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Professional Services Professional: Operational Catalyst

COURSE TYPE

Foundation

Course Number

3820

Duration

3 Days

View Schedule

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
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Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Nov 15 - 17 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via AnyWare
In-Class

Dec 6 - 8 New York/AnyWare Enroll Now

How would you like to attend?

Live, Online via AnyWare
In-Class

Dec 20 - 22 Rockville, MD/AnyWare Enroll Now

How would you like to attend?

Live, Online via AnyWare
In-Class

Apr 25 - 27 Herndon, VA/AnyWare Enroll Now

How would you like to attend?

Live, Online via AnyWare
In-Class

May 23 - 25 New York/AnyWare Enroll Now

How would you like to attend?

Live, Online via AnyWare
In-Class

Guaranteed to Run

Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here

Tuition

Standard

$2650

Government

$2355

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

Free Course Exam
You can take your course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Questions

Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

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.

Earn 17 Credits from NASBA

This course qualifies for 17 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

PS Professional is a certification program accredited by APMG International that develops commercial and personal strengths to complement existing technical expertise. Read more ...

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