What is the best way to work with a difficult stakeholder?
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As a management consultant, you may encounter difficult stakeholders who challenge your recommendations, question your methods, or resist your suggestions. How can you work with them effectively and maintain a positive relationship? Here are some tips to help you deal with difficult stakeholders in your consulting projects.
Before you label a stakeholder as difficult, try to understand their perspective and motivations. What are their goals, concerns, and expectations? What are the sources of their frustration or dissatisfaction? How do they prefer to communicate and receive feedback? By empathizing with their situation, you can avoid taking their behavior personally and show respect for their views.
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Chris Sanders FCICM
Executive Level International Credit Management & Billing Consultant
Stakeholder Management is one of the 3 Key Attributes of a High Performing Team. No single team can achieve their goals without the assistance of others. Bear in mind that stakeholders are ALL of the people who interact with you and your department, including your team, your senior leadership AND all of the other departments in the business. Be clear about your objectives, match them to the vision and values of the business. Don't waste your energy on trying to convert the nay sayers...if you do it right the results will come and they will convert themselves as everyone wants to be a part of a success story!
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Ethan East
General Manager at Cocentric
In my experience, it’s critical to understand the behaviours of all key stakeholders and understand their motivations. Assessing the key stakeholders in the group and what the decision-making processes are will help you deliver the right information at the right time. Resistance to decisions are a normal human behaviour, we need to ensure that the channels and frequency of communication is defined by both parties. Throughout the process of working with difficult stakeholders you want to maintain communicating what are the benefits and mitigating steps to be taken if decisions / actions go against their beliefs / outcomes.
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Himanshu Saxena
Assistant Manager at TechSci Research | Business Consulting | CCI Filings | KOLs
Working with a challenging stakeholder requires a strategic approach. Understand their perspective, communicate openly, and build trust by being reliable. Identify common goals, show empathy, and involve them in decision-making. Seek feedback, set clear expectations, and consider a neutral third party if conflicts persist. Stay professional, patient, and committed to clear communication for a successful collaboration.
One of the common causes of conflict with stakeholders is a lack of clarity or alignment on the objectives and scope of the project. To prevent this, you should establish a clear and mutually agreed-upon project charter that defines the problem, the scope, the deliverables, the roles and responsibilities, and the success criteria. You should also review and update the charter regularly with the stakeholder to ensure alignment and avoid scope creep.
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Zuzana Klimkova
Sales Manager @Google | Female Leader in Sales, Marketing and Digital Transformation | Driving Growth, Innovation and Digital Success | CxOs Advisor I Startups Mentor
Always ensure you have an updated version of mutually agreed-upon project objectives, the project's scope, progress made, responsibilities for each task and the deliverables. Make sure your client receives all project communications, including a link to the project documentation where they can find the project's objectives and scope. You can include this information in the TLDR section of the email and keep it accessible for future reference. Empower the client to provide regular feedback on the project and align with them in the event of any changes. Ideally, this project version should be available in real-time on all devices (pc, smartphone) for both the client and the project team.
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David Lambourne
Procurement Manager UK
In the first instance, you may view a stakeholder as difficult, but you need to reflect, is this because you are having difficulty understand the wants and needs from your interaction? Does everyone find them difficult? I've found that ensuring your dialogue includes your 'agenda' is so helpful. Also, closing a meeting with a cross-check back to your original plans helps. I also think we need to build into our working ways more empathy. We know people have personal struggles. If we can be kind in our business transactions it helps.
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Mohamed Shihab
building community . human synergy . happiness
I think the key is to keep things simple and constant in order to minimise confusion and conflict. Any changes or modifications should be agreed upon in in-person discussions.
Another way to work with difficult stakeholders is to communicate proactively and transparently throughout the project. You should keep them informed of the progress, the challenges, the risks, and the results of your analysis and recommendations. You should also solicit their feedback and input and address any issues or concerns promptly and respectfully. By communicating frequently and openly, you can build trust and rapport with the stakeholder and prevent misunderstandings or surprises.
