After three online sessions you will walk away with

• Mass-relational communication principles that create responsiveness in internal and external communication.
• Ways to achieve high responsiveness in campaigns, websites, customer technologies, and collaborative team environments.
• A robust approach that leads to more engaged employees, with more focus on the organization's objectives.
• Methods for making customers more open to a conversation with the organization, even when they have no pressing needs.

DATES

Wednesday, May 5

• Introduction to mass-relational communication

Wednesday, May 12

• Mass Relational Communication – the "Three-Minute" Model

Wednesday, May 19

• Add structured relational communication to customer or employee processes

TIMES

14:00 – 16:00 GMT | 15:00 – 17:00 CET | 09:00 – 11:00 EST | 18:00 – 20:00 Dubai I 20:30 – 22:30 Delhi

Learning objectives

The course brings together years of scientific research and operational best practices.

• Learn about reverse-empathy and understand why people are willing to do something for an organization.
• Gain insight into what it takes to transform a passive receiver of any communication into an engaged contributor in minutes.
• Design a relational communication path that is linked to an organization's relational performance indicators (RPI).
• Create relational messages that can be sent as part of, or parallel to, a core communication message.

Who should attend

Professionals who communicate with large and diverse audiences directly or indirectly, such as:

• Customer and people managers
• Marketing and communication professionals
• Digital channel owners and service managers
• Service developers and service support professionals

What is included in this training

• Three 2-hour online training sessions
• Training documents in digital form
• An individual case review with the course leader
• Restricted access to course material of other courses
• 10% discount on any future courses

Program

The online training program runs for three consecutive weeks, with each session running for two hours. Participants should reserve one hour a week for individual and team assignments. The training is based on state-of-the-art scientific research findings and designed for participants to learn how to apply mass-relational communication principles in making customers and employees responsive to the organization's interests and concerns. In team exercises and individual assignments, participants apply their learning and insights to their situations.

Participants fill out an intake form that aligns the cases and examples used in the course with individual interests and objectives.

Week 1

Introduction to mass-relational communication

• Learn about the orientation and sensemaking processes occurring in customers' and employees' minds when interacting with people, places, and things.
• Learn how to activate and involve people's minds by employing mass-relational communication principles.

Week 2

Mass Relational Communication – the "Three-Minute" Model

• Learn how to engage with people's minds so they consider, discuss and act upon an organizations' topics, concerns and requests.
• Understand how structured relational conversation accesses people's concerns and creates a willingness to act.

Week 2 assignment

Create a relational conversation scenario*

• Select a mass (digital) communication process with customers with key objectives and indicators.
• List specific customer or employee actions that improve the organization’s performance or goals.

Week 3

Engineering a structured relational conversation in a customer or employee process

• Learn how to create active engagement and contribution clusters in operating processes.
• Apply the "Three-M minute Model" to real-time conversations.

Week 3

Case review with course instructors

• Participants receive feedback and recommendations for their real-life case from the course leader.

Optional follow-on activities**

Participants have the option to bring their learning into the reality of their professional environment and organization by scheduling optional follow-on activities with R-Intervention or one of its partners.

• Review of the participant’s case or specific situation with the course instructor.
• R-Audit of a target operating process, mass internal/external communication, or digital touchpoint.

* The information shared as part of the training might be subject to a Non-Disclosure Agreement (NDA).

** Optional follow-up activities from R-Intervention or its partners might have commercial implications that will be assessed and agreed upon by all parties before scheduling follow-up activities.