• Stakeholder analysis and management:
• 4-box Power vs Influence
• Strategies for managing and communicating with stakeholders
• Construction and use of the stakeholder matrix (Simple 4-box with Power vs Interest) and the process to identify, prioritise and develop plans for stakeholder engagement.

• Influencing styles:
• Use and application of generic influencing styles
• Rationalising
• Asserting
• Negotiating
• Inspiring
• Bridging
• Influencing people
• Influencing situations.

• Transactional analysis:
• Ego states
• Types of transactions
• Behavioural diagnosis.

• Personal contracting:
• Review role of the consultant and description of how they work with organisations, leaders and others including contracting with stakeholders
• Purpose
• Expectations
• Behaviour

• Engaging others and building trust and rapport:
• Questioning techniques: open/closed; reflecting; mirroring; clarifying
• Listening skills
• Empathy
• Body language.

• The consulting process:
• Contract
• Evaluate data
• Develop strategy
• Develop plan
• Implement plan
• Review

• Increasing readiness to change (dealing with resistance):
• Readiness to change assessment: Gleicher Formula, meaning of the terms and application.
• Scott & Jaffe change curve: descriptions of the four stages.
• Kotter & Schlesinger’s six methods: descriptions of methods and typical actions to increase readiness to change.

• Scenario-based learning.

All of our courses are delivered by supported distance learning – which simply means you can study at home or work, at a time – and a pace – which suits you.

Once you’ve enrolled, your dedicated tutor will contact you to arrange your induction.  They’ll go through everything you need to know, and you’ll agree your learning plan.

We’ll also email your login details along with a weblink to our online learning system.  Here you’ll have 24/7 access to everything you need to complete your course – your learning, study support and assessment materials and tutor will provide timely advice, support and feedback throughout your course.

This means:

• You’re not constrained to set dates/times for training – you can start when you’re ready.
• You can complete your training at a pace that’s best for you – if you have more time than expected you can accelerate your learning and complete earlier than planned.
• You can access course learning, assessment and study support materials, receive feedback and support and sit your exam at a time and place that works for you.

Once you’ve successfully completed your course you’ll receive a digital CQI and IRCA accredited certificate.  It really is that simple.

• Assessment for practitioner courses is two-fold. On successful completion of the course workbook for you will sit a CQI-set, multiple-choice (30 question), open book, one hour exam. The pass mark is 66%.

• Your exam is typically facilitated through work – if this is not an option, please contact us and we’ll provide you with further information on exam options.

• When you pass the exam you will be awarded a certificate of achievement.

The Practitioner courses are aimed at those practising in quality and aspiring towards middle management. At the point of enrolment, we ask you to provide a brief statement on your experience, training, qualifications and study goals (or you can send your CV). Our Programme Lead will assess this to ensure the level is appropriate and will support your development aims.

Typically, we’d advise at least two years’ experience within a quality management role for these courses.

Suggested prior learning: Introduction to Stakeholder Communications (FD108) & Introduction to Change Management (FD104).

If you are unsure which level or course is right for you, you can use the CQI tool to help you decide (https://www.quality.org/training/quiz). Or, get in touch with us to request a free consultation.

On successful completion you will be awarded a certificate of achievement.

The Practitioner Certificate in Quality Management is awarded, by the CQI, following the successful completion of all eight Practitioner courses.