Build stronger customer relationships, project ownership, and influencing capability to create measurable business impact across stakeholders.

CUSTOMER CENTRICITY
• Identifying your customers and understanding their expectations • Understanding styles of customer vs your default approach style • Recognize how your attitude affects customer service • Identify your customers’ needs • Use outstanding customer service to generate return business • Connect with customers through online tools • Deal with difficult customers

MANAGING PROJECTS
• Define projects, project management, and project managers • Identify the five process groups and nine knowledge areas as defined by the PMI • Perform a project needs assessment and write goals, requirements, and deliverables • Create key project documents • Build a project schedule by estimating time, costs, and resources • Understand and use the work breakdown structure • Create project planning documents, such as a schedule, risk management plan, and communication plan • Use planning tools, including the Gantt chart, network diagram, and RACI chart • Monitor and maintain the project • Perform basic management tasks, including leading status meetings and ensuring all documents are complete at the end of the project

INFLUENCE WITHOUT AUTHORITY
• Enable employees to practice persuasiveness among peers and teams and influence and guide decisions in the upward hierarchy • Managers will be able to exercise non positional influence • Managers will be able to isolate the core issue from moves and derive the expected outcomes for the organization • Managers will learn various styles of influencing techniques and managing diverse / contentious viewpointsship Dialogues