Professional Services Professional: Operational Catalyst Training

Level: Foundation
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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.

Key Features of this Operational Catalyst Training:

  • After-course instructor coaching benefit
  • Learning Tree end-of-course exam included

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

Certifications/Credits:

PS Professional CPE 17 Credits

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Important Operational Catalyst Information

  • Course Preparation

    • The following books are provided for pre-course reading: Praxis Framework, Managing Expectations: Working with People Who Want More, Practical People Engagement

Operational Catalyst Training 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

Operational Catalyst Training FAQs

  • Can I learn Operational Catalyst Training online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want, including online training.

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