If your project encounters a crisis, such as COVID, how do you adapt your communication with stakeholders to reassure and retain trust while maneuvering through and adapting to the necessary changes? Saving Changes...
We've had to do this and have taken the approach that we will still track but are not as concerned with red, yellow, green and calling people out. A lot of uncertainty right now and that trust is essential. Saving Changes...
The impact of the pandemic may be treated as a formal change to the project if it will affect the scope, delivery approach or any of the approved baselines. In such cases, stakeholder communication and engagement to ensure buy-in to the change is crucial.
Part of the potential change impacts include your communications plan - if you were meeting stakeholders in person, you will now need to make alternate arrangements for example.
Even if there are NO changes to the approach, scope, cost, schedule, resourcing or other aspects of the project, from a risk management perspective it would be advisable to inform all key stakeholders of this fact so that they don't start creating unnecessary churn - i.e. Stay Calm and Project On!
Kiron Saving Changes...
Thomas WalentaGlobal Project Economy ExpertHackenheim, Germany
Stephen,
it is our task to maintain a feeling of safety for stakeholders. For any disruption, make sure you convey that it is recognized and taken care of and safety / security is your main concern. Stay calm and show it.
Be aware that depending on the impact and duration of the disruption, a regular heartbeat might be necessary and that you might need to plan for and execute new engagement types (1:1, meetings, surveys etc). These will be different for different stakeholders, like team, sponsor, customer, users, public, partners.
Then start working to adapt to the disruption, handle the needed changes and communicate them as usual. Saving Changes...
Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
When there is not a crisis when you manage a project? That´s the key question to ask. Always there is a crisis in place when you manage a project. If not, a project has no sense to be started. Saving Changes...
The timing and information you share with stakeholders are the key in any crisis situation. The crisis like COVID need support from all and even customers do accepts some deviations. But it should be communicated in time, to plan alternatives (if possible) for minimizing impact. Saving Changes...
Peter RapinSubject Matter Expect; Project Delivery| Independent ConsultantOntario, Canada
I agree that communications is key to keeping or getting a stakeholder to regain confidence in a project. However one has to consider that the stakeholder may have changes in priorities and availability due the to impact of the pandemic on other initiatives. Your number one priority is the project, not necessarily so with all stakeholders. Alternatively a stakeholder may have a change in risk tolerance as the project has become more meaningful.
One answer or response does not fit all.
Early on try to determine each stakeholders situation and redesign your communications strategy accordingly. Some will require hand holding, others less so. Some may have to be re-convinced as to the value of the project to them. Whatever you do, don't ignore their needs. Saving Changes...
Mohan KulkarniPM Specialist| MBK ConsultantsPune, Maharashtra State. India, India
Dear Stephen
First and foremost one should go into shoes of the stakeholders and enlist the likely issues and doubt s,they would have.
Get ready with the responses to maintain their earned trust so far,
Consider this as a fate accompli or unknown unknown riskand create your risk response strategy and risk responses. Meeting or facing the stakeholders is the one of the first steps.
Create a formal change and evaluate the consequences and remedies. With diligence put before the stakeholders the likely impact or no impact or some impact and give them fair idea of the happening.
Ask for managemnet budget or enhancing the budget as required.
Sharing the scenerio post covid will certainly help the stakeholders to appreciste the reality and they would not loose trust in your team because of the transparency displayed
REgards
Mohan Saving Changes...
Stephen,
The biggest disruption that I found is the communication tools that we are using and trying to create an environment that makes the team feel save.
I'm observing that at the beginning the team talked a lot about their feelings and how this situation is impacting in their daily life/work...so, I listen, learn and adapt some of my meetings.
After a few months, not sure if the other people here experience that, some of the stakeholders are experience zoom overload/overdose, so, for those team members we use chat windows or a weekly check in email.
One answer will not fit all your team members/project stakeholders, so listen them, and adapt to their needs. The project success depend on them. Saving Changes...
Binay SamantaDirector| Project & Environment ConsultantsDhanbad, Jharkhand, India
In crisis situaton, all opinions should be assessed and then decision taken. Backup of communication tools should be ready at hand. Saving Changes...
