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Managing Effective Client Communication and Relationships

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Managing Effective Client Communication and Relationships C L A R I D E N 4 - 5 April 2016 Knowledge for the world business leaders Stamford Plaza Auckland Managing Eff ective Client Communication and Relationships for Project Directors and Managers This Program Has Been Independently Certifi ed and Accredited by CPD, an Internationally Recognized Certifi cation Board Faculty Director Dr Lynda Bourne FAIM, FACS, PMP • Awarded PMI Australia’s “Project Manager of the Year” (2003) and recognized as one of the “25 Infl uential Women in Project Management” by PMI • Author and editor of the books: o “Stakeholder Relationship Management: A Maturity Model for Organizational Implementation” o “Making Projects Work: Eff ective Stakeholder and Communication Management “ o “Advising Upwards: A Framework for Understanding and Engaging Senior Management Stakeholders” “Working with the Stakeholder Circle methodology and seeing applied in practice has made stakeholder engagement and intuitive part of what I focus on as a leader. Lynda Bourne provided the clarity and logical approach that allowed us to introduce stakeholder engagement to all of our business.“ - Vice President, APM Terminals, Netherlands “I would like to thank you very much for conducting the Stakeholder Management Masterclass. The att endees were content in the professional way you presented and increased their awareness of who the stakeholders actually are and how to communicate with them on a daily basis. The Masterclass was more comprehensive with useful tools to identify and classify stakeholders with.“ - Project Management Conference 2015 Organizing Committ ee, PMI New Zealand Chapter “Fantastic and motivational presentation, given in a practical and logical way” - 2nd Women in Project Management Leadership Summit 2015 Organizing Committ ee, PMI Melbourne Chapter 2016 Clariden Global Executive Education Managing Eff ective Client Communication and Relationships for Project Directors and Managers This Program Has Been Independently Certifi ed and Accredited by CPD, an Internationally Recognized Certifi cation Board 4 - 5 April 2016 (Monday & Tuesday) | Stamford Plaza, Auckland Dr Lynda Bourne FAIM, FACS, PMP • Awarded PMI Australia’s “Project Manager of the Year” (2003) and recognized as one of the “25 Infl uential Women in Project Management” by PMI • Author and editor of the books: o “Stakeholder Relationship Management: A Maturity Model for Organizational Implementation” o “Making Projects Work: Eff ective Stakeholder and Communication Management “ o “Advising Upwards: A Framework for Understanding and Engaging Senior Management Stakeholders” Dr Lynda Bourne FAIM, FACS, PMP is a senior management consultant, professional speaker, trainer, and an award- winning project manager with over 30 years of professional industry experience. She was awarded PMI Australia’s ‘Project Manager of the Year’ (2003) and was included in PMI’s inaugural list of ‘25 Infl uential Women in Project Management’ (2006). Lynda is highly specialized in the stakeholder and communications knowledge areas. She is also a Fellow of the Australian Institute of Management and a Fellow of the Australian Computer Society. Lynda is a recognized international author, seminar leader and speaker on the topic of stakeholder engagement and the Stakeholder Circle visualization tool. Some of her works include Stakeholder Relationship Management: A Maturity Model for Organisational Implementation (Gower, 2009, 2011), which defi nes the SRMM® model for stakeholder relationship management maturity and Advising Upwards (Gower, 2011) containing practical advice for those seeking to infl uence their senior stakeholders. Her latest book Making Projects Work: Eff ective Stakeholder Management and Communication was published early in 2015. Currently, Lynda serves as the Director of Professional Services at Mosaic Project Services, providing project-related consultancy, mentoring and training for clients world-wide. “Working with the Stakeholder Circle methodology and seeing applied in practice has made stakeholder engagement and intuitive part of what I focus on as a leader. Lynda Bourne provided the clarity and logical approach that allowed us to introduce stakeholder engagement to all of our business.“ - Vice President, APM Terminals, Netherlands “I would like to thank you very much for conducting the Stakeholder Management Masterclass. The att endees were content in the professional way you presented and increased their awareness of who the stakeholders actually are and how to communicate with them on a daily basis. The Masterclass was more comprehensive with useful tools to identify and classify stakeholders with.