Module Content:  1. Analyse different business models, including revenue sources, and the impact of financial transactions. 2.Evaluate commercial awareness, strategic choices for competitiveness, and risk mitigation strategies. 3.Analyse the needs of internal and external customers, internal customer satisfaction, customer personas, the customer journey, and technology’s impact on interactions. 4.Evaluate CX, its distinction from customer service, factors for exceptional CX, customer-centric principles, employee contributions, and strategies for internal collaboration and advocacy. 5.Explain effective communication principles, including clarity, active listening, etiquette, and appropriate channel selection, to address diverse needs and overcome barriers. 6.Evaluate techniques and strategies to strengthen relationships through understanding dynamics, adaptability, feedback, and effective communication. Part 1: Introduction to Business Models •Understand the concept and categories of business models. Key Components of a Business Model •Identify and analyse the building blocks of a business model. Revenue Sources & Financial Models •Explore revenue streams and different financial models. Economic & Cost Factors in Business Success •Analyse the role of economic conditions and cost management in business success. Understanding Financial Transactions & The Balance Sheet •Analyse the business equation and its impact on financial health. Part 2: Introduction to Commercial Awareness •Understand what commercial awareness is and why it matters. Profit vs Non-Profit & Competitive Awareness •Differentiate business types and develop competitive awareness. Evaluating the Competitive Landscape •Learn tools to analyse and monitor competition. Competitive Advantage & Strategic Choices •Understand competitive advantage and key business choices. Risk Mitigation in Competitiveness •Explore methods of reducing business risk. Staff Value, Stakeholder Loyalty & Decision Impact •Recognise the human and relational aspects of competitiveness. Part 3: Internal & external customers •Define internal and external customers and compare their needs and expectations. Customer service principles and customers satisfaction •Understand service principles and the impact of internal customer satisfaction. Organisational culture & reputation •Analyse how internal satisfaction influences culture, reputation, and loyalty. Customer personas •Understand and create customer personas. Customer journey mapping •Map the customer journey to identify opportunities for improvement. Technology’s impact •Evaluate technology’s advantages and disadvantages in customer Wrap up & application •Apply learning to create a customer experience improvement plan. Part 4: Introduction to CX & difference from customer service •Define CX, distinguish it from customer service, and understand the role in the customer journey. Significance of positive CX & key factors •Explore why CX matters and what makes it exceptional. Customer centric mindset •Identify principles and benefits of prioritising customer needs. Building deeper relationships & employee contributions •Understand relationship benefits and employee contributions to CX. Internal collaboration & customer advocacy •Explore how internal teamwork and advocacy enhance CX. Organisational values & CX alignment •Understand how values shape brand reputation and customer trust. Wrap up & application •Apply learning by designing a CX improvement plan. Part 5: •Understanding communication Understand the fundamentals, purpose, and modes of communication •Importance & advantages of clear communication Identify why clarity matters and the benefits of effective communication. •Etiquette in communication Apply etiquette principles to various contexts. •Active listening & clarifying questions Practice techniques to understand stakeholder needs. •Communication channels & technology Choose and adapt channels for effective communication. •Empathy & emotional intelligence in communications Use empathy to build understanding and resolve concerns. •Stakeholder communication & adaptation Tailor communication to diverse stakeholders while respecting cultural differences. Part 6: •Introduction to relationships & stakeholder needs Understand the importance of relationships and recognise stakeholder needs. •Key concepts & pillars of rapport Identify foundational elements of rapport and their role in relationship building. •Adaptability, common round & understanding people Use adaptability and shared interests to connect meaningfully. •Feedback, emotions & trustworthiness Strengthen relationships through constructive feedback, emotional intelligence, and trust. •Networking, boundaries and deepening connections] Apply networking, boundaries, and personalisation to connections sustain relationships. •Dealing with challenges & change Manage relationship difficulties and adapt to change. •Wrap up & application Apply strategies to strengthen personal and professional relationships.