Stakeholder Management and Influence

Learning Level: Manager, Strategic Leader

Format: 3 Hours

Delivery: Virtual

Success rarely depends on what you achieve alone. This highly interactive course helps you build stronger stakeholder relationships, create alignment and influence outcomes, even when you don’t have direct authority.

Every contact centre relies on people working together towards shared goals. Yet gaining support for new ideas, securing resources or driving change can often feel challenging when different priorities, expectations and personalities are involved.

This practical course gives you the tools to identify, understand and engage stakeholders more effectively. You’ll learn how to build credibility, strengthen relationships and communicate in ways that resonate with different audiences. By understanding what matters most to your stakeholders, you’ll be better equipped to influence decisions and achieve positive outcomes.

Using proven stakeholder management and influence models, you’ll explore how to map stakeholder needs, assess levels of support and develop strategies that build trust and commitment. You’ll also discover how emotional intelligence, self-awareness and effective communication help you show up with greater impact and confidence.

Designed for anyone working across teams, projects or departments, this interactive course combines practical frameworks, discussions and real workplace scenarios. You’ll leave with a clear blueprint for success that helps you engage your people, create compelling stories and build productive partnerships that deliver results.

Course content

Stakeholder identification Understand who matters most and their impact on project or business success.

Stakeholder mapping models Assess stakeholder influence, interest and support using proven management frameworks.

Building credibility Develop trust through consistency, visibility and meaningful stakeholder interactions.

Communication strategies Tailor messages to stakeholder priorities, motivations and organisational objectives.

Influencing without authority Gain commitment using practical techniques that encourage collaboration and support.

Understanding stakeholder needs Identify expectations, challenges and drivers influencing stakeholder decision making.

Managing resistance Address concerns constructively while maintaining positive and productive working relationships.

Emotional intelligence skills Use self-awareness and self-regulation to improve stakeholder engagement outcomes.

Stakeholder engagement planning Create structured approaches that strengthen commitment throughout initiatives.

Measuring success Track stakeholder relationships and engagement effectiveness against agreed outcomes.

Learning outcomes

Identify key stakeholders and prioritise engagement based on influence and organisational impact.

Build stronger relationships through trust, credibility and consistent stakeholder communication practices.

Adapt communication approaches to different stakeholder needs, preferences and business objectives.

Apply practical influence techniques to gain support without relying on positional authority.

Manage stakeholder expectations during change, projects and business transformation initiatives.

Navigate challenging stakeholder situations with confidence, professionalism and emotional intelligence.

Create stakeholder engagement plans that drive commitment, collaboration and sustainable outcomes.

Enquire here

Who should attend?

Contact centre professionals who need to gain buy-in, support and collaboration across teams.

What will you learn?

Build influence, gain commitment and navigate stakeholder relationships confidently.

How much is it?

£375 +VAT, Members receive a 20% discount

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326