Nuances of stakeholder communication

Nuances of Stakeholder CommunicationDAMIAN MOBLEY, PMP, CSM, MCTS, OCP ( T H A T ’ S O R A C L E C E R T I F I E D P R O F E S S I O N A L … N E V E R U S E D I T B U T I T ’ S M O R E L E T T E R S B E H I N D M Y N A M E , H E Y - O ! )

D I R E C TO R O F G L O BA L S Y S T E M S , N O R W E X

D M O B L E Y @ N O R W E X . CO M

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First, a poll.

Are you a people watcher?

POLL #1

The art of observation.

How do people normally observe other people?

◦ “’People watching’ is casual observation… It is what we do most of the time – observing others in a haphazard way. We may be taking mental notes, or may not be paying much attention at all. This is about as far as most people get.” ~ Barbara Sommer, Lecturer -Psychology, UC Davis

http://psychology.ucdavis.edu/faculty_sites/sommerb/sommerdemo/observation/systematic.htm

What are we talking about again?

A brief discussion on observation, familiarization, interaction, and remembrance to enhance stakeholder communication in a project – specifically, stakeholders (who should be) helping you to bring the project to success.

http://queencedar.files.wordpress.com/2012/04/man-with-idea-bulb.jpg

Let’s get familiar, shall we?To go beyond casual observation, and begin using what you know…

Gather Information

Classify

Interact

Review

Remember

What I like to call, the “GICIRR” Method.

http://mcuts.org/wp-content/uploads/2012/08/pencil-paper.jpg

nosce te ipsum.Only slightly less well known than the Latin Delphic maxim of “know thyself” is the Greek phrase,

◦ γνωρίζουν τα ενδιαφερόμενα μέρη σου

This of course means, “know thy stakeholders.”

Words of wisdom.

“You must know who your stakeholders are and their interests to effectively manage them. It will save you from difficulties in the long run and ensure that your project is successful.”

~ Jane Suchan, PMP, Microsoft Philosopher

http://office.microsoft.com/en-us/project-help/establish-and-manage-the-project-stakeholders-list-HA010172673.aspx

“Everyone is a sales(wo)man.”

Good salespeople know how to talk with a prospect before they begin the conversation.

Good salespeople keep track of how their interactions go.

Good salespeople adapt their approach to win.

http://blog.frontpointsecurity.com/wp-content/uploads/2010/08/door-to-door-salesman.jpg

Does your company use a stakeholder register?

◦ It’s created during project initiation and actively maintained through the end of the project

◦ It’s created early on then looked at from time to time, updated infrequently

◦ Hit or miss

◦ It’s… created

◦ Sorry? What’s that?

POLL #2

Stepping beyond casual observation.

Getting the most out of a stakeholder registry:

•Everyone and every group has the basics applied.

•Heavier influence and first-hand contact means more information kept and updated.

•Higher titles do not necessarily equate to more information.


GICIRR – Gather Information

•Historical interactions/word of mouth/gossip.

•Initial observations.

•Administrative notes.


GICIRR – Classify

•Brainstorm classifications.•Age, location, temperament, likes & dislikes, accent, etc.

•Think outside the template.

•Use your time wisely.

LESS INFO MORE INFO

No interaction, little to no influence Daily interaction, high influence


GICIRR – Interact

•Put the register to work.

•Pay attention and adapt.

•Make mental (or physical if you can) notes of success or lack of success with classification and presentation.

I like you!Do this for me!

I like that youlike me. Ok!

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GICIRR – Review

•Did that offhand suggestion of overtime materialize firebrands and pitchforks?

•Did it make a difference that I consciously did not interrupt this person while they were speaking?

•Did I get what I wanted? Did I get what the project needed?


GICIRR – Remember

•Write it down.

•Refer to it later.

•Keep portions for those who come after you.

The fine print.

•Your mileage may vary – don’t overburden yourself.

•Take the right approach.• Superior or subordinate?

• A client?

•Treat people professionally.

•Use what you know.

•Repeat the mantra, “This is not a football game.” if necessary prior to engagement.

•Keep it secret… keep it safe.

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Thank you.

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Leadership & Management

Nuances of stakeholder communication