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Nokuthula Kubeka
Resourceful Virtual Assistant | Recruitment Specialist | Social Media Management | Basic Payroll Administrator | Empowering Organizations with Top-Notch Administrative and Marketing Solutions"
1. Proactive Updates: Provide regular updates on project status without waiting for inquiries. 2. Transparency: Share information openly, even if it includes challenges or setbacks. 3. Clear Communication: Ensure messages are clear, concise, and easily understood. 4. Address Concerns Promptly: Address any concerns or issues promptly to prevent escalation. 5. Expectations Setting:Clearly define expectations from the beginning to manage anticipations. 6. Feedback Channels:Establish channels for them to express concerns or feedback easily. 7. Timely Notifications: Alert stakeholders promptly to changes or unexpected developments. 8. Document Decisions:Keep a record of decisions and actions to maintain accountability.
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Faraidoon Anwari
Project Manager (Humanitarian & INTL Development), M&E Practitioner, Community-Driven Development, Youth Leader, Member of The Afghanistan Youth High Council, Civil Society, IEP Peace Ambassador, Former ICCR Scholar
I highly recommend that project managers precisely record all decisions made by key project stakeholders during stakeholder meetings and get everyone's signature on the paper. This can prevent future disagreement on project outcomes. Given the fact that each stakeholder is driven by their own interests, such disagreements are inevitable most of the time.
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Jeffrey Sozio
Product Manager @ Akerna Corp. | Driving Product Innovation
Effective communication is crucial, and its impact is maximized when it is open and honest. Establish a communication cadence that suits the team's needs and proactively schedule meetings/calls accordingly. If unexpected issues arise between scheduled interactions, do not hesitate to reach out, setting clear expectations for your next meeting. This proactive approach becomes even more vital when delivering less-than-ideal news.
Sometimes, you may face situations where the stakeholder has unrealistic or conflicting expectations or demands that are beyond the scope or feasibility of the project. In these cases, you need to manage their expectations and negotiate trade-offs. You should explain the rationale and evidence behind your recommendations and the constraints and assumptions that affect the project. You should also present alternative options and scenarios and highlight the pros and cons of each. By doing so, you can help the stakeholder understand the trade-offs involved and make informed decisions.
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Nokuthula Kubeka
Resourceful Virtual Assistant | Recruitment Specialist | Social Media Management | Basic Payroll Administrator | Empowering Organizations with Top-Notch Administrative and Marketing Solutions"
When dealing with challenging stakeholders, effective communication is key. Clearly define project expectations and establish open lines of communication. Regularly update them on progress and address concerns promptly. Be proactive in managing expectations, explaining potential trade-offs, and seeking their input. Understand their priorities and find common ground to build a positive working relationship. Flexibility and a solutions-oriented approach can help navigate challenges. Document agreements and decisions to minimize misunderstandings. In challenging situations, remain calm and focused on finding mutually beneficial solutions.
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Alex Silva
Senior Solutions Architect @ FARFETCH | MBA, Cloud, API, IT Architecture
Conflicting expectations present a daily challenge that can easily create friction within a project. After the initial agreement, new requirements and expectations might arise. Handling them is vital not only for the project's health but also for the mental well-being of your team. That's why it's crucial to align and communicate decisions. Creating and maintaining a Decision Log can be arduous, but when approached collaboratively, it becomes an essential tool, recording what, why, how, when, and who are involved in a decision. Keep in mind the recurring theme of building rapport.
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Antonio Cucco
Business Manager presso AYES – Management & Technology Consulting
Data-backed solutions are key when dealing with challenging stakeholder expectations. By using data to illustrate the logic and value of your recommendations, you can make complex concepts easy to understand. Presenting real-world examples and highlighting the practical benefits of your solution can help stakeholders grasp the trade-offs involved and make well-informed decisions.
Finally, if you are struggling to work with a difficult stakeholder, you should seek support and feedback from your team, your manager, or your client. You should share your challenges and concerns and ask for advice or guidance on how to handle the situation. You should also seek feedback on your performance and areas of improvement from the stakeholder and other relevant parties. By seeking support and feedback, you can learn from your experience and improve your skills and relationships.
