Chapter 13 - Manage Stakeholder

Used to reduce misunderstandings and other miscommunication

Active Listening—

Adaptive teams engage with stakeholders directly rather than going through layers of management Regular interactions with the stakeholder community throughout the project mitigate risk, build trust, and support adjustments earlier in the project cycle thereby reducing costs and increasing the likelihood of success In order to accelerate the sharing of information within and across the organization, agile methods promote aggressive transparency

Agile/Adaptive Environments

When planning for the engagement of contractors and suppliers, coordination usually involves working with the procurement/contracting group in the organization to ensure contractors and suppliers are effectively managed Enterprise Environmental Factors May include organizational culture, political climate, governance framework, personnel administration policies, stakeholder risk appetites, established communication channels, etc....

Agreements

Can be used to evaluate options to respond to variances in the desired results of stakeholder engagement

Alternative analysis—

Analysis of current assumptions and constraints may be conducted in order to tailor appropriate engagement strategies

Assumption and constraint analysis—

Refinement of brainstorming that allows individual participants time to consider the questions individually before the group creativity session is held

Brain writing (also a form of brainstorming)—

General data-gathering and creativity technique that elicits input from groups such as team members or subject matter experts

Brainstorming—

Different methods of communication are used for stakeholders depending on the communication management plan. Feedback on stakeholder reaction from these interactions can be captured in the form of formal/informal conversations, issue identification/discussion, meetings, progress reporting, and surveys.

Communication Skills

Provide clear information to stakeholders

Communication skills - Presentations—

Used to ensure that the information to stakeholders is received and understood

Communication skills - feedback—

Project manager should ensure that conflicts are resolved in a timely manner

Conflict management—

Provision of funds or other resources, including human resources, or providing support for the project in more intangible ways such as advocacy

Contribution—

Help the project manager to plan communications based on the cultural differences and requirements of stakeholders and team members

Cultural awareness—

Used to help the project manager and team to communicate effectively by considering cultural differences and stakeholder requirements

Cultural awareness—

A technique that can be used for this process is prioritization/ranking. Stakeholder requirements need to be prioritized and ranked, as do the stakeholders themselves. Stakeholders with the most interest and highest influence are often prioritized at the top of the list.

Decision making

Classifies stakeholders according to their influence on the work of the project or the project team itself: Upward (senior management, sponsor and steering committee) Downward (team specialists) Outward (stakeholders groups and their representatives outside of the project team etc..) Sideward (peers of the project manager etc..)

Directions of influence—

Assessing the available project documentation and lessons learned from previous projects to identify stakeholders and other supporting information

Document analysis:

To ensure comprehensive stakeholder identification, judgment and expertise should be sought from groups or individuals with specialized training or subject matter expertise in the following: Understanding the politics and power structures of the organization Knowledge of the environment and culture of the organization/customers Knowledge of the industry or type of project deliverable Knowledge of individual team member contributions and expertise

EJ

Set the expected behaviors for project members and stakeholder with regard to stakeholder engagement

Ground Rules

Identifying the people, groups, or organizations regularly that could impact or be impacted by the project, and analyzing and documenting relevant information regarding their interests, involvement, influence, and potential impact on project success. This process has a large impact on the success of the project If a stakeholder is not identified at the start, it may impact overall success. Many stakeholders are identified early in the project, but stakeholders can be identified at any time during the project A stakeholder register is used and includes stakeholder interests, involvement and impact on project success When identifying stakeholders, it is important to identify ALL of them, determine their requirements, expectations, interests, and level of influence on the project

Identify Stakeholders

What is the stakeholder management process?

