Course Description
This intensive 10-day training course is specifically designed to equip Community Liaison Officers (CLOs) with the essential skills and strategies for effective stakeholder engagement and proactive conflict resolution within project environments. Recognizing the critical role of CLOs in fostering positive relationships between project teams and local communities, this course provides a comprehensive understanding of stakeholder identification, analysis, communication planning, engagement techniques, conflict management frameworks, negotiation skills, and culturally sensitive approaches. Participants will learn how to build trust, facilitate meaningful dialogue, address concerns, and mitigate potential conflicts, ultimately contributing to smoother project implementation and positive community outcomes.
The course will delve into key areas such as the principles of stakeholder engagement, identifying and mapping project stakeholders, developing communication and engagement plans, effective communication techniques, understanding conflict dynamics, conflict resolution models, negotiation and mediation skills, managing expectations, addressing grievances, working with diverse communities, cultural sensitivity in engagement, ethical considerations, documentation and reporting of engagement activities, and strategies for building long-term relationships.
Course Objectives
Upon the successful completion of this Training Course on Stakeholder Engagement and Conflict Resolution in Projects for Community Liaison Officers, participants will be able to:
ü Understand the principles and importance of stakeholder engagement in projects.
ü Identify and map diverse project stakeholders.
ü Develop effective communication and engagement plans.
ü Apply various communication techniques to engage stakeholders effectively.
ü Understand the dynamics and root causes of conflict in projects.
ü Apply different conflict resolution models and strategies.
ü Utilize negotiation and mediation skills to resolve disputes.
ü Manage stakeholder expectations and address grievances constructively.
ü Work effectively with diverse communities and cultural contexts.
ü Demonstrate cultural sensitivity in all engagement activities.
ü Adhere to ethical principles in stakeholder engagement.
ü Document and report on stakeholder engagement activities.
ü Develop strategies for building and maintaining long-term relationships with communities.
Training Methodology
The course is designed to be highly interactive, challenging and stimulating. It will be an instructor led training and will be delivered using a blended learning approach comprising of presentations, discussions, guided sessions of practical exercise, case study review, web-based tutorials, group work, exploration of relevant issues collaborative strength training, performance measurement, and workshops of participants’ displays, all of which adhere to the highest standards of training. The training technique is built on learning by doing, with lecturers using a learner-centered approach to engage participants and provide tasks that allow them to apply what they’ve learned. Experiential knowledge is also given equal importance within the format of training. Our facilitators are seasoned industry professionals with years of expertise in their chosen fields. All facilitation and course materials will be offered in English.
Who Should Attend?
This Training Course on Stakeholder Engagement and Conflict Resolution in Projects for Community Liaison Officers would be suitable for, but not limited to:
ü Community Liaison Officers
ü Public Relations Officers involved in community projects
ü Social Performance Officers
ü Community Development Officers
ü Project Managers working closely with communities
ü Environmental and Social Safeguards Officers
ü Anyone responsible for community engagement in projects
Personal Benefits
ü Enhanced skills in stakeholder identification, analysis, and engagement.
ü Improved communication and interpersonal skills for effective interaction with communities.
ü Increased confidence in managing and resolving conflicts constructively.
ü Greater ability to build trust and rapport with diverse stakeholder groups.
ü Improved understanding of cultural nuances in community engagement.
ü Enhanced ability to contribute to positive project-community relationships.
ü Increased professional effectiveness and career advancement opportunities.
Organizational Benefits
ü Improved relationships and trust between project teams and local communities.
ü Reduced project-related conflicts and delays.
ü Enhanced social license to operate and community acceptance of projects.
ü More effective communication and information sharing with stakeholders.
ü Better understanding of community needs and concerns.
ü Improved project outcomes and sustainability through community involvement.
ü Enhanced organizational reputation and social responsibility.
