A two-day interactive course which covers human interactive dynamics, to enhance team work and

collaboration between individuals and groups, improve communication and address key account management. The program is tailored around interactive approaches and incorporates several group activities of highly participative nature.


The focus is to understand how different individual and group dynamics and characteristics can influence the way in which teams and relationships with clients operate, collaborate, and how understanding differences can be highly advantageous to efficient and improved collaboration and profit for the organisation.

This 2-day workshop will focus on:



·       Characteristics of the dysfunctional team

·       Defining roles and responsibilities

·       Using regular, interactive feedback to team advantage

·       Building trust within the team to enhance efficiencies and open channels of communication

·       Company and group values - alignment for better cohesion in teams

·       Understanding personality profiles to improve team cohesion and performance

·       Collaboration as key driver for team success – who, what, when and how

·       Emotional intelligence (EI) principles for more effective collaboration and results



·       Explain different models of the communication process

·       Read others’ communication style and adapt to it

·       Hold more effective and productive conversations at work

·       Influence others ethically

·       Present information and ideas more compellingly


Key Account Management

·       Understand the difference between traditional sales versus Key account sales.

·       Be aware of key account management objectives


This course practices real-world strategies to build and grow strong relationships with your clients. Using practical examples and case studies, you will learn to overcome common challenges in Account Management, while maintaining loyalty with clients of all shapes and sizes.  

Build Partner Management skills to meet mutual goals, establish trust and overcome obstacles with this in-depth course.

·        Set individual and mutual goals to guide relationship development

·        Define boundaries and set clear expectations with clients

·        Explore strategies to expand the value of your partnership with your clients

·        Build client delight and loyalty

·        Choose effective language to use in difficult conversations

·        Maintain healthy relationships with partners through ups and downs

Training form: online (live straeaming)

The training will be implemented using distance learning methods and techniques. Training will be implemented in the form of videoconference conducted using the Zoom program. To participate in online classes you will need a computer connected to the Internet, equipped with a microphone and speaker. It is recommended to connect headphones equipped with a microphone. It is also necessary to have a camera (built into the laptop or connected separately).

Training language: English

Day schedule:

09.00 to 10.30

10.30 to 10.45 break

10.45 to 12.30

12.30 to 13.30 break

13.30 to 15.00

15.00 to 15.15 break

15.15 to 16.30



Day 1



·       Understanding how we understand

·       Revising our view of communication with key clients

·       Taking our client communication skills to a new level


Building rapport

·       Understanding rapport: visual, vocal, verbal

·       How to achieve instant rapport

·       Breaking rapport: why it matters and how to do it well


The role of emotions

·       Welcome to your brain: emotions as part of thinking

·       Identifying your hot buttons

·       Creating better relationships with clients

·       How to manage emotions in yourself and others


Understanding your own communication style

·       Four communication styles

·       Understanding your strengths

·       Becoming a more versatile communicator


Improving our conversations with clients

·       Improving our listening skills

·       Introduction to contact reports

·       Contact report exercises



The skills of influencing

·       Patterns of influence

·       Using language to influence

·       How to influence ethically


Building collaboration

·       Conflict and how it arises

·       Overcoming resistance: identifying needs and resources

·       From blame to commitment

·       A strategy for transforming conflict into collaboration




-        The Kam’s reference system

-        Customer’s perspective

-        Customer/KAM organization map

-        Customer’s key financial data

-        Customer’s portfolio analysis

-        Customer’s strategy and SWOT

-        Our selling strategy and tactical plan

-        Preparing questions for top management

-        Tactical organization plan

-        Forecast meter



Day 2 




-        The dysfunctional team –team dynamics

-        Building trust within teams – trainer leads in informative session and follows this with

-        breakaway, small team activities and feedback

-        Company values and the team – building blocks for team cohesion and improved collaboration

-        trainer and delegates work together to build a framework for different teams

-        Personality profiles – a fun and very enjoyable activity to profile in identify personalities, and

-        drawing on strengths for increased collaboration and mutual understanding

-        Who, what, when and how of collaboration – planning, collaborator selection, monitoring and

-        driving collaborative efforts

-        EI as a tool for increased listening – active listening exercise and understanding the role of

-        empathy and response to increase self-awareness and more effective teamwork


Stakeholder analysis

·       Identifying stakeholders

·       Stakeholder mapping

·       Stakeholder mapping exercise


Key account partnership with client

·       Defining goals

·       Setting boundaries

·       Building and expanding the key account partnership



Managing difficult conversations

·       Planning, structuring and closing a difficult conversation








Fundamental rules of meetings, how meetings work and the golden rules of effective meetings

Preparing for the meeting, preparing as the Chair, preparing to participate


Creating an effective agenda

-        what is an agenda?

-        why have an agenda?

-        improving the agenda

Chairing the meeting

-        opening the meeting

-        managing agenda items

-        closing the meeting

-        next steps


Alistair Stevenson

Alistair Stevenson is a management professional with extensive experience gained in the marketing, human resources, healthcare and industrial sector. Stevenson has worked at director level for the last 17 years. He is an entrepreneur having 13 years experience creating and managing start ups.


Stevenson currently works as a part time lecturer on the executive MBA program at the University of Economics in Poznan, Poland. The university is ranked number two in Poland and the executive MBA program is also ranked in second place. Stevenson lectures in the fields of; Marketing, International Business, Business Strategy and Lean Manufacturing.


Stevenson also works for the European Commission advising where to allocate funding on the Horizon 2020 programme. His job title is Expert Consultant, responsible for evaluating proposals and deciding whether they have commercial potential to be realized and ensuring that they are good value for money for the European taxpayer. He works in the fields of robotics, artificial intelligence and care of the elderly.


Prior to establishing his own consulting company, Stevenson created a medical recruitment company which reached a turnover of 1.2 million pounds in the first year of activity. He was the Vice President Marketing for MedProGO, the largest independent medical marketing and media house in Europe.


Alistair Stevenson has been running business workshops and providing training for over 20 years.

Apart from providing analysis, Stevenson is an experienced manager and can assist in implementing change within an organization.


Stevenson was originally a construction engineer, before graduating the MBA program at the University of Quebec at Montreal (UQAM). He has recently completed a course in Psychology from Berkeley University, California.


Price per person:
1299 PLN

Training price includes:


- access to the live online session


- teaching materials in an electronic version


- certyficate of compleition

The training completion certificate will be issued within 14 days of the training completion date. The certificate will be sent by post to the address provided.

Deadlines and registration for course

Information is provided by:

Alicja Dąbrowska

Centre of Executive Education

CEUE, Towarowa 55, room 3.9


+48 61 854 30 77