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