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Course Outline

Understanding “Brand”

  • What constitutes a “brand”?
  • What is your company’s brand?
  • How can I influence the strength of my company’s brand?

Foundational Change Strategies

  • The necessity for managers to constantly evaluate the current state of their organizational segment—particularly in comparison to peers and competitors—and implement proactive rather than reactive changes
  • The “STARS” model for Change Strategies and Planning

Change Management

  • Reasons why previous changes were successful
  • Reasons why previous changes were unsuccessful
  • Key lessons learned from past change initiatives (both within your company and externally)
  • The 9 Principles of Change – and applying them in practice
  • Lewin’s model of Change Implementation
  • The Change Kaleidoscope

The Psychological Impact of Change

  • Current emotional states: How I feel now and how my colleagues feel
  • Anticipated emotional responses as the change process unfolds

Customer and Stakeholder Relationships

  • Defining a Customer
  • Defining a Stakeholder
  • Maximizing value from every Customer or Stakeholder interaction
  • The Service : Profit Chain

Financial Aspects of a Business

  • Financial Statements:
    • Balance Sheets
    • Profit & Loss Accounts
    • Financial Forecasts
    • Budgets
    • Cash-Flow Forecasts
    • Business Cases

Setting Objectives

  • Vision and Mission Statements
  • Setting objectives to deliver on Mission Statements
  • Performance management to exceed agreed objectives

Negotiating for Best Results

  • Communication techniques in Negotiation
  • The importance of Effective Presentations
  • Different Negotiating Strategies
  • Comparing Strategies
  • Building Rapport
  • The 3-phase Negotiating Process
 21 Hours

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