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Vivian Yeung (she/her)
PwC | NGO Board | ESG Strategy | Disclosure and Consulting | Climate Communication | People Development | Career Coaching
When you need to deal with difficult stakeholders, bear in mind to externalize all sentiments and feelings, and try your very best to build a professional relationship with them by focusing solely on the project itself. Seek support from teammates and maintain a healthy mental condition.
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Zuzana Klimkova
Sales Manager @Google | Female Leader in Sales, Marketing and Digital Transformation | Driving Growth, Innovation and Digital Success | CxOs Advisor I Startups Mentor
Be sure to reach out to your team, as they can provide a fresh perspective. Your colleagues may have encountered similar challenges and can offer insights, strategies or solutions that you might not have considered. Next, discuss the topic with your manager as well. They can provide mentorship and guidance, help you strategize approaches to specific issues, and offer support in managing expectations and finding solutions. Lastly, maintain open communication with the client. By doing so, you demonstrate your commitment to delivering a successful outcome and your willingness to address concerns.
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Rebecca Sangster-Kelly
Stakeholder Whisperer ¦ Consultant ¦ Communications Expert & CIPR Member
Constructive feedback that is filtered through the set objectives. just because feedback is provided doesn't make it relevant or helpful. everyone should be prepared to weigh up feedback and how helpful it is to ensure it's of benefit.
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Tony Gambill
Leadership Development | Executive Coach | Speaker | FORBES Contributor | Author
The key to influencing others is understanding that a person's need to be heard and understood is more important than satisfying your need to impart wisdom. 𝟭) 𝗙𝗶𝗻𝗱 𝗖𝗼𝗺𝗺𝗼𝗻 𝗚𝗿𝗼𝘂𝗻𝗱 Finding a common issue, goal, or opportunity helps to create shared meaning and value for a successful working relationship. 𝟮) 𝗗𝗲𝗺𝗼𝗻𝘀𝘁𝗿𝗮𝘁𝗲 𝗔 "𝗪𝗲" 𝗣𝗲𝗿𝘀𝗽𝗲𝗰𝘁𝗶𝘃𝗲 Does the stakeholder feel you have their best interests at heart, or do they feel you are leveraging the situation for selfish gain? 𝟯) 𝗔𝘀𝗸 𝗛𝗶𝗴𝗵𝗲𝗿-𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗤𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 Demonstrate empathy and build influence by asking higher-quality questions. 𝟰) 𝗗𝗲𝗹𝗶𝘃𝗲𝗿 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 When you deliver on your commitments, trust is built.
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Jurist Dr. Srikant Parthasarathy
Startup Lawyer, Arbitrator, CIMA UK (Country Topper) CA(AIR 2), PhD (Law), Legal Author, Arbitration Chambers of Dr. Srikant Parthasarathy & Door Tenant at Holborn Chambers, London
In litigation, there is always a difficult stakeholder. It is important to evaluate yourself to find if 'you' are that difficult stakeholder. It happens more than you may expect. The constant barrage of expectations that may flow to you may turn you into a difficult person in the process. How do you manage this? Ask yourself - Did I make the job easier for the person who I asked this question to me? - Did the person get the desired outcome? - Is there something that the person is asking that I am missing? All of these have to be asked with a moral compass intact in terms of ethical considerations. While answering these, you may find that you are a lot easier to work with and they reciprocate in ways more than one
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Elangovan Perumal, PMP®
LinkedIn Top Voice | Transformation, Consulting and Operations Leader | Your Path to Elevating Leadership & Visibility Start Here ✦ Book a 1:1 Now !
Demonstrate emotional intelligence An important part of a managing stakeholder is acknowledging and understanding the emotions of stakeholder in different situations. Even though you intend to provide value to your stakeholder, chances are it evokes stakeholder emotions, and you must be able to handle them well. Therefore, be prepared for emotional reactions, acknowledge them, and handle the situation smartly.