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CMI Unit: 305 Building Stakeholder Relationships (CMI Level3)

The CMI Unit 305, Building Stakeholder Relationships Using Effective Communication, emphasizes the significance of stakeholder engagement through strategic communication. It explores methods to establish and maintain productive relationships by using different communication channels, overcoming barriers, and leveraging stakeholder feedback. Effective stakeholder management is crucial for ensuring business success, fostering trust, and enhancing collaboration.

This unit equips learners with the essential communication skills to engage with stakeholders efficiently. It provides insights into different communication types, their applications, and the impact of stakeholder feedback on decision-making. By mastering these principles, learners can contribute to business growth, corporate reputation, and operational efficiency.

Unit Objectives

• To develop a comprehensive understanding of stakeholder groups and their significance for management success.
• To enable learners to analyze the needs and expectations of stakeholders and devise communication strategies accordingly.
• To introduce various communication channels and types that enhance stakeholder relationships.
• To equip learners with skills to identify and overcome communication barriers for seamless stakeholder interaction.
• To highlight the role of stakeholder feedback in decision-making and continuous improvement.

Learning Outcomes

LO1: Know the purpose of building stakeholder relationships.

Stakeholder relationships play a critical role in the success of an organization. This learning outcome focuses on identifying different stakeholder groups, assessing their expectations, and recognizing the benefits of nurturing strong relationships with them. Learners will understand how effective stakeholder engagement contributes to organizational performance, customer satisfaction, and competitive advantage.

LO2: Understand different channels and types of communication used to build relationships.

This learning outcome covers the various communication channels and methods used in stakeholder engagement. Learners will evaluate the effectiveness of verbal, non-verbal, and written communication in different scenarios. The role of active listening, formal meetings, and digital communication in maintaining strong stakeholder ties will also be explored.

LO3: Know how to respond to barriers when communicating with stakeholders.

Communication barriers such as language differences, cultural diversity, organizational silos, and technological challenges can hinder stakeholder relationships. Learners will identify these barriers and explore strategies to overcome them, ensuring clear and effective interactions with all stakeholders.

LO4: Know how to use stakeholder communication.

Stakeholder feedback is a valuable tool for continuous improvement and relationship management. This learning outcome enables learners to understand the importance of collecting, analyzing, and implementing stakeholder feedback to refine business strategies, operational decisions, and customer engagement.

Assessment Criteria

LO1: Know the purpose of building stakeholder relationships.

• 1.1 Identify a range of stakeholder groups relevant to the manager.
• 1.2 Explain how to assess the needs and expectations of stakeholder groups.
• 1.3 Assess the benefits of building relationships with stakeholders.

LO2: Understand different channels and types of communication used to build relationships.

• 2.1 Compare channels of communication for stakeholder relationships.
• 2.2 Discuss types of verbal communication used with stakeholders.
• 2.3 Explain how active listening builds stakeholder relationships.
• 2.4 Discuss types of written communication used with stakeholders.
• 2.5 Discuss how meetings can build stakeholder relationships.

LO3: Know how to respond to barriers when communicating with stakeholders.

• 3.1 Explain barriers to effective communication with stakeholders.
• 3.2 Discuss ways of responding to communication barriers.

LO4: Know how to use stakeholder communication.

• 4.1 Discuss the importance of stakeholder feedback.
• 4.2 Compare methods of gathering stakeholder feedback.
• 4.3 Discuss the use of stakeholder feedback.

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