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BICSI STEN-V2.2 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Ensuring equality | 10% | - Unconscious bias - Empathy maps - Equality, diversity and inclusion: definitions |
| Building rapport | 10% | - Mehrabian's elements in communication
- The nature of rapport - Building rapport using mirror, match and pace |
| Facilitating workshops | 10% | - Roles in a facilitated workshop - Facilitation techniques: elicitation and visualisation - Facilitated workshop planning - Benefits of facilitated workshops - Running a facilitated workshop - Stages of a facilitated workshop |
| Managing conflict | 10% | - Thomas-Kilmann conflict styles - Options for conflict resolution - Roots of conflict: goals, judgements and values |
| Communicating with stakeholders | 10% | - Active listening - The communication process - Listening behaviours: judging, filtering, being right and rehearsing - 4As communication planning - Barriers to communication: semantic, physical and psychological |
| Managing expectations | 10% | - Categories of expectations - Process for managing expectations - Sources of expectations: controllable and uncontrollable expectation creators |
| Negotiating with stakeholders | 15% | - Integrative and distributive negotiation - BATNA - Principled negotiation |
| Managing stakeholders | 15% | - Stakeholder analysis and prioritisation - Stakeholder planning and monitoring - Stakeholder categories - RACI analysis - Stakeholder perspectives |
| Working with stakeholder groups | 10% | - Learning styles
|
