Level 3: Principles of Management and Leadership SAMPLE

[Pages:18]Pathways to Management and Leadership

E Level 3: Principles of SAMPL Management and Leadership

Unit 305

Building Stakeholder Relationships using Effective Communication

Pathways to Management and Leadership

Unit 305: Building Stakeholder Relationships using Effective Communication

Copyright ? Chartered Management Institute, Management House, Cottingham Road, Corby, Northants, NN17 1TT.

First edition 2018 Author:

Caroline Ward

Project Manager: Editor

Ray Rowlings Miranda Stephenson:

British Library Cataloguing in Publication Data. A catalogue record for this title is available from the British Library.

ISBN: 0-85946-710-4

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LE Building Stakeholder Relationships using SAMP Effective Communication

SAMPLE

Contents

About this workbook..................................................................7

The unit .......................................................................................................... 7 The aims of this workbook .............................................................................. 7 Syllabus coverage .......................................................................................... 8 Getting started ................................................................................................ 9 How to use the workbook................................................................................ 9

Section 1 Purpose of building stakeholder relatioships ...... 11

What is a stakeholder? ................................................................................. 11 Who is a stakeholder? .................................................................................. 11

E External stakeholders ................................................................................... 12

Internal stakeholders .................................................................................... 14 Direct v connected stakeholders ................................................................... 15

L Assessing stakeholder needs and expectations............................................ 17

Identifying needs and expectations............................................................... 18 Stakeholder analysis..................................................................................... 20

P Prioritising needs and expectations .............................................................. 23

Benefits of building relationships with stakeholders ...................................... 24 Building stakeholder relationships................................................................. 26 Supporting resources.................................................................................... 29

M Summary ...................................................................................................... 29

Section 2 Communication to build stakeholder relationships 31

A What is a communication?............................................................................ 31

Channels and types of communication ......................................................... 32

SVisual, auditory and kinaesthetic communications ........................................ 38

Active listening.............................................................................................. 39 Written communication ................................................................................. 44 Leading meetings ......................................................................................... 47 Supporting resources.................................................................................... 53 Summary ...................................................................................................... 53

Section 3 Responding to communication barriers ............... 55

Barriers to effective communication .............................................................. 55

5

Responding to barriers............................................................... 61 Supporting resources ................................................................ 68 Summary .............................................................................. 68

Section 4 Using stakeholder feedback .................................. 69

Importance of stakeholder feedback ............................................................. 69 Methods of gathering feedback..................................................................... 73 Using stakeholder feedback.......................................................................... 77 Supporting resources.................................................................................... 82 Summary ...................................................................................................... 82

Before you move on ................................................................. 83

Preparing for assessment ............................................................................. 83

E Reflecting on progress.................................................................................. 85

Planning your next steps .............................................................................. 85 The Management and Leadership Standards ............................................... 88

SAMPL Further resources.....................................................................89

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About this workbook

Building stakeholder relationships using effective communication

About this workbook

The unit

The main purpose of this workbook is to support you as you study for the Chartered Management Institute Level 3 qualification -- Principles of Management and Leadership, so it specifically focuses on the content of the syllabus for Unit 305, Building Stakeholder Relationships using Effective Communication. Stakeholders can have a positive or negative impact on the success of an organisation. The aim of this unit is to develop an understanding of how to develop effective relationships with internal and external stakeholders. It will enable managers to identify and understand stakeholder's needs and the benefits of building relationships with different stakeholder groups. Communication is an essential management skill and different methods of communicating will be introduced and considered to identify the optimum method to achieve results.

E This workbook provides underpinning knowledge and develops

understanding to improve your skills as well as to prepare for

L future assessment. If you are studying towards the Level 3

qualification, then you will be assessed by your approved centre on `your knowledge and understanding of' the following learning outcomes:

P 1. Know the purpose of building stakeholder relationships

2. Understand the different channels and types of communication used to build relationships with stakeholders

3. Know how to respond to barriers when communicating with

Mstakeholders

4. Know how to use stakeholder communication

AThe aims of this workbook

This workbook aims to help you learn how to:

S identify your main stakeholders, their needs and expectations develop and maintain stakeholder relationship through effective communication

gather and use stakeholder feedback to meet and exceed expectations.

This workbook then is about how you can build stakeholder relationships and manage these effectively to positively impact on your performance.

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About this workbook

Building stakeholder relationships using effective communication

Syllabus coverage

The table below shows which sections of the workbook address the assessment criteria of the qualification syllabus.

Unit 305 Building Stakeholder Relationships Using Addressed

Effective Communication

within

Syllabus coverage

section

1.1 Identify a range of stakeholder groups relevant to the manager

1

1.2 Explain how to assess the needs and expectations of stakeholder groups

1

1.3 Assess the benefits of building relationships with stakeholders

2.1 Compare the channels of communication used to build stakeholder relationships

2.2 Discuss the types of verbal communication used with stakeholders

E 2.3 Explain how active listening is used to build stakeholder relationships

2.4 Discuss the types of written communication used

L with stakeholders

2.5 Discuss how meetings can be led to develop and build effective stakeholder relationships

P 3.1 Explain the barriers to effective communication with stakeholders

3.2 Discuss the ways of responding to barriers when communicating with stakeholders

4.1 Discuss the importance of stakeholder feedback

M 4.2 Compare methods of gathering feedback from stakeholders

SA4.3 Discuss the use of stakeholder feedback

1 2 2 2 2 2 3 3 4 4 4

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