Stakeholder engagement and
communication management

Team management

Conflict resolution

Diversity and inclusion

Leadership

Ethics, compliance and
professionalism

Stakeholder engagement and communication management

The ability to work with people, both internally and externally, to build support to achieve intended outcomes.

Stakeholder engagement is understanding who needs to be engaged and influenced, and ensuring ongoing commitment. Communication management ensures the exchange of relevant and timely information to support the successful delivery of a change initiative and inform decision making.

Knowledge

Application

1

Knowledge of ways to identify and analyse stakeholder interests, requirements and levels of influence.

Determine stakeholder interests, requirements and levels of influence for a change initiative.

Consider:

• Ways to identify stakeholder positions and rationale.
• How to recognise the signs of negative behaviours, either conscious or unconscious (body language, tone of voice), which can have unintended consequences.
• Ways to actively manage resistance.
• The techniques available to maximise the support of champions.

2

Knowledge of the importance of a stakeholder engagement and communication plan.

Produce stakeholder engagement and communication plans.

Consider:

• The importance of effective stakeholder engagement for the successful transition to the business.
• Ways that the message can be tailored to achieve the desired impact.

3

Knowledge of the range of communication methods and media available.

Employ relevant communication methods and media to meet stakeholder requirements and expectations. Disseminate clear, timely and relevant information to stakeholders.

Consider:

• The different channels available and their appropriate application based on messaging, recognising the positive impact that inclusive language can have.
• The need to tailor messaging, considering stakeholders’ preferences (use of data, stories, visual).
• Ways of gaining appropriate contributions from engagement, using appropriate media.

4

Knowledge of the need for feedback routes for stakeholders.

Obtain and respond to feedback from stakeholders which may have an impact on a change initiative.

Consider:

• The importance of recognition for the success of a change.
• Different ways to obtain feedback.
• Ways of determining appropriate responses to the changing needs of stakeholders, the business and a change initiative.

5

Knowledge of methods to monitor the impact of engagement of communication and stakeholder plans.

Monitor the effectiveness of stakeholder engagement and communication plans, adjusting when necessary to respond to changing needs.

Consider:

• The level of contribution/interaction.
• The factors that indicate success.
• The positive and negative signs that reflect stakeholders’ attitudes, behaviours and visibility.
• The need for ongoing adjustment of the plans considering any changes.

Conflict resolution

The ability to identify, address and resolve differences between individuals and/or interest groups.

Conflict resolution is the process of identifying and addressing differences that, if unmanaged, would affect the delivery of change initiatives and the culture of the workplace. Effective conflict resolution exploits healthy conflict to support group development and learning and addresses negative conflict to prevent differences from becoming harmful elements in a change initiative.

Knowledge:

Application:

1

Knowledge of ways to identify conflict.

Take a proactive approach to identify and address potential conflict situations which may impact a change initiative.

Consider:

• The potential positive and negative impacts of conflict.
• Sources of conflict, including seniority, context, situation, proximity and communication styles.

2

Knowledge of different indicators of conflict.

Take an impartial approach to investigating the cause of conflict and supporting others to resolve conflict.

Consider:

• The external and/or internal pressures that can create or fuel conflict.
• The benefits of encouraging parties to take responsibility for resolving their own conflict.

3

Knowledge of the techniques that are available to facilitate conflict resolution.

Respond appropriately and promptly to conflict situations where intervention is required, giving due respect to the views, opinions and concerns of all parties.

Consider:

• Ways to gain appropriate resolution, including active listening, appropriate discussion and exploration of alternative options, to reach an understanding that leads to an agreed way forward.
• The benefits of active communication, objectivity and impartiality in the management of conflict resolution.

4

Knowledge of the ways to evaluate and implement measures and the resources available to provide advice.

Evaluate and implement conflict resolution measures, seeking assistance from others when necessary.

Consider:

• The appropriate negotiation techniques to aid resolution.
• The mix of internal, external and virtual sources to provide specialist advice.

5

Knowledge of ways to confirm success of conflict resolution measures.

Monitor the extent to which conflict resolution measures are successful.

Consider:

• The ways in which to assess collaboration in the workplace.
• The use of active communication to support resolution.
• The indicators of satisfaction or dissatisfaction with the resolution.

Leadership

The ability to empower and inspire others to deliver successful change initiatives by providing vision, direction, feedback and support, so that people can do their best work.

Leadership is essential to the successful management of change initiatives. It requires clear communication of vision, values and objectives. Leadership styles need to be adapted to create a supportive working environment that builds trust, through coaching and mentoring that is engaging and empowering for the individual.

Knowledge

Application

1

Knowledge of the vision of a change initiative.

