By Ms. Anita Shanmugam - 2 & 3 December 2019, 9:00 am To 5:00 pm,
Kuala Lumpur
(100% Claimable From HRDF/PSMB)

As a manager, it’s likely that every day you come into contact with your stakeholders. It’s therefore crucial that these interactions are not only effective but successful – you want to be able to build relationships, earn trust, influence and understand the reasons behind the behaviour of your stakeholders. Influencing and persuading all of the internal and external stakeholders - vendors, outsourcing providers, customers and colleagues - in any process are essential elements of managing continuous improvement. Securing the buy-in of individuals where you don't have direct authority can support a drive for operational excellence.

This session delivers great tools and techniques to help you to achieve the best outcomes whilst building and managing excellent business relationships.

Key Benefits
  1. Define the term stakeholder management
  2. Recognize importance of stakeholder management
  3. Categorize internal and external stakeholders
  4. Manage stakeholder engagement
  5. Improve your working relationships through understanding and building rapport
  6. Gather more information from meetings and one to ones
  7. Understand personality preferences
  8. Recognize the importance of stakeholder management and charter a course of action that balances the needs of the organization and the stakeholder in question
  9. Create a plan for building and improving your business relationships.
Who Should Attend:

Functional Managers and Executives who are involved in managing stakeholders either in a supportive, managerial or operational capacity and team members who deal with vendors and customers It provides insight into common models of stakeholder management, and shows how to determine and prioritise stakeholder requirements. You will learn the importance of establishing appropriate performance measures to monitor and review in managing key stakeholders and discuss common problems, such as dealing with conflict, communications roadblocks and resistance to change.


14 Hours, 2 Days.

  1. Interactive lecture - participants are encouraged to interact and questions are employed to stimulate interaction
  2. Simulation - the negotiation scenarios allow experience and practice of negotiation skills
  3. Feedback - there is continuous discussion for participants to comment, make suggestions and share opinions
  4. Case Study and Exercise - these are designed to provide opportunity for participants to work independently and in teams.
Course Outlines :-
    • Outline of course – expected learning outcomes.
    • Who are stakeholders? (Customer, Vendor, Employees and Investor)
    • Stakeholder categories.
    • The role of key stakeholders. (Customer, Vendor, Employees and Investor)
    • Understanding Stakeholder Management - the concepts and processes needed for success
    • Identifying and analysing your particular stakeholders (Customer, Vendor, Employees and Investor)and their needs and expectations
    • Aligning stakeholder requirements to business and organisational objectives.
    • Prioritising stakeholder requirements and expectations.
    • Common communications barriers and “filters”
    • Managing external stakeholders such as suppliers, regulators and the public.
    • Resolving conflict.
    • Managing difficult stakeholders.
    • Managing expectations that can’t be met.
    • Establishing Rapport
    • Building rapport and trust
    • Internalizing your organization Values – Behavior, Manners and Etiquette that enhance the department’s image
    • Establishing service level agreements
    • Ensuring delivery matches expectations
    • Gaining feedback on implementation
    • Looking to Exceed Customer Expectations
    • Communication preferences
    • Managing conversations with stakeholders
    • Selecting communication methodologies to get your messages across
    • Maximising your communication skills when Influencing, & Negotiating
    • The importance of questioning and listening in Influencing, Persuading & Negotiating
    • The importance of “Rapport”, “Connecting” “Self Presentation” and “charisma” in Influencing, Persuading & Negotiating
    • Ongoing management of stakeholder expectations
    • Maintaining the commitment
Your Trainer

Ms. Anita Shanmugam has vast experience gained in managing people; she has also developed skills in training over the years. Her clients had benefited immensely from her coaching and mentoring. She started off as a corporate Sales Executive and later held the position of Sales / Marketing Director. Currently she is a trainer for all levels including operations, supervisory and managerial staff, both in Bahasa Malaysia and English. Having more than 15 years of experience in the training arena, she is known to facilitate her programs using very practical hands-on approach, enabling participants to relate to her teachings easier.

She has intense dedication towards improving personal and organizational performances. With a track record in the corporate/private sector Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is also a certified NLP Practioner that believes you need to be able to communicate with and influence yourself, family, friends, colleagues or clients. She believes that professionally everyone needs to understand how important it is to able to make yourself understood and to effectively influence. It’s a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels and she dedicates her time now to help others change their life for the better.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 1378 / pax
2 persons or more ~ RM 1272 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 5 working days prior to the event else 30% payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
1. Fax 03-6207 6727
3. Payment shall be made payable to SCIENTIA TRAINING SDN BHD
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