education

1. Professional Attitudes and
Behaviours - Workshop 9
Customer Relationship
Management

2. Review of Module Overview
Workshop 3
Communicati
on Skills and
Interpersonal
Behaviour
Workshop 2
Time and
Project
Management
Workshop 4
Team
Working
Workshop 1
The
Commission
Module
overview
Business
Analysis
Workshop 5
Report
Writing
Presentation
Skills
Workshop 6 (10% of final mark)
Team Presentations on Workshops
1 – 5
Communications
Project Management
Business Analysis
Workshop 9
Customer
Relationship
Management
Preparation
for Board
Paper
Workshop 7
Preparation
for
Charitable
Activity
PAVE
fundraising
activity
Workshop 8
(20% of final
mark)
Observed
Charitable
Activity
Video Blog
(30% of final
mark)
10 minutes –
reflections on
module and
learning
Workshop 10
(40% of final mark –
30% group 10%
individual)
Team Presentations to
Client Board
Based on Board Paper
Board Paper
to be
submitted
750 words
Readings to be advised
Assessable content

3. Workshop Objectives
Understand the importance of developing good work
based relationships
Strive towards greater consistency in managing
relationships, both internal and external
Look at ways of approaching potential new relationships
Provide hints tips and techniques around a four step
relationship management process
Consider ways of developing and improving your
relationship management style

4. Relationships
Who do people have work based relationships with?

5. Business Relationships and Friendships
What actually is the difference?
Where are they similar?
Give some examples

6. Relationship Management and YOU
Who do you currently have a good relationships with?
Are they friendships or business relationships?
How do you currently go about managing that
relationship?

7. Relationship Triangle
Customer
Stakeholders You

8. Good Relationship Management
• Trust
Behave honourably and make credible commitments
Understand your Customer’s needs and working to THEM
• Exchange of Knowledge
•Share perspectives/insight
•Remove barriers
• Communication
•Speak the right language
•Influence at all levels
• Flexibility
•Adapting your style

9. Four Steps to Great Relationships
1. Planning
2. Building
Rapport
4. Keeping
the
Connection
3. Taking
Action

10. Planning
A meeting has been arranged with your
supplier/donor/ sponsor/partner.
What actions do you take prior to the meeting?

11. Do your Homework
Give yourself time and space for important meetings
How long is the meeting scheduled for?
Make sure all the right people are there on both sides
Do your research on the organisation and people
Understand the history
Plan HOW you meet as well as WHAT is on the agenda
Be clear about what the meeting is to achieve
Prepare the questions you want to ask in advance
What stories do you need to tell?
What will ‘wins’ look like – to both sides. However small?
What objections might there be, - how will you deal with them?
Rehearse, rehearse, rehearse!

12. Understand your Partner
“You must genuinely understand my world, recognise what makes me
special and focus on what I really need”

13. Seeing your Partner’s Viewpoint
ASPIRIN
Aspirations
Stakeholders
Pressures
Infrastructure
Restrictions
Influence
Non negotiables

14. The initial meeting
Arrive early to get orientated and find things to talk
about
Turn your mobile phone etc OFF!
Show enthusiasm from the outset and respond to
your partner’s enthusiasm
Remember the obvious – Smile and make eye
contact!
Look immediately for opportunities to build rapport
Consider what experiences you have that might map
together

15. Never….
Use jargon or acronyms
Bring huge decks of slides
Push products, ideas, opportunities, proposals
Assume understanding of the partner’s vision
Keep saying we …we…we… (except when referring to
you and the partner)
Offer a canned solution
Immediately disagree with the partner or dismiss
their comments/lifestyle
Do the lion’s share of the talking

16. The Customer’s World
Observe it
What is important to them and why?
Look for clues – photos, ephemera, family
Look for body language - positive?
Meet them in THEIR world, show a genuine interest
Disclose your experience of their world, use their words and
phrases – be positive

17. Mirroring and matching
Try to match their voice, posture, energy without
mimicking
Subtly mirror any positive body language signals
Adjust aspects that you want to change gradually
They won’t notice, they aren’t looking for it
If you have developed rapport, they will follow

18. Listening and Reflecting
Two eyes, two ears and one mouth
Listen with your eyes and your head
Get them talking and keep them talking
Confirm back what you think you have heard
Ask focused questions – open and closed
Use humour – particularly self deprecating but
carefully!
Visual, auditory, kinaesthetic

19. The Partner’s Agenda
Don’t force it
Ask what your partner wants before stating your aims
Listen, suspend judgement, reflect
Be prepared to adjust and flex
Invite disclosure
Ask what your partner wants from a personal viewpoint, Keep the
conversation general to start and respect their privacy
“What is your perspective on this?”; “What is important to YOU”
Build shared ownership
Use ‘Us’ and ‘We’ rather than ‘I’ ‘Me’ and ‘You’
Make yourself useful to them
Make sure everyone’s needs are met

20. Validate what you have heard
Share insight and demonstrate your credibility and
credentials
Test for reactions and understand any challenges
they express
Be honest about your own situation, goals, ambitions
Tell stories – be flexible not linear

21. Keeping the Connection
The meeting ends – what next?

22. Act Immediately
Agree next steps (issue – action – value)
Agree the method of operation (next page)
Personalised letter or email
More substantive follow up
Set up follow up meetings – introduce new players
Clarify roles and timescales (RACI)
Show you have listened and understood
Do what you say you’ll do: “when do you need it?”
Produce an update within EveryChild and circulate as appropriate
Implement suggestions – and tell them!

23. Confirm working practices
How much contact do you want?
Discuss openly, it’s a two way process
Agree how you will communicate
Don’t agree things you don’t want
Be prepared for polite rejection
Keep the connection alive
Manage actively to make sure contacts don’t die off
Make diary notes, don’t let things drift
Let them know you are thinking about them

24. Preparing for the presentation
- Take the rest of the time available to:
- Finalise your presentation for next week
- Finalise your report
- Make some notes about your blog – even go and do it
- Get some guidance from the tutor on any of the above