Course Duration: 10 Days
Training Fee: USD 5,000
Course Outline
Module 1: Foundations of Stakeholder Engagement in Projects
ü Defining stakeholders and stakeholder engagement
ü Importance and benefits of effective stakeholder engagement in projects
ü Principles of good stakeholder engagement
ü The role of the Community Liaison Officer
ü Practical Session: Identifying the benefits of effective stakeholder engagement for a specific project
Module 2: Identifying and Mapping Project Stakeholders
ü Techniques for identifying all relevant stakeholders
ü Categorizing stakeholders based on interest and influence
ü Using stakeholder mapping tools and matrices
ü Understanding stakeholder power dynamics
ü Practical Session: Creating a stakeholder map for a project
Module 3: Developing Stakeholder Communication and Engagement Plans
ü Defining engagement objectives and strategies
ü Identifying appropriate communication channels
ü Tailoring messages to different stakeholder groups
ü Developing a communication matrix and engagement schedule
ü Practical Session: Developing a basic stakeholder communication plan
Module 4: Effective Communication Techniques for Community Liaison
ü Active listening and empathetic communication
ü Clear and concise verbal and written communication
ü Non-verbal communication and body language
ü Facilitating dialogue and feedback
ü Practical Session: Practicing active listening and empathetic responses in simulated scenarios
Module 5: Understanding Conflict Dynamics in Project Environments
ü Defining conflict and its different levels
ü Identifying common sources of conflict in projects
ü Understanding different conflict styles and behaviors
ü Analyzing the root causes of conflict
ü Practical Session: Analyzing a case study to identify the sources and levels of conflict
Module 6: Models and Frameworks for Conflict Resolution
ü The Thomas-Kilmann Conflict Mode Instrument
ü The stages of conflict resolution
ü Mediation, negotiation, and arbitration
ü Collaborative problem-solving approaches
ü Practical Session: Applying different conflict resolution models to case studies
Module 7: Negotiation and Mediation Skills for Community Liaison
ü Principles of effective negotiation
ü Identifying interests versus positions
ü Developing negotiation strategies and tactics
ü The role of the CLO as a mediator
ü Practical Session: Participating in simulated negotiation and mediation exercises
Module 8: Managing Stakeholder Expectations and Addressing Grievances
ü Setting realistic expectations with stakeholders
ü Establishing grievance mechanisms and procedures
ü Responding to and resolving grievances effectively
ü Learning from grievances to improve engagement
ü Practical Session: Developing a basic grievance management process
Module 9: Working with Diverse Communities and Vulnerable Groups
ü Understanding the needs and concerns of diverse communities
ü Identifying and engaging with vulnerable groups
ü Ensuring inclusive and equitable engagement processes
ü Addressing power imbalances in engagement
ü Practical Session: Developing strategies for engaging with a specific vulnerable group
Module 10: Cultural Sensitivity and Inclusivity in Stakeholder Engagement
ü Understanding cultural norms and values
ü Adapting communication and engagement approaches to different cultures
ü Working with cultural interpreters and mediators
ü Promoting inclusivity and respect for cultural diversity
ü Practical Session: Analyzing cultural factors that might impact stakeholder engagement in a specific context
Module 11: Ethical Considerations in Community Liaison and Project Work
ü Principles of ethical conduct in community engagement
ü Maintaining confidentiality and trust
ü Avoiding conflicts of interest
ü Ensuring transparency and accountability
ü Practical Session: Discussing ethical dilemmas faced by Community Liaison Officers
Module 12: Documenting and Reporting Stakeholder Engagement Activities
ü Importance of documenting engagement activities
ü Methods for recording interactions and feedback
ü Preparing stakeholder engagement reports
ü Using documentation for learning and improvement
ü Practical Session: Developing a template for documenting stakeholder interactions
Module 13: Building and Maintaining Long-Term Relationships with Communities
ü Strategies for building trust and rapport
ü Fostering ongoing dialogue and communication
ü Addressing community needs and contributing to local development
ü Managing expectations for long-term engagement
ü Practical Session: Brainstorming strategies for building long-term community relationships
Module 14: Proactive Strategies for Conflict Prevention
ü Early identification of potential conflict triggers
ü Implementing preventative communication strategies