Maintain a team’s understanding of, and commitment to the vision, values and objectives of a change initiative, through effective and open communication.

Consider:

• The way a change initiative links to strategic objectives.
• The different communication styles required to support the organisation’s values and culture.
• Ways to adapt communication to engage at all levels, both internally and externally.

2

Knowledge of the environment in which a change initiative is being delivered.

Establish environments which present opportunities for empowered and autonomous working, including an approach that takes into consideration how best to work with remote team colleagues and stakeholders.

Consider:

• The positive factors that create a safe and engaging working environment.
• The pre-requisites for high performance.
• The complexities of current working practices, including remote working.
• The techniques required to build resilience at an individual and team level.
• The impact of individual personal circumstances.

3

Knowledge of different leadership styles.

Select an appropriate leadership style based on the situation and/or context; collaborate with others to maintain the momentum of a change initiative.

Consider:

• What is required to facilitate an inclusive and fair environment.
• The chosen life cycle and delivery approach in place.
• The leadership styles available to respond to the changing needs of the team and to the situation or context.
• Ways in which to appreciate and value diverse cultural norms, including communications, learning and personal values.

4

Knowledge of methods for addressing difficulties.

Facilitate open discussions to support the identification of potential or real difficulties and challenges to delivering a successful change initiative; address difficulties and challenges effectively and in a timely manner.

Consider:

• Access to knowledge or data to support discussion.
• Ways in which emotional intelligence helps create an environment that facilitates discussion.
• What is required to manage expectations and create an agreed way forward.
• The skills required to facilitate complex situations.

5

Knowledge of the behaviours and interpersonal skills that underpin effective leadership.

Encourage others to adopt behaviours which builds trust, confidence, and collaboration with and between teams.

Consider:

• Ways to build trust and encourage collaboration.
• The benefits of adopting a coaching and mentoring development style.
• The range of techniques available to develop and encourage emotional intelligence in a team.

Team management

The ability to select, develop and manage individuals to create and sustain teams.

Team management entails bringing people together and motivating, co-ordinating and developing them to achieve specified objectives that cannot be realised individually. It involves encouraging team members, internal and external, to work in collaboration towards achieving a common goal. The success of any change initiative is dependent on effective team management.

Knowledge

Application

1

Knowledge of the vision and goals of a change initiative and the maturity of the team.

Agree team objectives and ways of working to achieve the vision and goals of a change initiative. Determine the level of maturity of the team.

Consider:

• Ways to develop team objectives.
• The different stages of team development and ways to determine the maturity of the team.
• The chosen life cycle and delivery approach in place.

2

Knowledge of the way in which individual and team needs correlate.

Meet the demands of a change initiative through balancing individual and team needs. Celebrate the success of team achievements.

Consider:

• Characteristics of a successful team.
• Ways to motivate and sustain individuals within the team.

3

Knowledge of the range of development and support opportunities available.

Provide opportunities for coaching and mentoring to members of a team. Create an environment of learning and trust to promote continual development, with the ability to be alert to any signs of stress within the team.

Consider:

• The tools and techniques available to assess development needs.
• The benefits of coaching and mentoring to support continual development.
• Different situations that can lead to excessive pressure and how they can be addressed.
• How behaviours change when individuals are experiencing stress.

4

Knowledge of the ways in which team dynamics change.

Address performance issues likely to negatively impact the success of a change initiative.

Consider:

• Ways to maintain a healthy team ethos and avoid ‘groupthink’.
• Typical indicators of performance issues.
• The different ways of addressing performance issues.

5

Knowledge of performance monitoring techniques.

Acknowledge levels of performance through constructive feedback to individuals and teams.

Consider:

• The tools and techniques available to deliver constructive and effective feedback.
• The factors that create a safe and receptive environment.

6

Knowledge of the importance of effective communication to facilitate ownership.

Adopt a proactive approach to communication to establish networks of support and facilitate effective ownership.

Consider:

• The different communication styles that can be used to engage and create trust.

7

Knowledge of the challenges that may be faced when working with virtual and dispersed teams.

Build a relationship of trust and support, taking into consideration the complexities of collaboration, international working, time zones and diversity of culture.

Consider:

• Ways to collaborate, gain trust and share knowledge across multiple teams.
• The rationale, challenges and benefits of remote or virtual working.

Diversity and inclusion

The ability to build and maintain an inclusive environment that embraces a diverse culture.

Diversity and inclusion need to be considered as workplace environments are increasingly made up of individuals with different backgrounds, needs, abilities and ways of working. There is an opportunity within change initiatives to proactively address the institutionalised inequalities that may exist, by being aware and treating people fairly.

Knowledge

Application

1

Knowledge of the value of difference.

