International Institute for Learning, Inc.
Business Analysis
Facilitation Skills for Business Analysts
Communication and Problem Solving
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Traditional Classroom
Course No.:
3 Days
Credits: 21 PDUs  •  2.1 CEUs
21 PD Hours  •  21 CDUs
Virtual Classroom / On-Demand Learning
Course No.:
Six 3-hour sessions
Credits: 18 PDUs  •  1.8 CEUs
18 PD Hours  •  18 CDUs

No prerequisites: this course is suitable for both novices and experienced people who need to elicit business requirements or solve business problems.

Note: The Business Analysis Body of Knowledge (BABOK®) is a useful accompaniment to this course. Prior to taking the course we recommend that you download a copy of the BABOK® from

Course Level: Basic/Intermediate
This course is part of IIL’s Business Analysis Certificate Program (BACP), a comprehensive program designed to provide the core skills, knowledge and hands-on experience needed to succeed as a Business Analyst in today’s global marketplace. Learn more about the BACP.

About the Program
This course teaches the methods needed to organize and run information-gathering events. It combines the basics of graphic decision making and modeling with facilitation, communication and meeting management skills.

Who Should Attend
It is important for you to attend if you:

  • Work as a business analyst
  • Define and manage requirements through the development life cycle
  • Elicit information from stakeholders to define requirements
  • Solve business problems

Performance Focus

  • Business analysis
  • Defining solutions to business problems
  • Requirements elicitation
  • Facilitation of meetings
  • Negotiation skills and techniques
  • Decision analysis

What You Will Learn
You will learn how to:

  • Acquire information necessary to the definition of requirements
  • Conduct a requirements information gathering session
  • Identify alternate solutions to business problems
  • Obtain agreement that the solution is usable in the business environment

Course Overview

Getting Started

  • Introductions
  • Course structure
  • Course goals and objectives

Foundation Concepts

  • The role of the Business Analyst
  • Knowledge areas in the IIBA®’s A Guide to the Business Analysis Body of Knowledge® (BABOK® Guide)
  • The Business Analyst and the product/project life cycle
  • Facilitation skills for the Business Analyst

Requirements Communication through Requirements Planning and Management and Enterprise Analysis

  • Overview of requirements communication through requirements planning and management and enterprise analysis
  • Meeting basic communication challenges
  • Requirements communication planning (including stakeholder assessment)
  • Managing requirements conflicts

Targeted Elicitation Techniques for Requirements Communication

  • Synergy between requirements communication and requirements elicitation
  • The information gathering plan
  • Cornerstone targeted technique: interviews
  • Other targeted elicitation techniques
  • Related general communication skills (listening and empathy)

Group Elicitation Techniques for Requirements Communication

  • Synergy between requirements communication and group elicitation techniques
  • Cornerstone group elicitation technique – requirements workshops
  • Other group elicitation techniques
  • Related general communication skills – meeting management best practices
  • Related general communication skills – facilitating best practices

Physical Elicitation Techniques for Requirements Communication

  • Synergy between requirements communication and physical elicitation techniques
  • Cornerstone physical elicitation technique – document analysis
  • Other physical elicitation techniques
  • Summary of elicitation techniques by usage in the requirements process
  • Related interpersonal skills – problem solving

Requirements Communication through Solution Assessment and Validation

  • Synergy between requirements communication and solution assessment and validation
  • Cornerstone technique – requirements Reviews
  • Related general communication skill – presenting
  • Related interpersonal skill – influencing

Special Facilitation Skills – Negotiating and Mediating

  • Synergy between requirements communication, negotiating and mediating
  • Negotiating
  • Mediating


  • What did we learn, and how can we implement this in our work environments?
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