Here are some tools for managing relationship capital. Notice that because KM overlaps with IT, HRD, OD, CRM and QM, many tools are common across these fields.
- Social Network Analysis (SNA), sociogram or stakeholder analysis: Maps and analyzes frequencies of communication, teammate preferences, perceived closeness of interpersonal relationships, degree of agreement/disagreement, etc. between people in a group, organization or network
- Team building and team learning exercises
- Setting up a cross-functional KM Team
- Customer relations management, business development, account management, or business partnership management: Management of relationships with customers, suppliers, partners, etc.
- Customer clubs and e-communities: strengthens a company’s communication and relationship with customers, allows customers to participate in product improvement or R&D, makes some customers feel special by receiving advanced news or product prototypes, etc.
- “Customer ba”: Part of the task of some Japanese customer relations managers is to create an affirmative, trusting and creative “relationship space” between himself and the customer.
- MBTI, Belvin types and other psychological profiling tests: Assessing potential for complementarity and good mix of thinking and working styles among prospective team members
- Various tools in brand management and marketing which enhance reputation and credibility of the company
- Various HR/OD tools to enhance employee loyalty and morale: recognitions, honors and awards; policies that allow appropriate decision-making to employees; CEOs that listen e.g. allow direct emails from employees; facilities that show the company cares e.g. day-care facilities within company premises for young children of mother-employees, etc.
- Group exercise in mind mapping: Allows members to see and better understand the assumptions of other fellow members
- Professional and personal profiles of staff, Expertise Directory, company White Pages: Facilitates staff in getting to know each other and each other’s skills, expertise and talents
- Face-to-face meetings and SN functionalities among e-community or e-CoP members: Mutual trust in a virtual CoP or e-community is best nurtured through face-to-face meetings, and through appropriate social network functionalities in the website of the CoP
- Visioning exercise: Co-creating and contributing to an organization’s vision tend to enhance buy-in and engagement of members in programs, projects and activities aimed at the vision of the organization.
- Negotiation: collaborative/integrative negotiation training, skills development (thanks to Peter Spence), and related tools in conflict management
- Leadership (thanks to Peter Spence), such as “bridging leadership” and leadership that appreciates and applies many of the above.
- Technologies for building or enabling trust (e.g. TrustEnablement by Alex Todd)
Please add other tools that I missed (kindly use the Comment link).
Tags: Belvin types, community of practice, CoP, CRM, customer ba, customer relationship management, e-community, HRD, IT, KM, knowledge management, MBTI, OD, QM, relationship capital, SNA, social network analysis, sociogram, stakeholder analysis, team building, team learning, visioning exercise