IIBA BABOK Soft Skills Competency Training

As described in the Business Analyst Book of Knowledge (BABOK), there are several underlying soft skills competencies that support and enhance the practice of business analysis. This IIBA BABOK Soft Skills Competency Training class contains topics specifically selected to build the competencies needed to help ensure Business Analysts professional success.

Goals
  1. Earn 14 pdus (professional development units) hours toward certification retention.
  2. Gain enhanced knowledge of the strategic thinking and planning process.
  3. Gain knowledge of a 7-step problem solving process.
  4. Increase client satisfaction through understanding of the SERVE consulting model.
  5. Expand your knowledge of leading-edge technologies, such as cloud computing, Internet of Things, and Digital Transformation.
  6. Heighten your ability to influence, communicate and work with your peers, IT counterparts and business partners.
Outline
  1. Analytical Thinking and Problem Solving
    1. Strategic Thinking and Planning
      1. Organizational Thinking
      2. 6 Step Strategic Thinking Process
      3. 9 Step Strategic Planning Process
    2. Problem Solving and Decision Making
      1. 7 Step Problem Solving Process
  2. Behavioral Characteristics
    1. Five Step SERVE Consulting Model
      1. "S" - Setting up a Relationship
      2. "E" - Establishing Needs
      3. "R" - Recommending Solutions
      4. "V" - Valuing Objections
      5. "E "- Executing - Next Steps
  3. Business Knowledge
    1. Leading Edge IT Technologies
      1. Cloud Computing
      2. Internet of Things
      3. Digital Transformation, etc.
    2. User Experience
      1. Definition
      2. Product Quality
      3. Services Quality
      4. Documentation and Training Quality
      5. Multi-Channel Accessibility
      6. IT Thought Leadership
      7. The User Experience / Client Service Connection
    3. Internal Client Service Concepts
      1. Understanding Your Clients' Characteristics
      2. Being Proactive vs. Reactive
      3. Showing Service Ownership
      4. What Your Internal Clients Want
  4. Communication Skills
    1. Emotional Intelligence
      1. Why EQ, not EI?
      2. Self-Awareness and Self-Management
      3. Social Awareness and Relationship Management
    2. Question Types
      1. Closed, Open and High Yield
      2. Question Usages/Purposes
      3. Accuracy, Clarification, Completeness, Relevance, etc.
    3. Active Listening
      1. Repeating, Paraphrasing, Reflecting
      2. Eyes, Ears and Heart
  5. Interaction Skills
    1. Conflict Resolution
      1. Initial Thoughts and Vocabulary
        1. The Typology of Conflict
        2. Types of Conflict
        3. The Conflict Spiral
      2. Quick Conflict Resolution Tips
        1. Interpersonal Ground Rules
        2. Nice Ways to Say "No"
        3. Using "How" and "What" Questions
        4. VASE, ERIC, and BEGIN
    2. Being an Agent of Change
      1. Changing People and Culture
      2. Making Change Succeed
      3. Commitment and Buy-In
      4. Four Phase Change Process
    3. Leadership without Authority
      1. Leadership Versus Management
      2. Managers Lead by Example
      3. Building Trust
      4. Delegating Without Control
      5. Expectations Setting
      6. Relationship Building
      7. Role of the Manager Leader
      8. Advocating Employee Ideas
      9. 10 Types of Leadership Styles
Professional Development Units

14 PMI® PDUs

Webucator is a Registered Education Provider approved by PMI® to issue 14 professional development units for the successful completion of this course.

Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Training for your Team

Length: 2 Days
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

What people say about our training

Just the right breadth of information, pace and learning materials, coupled with an instructor who has the software expertise and the teaching skills to instruct over the web.
Richard O'Reilly
United Technologies Corporation
Great instructor! Great class!
Brian Skahill
U.S. Army Corps of Engineers
I am extremely pleased with the training provided by Webucator. The instructor was very knowledgeable and able to answer all my questions. He knew the software he was teaching, which is not always the case with online courses! He also provided lots of tips and avenues for my further research. Thanks very much!
Debby Catton
Sun Life Financial
Thank you Webucator. The instructor was extremely courteous, professional, and knowledgeable. She took her time when needed and always made sure I understood the process or concept. One of the best instructors I've ever had.
Asel Villalva
Federal Emergency Management Agency (FEMA)

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