Dealing With External Stakeholders In A Diverse Environment from Coursera

This course is the third of a series that will help you become an effective leader and advocate, both within and outside your organization, on issues related to diversity, equity and inclusion. In this course, you’ll explore various approaches to interacting with stakeholders who represent perspectives outside your own organization and/or perspective. Whether you are dealing with sales interactions, personal interactions or other difficult situations, you’ll be able to practice and hone your skills for engaging external stakeholders, at work and beyond. You’ll learn by playing games (realistic simulations) in which animated characters challenge you to understand their perspectives and interests. The simulations cover a wide range of situations in where you must deal with external stakeholders, providing a safe space to practice difficult conversations and explore diverging perspectives.

By the end of this course, you’ll be able to:

• Confirm your assumptions about the interests of others

• Ask key questions to figure out people’s underlying interests

• Target your communication to the interests of external stakeholders

• Anticipate, acknowledge, and handle the objections of external stakeholders

• Communicate “cautionary tales” to objecting stakeholders, if necessary

• Influence the decision-making of external stakeholders

The intended audience for this course is leaders, managers, team leads, team members, HR professionals, and others who interact in a team environment. The prerequisites for this course include experience interacting in a team environment, and any relevant experience either giving or receiving feedback to or from others.

What's inside

Syllabus

Understanding The Interests of Others

This module explores techniques you can use to understand the underlying interests that motivate people and drive their decision-making. You will learn how to develop targeted assumptions you can evaluate by engaging various external stakeholders in conversations about their interests. You'll learn by playing games (realistic simulations) in which animated characters challenge you to understand their perspectives and interests.

Speaking To The Interests of Others

This module examines methods to communicate effectively with external stakeholders. In this module, you will evaluate what happens when you do not speak to the interests of others, learn how to recover from missed opportunities, and explore ways to target your communication to capture the full attention of external stakeholders. You'll learn by playing games (realistic simulations) in which animated characters challenge you to understand their perspectives and interests.

Overcoming Objections and Influencing Others

This module addresses a variety of situations and reasons people may object to your suggestions and proposals, so you can anticipate and overcome those objections. In this module, you will explore how to handle objections to influence the decision-making of others. You will also determine when and how to use “cautionary tales,” and when it makes sense to push back against people with power who oppose or resist your objectives. You'll learn by playing games (realistic simulations) in which animated characters challenge you to understand their perspectives and interests.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Uses realistic simulations and games, providing a safe space to practice difficult conversations and explore diverging perspectives, which is useful for professionals in leadership roles

Teaches techniques to understand the underlying interests that motivate people and drive their decision-making, which is valuable for anyone working in diverse environments

Explores methods to communicate effectively with external stakeholders, which is a core skill for leaders and managers who need to influence decision-making

Requires experience interacting in a team environment, suggesting that the course is designed for individuals who already have some exposure to workplace dynamics

Belongs to a series of courses, which may indicate a comprehensive and detailed approach to developing effective leadership and advocacy skills in DEI-related issues

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Dealing With External Stakeholders In A Diverse Environment with these activities:

Read 'Difficult Conversations: How to Discuss What Matters Most'

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Provides a framework for understanding and navigating difficult conversations, which is directly relevant to dealing with external stakeholders.

View Difficult Conversations: How to Discuss What... on Amazon

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Obtain a copy of 'Difficult Conversations'.
Read the book, focusing on sections about understanding perspectives and managing emotions.
Reflect on how the concepts apply to your own interactions with stakeholders.

Review Active Listening Techniques

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Reinforces foundational communication skills essential for understanding stakeholder interests and overcoming objections.

Browse courses on Active Listening

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Research active listening techniques online.
Identify key principles of active listening.
Practice active listening in everyday conversations.

Role-Play Stakeholder Interactions

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Provides a safe space to practice communication skills and receive feedback on your approach to stakeholder interactions.

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Find a partner to role-play with.
Develop scenarios based on course content.
Take turns playing different roles.
Provide constructive feedback to each other.

Four other activities

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Develop a Stakeholder Communication Plan

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Applies course concepts to a real-world scenario, solidifying your understanding of stakeholder engagement strategies.

