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BICSI STEN-V2.2 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Building Rapport | 10% | - Elements of Communication: Words, Tone of Voice, Body Language - Techniques for Creating and Sustaining Rapport - Nature of Rapport |
| Negotiation | - Principled Negotiation Approach - Negotiating Positions and Interests - BATNA - Integrative and Distributive Negotiation | |
| Facilitating Workshops | 10% | - Running a Facilitated Workshop - Roles in a Facilitated Workshop - Workshop Preparation and Planning - Stages of a Facilitated Workshop - Facilitation Techniques - Benefits of Facilitated Workshops |
| Working with Stakeholder Groups | 10% | - Learning Styles (Honey and Mumford) - Group Development Process (Tuckman Model) |
| Managing Expectations | - Process for Managing Expectations - Sources of Expectations - Controllable and Uncontrollable Expectation Creators | |
| Communication | - Barriers to Communication - Active Listening and Listening Behaviours - The Communication Process | |
| Ensuring Equality, Diversity and Inclusion | - Unconscious Bias - Empathy Maps - Definitions and Concepts | |
| Creative Problem Solving | - Idea Generation Techniques - Six Thinking Hats - Problem Solving Models | |
| Managing Conflict | - Root Causes of Conflict - Conflict Resolution Options - Conflict Resolution Process - Thomas-Kilmann Conflict Mode Instrument | |
| Understanding Stakeholders | - Identifying Stakeholders - Stakeholder Planning and Perspectives - Analysing Stakeholders |
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