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BCS STEN Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Facilitated Workshops | 15% | - Purpose and benefits of workshops - Facilitation techniques and roles - Planning and preparing workshops - Visualisation and elicitation techniques |
| Communicating with Stakeholders | 10% | - Active listening and questioning techniques - Barriers to effective communication - Communication process and models - Adapting communication style |
| Creative Problem Solving | 10% | - Creative thinking process - Evaluating and selecting solutions - Idea generation techniques - Barriers to creativity |
| Understanding Stakeholders | 15% | - Stakeholder engagement strategy and planning - RACI analysis - Identifying stakeholders - Analysing and prioritising stakeholders |
| Managing Conflict | 5% | - Thomas-Kilmann conflict modes - Conflict resolution strategies - Causes and types of conflict - Turning conflict into positive outcomes |
| Managing Expectations | 10% | - Setting realistic expectations - Managing changes and scope creep - Monitoring and reviewing expectations - Transparency and honesty |
| Negotiating with Stakeholders | 10% | - Preparation and negotiation tactics - Integrative vs distributive negotiation - Principled negotiation approach - Reaching agreement and commitment |
| Building and Maintaining Rapport | 10% | - Mirroring, matching and pacing techniques - Verbal, vocal and visual communication elements - Cultural and equality considerations - Nature and importance of rapport |
| Working with Stakeholder Groups | 15% | - Roles and responsibilities in groups - Group formation and development (Tuckman model) - Influencing and motivating groups - Managing group dynamics |
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