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Identify a project or initiative you're involved in.
List all relevant stakeholders.
Analyze their interests and potential objections.
Create a communication plan tailored to each stakeholder group.

Review 'Influence: The Psychology of Persuasion'

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Explores the psychology behind persuasion and influence, providing valuable insights into how to effectively communicate with and influence stakeholders.

View Influence, New and Expanded: The Psychology of... on Amazon

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Obtain a copy of 'Influence: The Psychology of Persuasion'.
Read the book, focusing on the six principles of influence.
Consider how these principles can be applied in stakeholder interactions.

Analyze a Case Study of Stakeholder Engagement

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Deepens your understanding of stakeholder engagement by examining a real-world example of successful or unsuccessful interactions.

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Find a case study of stakeholder engagement (e.g., a project, a policy decision).
Identify the key stakeholders involved.
Analyze their interests, motivations, and influence.
Evaluate the effectiveness of the engagement strategies used.
Write a report summarizing your findings and recommendations.

Tutor other students

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Solidifies your understanding of the material by explaining concepts to others and answering their questions.

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Offer to tutor other students in the course.
Prepare to explain key concepts and answer questions.
Provide clear and concise explanations.
Offer additional resources and support.

Career center

Learners who complete Dealing With External Stakeholders In A Diverse Environment will develop knowledge and skills that may be useful to these careers:

Sales Representative

A sales representative interacts with external stakeholders to secure sales and build relationships. This course, focusing on understanding and addressing the interests of external stakeholders, helps a sales representative engage with clients by understanding their needs and tailoring communication strategies for them. The course's emphasis on anticipating and handling objections prepares a sales representative to navigate challenges and pushback from potential clients. The simulations provide practice to refine communication in various scenarios.

See salaries and explore the career path for Sales Representative

Public Relations Specialist

A public relations specialist manages an organization's relationship with the public and other external stakeholders. This course's focus on communicating with and influencing external stakeholders directly supports a public relations specialist's work with diverse audiences. The course's emphasis on understanding the interests of others is crucial for crafting targeted messages and building rapport. The learning about overcoming objections will benefit a public relations specialist when anticipating potential criticism of the organization.

See salaries and explore the career path for Public Relations Specialist

Account Manager

An account manager is responsible for maintaining relationships with key clients, involving a great deal of external stakeholder interaction. This course, with its focus on understanding and communicating with diverse external stakeholders, is directly applicable to the needs of an account manager. The course helps build skills in asking key questions to discover what motivates external clients, tailoring communication, and anticipating and addressing objections. The simulations provide practice in difficult conversations.

See salaries and explore the career path for Account Manager

Negotiator

A negotiator works to reach agreements between parties, requiring an understanding of the interests and needs of external stakeholders. This course's emphasis on understanding interests and influencing the decision making of external stakeholders is directly applicable to the role of a negotiator. The course’s focus on handling objections and using cautionary tales is critical in a variety of negotiation scenarios. The simulations will give real world practice in negotiation.

See salaries and explore the career path for Negotiator

Business Development Manager

A business development manager aims to grow an organization, requiring a great deal of communication with external stakeholders. The course, with its focus on understanding stakeholder interests and influencing external decision making, is directly applicable to this role. The course provides practice in addressing objections and communicating ideas to diverse groups. The realistic simulations help prepare someone in business development for dealing with difficult clients.

See salaries and explore the career path for Business Development Manager

Community Organizer

A community organizer works with members of the public to advocate for their interests, requiring a great deal of interaction with external stakeholders. This course's focus on understanding the interests of others and influencing their decision-making can be very helpful to a community organizer. The modules on overcoming objections and speaking to the interests of others are particularly relevant to managing diverse community groups. The simulations provide practice in difficult conversations with individuals and groups.

See salaries and explore the career path for Community Organizer

Customer Success Manager

A customer success manager works with clients, ensuring they achieve their desired outcomes. This role requires interacting with a variety of external stakeholders from different organizations. This course, especially in its focus on speaking to the interests of others and handling objections, provides helpful skills. By learning to understand clients' interests and address their concerns, a customer success manager can foster stronger relationships with each client. The simulations will help practice how to deal with difficult clients.