“ - Project Management Conference 2015 Organizing Committ ee, PMI New Zealand Chapter “Fantastic and motivational presentation, given in a practical and logical way”- 2nd Women in Project Management Leadership Summit 2015 Organizing Committ ee, PMI Melbourne Chapter 2 Contact Admissions Offi ce at +61 3 9909 7310 | [email protected] | www.claridenglobal.com 2016 Clariden Global Executive Education Managing Eff ective Client Communication and Relationships for Project Directors and Managers This Program Has Been Independently Certifi ed and Accredited by CPD, an Internationally Recognized Certifi cation Board 4 - 5 April 2016 (Monday & Tuesday) | Stamford Plaza, Auckland EXECUTIVE SUMMARY Program: Managing Eff ective Client Early Bird 1 (Register & pay by 12 February 2016): NZD 1,995 Communication and Relationships for Early Bird 2 (Register & pay by 11 March 2016): NZD 2,195 Project Directors and Managers Regular Tuition Fee: NZD 2,295 Dates: 4 – 5 April 2016 Group discount of 10% for 2nd participant from the same Location: Stamford Plaza, Auckland organization. For limited time only by 11 March 2016 register 3 participants and the 4th participant will receive a complimentary seat (One discount scheme applies). Program According to Project Management Institute’s 2013 Pulse of the Profession report, 1 in 5 projects fail as a result Essence: of ineff ective communications. Undeniably, project directors and mangers need to communicate and manage client relationships more eff ectively to ensure project success and deliver higher client satisfaction. Designed specifi cally for Project Management professionals, this program will show you how to manage successful client communications and relationships to create long-term project success. Led by award-winning author, international speaker and one of PMI’s “25 Infl uential Women in Project Management”, Dr. Lynda Bourne, you will fi rst learn to identify your stakeholders in your projects and understand their expectations and develop a client stakeholder engagement plan, where you will discover how to map and engage with your stakeholders eff ectively. Moreover, you will learn how to communicate with your clients eff ectively by establishing powerful client advocacy plan, SOPs and internal standards for client communication. Through role plays and hands-on exercises, you will practice negotiation, persuasion and confl ict resolution skills and learn how to handle diffi cult clients. Besides understanding how to deliver bad news skillfully, you will learn to deal with clients diplomatically to ensure a positive working relationship for successful project delivery. Coupled with case-studies, you will understand how to build trust and credibility with clients and eventually create long-term profi table relationships and a positive corporate image for your organization. At the end of the course, you will walk away with a complete set of knowledge to implement eff ective client engagement in all your projects and your organization. 3 Contact Admissions Offi ce at +61 3 9909 7310 | [email protected] | www.claridenglobal.com 2016 Clariden Global Executive Education Managing Eff ective Client Communication and Relationships for Project Directors and Managers This Program Has Been Independently Certifi ed and Accredited by CPD, an Internationally Recognized Certifi cation Board 4 - 5 April 2016 (Monday & Tuesday) | Stamford Plaza, Auckland PROGRAM INTRODUCTION Project communication is undeniably one of the most important aspects of a project management professional’s responsibility. The eff ectiveness of such communication, especially with clients, is the key to successful project delivery. In fact, 20% of projects fail due to ineff ective communication. With the increasing volatility in the global market, it is clearly more cost-eff ective for organizations to retain existing clients than to develop new relationships with potential clients. Project management professionals, the key point of contact between organizations and their clients, play a crucial role in retaining clients, thus, there is an increasing need for them to improve communication and relationship management skills to create long-term client engagement. To be led by one of PMI’s “25 Infl uential Women in Project Management”, Dr Lynda Bourne, you will embark on a journey of understanding and implementing client engagement through the lens of communication and client relationship management. Starting by understanding diff erent personalities and their communication styles and analyzing your clients’ communication styles, needs and motivation, you will create targeted, clear and concise messages that your clients want to hear. You will also learn to set up communication SOPs and internal standards for client communication as part of communication planning, so as to avoid miscommunication and ensure eff ective communication of project status. Through interactive discussions and role
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