Proactively research the different kinds of diversity and how they can impact the way people work. Recognise personal bias and cultural norms that influence perspective and judgement.

Consider:

• The wide variety of diversity, including the protected characteristics.
• An awareness of the conscious and unconscious bias that affects actions.
• The diverse learning and communication preferences and ways to actively manage them.

2

Knowledge of factors that create a positive working environment.

Actively identify and engage with the diverse skill sets and perspectives that constitute a team, to create and sustain a positive, inclusive working environment and address any potential barriers.

Consider:

• Acknowledgement of the different cultural norms and beliefs and the value they could add, and the need for inclusive language.
• The factors that contribute to a psychologically safe environment, leading to an open and honest culture.
• The range of skills available to create flexibility within the team.
• Consideration of the location of team members and ways that togetherness can be achieved, being aware of any workplace accessibility needs.
• The need to make reasonable adjustments to ensure that all individuals have a fair chance.

3

Knowledge of enabling factors.

Maximise the opportunities presented by a diverse team and lead them to a common purpose.

Consider:

• Ways in which to include diversity and recognition of the value of difference.
• The complexity of temporary teams, and how differences can be managed to achieve a common purpose.
• Ways to encourage ideas and respectful challenge.
• The impact of different leadership styles to maximise opportunities.
• The contributions that can be made by individual team members.

4

Knowledge of the organisational culture.

Be able to communicate effectively in a diverse community to create and sustain an inclusive workplace. Understand how to establish a cohesive culture that supports both organisational governance and appropriate values and behaviours.

Consider:

• Ways to communicate the values and beliefs that drive behaviours at an organisational and individual level in a meaningful way.
• How individual experiences can contribute to improvements and changes to culture.
• Recognition that multiple dimensions of culture exist, and acknowledgement of the need to create an inclusive and diverse cultural competence at all levels.
• The balance of priorities within the organisation and active acceptance of the need to treat people fairly.

5

Knowledge of ways in which to treat people fairly.

Actively explore and respond to signs of bias that could impact individual and/or team cohesion and performance.

Consider:

• The appreciation of individual needs and the fair adjustments that may need to be made.
• Ways to lead by example, to demonstrate appropriate behaviours and communication.
• Ways to adapt in order to facilitate contributions from all team members and acknowledgement of when communication is required.
• Recognition that if individuals feel engaged and valued there will be an improvement in team performance and solutions.
• How to recognise signs of resistance.

Ethics, compliance and professionalism

The ability to embody, promote and maintain a trusted profession and to navigate the cultural, legal and regulatory environment.

Ethics, compliance and professionalism encompass working consistently in a moral, legal and socially responsible manner.

Knowledge

Application

1

Knowledge of the wider context and environment in which a change initiative operates.

Identify the wider context and environment in which a change initiative is operating.

Consider:

• The relevant organisational and regulatory influences.
• The scope of ethics and their impact on a change initiative.
• The governance framework and policies that are in place.
• The APM professional code of conduct.

2

Knowledge of appropriate behaviours.

Act in accordance with organisational and professional codes of conduct.

Consider:

• The organisational culture and standards to be adhered to.
• Any relevant codes of practice.

3

Knowledge of the key elements that constitute continuing professional development.

Take responsibility for continuing professional development.

Consider:

• Recognition that competence consists of a mix of knowledge, skills and behaviours.
• The methods of learning and the learning cycle, including ongoing compliance, the awareness of standards and the currency of knowledge.
• The skills required to identify competence gaps.
• The ways in which to engage with learning opportunities.
• The characteristics and importance of meaningful learning objectives.

4

Knowledge of own competence.

Act within the limits of your own competence and authority at all times.

Consider:

• Personal levels of autonomy and self-awareness.
• The levels of support that are available and how they can be accessed.
• How to access and acknowledge constructive feedback.

5

Knowledge of ways to identify and respond to deviations.

Identify any deviations and respond in a professional way.

Consider:

• The six facets that form the scope of ethics.
• The ways to speak up for self and others.
• The culture, values and policies to be adhered to.
• The effectiveness of response strategies.

6

Knowledge of ways to create a trusting environment.

Encourage a safe and effective working environment.

Consider:

• Recognition of behavioural styles that support an honest and open environment.
• The benefits of an adaptive or flexible management style.
• Ways to engage and communicate with stakeholders.
• The characteristics of a collaborative culture.

7

Knowledge of the sources of specialist advice and the standards that need to be adhered to.

Seek specialist advice.

Consider:

• The corporate objectives and governance structure in place.
• The legal and contextual obligations to be adhered to.
• The professional guidance that is available.
• The other sources of data and assistance available.
• The biases in place, be they conscious or unconscious.