From awareness to advocacy
Engagement continuum, communication and trust.
- Level
- Bitesize
- Learning time
- 1 hour 15 minutes
- Where
- Engagement and Participation
- Price
- £39
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion
Overview and Outcomes.
Overview
People judge public services more by what they do than by what they say. This module covers the move from broadcasting to dialogue, five basics of good communication, being bilingual by default in Wales, the trust journey pyramid from awareness to advocacy, and building loyalty in services without exit, drawing on Hirschman. It examines Reichheld's Net Promoter Score, the Keiningham critique and the lessons of the NHS Friends and Family Test. Engagement is a range of relationships, from telling people what has been decided to handing them the decision itself. This module uses Arnstein's ladder and the IAP2 spectrum to help you choose the level of engagement decision by decision, compare consultation with collaboration, write an honest engagement promise and close the loop. It draws on the National Principles for Public Engagement in Wales and the Sheffield street trees dispute.
What you'll develop
In this Bitesize, you will develop the ability to:
- Match a communication approach, from telling to dialogue, to the moment, and assess a standard letter against the five basics of good communication.
- Explain trust as reliability plus honesty repeated over time, and use the trust journey pyramid to plan how people move from awareness to advocacy.
- Assess the limits of the Net Promoter Score in public services and apply the Friends and Family Test lessons to turn feedback into visible change.
- Distinguish the three tiers of Arnstein's ladder and the promises made at each level of the IAP2 spectrum, from inform to empower.
- Choose a level of engagement by weighing a decision's impact against the real scope for influence, and write an engagement promise setting out what is open, what is fixed, how the decision will be made and when people will hear back.
The Modules.
1 hour 15 minutes of learning.
- 04Communication, Trust and Loyalty: From Awareness to AdvocacyPeople judge public services more by what they do than by what they say. This module covers the move from broadcasting to dialogue, five basics of good communication, being bilingual by default in Wales, the trust journey pyramid from awareness to advocacy, and building loyalty in services without exit, drawing on Hirschman. It examines Reichheld's Net Promoter Score, the Keiningham critique and the lessons of the NHS Friends and Family Test.38 min
- 05The Engagement ContinuumEngagement is a range of relationships, from telling people what has been decided to handing them the decision itself. This module uses Arnstein's ladder and the IAP2 spectrum to help you choose the level of engagement decision by decision, compare consultation with collaboration, write an honest engagement promise and close the loop. It draws on the National Principles for Public Engagement in Wales and the Sheffield street trees dispute.38 min
Keep going.
Part of the Engagement and Participation topic, also sold whole as Nothing about us without us.
Go deeper, and pay only the difference
- You are hereBitesize, 1 hour 15 minutes, £39
- Next stepFocus, Starting with people, 3 hours, £69. Already own the Bitesize? You pay £30.
- Explore, Who we serve and how they speak, 6 hours, £129. Already own the Bitesize? You pay £90.
- The whole topicImmerse, Nothing about us without us, 11 hours, £249. Already own the Bitesize? You pay £210.
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Prices per person. Read the full terms
Also part of: Voices that shape the work
Other Bitesize in the Engagement and Participation topic
- Knowing who you serveCustomer insight and community engagement2 hours£39
- Hearing every voicePublic consultation law and inclusive engagement1 hour 15 minutes£39
- Deciding togetherDeliberative democracy and digital engagement1 hour 15 minutes£39
- Designing with peopleCo-design and experience-based co-design1 hour 15 minutes£39
- Sharing power in practiceCo-production theory and practice in Wales1 hour 15 minutes£39
- Valuing expertise by experienceLived experience leadership and evaluation1 hour 15 minutes£39
