Professional Services Professional: Operational Catalyst
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Prepare to achieve your Professional Services Catalyst Foundation Certification in this training course by gaining the essential knowledge needed to keep you and your organization moving forward in your industry. As a catalyst, you foster strong collaborative relationships with internal and external stakeholders, and generate a spirit of customer service excellence.
You Will Learn How To
- Prepare for and pass the PS Professional Catalyst certification exam
- Determine the five elements of collaboration
- Assess the importance of stakeholder engagement and the concept of the value ladder
- Recognize how an Agile approach is congruent with people engagement
Important Course Information
Course Preparation:
- The following books are provided for pre-course reading: Key Management Models, 3rd Edition: The 75+ Models Every Manager Needs to Know, The 30 Day MBA in Business Finance, The 30 Day MBA in Marketing
Course Outline
- Creating a Customer Services Excellence Culture
Communicating without alienating
- Encouraging your customer to talk by listening persuasively
- Limiting use of jargon and speak to your listener’s concerns
- Creating awareness about what and how you communicate, guarding against conflicting messages
The Expectations Challenge
- Using the ‘That’s not it’ strategy to help a customer describe their needs
- Challenging your assumptions about customer needs and be an information-gathering skeptic
- Studying problems from your customers’ context
Perception is reality
- Clarifying customers’ perceptions of a service and their resulting expectations
- Ensuring customers know what to expect
- Assessing customer requests where it is appropriate and learning to say ‘no’ so it sounds like ‘yes’
- Project and Implementation Fundamentals
Knowing your stakeholders
- Diagnosing your stakeholders’ interests and attitudes to a planned change
- Classifying the key influencer with the most power
- Determining your stakeholders’ resistance and how to engage them
Shaping your engagement strategy
- Targeting where you want your stakeholders to be
- Developing a user story and connecting your proposition with an explicit beneficial outcome
- Ascertaining the deposits and withdrawals you need to make in a stakeholders’ “relational bank account”
Planning your engagement
- Pinpointing your Gatekeeper(s) and scheduling communication to maintain engagement
- Creating compelling, sticky, memorable messages
- Classifying your signal-to-noise ratio to make your messages clear and heard
- Dealing With Urgency and Escalations
Controlling the scope
- Documenting the results of change control and maintaining the validity of the configuration
- Specifying effective requirement(s) – unique, current, consistent, understandable, verifiable, traceable and prioritized
- Capturing and assessing the impact of any change on the constraints including: time, cost, scope, change, risk resource
Being clear on your BATNA (Best Alternative to a Negotiated Agreement)
- Focusing on their “What’s In It For Me” (WIIFM) and optimizing the benefits for both parties
- Earning the right to be heard by listening first
- Describing the non-negotiable aspects of your own position
- Being clear about your own fallback position before negotiating
Action is everything
- Practicing intentional conversations using open questions
- Ensuring people see that you are responding to their concerns
- Checking you are not procrastinating on the uncomfortable business of contacting someone difficult
Convenient Ways to Attend This Instructor-Led Course
Hassle-Free Enrollment: No advance payment required to reserve your seat.
Tuition due 30 days after you attend your course.
In the Classroom
Live, Online
Private Team Training
In the Classroom — OR — Live, Online
Tuition — Standard: $2650 Government: $2355
Nov 15 - 17
(3 Days)
9:00 AM - 4:30 PM EST
Herndon, VA / Online (AnyWare)
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Dec 6 - 8
(3 Days)
9:00 AM - 4:30 PM EST
New York / Online (AnyWare)
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Dec 20 - 22
(3 Days)
9:00 AM - 4:30 PM EST
Rockville, MD / Online (AnyWare)
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Apr 25 - 27
(3 Days)
9:00 AM - 4:30 PM EDT
Herndon, VA / Online (AnyWare)
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May 23 - 25
(3 Days)
9:00 AM - 4:30 PM EDT
New York / Online (AnyWare)
Reserve Your Seat
Jun 20 - 22
(3 Days)
9:00 AM - 4:30 PM EDT
Rockville, MD / Online (AnyWare)
Reserve Your Seat
Guaranteed to Run
Private Team Training
Enrolling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.
For details, call 1-888-843-8733 or Click Here »
Tuition
Standard
Government
In Classroom or
Online
Standard
$2650
Government
$2355
Private Team Training
Course Tuition Includes:
Training Hours
Standard Course Hours: 9:00 am – 4:30 pm
*Informal discussion with instructor about your projects or areas of special interest: 4:30 pm – 5:30 pm
FREE Online Course Exam (if applicable) – Last Day: 3:30 pm – 4:30 pm
By successfully completing your FREE online course exam, you will:
- Have a record of your growth and learning results
- Bring proof of your progress back to your organization
- Earn credits toward industry certifications (if applicable)
Enhance Your Credentials with Professional Certification
Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.
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