One of the key areas of Project or Program management is
stakeholder management. Many of you who are experienced project manager you
already know how crucial and important this is in achieving client
satisfaction.
Although you do everything suggested in the Stakeholder Management
chapters in most of the project management books. However, in most of the cases
you would have one or two stakeholders (or more if you are really unlucky!) who
would make you go crazy. They are so so very difficult to work with and manage.
They would try to find something negative to criticize in every situation even
though project is on track and client organizational benefit realized and you have
hit all the milestones, getting appreciations from everywhere, but keeping them
happy and engaged.. my God it is so difficult.
In many cases this
leads to project risks, affects the moral of Project Manager and the team. Worst
part is that when you need any support from them (which they supposed to
provide in their role of being key stakeholders), you never get that and you
started getting hopeless and nervous.
Here is few quick tips which could help address this
challenging situation:
- Try to understand their personality and motivation
Best way to do is to talk one to one in an informal
environment over a coffee or lunch in case you work face to face with them. If you
are remote, try to catch them up on few informal calls. Let them open up, this
may not happen very soon but keep trying. Once you understand the personality,
know their motivation and preferences, try adjusting your behavior and tailor
communication according to that.
- Try to understand hierarchy and there position in client organization
This helps a lot … know their influence in their own
organization. Many times, I have found a contractor from client organization
would behave differently compared to regular employee due to certain performance
pressure or other insecurities he might have. Also, after knowing their
authority level you can use below chart to strategized your dealing with them.
- Accept their authority and do not argue - be diplomatic
Once you know the stakeholders’ authority, accept it. Do not
fight even though you do not agree with them on certain things. Prove your
point backed up by data, evidences and POC outcomes. Make sure you do your
homework and have got other stakeholders in your side who can help you.
- Make your management updated on issues related to difficult stakeholders
Make sure you higher management is updated about those
stakeholders who make issues out of non-issue. If needed, again back this up
with the data and evidences while assuring them that you are committed and
doing your best to have these stakeholder aligned. Management support would
ease of a lot of pressure from you and you would be mentality better prepared
to face the challenges ahead.
- Documentation is key
This is really important and would save you and project
going into the real trouble. Make sure anything discussed in any meeting with
stakeholders is documented. Releasing a Minutes of Meeting immediately after the
meeting or call is the best way to do that.
Make sure scope is documented and signed off from the client
authority and a requirement traceability mechanism is established.
RACI is agreed and all other artefacts are signed off and an
Artefact Tracker is maintained.
- Give them credit when you achieve key milestones or project success
Who does not like to be appreciated and receive credit for success?
Even though it was difficult dealing with them find ways to appreciate them for
project success. This would help them to get engaged in less negative way in
the future and could be a starting point of building rapport.
Have you ever dealt with difficult stakeholders, and what
did you do to manage the situation? Please provide your comments and share. Looking
forward to hearing from you.
