'Need to know': How to engage and update stakeholders
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Slides from a presentation given by Annette Andresen to a joint meeting of IIBA UK and PMI London branch on 2 October 2014. One of the biggest challenges faced by project managers and BAs is engaging stakeholders at the right time and with the right information. Done well, you can build support and be given the space to get on with delivering your project. Done badly, your stakeholders will become resistant or begin to involve themselves in the project minutiae, demanding more status updates and wanting more control of the project. In this presentation, Annette Andresen will provide some tips on how to identify your stakeholders, how to engage them and how to present them with meaningful information.
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'Need to know': How to engage and update stakeholders
- 1. Need to know: Engaging your stakeholders Annette Andresen
- 2. Why are we here? The ability to engage stakeholders is becoming the key differentiator between an average BA or project manager and a good BA or project manager. ©The Change Facilitator
- 3. Types of stakeholders Business Leaders Governance boards Unions / works councils Programme Sponsors Middle management ©The Change Facilitator Subject Matter Experts (internal) Vendors
- 4. Identifying your stakeholders • Consider the groups on the previous slide • Which do you have around your project? Identify groups Identify key individuals Identify owners Create a plan • Are there sub-groups? • Within each group, who are the influencers? • Are the influencers all at the top of the hierarchy or do you need to engage multiple levels? • For each individual, who within the project will ‘own’ that stakeholder? • Do you have relationships with all of them? Can supportive stakeholders help you to manage other stakeholders? • How will you approach each stakeholder? How often? • What information do they need and how will you deliver it to them? or
- 5. Creating your stakeholder plan
- 6. Developing a stakeholder plan Who has the right relationship with the stakeholder to build engagement and address any concerns? What do you need from the stakeholder? What is the stakeholder most likely to be interested in / concerned about? How often does the stakeholder need to be engaged / updated? What existing forums does the stakeholder take part in? Are additional 1:1 meetings needed? ©The Change Facilitator
- 7. A stakeholder plan Name Position Owner Influence Current Current Desired Desired Actions level support activity support activity Active 1 5 5 Review monthly with stakeholder owners. Update actions and identify interventions if needed. Passive 1 Resistance Support ©The Change Facilitator
- 9. Developing material for stakeholders: Key Principles Principle 1: They don’t need to know everything!! ©The Change Facilitator
- 10. Developing material for stakeholders : Key Principles Principle 2: Don’t start with the slides. ©The Change Facilitator
- 11. Developing material for stakeholders: Key Messages What will the stakeholder(s) be most worried about / interested in? What do you need from the stakeholder(s)? ©The Change Facilitator What information can we provide to assuage their concerns / sate their curiosity? What information should we provide to help them do this? How can we convince them it’s important / in their interest? Key Messages NB: These may need to be delivered over multiple meetings
- 12. Developing material for stakeholders: Telling a story A classic structure: Where have we come from ©The Change Facilitator Why are we changing - Where are the ‘turning we heading point’ How will we What will it get there look like
- 13. Developing material for stakeholders: And finally… Develop your slides! lways set the context (you don’t know what meeting your stakeholders have come from) Presentation or reading document? Graphics with minimal words Bullet points don’t work! White space is good! ©The Change Facilitator
- 15. Handling emotions: The change curve Denial Can I cope? Anxiety At last something’s going to change! Happiness Fear Change? What Change? What impact will this have? How will it affect me? Disillusionment I’m off!! ͙ this isn’t for This is bigger me! than I thought! Did I really do that? Who am I? Threat Guilt Depression This can work and be good I can see myself in the future Moving Forward Gradual Acceptance I’ll make this work if it kills me!! Hostility ©The Change Facilitator 15
- 16. Building trust Be authentic and Empathise (but don’t honest sympathise) Remember that your stakeholders have a lot of Respect your stakeholders’ other things on (they won’t experience and knowledge always remember) ©The Change Facilitator
- 17. Other considerations It’s a relationship, stupid! ©The Change Facilitator