SUPREME MANAGEMENT CONSULTANTS

CHARLES COTTER25 APRIL 2013

RANDBURG TOWERS

PRESENTATION OVERVIEWIntroduction

Key points

Summary

Questions

INTRODUCTORY LEARNING ACTIVITY

Complete the activity

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

Complete the activity

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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Provide feedback

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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Provide feedback

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

Complete the activity

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