Identify Stakeholders Plan Stakeholder Engagement Manage Stakeholder Engagement Monitor Stakeholder Engagement

1. Project Charter 2. Business Documents 3. Project Management Plan 4. Project Documents 5. Agreements 6. Enterprise Environmental Factors 7. Organizational Process Assets

Identify Stakeholders - inputs

1. Stakeholder Register 2. Change Requests 3. Project Management Plan Updates 4. Project Document Updates

Identify Stakeholders - outputs

1. Expert Judgment 2. Data Gathering 3. Data Analysis 4. Data Representation 5.Meetings

Identify Stakeholders - tools

A person or group can be affected by a decision related to the project or its outcomes

Interest—

Specialist knowledge which can benefit the project through more effective delivery or knowledge of the power structures of the organization

Knowledge—

Successful stakeholder engagement requires strong leadership skills to communicate the vision and inspire stakeholders to support the work and outcomes of the project

Leadership—

The process of communicating and working with stakeholders to meet their needs and expectations, address issues as they occur, and foster appropriate stakeholder engagement in project activities. Allows the project manager to increase support and minimize resistance from stakeholders, significantly decreasing the risk of the project failing to meet its goals and objectives. Stakeholder engagement is the responsibility of the project manager and involves activities directed toward project stakeholders to influence their expectations, address concerns and resolve issues The ability of stakeholders to influence the project is typically highest at the beginning of a project and gets progressively lower as the project goes on.

Manage Stakeholder Engagement

1. Project Management Plan 2. Project Documents 3. Enterprise Environmental Factors 4. Organizational Process Assets

Manage Stakeholder Engagement - inputs

1. Change Requests 2. Project Management Plan Updates 3. Project Documents Updates

Manage Stakeholder Engagement - outputs

1. Expert Judgement 2. Communication Skills 3. Interpersonal and Team Skills 4. Ground Rules 5. Meetings

Manage Stakeholder Engagement - tools

Used to visually organize information about stakeholders and their relationship to each other and the organization

Mind mapping—

The process of monitoring overall project stakeholder relationships and adjusting strategies and plans for engaging stakeholders. Actively controlling stakeholder engagement will maintain or increase the efficiency and effectiveness of stakeholder engagement activities as the project evolves and its environment changes. Stakeholder engagement is the responsibility of the project manager. The process involves controlling activities directed toward project stakeholders to influence their expectations, address concerns and resolve issues

Monitor Stakeholder Engagement

1. Project Management Plan 2. Project Documents 3. Work Performance Data 4. Enterprise Environmental Factors 5. Organizational Process Assets

Monitor Stakeholder Engagement - i

1. Work Performance Information 2. Change Requests 3. Project Management Plan Updates 4. Project Documents Updates

Monitor Stakeholder Engagement - o

1. Data Analysis 2. Decision making 3. Data Representation 4. Communication Skills 5. Interpersonal and Team Skills 6. Meetings

Monitor Stakeholder Engagement - t

Criteria for successful stakeholder engagement are prioritized and weighted to identify the most appropriate choice

Multicriteria decision analysis

Used to achieve support or agreement that supports the work of the project or its outcomes and to resolve conflicts within the team or stakeholders

Negotiation—

Ensures access to information about levels of engagement of stakeholders

Networking—

Used to stay in touch with the work and attitudes of the team and stakeholders Political awarene

Observation/conversation—

A person or group has a legal title to an asset or property

Ownership—

The process of developing appropriate management strategies to effectively engage stakeholders throughout the project life cycle, based on the analysis of their needs, interests, and potential impact on project success. It provides a clear, actionable plan to interact with project stakeholders to support the project's interests Stakeholder management planning is an iterative process that is reviewed on a regular basis by the project manager As the project progresses, the membership of the stakeholder community and required level of engagement may change

Plan Stakeholder Engagement

1. Project Charter 2. Project Management Plan 3. Project Documents 4. Agreements 5. Enterprise Environmental Factors 6. Organizational Process Assets

Plan Stakeholder Engagement - INPUTS

1. Expert Judgment 2. Data Gathering 3. Data Analysis 4. Decision Making 5. Data Representation 6. Meetings

Plan Stakeholder Engagement - TOOLS

Stakeholder Engagement Plan

Plan Stakeholder Engagement - outputs

Used to understand the strategies of the organization, understand who wields power and influence in this arena, and develop an ability to communicate with these stakeholders

