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

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.

“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

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.

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 play, you will practice negotiation, persuasion and conﬂ ict resolution skills and be trained to deal with clients diplomatically so as to establish a positive working relationship with your clients for project success. Moreover, you will understand how to create trust and instill credibility in your clients to forge long-term relationships with them. Eventually, you will understand how to engage clients eﬀ ectively to build a positive image for your organization.

WHO WILL BENEFIT THE MOST

This program is designed for but not limited to • Director, Head of • Industry: o Construction/ Development/ Project Execution o Construction o Project Management/ Project Management o Infrastructure Oﬃ ce o Civil Engineering o Engineering o Real Estate/ Property o EPC/ EPCM o Hotel/ Hospitality • Senior Project/ Portfolio Manager o Oil & Energy, Mining, Reﬁ ning • Senior Construction Manager o Petrochemical& Chemicals • Senior Planning and Scheduling Manager o Manufacturing • Senior Purchasing/ Procurement Manager • Senior Project Engineer/ Engineering Manager

This course is relevant to all construction projects including civil infrastructure, building, earthwork, oil & gas plant, port, marine structure and so on.

LEARNING OBJECTIVES • Understanding the importance of eff ective communication and relationship management • Building a strong foundation for communication and relationship management • Analyzing your client’s communication style, needs and motivation • Communicating with diff erent levels of client stakeholders eff ectively • Creating targeted, clear and concise messages that your client wants to hear • Practicing negotiation and confl ict management skills • Sett ing up communication SOPs and internal standards for client communication • Handling diffi cult clients • Delivering bad news • Acquiring sales/ story-telling skills to gain client buy-in • Building trust with client to create long-term profi table relationships 4

CPD CERTIFICATION DETAILS

This course has been independently certiﬁ ed as conforming to accepted CPD guidelines. On average, this executive program contributes 16 hours towards your CPD. Delegates must register at the start and close of each workshop to be awarded a certiﬁ cate of completion.

PROGRAM AGENDA

DAY ONE: Deﬁ ning A Project’s Success – Delivery of Organizational Value Through Projects • Overview of Client Engagement • Corporate Reputations and Corporate Social Responsibility (CSR) • Managing risk through eﬀ ective engagement of stakeholders • Case study: BP’s disaster in the Gulf of Mexico This case study will illustrate the failure of good governance due to poor leadership decisions and the reasons why organizations need to focus on all stakeholders in order to deliver maximum value to their clients or potential clients • Project success beyond the ‘iron triangle’ – ‘projects are about people delivering value to other people’ • Summary: Project success based on the below approaches: o Strategic o Tactical

Identifying Your Stakeholders and Meeting Their Expectations • Learn why stakeholders matt er in an organization • Identify who are the stakeholders that matt er to you • Understand your stakeholders needs and their expectations • Benchmark on Stakeholder Circle methodology to: o Identify your stakeholders and understand their needs o Prioritize your stakeholders o Map your stakeholder’s proﬁ le o Develop an engagement strategy o Monitor your stakeholders during changes over time • Case study: Paradise Island Utility Company – developing renewable energy infrastructure Using the above Stakeholder Circle methodology, participants will learn how to manage their stakeholder’s needs and expectations. • Exercise: Develop a ‘map’ of the clients (existing and potential) of the PUC infrastructure project

Client Stakeholder Engagement • Defi ning Client Stakeholders • 3 tiers of stakeholders in your client organization: client organization, client senior management and end users • From the client stakeholder map developed earlier: • Consider diff erent communication strategies for internal senior managers and senior managers from client organizations • Defi ne the approaches the project director must consider for eff ective engagement and client advocacy • How project directors can coach internal senior management to eff ectively handle clients’ senior management • Exercise: Applying the theory to the case study

Building Personal Credibility • Study how to develop credibility and build trust • Analyze the importance of gett ing support from the Sponsors • Management vs. Leadership – Which is the best approach to handle client stakeholders and why?

Wrap-Up and Summary of First Day • Monitoring the eﬀ ectiveness of the communication strategy 5

DAY TWO Review of Day 1

Collaborative Communication – Building and Maintaining Strong Relationships with Stakeholders

Factors to Consider When Planning Communication • Diff erent types of communication and when each one works best o Verbal communication o Non-verbal communication and how to read body language • Understand how we are all unique in terms of communication style, through the infl uence of personality and experience • Culture: What it is and how it aff ects eff ective communication • How nationality, age, gender and professions aff ect how we receive and respond • Helping the team prepare for working in multi-cultural environments • Helping the team to improve their team culture through understanding the importance of individual and team emotional intelligence • Role play: Analyzing individual communication needs

Using Power and Developing Infl uence Strategies • Diff erent types of power • Diff erent types of infl uence • Developing persuasive conversations to infl uence your client • Exercise: Developing a persuasive conversation

Special Communication: Negotiation • The Harvard Method of Negotiation • How to negotiate for a win-win outcome every time • Role play: Sharing scarce resources

Managing Diffi cult Clients • Understand the importance and purpose of project reports • Aligning change management to your communication strategy • Learn how to solve confl icts and problems that arise among stakeholders • How to deliver bad news • Role play: Resolving confl ict (Based on the Paradise Island case study)

Conclusion • Discussions about how this information can be applied at work • Implementing eﬀ ective client engagement practices

Contact Admissions Oﬃ ce at +61 3 9909 7310 | [email protected] | www.claridenglobal.com MANAGING EFFECTIVE CLIENT COMMUNICATION AND RELATIONSHIPS FOR PROJECT DIRECTORS AND MANAGERS C L A R I D E N 4 - 5 April 2016 | Stamford Plaza, Auckland Knowledge for the world business leaders REGISTRATION PAGE

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