how to handle challenginng stakeholder
DESCRIPTION
SCQAA and IIBA hosted the meeting jointlyTRANSCRIPT
4/23/2014
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Welcome
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April 23, 2014 2
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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 www.iist.org/stpw/SCQAA-SF
Attend this Three-Day Course and Achieve
Professional Certification at a very special price
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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, 20146:00 PM -
9:00 PM21215 Burbank Blvd
Woodland Hills, CA 91367
To register for event: http://bit.ly/1jsjolS
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.
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23 April 2014 Confidential 5
Agenda
Introduction
Opening remarks
Membership and member benefits
Q&A
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• SCQAA-SF (www.scqaa.net) 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 [email protected] or call
818-878-0834
About SCQAA-SF- A Not-for Profit Organization
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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
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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
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Stop Being Difficult! How to Deal with Challenging Stakeholders
Betsy Stockdale
Seilevel
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Meet Blue
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Difficult stakeholders can impact projects in many ways
Team dis-
satisfaction
Emotions
win
Value not
delivered
Career
growth
blocked
negative
outcomes
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Agenda
Types of difficult stakeholders
Align stakeholders
Tactics for dealing with difficult
stakeholders
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mmrrrr
mmmr
Passive Aggressive Stakeholders
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Disinterested Stakeholders
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Aggressive Stakeholders
!
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Indecisive Stakeholders
?
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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
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Agenda
Types of difficult stakeholders
Align stakeholders
Tactics for dealing with difficult
stakeholders
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Stakeholders often base their arguments on emotions
Check egos
Have rational
conversations
Find common
ground
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Gaining consensus
! ! ! !
Positions are “what” Interests are “why”
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! Gaining consensus
Understand the interests …behind the positions
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Use business objectives to control scope and guide
conversation
Business Problem 1
Competition is gaining an increasing share of the board game market.
Business Objective 1
Increase revenue by 20% in the next year.
Business Objective 2
Increase growth in the target market group by 25% by the end of the year.
Business Problem 2
Traditional board games are not selling for the 14-25 year old market group.
Product ConceptBuild a Scrabble app for mobile devices
Multi-player platform
Compatible with touch-screen
phones
Single player game mode
Success Metric 1: 2 million downloads of the Scrabble app within first year.Success Metric 2: At least 4.5 star rating within the 14-25 year old market group within the first year.
Business Problem 3
Competition has branched out into alternative board game playing methods.
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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
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Get stakeholders to verbally commitment to decisions
Because then they will behave in line
with that commitment
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Engage everyone in the discussion
Give everyone a chance to speak
Work as a team to inspire new ideas
Everyone gets heard
Engaged stakeholders!
Give everyone a
chance to voice
their opinions
Work as a team to
inspire new ideas
Make sure
everyone feels
they’ve been heard
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Brainstorm ideas using likes, concerns, and suggestions
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Agenda
Types of difficult stakeholders
Align stakeholders
Tactics for dealing with difficult
stakeholders
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mmrrrr
mmmr
Passive Aggressive Stakeholders
Call them on it privately
Prioritize their concerns
Ask them to help
Build your own credibility
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Disinterested Stakeholders
Associate their personal goals to project
goals
Value their time, use it wisely
Emphasize project’s importance
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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 ! !
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Indecisive Stakeholders
Help improve their confidence
Provide options to choose from
Emphasize project’s importance
Stress the team can help
?
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Agenda
Types of difficult stakeholders
Stakeholder Alignment
Tactics for dealing with difficult
stakeholders
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Suggested reading
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Suggested Reading
Link to visual models book: http://amzn.to/OxgGsC
Link to 3E book: http://amzn.com/0735679665
Our Requirements Blog: http://www.seilevel.com/blog
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What questions do you have?
www.seilevel.com/blog www.seilevel.com/resources
search: Betsy Stockdale, Seilevel
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