Political awareness—

Each of these techniques supports a grouping of stakeholders according to their level of authority (power), level of concern about the projects outcomes (interest), ability to influence the outcome of the project (influence), or ability to cause changes to the project's planning or execution

Power/interest, power/influence, or impact/influence grids—

May be necessary for projects with a large number of stakeholders, when stakeholders are changing frequently, or when the stakeholder community is complex

Prioritization—

Can include one-on-one reviews, focus group sessions, or other techniques

Questionnaires and surveys—

Includes legal rights like occupational health and safety and moral rights like protection of historical sites

Rights—

Can be used to determine the basic underlying reason that stakeholder engagement is not having the planned effect

Root cause analysis—

Identifies underlying reasons for the level of support of project stakeholders to select the appropriate strategy for improving their level of engagement

Root cause analysis—

describes classes of stakeholders based on assessments of their power, urgency, and legitimacy

Salience model—

Engagement levels include: Unaware, Resistant, Neutral, Supportive, Leading C = Current engagement level of stakeholder D = Desired engagement level of stakeholder

Stakeholder Engagement Assessment Matrix

Component of the project management plan Identified strategies and actions required to promote productive involvement of stakeholders in decision making and execution. Formal or Informal Highly Detailed or broadly framed, based on project needs, and stakeholder expectations May include buspecific strategies or approaches for engaging with individuals or groups of stakeholders

Stakeholder Engagement Plan

Identifies the management strategies required to effectively engage stakeholders Can include: Desired and current engagement levels of key stakeholders Scope and impact of change to stakeholders Identified interrelationships and potential overlap between stakeholders Stakeholder communications requirements Information to be distributed to stakeholders Reason for the distribution of information and expected impact to stakeholder engagement Time frame and frequency for communication distribution

Stakeholder Engagement Plan

Includes processes that: Identify the people, groups, or organizations that could impact or be impacted by the project Analyze stakeholder expectations and their impact on the project Develop appropriate management strategies for effectively engaging stakeholders in project decisions and execution

Stakeholder Management

Contains all of the details related to identified stakeholders including: Identification information—Name, position, location, contact details, etc. Assessment information—Requirements, expectations, influence, etc. Stakeholder classification—Internal/external, impact/influence/power/risk, etc. Should be consulted and updated on a regular basis, as stakeholders may change or new ones may be identified throughout the project

Stakeholder Register

Results in a list of stakeholders and relevant information such as their positions in the organization, roles on the project, expectations, attitudes, and interest in information about the project. Stakeholders "stakes" may

Stakeholder analysis:

Helps to determine the position of stakeholder groups and individuals at any particular time in the project

Stakeholder analysis—

Combines the grid elements into 3 dimensions, which improves the depiction of the stakeholder community as a multi dimensional entity

Stakeholder cube—

Supports comparison between the current engagement levels of stakeholders and the desired levels for successful project delivery (graphic on next slide)

Stakeholder engagement assessment matrix—

Stakeholder diversity Complexity of stakeholder relationships Communications technology

Tailoring considerations

Include but are not limited to: Identifying all stakeholders, not just a limited set of those who are closely involved Ensuring that all team members are involved in stakeholder engagement activities Reviewing the stakeholder community regularly, often in parallel with reviews of individual project risks Consulting with stakeholders who are most affected is the concept of co-creation which places greater emphasis on including affected stakeholders in the team as partners Capturing the value of effective stakeholder engagement, both positive and negative Positive value can be based on the consideration of benefits derived from higher levels of support Negative value can be derived by measuring the true costs of not engaging certain stakeholders effectively which may lead to product recalls or loss of organization or project reputation

Trends/emerging practices

Can be used to select the best response for a variance in stakeholder engagement

Voting—

Information about the status of stakeholder engagement, such as the level of current project support and compared to the desired levels of engagement as defined in the stakeholder engagement assessment matrix, stakeholder cube, or other tool

Work Performance Information

Stakeholder Management Stakeholder Analysis Stakeholder Register Stakeholder Engagement Plan Stakeholder Engagement

key concepts