stakeholder relations management and conflict resolution

SUPREME MANAGEMENT CONSULTANTS

CHARLES COTTER25 APRIL 2013

RANDBURG TOWERS

PRESENTATION OVERVIEWIntroduction

Key points

Summary

Questions

INTRODUCTORY LEARNING ACTIVITY

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Elaborate on your choice of word association

STAKEHOLDER MANAGEMENT

Defining Stakeholders

Stakeholder management process

STAKEHOLDER MANAGEMENT PROCESS

Step 1: Identify stakeholders

Step 2: Prioritize stakeholders

Step 3: Get to know stakeholders

Step 4: Stakeholder relationship management

STEP 1: IDENTIFY STAKEHOLDERSInternal

External

Differentiating factors:

InfluenceRequirementsRelationships

STEP 2: PRIORITIZE STAKEHOLDERSThe Power/Interest Grid

STEP 3: GET TO KNOW STAKEHOLDERS

Key questions

Stakeholder Map

Blockers/critics

Supporters/Advocates

STEP 4: STAKEHOLDER RELATIONSHIP MANAGEMENT

Engagement strategies

Relationship-building strategies

Win-Win (mutually beneficial) relations

The Emotional Bank Account (Trust)

The 3 C’s – Connection, Capability and Concern

LEARNING ACTIVITY Group Discussion

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Provide feedback

STAKEHOLDER CONFLICT MANAGEMENT AND RESOLUTIONDefining conflict

Differentiating between functional and dysfunctional stakeholder conflict

Identifying the causes/sources of stakeholder conflict

Indicators/warning signs of stakeholder conflict

Levels of stakeholder conflict

LEARNING ACTIVITY Group Discussion

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STAKEHOLDER CONFLICT RESOLUTION STYLES

Competing (Shark)

Collaborating (Owl)

Compromising (Fox)

Accommodating (Teddy-bear)

Avoiding (Turtle)

STAKEHOLDER CONFLICT RESOLUTION STYLES

LEARNING ACTIVITY Group Discussion

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THE 4-STEP STAKEHOLDER CONFLICT RESOLUTION PROCESS

Step 1: Identify sources of potential and actual conflict

Step 2: Develop conflict resolution strategies/techniques

 Step 3: Apply conflict resolution

strategies/techniques

Step 4: Control and review the effectiveness of the conflict resolution strategy/technique

LEARNING ACTIVITY Group Discussion

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Provide feedback

STAKEHOLDER CONFLICT MANAGEMENT GUIDING PRINCIPLES

Acknowledge that a difficult situation exists

Let individuals express their feelings

Define the problem

Determine underlying need.

Find common areas of agreement, no matter how small

Find solutions to satisfy needs

Determine follow-up you will take to monitor actions

Determine what you'll do if the conflict goes unresolved

CONCLUSIONSummary

Questions

Contact details:

Charles Cotter +27 84 562 9446 charlescot@polka.co.za Linked In Twitter: @Charles_Cotter