stakeholder management

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Problem Solving & Decision Making Analysis

Stakeholder ManagementIndirect practices and tools & techniques to apply for project success Meral AltinbilekChristine Aykac


About usMeral Altinbilek, MSc., P.Eng., PMP, PMI-ACP N. Christine Aykac, PMP, PMI-RMP, PMI-ACP, PRINCE2, PRINCE2 Agile

Project Manager, Agile Coach, Facilitator & TrainerFocus on Project, Risk, Agile & Interpersonal Skills teachingCustomized awareness programs and workshopsTogether 50+ years of project and program management experience2


Learning ObjectivesRecognize the direct impact of stakeholder management to project success.Understand the practical tools and techniques for managing and engaging your stakeholders to your advantageLearn how to create a Stakeholder Management planQ &A3

We will accomplish to cover the learning objectives by focusing on the Obvious, tested and tried methods and tools of Stakeholder management, How to apply these techniques in your projects,What are not so well known and indirect practices of stakeholder management? Why and how should you communicate with all of your stakeholders?Where do you start? 3

The single biggest problem in communication is the illusion that it has taken place.George Bernard ShawCommunication is the key4

Communication plays the biggest role in Stakeholder Management4

Who Said it first ?Guess ?5

Can you guess where did the term come from 5

History The word stakeholder was first recorded in 1708 in land claimsMy Stake meant this is my landFirst time introduction of the word stakeholder to business was by Stanford Research Institute in 1963The concept first linked with management strategy with R. Edward Freemans book; Strategic Management: A Stakeholder Approach in 19846

old practice of land claims by placing a wooden stake to outline the boundary of a property right as a person who holds the stake or stakes in a bet in gambling.


Use of word Stakeholder7


Everyone CountsA stakeholder is anyone: Looking for your projects results Drivers Who will do the work Team Who can help you succeed SupportersInterested in your project ObserversWho does not want this change Oppossers

who can ruin your day 8

Leets talk about the key terminology in Stakeholder management and what we mean by each term.8

WHAT IS STAKEHOLDER MANAGEMENT?Engaging the right people in the right way in your project!


In summary Stakeholder management allows you to engage the right people in the right way in your project! And always keep in mind that a stakeholder can be anyone who can ruin your day and your project.


Why Stakeholder Management?To develop relationships with all individuals and manage their impacts to your project

To be better able to:Keep a lid on scope creepEnsure project requirements are alignedUnderstand tolerance for risk, and Mitigate issues 10

Why do you need to manage your Stakeholders ?

Arent they the ones who want this project ?

Why bother to spend time and effort ?10

Technique to Consider


To StartExplore these questions:Who are the stakeholders?What does each stakeholder expect from the project? How will satisfaction be measured across the organization? 12

The first step in any project is to explore these questions:Who are the stakeholders?The first step is to identify the stakeholders, both internal and external to the project. For example, for the application development team, customers would include the application users, along with some internal people to whom services are catered.What does each stakeholder expects from the project?Identify each stakeholder's expectation.How will satisfaction be measured across the organization?Customer satisfaction measures how your project, product or services satisfies or surpasses user expectations. However, it is very hard to quantify this abstract concept. 12

Understand Your Key StakeholdersInterest? Positive or Negative?Motivation?What do they want?Their opinion of your work? Who influences them?How to win them?How will you manage the people who oppose you?Who influences your opponents? 13

The first step is to really understand your stakeholders. Have a deep dive of analysis.

Make sure to:Work out what you want from each stakeholderIdentify the messages you need to conveyIdentify actions and communications


Power & Interest Grid

PMOITFinance DepartmentQA team

Keep them satisfiedExternal RegulatorsCustomersOrganizational assets

Monitor frequentlyProject SponsorSteering CommitteeProject TeamProject Vendors

Manage very closelyFunctional ManagersSales and MarketingSystem AdministratorsSuppliers

Keep informedLowHighInterestPowerLowHigh14

As shown in above slide the Power/Interest Grid, which is also known as the Power/Interest Matrix, is a simple technique that helps project managers categorize and group project stakeholders with increasing power and interest in the project. This technique establishes a base for PMs to focus on the key stakeholders who can support project success or break the project.During the planning phase of a project, PM analysis stakeholders and:Document their interests and motivations in the projectIdentify conflicting interests between stakeholders if anyIdentify relationships between stakeholders if anyDetermine the level of participation required from each stakeholderBy using this matrix, PM can determine which stakeholders to manage closely and which stakeholders to put minimum effort in.

Keep them satisfied: Put enough work to keep them satisfy so much that they are satisfied, but not bored with your message.

Manage very closelyThese are the people you must fully engage and make the greatest efforts to satisfy.

Monitor frequentlyMonitor these people, but do not bore them with excessive communication.

Keep informedKeep these people adequately informed, and talk to them to ensure that no major issues are arising.




How to Keep Stakeholders Happy?Be Consistent Deliver status reports Keep the project moving forward Keep on top of the schedule Monitor Scope Closely 16

Now you know the players and what actions are best to have them engaged and support your project.

You now need to know what are the important elements to keep project stakeholders happy:Be Consistent. Consistency shows leadership and breeds confidence, both with your customer and your team members.Deliver status reports when you say you will or in advance, conduct status meetings regularly, deliver error-free documents, provide accurate project schedules, and always do your best to ensure your team hits the big deadlines. Keep the project moving forward. Make sure everyone knows what they are responsible for and remain engaged all the time.Keep on top of the schedule. Keep good forecasts to know when you need to engage new resources to keep the new tasks on target. The goal is to not let the project stall. Customer satisfaction can drop like a rock if project stalls.Monitor Scope Closely. Keeping a close eye on scope helps keep the team spending time on the original scope. But most of all, in terms of customer satisfaction, it will ensure that the right tasks are getting done in the right timeframe.16

Key Artifacts & ControlsKey artifacts for stakeholder engagementCommunications PlanProcess Changes Change Control processThe project Issues Log, Risk logKey controls for stakeholder managementCollect data throughout the projectAssess the level of engagement Use insights from the data collectionAdjust strategies and tactics periodically17

Basic artifacts to use and controls to apply17

Summary ActionsThinkKnow your StakeholdersIdentify them, Rank themWho are the influencers?Tailor to their needs Know their schedulesModify communicationPartner, lobby communicateWho will help or hinder ?Add summary to each artifact Informal updatesApplyActEngageUtilize voice mail18

In summary,Your course of Action always need to start with THINKING clearly, APPLYING the techniques you have learned, ACTING continuously and ENGAGING everyone in your project appropriately.18

Last but not least Good Stakeholder Management helps you to manage the politics that can often come with major projects. It helps you win support for your projects and eliminates a major source of project and work stress.19


Question & Answer


Before We Finish.All of the Knowledge and Skills you need to manage a projectGuides you to improve your interpersonal and problem solving skillsExplains most common Tools and Techniques

Available in book and ebook formats. Order from Amazon Or Directly from us


Thank You!Meral Altinbilek, MSc., P.Eng., PMP, PMI-ACP N. Christine Aykac, PMP, PMI-RMP, PMI-ACP, PRINCE2, PRINCE2 Agile Email: feedback@decodeseries.comTwitter: @decodeseries



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