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How to handle challenginng stakeholder


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SCQAA and IIBA hosted the meeting jointly

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How to handle challenginng stakeholder

  1. 1. 4/23/2014 1 ©SeilevelAllrightsreserved Welcome April 23, 2014 1 ©SeilevelAllrightsreserved April 23, 2014 2
  2. 2. 4/23/2014 2 ©SeilevelAllrightsreserved SCQAA San Fernando Valley Chapter is sponsoring this 3-day course offered by the International Institute for Software Testing Best Practices in Software Test Planning and Design Regular Price $1795 Price for SCQAA members only $1200 (includes the CSTP-A Certification Exam) You must use promo code SCQAA IIST will also donate $100 for each registration to support SCQAA programs Upon completion of the course and passing the certification exam, attendees will be granted the Certified Software Test Professional – Associate Level ($50 application fee apply) Course location: (To be determined) Course Date: May 28-May 30 For course outline and registration Attend this Three-Day Course and Achieve Professional Certification at a very special price April 23, 2014 3 ©SeilevelAllrightsreserved STOP BEING DIFFICULT! How to handle challenging stakeholders Betsy Stockdale, Business Architect: • over 20 years in IT industry • project lead for more than 5 years • trains technical and business staff on requirements best practices Tuesday, April 22, 2014
6:00 PM - 9:00 PM
21215 Burbank Blvd Woodland Hills, CA 91367 To register for event: Join the IIBA chapter for a discussion on dealing with those stakeholders that tend to stress us by day or impede our sleep at night. We’ll review common types of challenging personalities, from disinterested to aggressive, and give some tips on how to handle each type.
  3. 3. 4/23/2014 3 ©SeilevelAllrightsreserved 23 April 2014Confidential 5 Agenda Introduction Opening remarks Membership and member benefits Q&A ©SeilevelAllrightsreserved • SCQAA-SF ( chapter sponsors the sharing of information to promote and encourage the improvement in information technology quality practices and principles through networking, training and professional development. • Networking: We meet once in 2 months in San Fernando Valley. • Check us out on LinkedIn (SCQAA-SF) • Contact Sujit at or call 818-878-0834 About SCQAA-SF- A Not-for Profit Organization April 23, 2014 6
  4. 4. 4/23/2014 4 ©SeilevelAllrightsreserved Membership Benefits: • Excellent speaker presentations on advancements in technology and methodology • Networking opportunities • PDU, CSTE and CSQA credits • Regular meetings are free for members and include dinner April 23, 2014 7 ©SeilevelAllrightsreserved Membership Policy • Recently revised our membership dues policy to better accommodate member needs and current economic conditions. • Annual membership is $50, or $35 for those who are in between jobs. • Please check your renewal with Cheryl Leoni. If you have recently joined or renewed, please check before renewing again April 23, 2014 8
  5. 5. 4/23/2014 5 ©SeilevelAllrightsreserved Stop Being Difficult! How to Deal with Challenging Stakeholders Betsy Stockdale Seilevel ©SeilevelAllrightsreserved Meet Blue
  6. 6. 4/23/2014 6 ©SeilevelAllrightsreserved Difficult stakeholders can impact projects in many ways Team dis- satisfaction Emotions win Value not delivered Career growth blocked negative outcomes ©SeilevelAllrightsreserved Agenda Types of difficult stakeholders Align stakeholders Tactics for dealing with difficult stakeholders
  7. 7. 4/23/2014 7 ©SeilevelAllrightsreserved mmrrrr mmmr Passive Aggressive Stakeholders ©SeilevelAllrightsreserved Disinterested Stakeholders
  8. 8. 4/23/2014 8 ©SeilevelAllrightsreserved Aggressive Stakeholders ! ©SeilevelAllrightsreserved Indecisive Stakeholders ?
  9. 9. 4/23/2014 9 ©SeilevelAllrightsreserved Let’s share stories of difficult stakeholders we’ve encountered • Work in groups of 3-4 people • Each person come up with an example of one type of difficult stakeholder to share • Try to come up with one story of each kind within your group ©SeilevelAllrightsreserved Agenda Types of difficult stakeholders Align stakeholders Tactics for dealing with difficult stakeholders 
  10. 10. 4/23/2014 10 ©SeilevelAllrightsreserved Stakeholders often base their arguments on emotions  Check egos  Have rational conversations  Find common ground ©SeilevelAllrightsreserved Gaining consensus ! ! ! ! Positions are “what” Interests are “why”
  11. 11. 4/23/2014 11 ©SeilevelAllrightsreserved ! Gaining consensus Understand the interests …behind the positions ©SeilevelAllrightsreserved Use business objectives to control scope and guide conversation Business Problem 1 Competition is gainingan increasing share of the board game market. Business Objective 1 Increase revenue by20% in the next year. Business Objective 2 Increase growth in thetarget market group by25% by the end of the year. Business Problem 2 Traditional board games are not sellingfor the 14-25 year old market group. Product Concept Build a Scrabble app for mobile devices Multi-player platform Compatible with touch-screen phones Single player game mode Success Metric 1: 2 million downloadsof the Scrabble app within first year. Success Metric 2: At least 4.5 star ratingwithin the 14-25 year old market groupwithin the first year. Business Problem 3 Competition has branched out into alternative board game playing methods.
  12. 12. 4/23/2014 12 ©SeilevelAllrightsreserved Increasing # sales reps who passed tests increases sales Increase revenue to $1M next year Taking training before tests increases # passed tests DOWNLOADABLE TRAINING ONLINE TRAINING Providing training options outside classroom increases participation Providing online training increases # of reps taking training Providing offline training increases # of reps taking training $100,000 $10,000 Assign measurable value to what they are asking for and use that to make decisions ©SeilevelAllrightsreserved Get stakeholders to verbally commitment to decisions Because then they will behave in line with that commitment
  13. 13. 4/23/2014 13 ©SeilevelAllrightsreserved Engage everyone in the discussion Give everyone a chance to speak Work as a team to inspire new ideas Everyone gets heard Engaged stakeholders!    ©SeilevelAllrightsreserved Brainstorm ideas using likes, concerns, and suggestions
  14. 14. 4/23/2014 14 ©SeilevelAllrightsreserved Agenda Types of difficult stakeholders Align stakeholders Tactics for dealing with difficult stakeholders   ©SeilevelAllrightsreserved mmrrrr mmmr Passive Aggressive Stakeholders Call them on it privately Prioritize their concerns Ask them to help Build your own credibility
  15. 15. 4/23/2014 15 ©SeilevelAllrightsreserved Disinterested Stakeholders Associate their personal goals to project goals Value their time, use it wisely Emphasize project’s importance ©SeilevelAllrightsreserved Aggressive stakeholders Stay calm and pause to regroup Genuinely apologize if necessary Notice body language Remember your goal and restate the value to the stakeholder Know when to walk away or ask them to Be confident ! !
  16. 16. 4/23/2014 16 ©SeilevelAllrightsreserved Indecisive Stakeholders Help improve their confidence Provide options to choose from Emphasize project’s importance Stress the team can help ? ©SeilevelAllrightsreserved Agenda Types of difficult stakeholders Stakeholder Alignment Tactics for dealing with difficult stakeholders  
  17. 17. 4/23/2014 17 ©SeilevelAllrightsreserved Suggested reading©SeilevelAllrightsreserved
  18. 18. 4/23/2014 18 ©SeilevelAllrightsreserved Suggested Reading Link to visual models book: Link to 3E book: Our Requirements Blog: ©SeilevelAllrightsreserved What questions do you have? search: Betsy Stockdale, Seilevel @Seilevel