ü Building strong relationships and trust proactively
ü Facilitating early dialogue and consultation
ü Practical Session: Developing proactive conflict prevention strategies for a project
Module 15: Facilitation Skills for Community Meetings and Consultations
ü Planning and preparing for community meetings
ü Effective facilitation techniques for group discussions
ü Managing participation and ensuring inclusivity
ü Documenting meeting outcomes and agreements
ü Practical Session: Practicing facilitation skills in a simulated community meeting
Module 16: Addressing Specific Conflict Scenarios in Projects
ü Managing conflicts related to land acquisition and resettlement
ü Addressing environmental and social impacts
ü Resolving disputes over resource allocation
ü Dealing with misinformation and rumors
ü Practical Session: Analyzing and developing strategies for specific conflict scenarios
Module 17: Monitoring and Evaluating Stakeholder Engagement Effectiveness
ü Developing indicators to measure engagement effectiveness
ü Collecting data on stakeholder satisfaction and feedback
ü Analyzing engagement outcomes and identifying areas for improvement
ü Using M&E findings to adapt engagement strategies
ü Practical Session: Developing basic indicators to monitor stakeholder engagement effectiveness
Module 18: Advanced Techniques in Stakeholder Engagement and Conflict Resolution
ü Utilizing participatory rural appraisal (PRA) and other advanced techniques
ü Applying conflict mapping and analysis tools
ü Developing multi-stakeholder dialogue platforms
ü Utilizing technology for stakeholder engagement
ü Practical Session: Exploring advanced stakeholder engagement techniques for a complex project
About the Trainers
Our trainers are experienced professionals with a strong background in community development, social sciences, conflict resolution, and project management. They have extensive practical experience working with diverse communities and stakeholders in project environments, and possess proven skills in facilitation, negotiation, and conflict mediation. Their expertise ensures a practical and insightful learning experience, drawing on real-world challenges and effective strategies.
Quality Statement
Phoenix Training Center is committed to providing high-quality training in Stakeholder Engagement and Conflict Resolution for Community Liaison Officers. Our courses are developed and delivered by experienced practitioners, utilizing interactive methodologies and relevant case studies to ensure practical skill development. We aim to equip CLOs with the competencies needed to build strong community relationships, effectively manage conflicts, and contribute to successful and socially responsible project outcomes.
Admission Criteria
ü Participants should be reasonably proficient in English.
ü Applicants must live up to Phoenix Center for Policy, Research and Training admission criteria.
Terms and Conditions
1. Discounts: Organizations sponsoring Four Participants will have the 5th attend Free
2. What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.
3. Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.
4. The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.
5. Approval of Course: Our Programs are NITA Approved. Participating organizations can therefore claim reimbursement on fees paid in accordance with NITA Rules.
Booking for Training
Simply send an email to the Training Officer on training@phoenixtrainingcenter.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.
Or call us on +254720272325 / +254737566961
Payment Options
We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:
1. Groups of 5 People and Above – Cheque Payments to: Phoenix Center for Policy, Research and Training Limited should be paid in advance, 5 days to the training.
2. Invoice: We can send a bill directly to you or your company.
3. Deposit directly into Bank Account (Account details provided upon request)
Cancellation Policy
1. Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.
2. Participants may cancel attendance 14 days or more prior to the training commencement date.
3. No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.
Tailor Made Courses
This training course can also be customized for your institution upon request for a minimum of 5 participants. You can have it conducted at our Training Centre or at a convenient location.
For further inquiries, please contact us on Tel: +254720272325 / +254737566961 or Email training@phoenixtrainingcenter.com
Accommodation and Airport Transfer
Accommodation and Airport Transfer is arranged upon request and at extra cost. For reservations contact the Training Officer on Email: training@phoenixtrainingcenter.com or on Tel: +254720272325 / +254737566961
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