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On successful completion of the module, learners will be able to:
Demonstrate the ability to identify and make use of sources of knowledge and evidence relating to customer and supplier relations including cross functional working, negotiation strategies, shaping common purpose and conflict management.
Demonstrate an awareness of ethical principles and professional codes relevant to customer and supplier relations.
Analyse the information and ideas relating to customer and supplier relations.
Demonstrate reflection upon the concepts and theories of customer and supplier relations in relation to their work and professional context.
Make a selection of concepts and theories of customer and supplier relations which they can relate to their work.
Select appropriate content, medium and style that is intended for a professional and /or academic communication. Evidence sources of information and demonstrate origins of ideas by referencing sources using a consistent style.
Analyse how they have been able to relate/apply concepts and theories of customer and supplier relations to their work context.
This module will explore:
- Approaches to stakeholder, customer and supplier management, developing engagement, facilitating cross functional working and negotiation
- How to shape common purpose
- Techniques for conflict management and resolving conflicts.
- Building rapport and trust between self and others in the learner's professional network.
- Development of professional networks.
- Maintaining networks and relationships across a diverse population, cultures and backgrounds.
- Understanding the contribution of professional relationships to the formation and development of team environments.
- Consideration of personal influence in relation to negotiation with reports, peers and senior management and external stakeholders.
- How to work effectively with internal and external customers and suppliers.
On completion of the module learners will be able to:
- Describe the principles of stakeholder, customer and supplier engagement and management.
- Analyse stakeholder, customer and supplier engagement and management in own organisation and identify strategies for improvement.
- Explain the benefits and challenges of cross-functional working and apply this method of working to deliver positive results.
- Explain negotiation strategies and practice these.
- Explain methods for shaping common purpose.
- Evaluate models of conflict management and resolution and successfully apply these.
Learning and teaching typically includes a range of methods such as lectures, seminars, workshops and tutorials, with emphasis on team experience and peer support, large and small group discussions, problem-solving activities and individual and paired working.
Learners may be expected to draw on a range of theoretical/academic, personal and work-based resources. Course documentation, support materials and web-based materials will be available on the VLE as appropriate.
Implementation of study skills will be supported and in particular teamwork, and the capacity to develop written argument, will be developed. During the course of each session there will be opportunities for tutor/student interaction to meet individual needs and help develop skills, confidence, competence, knowledge and understanding relating to the aims and objectives of the module. Accessing library resources and help with coursework study skills will be available from services across the university.
Learners would be expected to prepare for the sessions by reading set texts and completion of tasks set in class or via the VLE and will be expected to take part in a wide range of learning activities.
Learners will maintain their Personal e-portfolio during this module and on-going self-evaluation will be part of the learners' identification of needs.
Lectures, seminars, learning activities, workshops and tutorials
Contact Hours: 40
Intended Group Size: 20
Flexibly delivered e-engagement e.g. VLE activities, assessment support and e-support including tutorials
Contact Hours: 40
Intended Group Size: 1-6
Guided independent study
Hours: 120
Further details relating to assessment
The assessment method is in keeping with the approved module descriptor in the Work Based Learning Framework.
Learners will be expected to orally present the outcomes of their learning relevant to the subject content in a 15 minute presentation followed by a question and answer session. The presentation should be supported by work based artefact(s) and a critical commentary. An option to present a written report rather than orally present learning will be available.
Other relevant matters
Learners must demonstrate awareness of workplace application of learning and development of skills relating to customer and supplier relationships and develop evidence through their personalised e-portfolio to sufficiently demonstrate the skills and behaviours expected of a Chartered Manager.
Module Coordinator - PRS_CODE=
Level - 4
Credit Value - 20
Pre-Requisites - NONE
Semester(s) Offered - 4S1
