This course is just the beginning …
What is our vision for our CSM capability in respect of facilitation skills?
- Ability to adjust the flow of the SPW2 process to reconcile the different visions in the room, and ensure a CSP which has full customer ownership from all participants.
- Confidence to interview and challenge senior and potentially awkward people to move them beyond their reservations and established patterns to fully engage with the possibilities of the CSP and to develop powerful and practical KPIs
- A clear understanding of the principles and skills required to successfully facilitate, and confident in using the tools that exist to engage high levels of customer participation
- Full realisation that the tools and processes are enablers, not controls; and the capability and confidence to move past and abandon them when their utility in achieving the goal is compromised
- Ability to read the room and be aware of the need for an intervention early enough in the process such that potential problems are headed off before they occur.
- Confidence and skill set to have conversations about how the business works which increases insight for both customer and CSM, and establishes credibility with BDMs
- Ability and confidence to enjoy designing and facilitating customer workshops to achieve other aspects of engaging them in the success model, such as adoption planning
- Ability and confidence to coach key stakeholders on their role in the programme to build ownership in their colleagues and ensure a successful outcome
- Ability to face awkward or belligerent people and attitudes, and to move the relationship beyond this to ensure progress and a positive outcome
- Confidence to do all of the above from a business value perspective without needing to revert to technical aspects of the situation
What do the colours mean …
- Business Value Skills and Confidence (Meta Perspectives)
- Resourcefulness and flexibility
- Ability to build and deploy ownership
- Awareness and agility in relationships
- Process design and facilitation
How will we deliver this?
- Prepare people with the understanding and the strategies (this course)
- Work with each other to apply them in practice
- Gather feedback and learn from what is working and what can be improved
- Refine and experiment
- Identify and fulfil other training needs