Elizabeth HarrinDirector| RebelsGuideToPM.comLondon, England, United Kingdom
What can you do when faced with stakeholders who appear not to listen? Have you ever had to repeat yourself to stakeholders, when you know that you have communicated a point or discussed an issue with them and yet when it is next mentioned, they act as if they haven't heard it before?
Communication goes both ways, so I know that if I am trying to get a message across it is my responsibility to make sure it is understood and acted on. What are your tips for or experiences of dealing with stakeholders who don't listen (or don't retain the information, even if they listen the first time)? Saving Changes...
Wayne MackRetired| RetiredSouth Riding, Va, United States
I second Taralyn's comment - repetition is the key to communication. Also, be fair to the stakeholders - although the project may be the number one priority for the project manager, it is often far down the list of importance to the stakeholders. Remember, the stakeholders have jobs outside the project and have many day to day issues to handle - a future project deliverable or commitment may not be the stakeholder's number one concern.
Saving Changes...
yash bindlishSr manager IT| ReligareNoida, Up, India
Stakeholders play an important role in every project. Managing stakeholder’s expectations and proper tracking is a key to every successful project.
Firstly, identify and distinguish between Primary and Secondary stakeholders. Then identify who has most influence, less influence, decision makers etc
People with most influence: Keep them closely involved in your project and every decision making
People with less influence: Keep them informed using communication management Plan
Stakeholders, who do not listen, now refer to your stakeholder influence matrix and see in which category they fall in and take your decisions accordingly. Just ensure that for every successful project scope is properly agreed by all and holds all major stakeholders sign off.
Saving Changes...
Paper trail and repetition works.
Also, you have to remember that stakeholders are both +ve and -ve. They'e stakeholders, not shareholders. Saving Changes...
Know your audience and choose appropriate opportunities to communicate your messages early and often using various tools and techniques.
Communication matrix will help organize, communicate (who, what, when, where, and why) and keep you focused on all your communication streams.
Saving Changes...
Mark Price PerryBusiness Driven PMO Evangelist| BOT InternationalOrlando, Fl, United States
It has been my experience that there is a reason why people don't listen. Find that reason. After that, the rest is easy. Great post and replies by all..! Saving Changes...
Dheeraj SukhijaIT Project Manager| NCR Corporation India Pvt LtdDelhi, Delhi, India
Its a common situation where stakeholders are (apparently) NOT listening to and/or NOT reacting to a subject. Most of the times, this situation arises because they themselves are not clear as to what is expected out of their involvement (resulting in their lack of interest).
Its always a good idea to set expectations in project kick off meeting.
A Project Manager must keep everyone humoured at all the times.
He/she should also try to be as accurate and effective as possible while sharing information so that people get (desired) clarity on the subject preparing them for their reaction.
Understanding stakeholder's communication preferences may also resolve such issues. Some people don't like participating in discussions while others dont like email updates. A communication plan needs to be prepared according to stakeholders preferences (and not only project requirements). Saving Changes...
Elizabeth HarrinDirector| RebelsGuideToPM.comLondon, England, United Kingdom
Thanks, everyone for your continued suggestions. I think that the idea of the project manager's role as being to keep the whole team good humoured is a great one! Saving Changes...
Sometimes it's the type of delivery that can affect the retention of the message. You say you have discussed an issue with them - how? was it a conversation over the phone, in the kitchen or a fomal meeting?
I have found that documenting the issue and then giving your sponsor a heads up first is effective, before then raising it in the next project steering committee meeting. A formal meeting where there is more than one participent and minutes also means that the the stakeholder cannot "forget" about the discussion. Saving Changes...
Elizabeth HarrinDirector| RebelsGuideToPM.comLondon, England, United Kingdom
Julie, I think a lot of 'forgotten' things come as a result of not having formal minutes. This is overkill a lot of the time, but documenting discussions in email could have the same effect. Plus, being strict about actually having meeting minutes! Saving Changes...
Hi Elizabeth
I have found that having formal meeting minutes invaluable for structured meetings such as team and steering committee meetings. And absolutely necessary for meetings with external parties such as vendors.
They don't have to be war and peace but need to capture the salient points, actions and decisions.