See salaries and explore the career path for Customer Success Manager

Lobbyist

A lobbyist advocates for policies or positions, requiring the ability to influence external stakeholders. This course, focused on understanding the interests of others and influencing decision-making, is helpful for a lobbyist. The course's focus on overcoming objections and communicating to specific interests can be useful in influencing government officials and other stakeholders. The simulations provide a chance to improve skills necessary for effective communication in diverse scenarios.

See salaries and explore the career path for Lobbyist

Project Manager

A project manager coordinates teams and resources, often working with external stakeholders. This course, with its focus on understanding the interests of others and communicating effectively, may be helpful to a project manager. The course's modules on overcoming objections and influencing others build skills for managing conflict and achieving goals. The simulations can help a project manager practice working with diverse perspectives and personality types.

See salaries and explore the career path for Project Manager

Human Resources Partner

A human resources partner works with both internal and external stakeholders, advising on policies and practices. This course, with its emphasis on understanding interests and navigating difficult conversations, may be useful for an HR partner. The simulations provide an opportunity to practice interacting with various types of stakeholders. The course's focus on communication can help an HR partner deal with sensitive employee or client issues.

See salaries and explore the career path for Human Resources Partner

Mediator

A mediator facilitates communication to resolve disputes, requiring strong skills in understanding diverse perspectives. This course, with its focus on understanding interests and influencing external stakeholders, is relevant to a mediator. The course’s attention to anticipating and handling objections, as well as communicating to the interests of people, is essential for a successful mediator. The simulations allow someone to develop their skills in a safe environment before trying them in a real world setting.

See salaries and explore the career path for Mediator

Consultant

A consultant provides expert advice, requiring interaction with many external stakeholders. This course, with its focus on understanding the interests of others and influencing their decisions, may be helpful to a consultant. The skills taught in the course, such as asking key questions, handling objections, and tailoring communication, are useful for a consultant working with new clients. The simulations offer practice communicating with a variety of stakeholders.

See salaries and explore the career path for Consultant

Fundraiser

A fundraiser works to secure donations, requiring that one interact well with external stakeholders. This course, with its focus on influencing the decision-making of external stakeholders and communicating to their interests, may be helpful for a fundraiser. The course's focus on anticipating and addressing objections is relevant to a fundraiser who must convince benefactors to donate. The simulations help develop skills in handling various personality types.

See salaries and explore the career path for Fundraiser

Market Research Analyst

A market research analyst gathers and analyzes data, often interacting with external stakeholders to understand market trends. This course, with its focus on understanding the interests of others and communicating effectively, may be useful when a market research analyst conducts surveys or focus groups. The skills in asking key questions to discover the underlying interests of others are transferrable to the process of market research. The simulations can help practice how to deal with difficult customers during focus groups.

See salaries and explore the career path for Market Research Analyst

Journalist

A journalist gathers and reports information, requiring interaction with many external stakeholders. This course, with its focus on understanding interests and asking key questions, may be helpful. The course promotes skills in understanding other people's motivations which can be useful in writing more accurate pieces. The simulations offer a safe space to practice these skills before applying them in interviews with real people.

See salaries and explore the career path for Journalist

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Dealing With External Stakeholders In A Diverse Environment.

Difficult Conversations

Save

Provides a framework for understanding and navigating difficult conversations, which is directly relevant to dealing with external stakeholders. It offers practical advice on understanding different perspectives, managing emotions, and finding common ground. The book's focus on communication strategies aligns perfectly with the course's objectives. It valuable resource for anyone looking to improve their ability to engage in productive and respectful dialogue, especially in challenging situations.

Difficult Conversations: How to Discuss What...

Paperback

Influence, New and Expanded

Save

Explores the psychology behind persuasion and influence, providing valuable insights into how to effectively communicate with and influence stakeholders. It delves into the six key principles of influence: reciprocity, commitment and consistency, social proof, authority, liking, and scarcity. Understanding these principles can help you tailor your communication strategies to resonate with stakeholders and achieve your desired outcomes. This book useful reference for understanding the underlying factors that drive decision-making.

Influence, New and Expanded: The Psychology of...

Hardcover

(中文) Influence, New and Expanded: The Psychology of...

Paperback

Dealing With External Stakeholders In A Diverse Environment

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What's inside

Syllabus

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Activities

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