How to Engage and Manage your Project Stakeholders
How to Engage and Manage your Project Stakeholders November 1, 2016 Cathy Cleek Virginia Williams Michele Scoggins Kristen Forderer Kelly Heckman
Ag...
How to Engage and Manage your Project Stakeholders November 1, 2016 Cathy Cleek Virginia Williams Michele Scoggins Kristen Forderer Kelly Heckman
Agenda Relationships 101
Vendor Engagement and Management
Internal Stakeholder Management
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Q&A
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Relationships 101
Virginia Williams Vice President CGI
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Relationship Defined • The way in which two or more
people or organizations talk to each other • The way in which two or more
people behave toward each other • The way in which two or more
people deal with each other 4
To be considered
Successful Leader Relationships
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Right Focus? Who are the people you spend the most time with? List them in order: 1. 2. 3. 4. 5.
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Right Focus? Who are the people most important to your success? List them in order: 1. 2. 3. 4. 5.
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Right Focus?
Is it a Match? 8
Relationships Top 5 9
More Contact. More Alignment.
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Value the Intangibles
Tangible Product, Functionality, or Service
Fulfilling Reliability Commitments
Competence
Tangible Functionality Improves Delivered My
Responsive and Accessible
Business CostCompetitive
Ease of Doing Business
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Compelling Value Proposition
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Two Way Street
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Maintained. Dynamic.
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Vendor Engagement and Management
Cathy Cleek CIO Franchise Tax Board
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Most often asked… Question: When do I know my project is in trouble? Simple Answer: #1 sign of project trouble is deteriorating State/Vendor relationship.
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Relationship Demonstration
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Top Relationship Behaviors Mind reading is not in people’s duty statement! 18
Know what motivates
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Know what motivates
Actions: Ask your vendor what motivates them.
Know your vendors year-end. Use incentives to get what you need.
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Share expectations and risks
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Share expectations and risks
Actions: Have quarterly meeting where
relationship is only topic you discuss. Tie vendor payments to management
performance or key goal.
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Do what you say you will
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Do what you say you will
Actions: Know your responsibilities in the
contract. Thought: Credibility is built faster by meeting commitments (planned actions) than by fighting fires. 24
Communicate. Communicate. Communicate.
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Communicate. Communicate. Communicate.
Actions: Model the behavior for your team.
Identify key team members: Assign
someone to be their personal communication channel.
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More than one way to solve problem
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More than one way to solve problem
Actions: Relationship management is a cultural
state of mind. It is everyone’s job!
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Agree on conflict resolution and escalation processes
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Agree on conflict resolution and escalation processes
Note Signs of Relationship Deterioration • People quit coming to meetings • Missed dates without prior explanation • One word answers to questions • Issues quickly escalate into crises • Issues resolved at the wrong level; People bring in the
big guns to shoot an ant • Run around a person to their boss • Conversations have a “blame” connotation (who did it?) • People don’t follow through with promises 33
Note Signs of Relationship Deterioration (continued) • People use emails and avoid talking face-to-face • One side overburdens the other with innumerable
issues • Nonverbal signs of discontent during meetings:
people pull their chairs back, folded arms, heavy sighs, eyes rolling, refuse to participate, etc.
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Words have meaning
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Words have meaning
Actions: Choose words wisely: – Subordinate vs. Team Member – Vendor vs. Partner
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Final Thoughts • Meetings with food can be helpful for very
It takes a village Include a Change Champ Coalition
Change Management Tools & Messages Feedback 49
Who Said That? To improve is to change; to be perfect is to change often. A. Oprah Winfrey B. Winston Churchill C. Mahatma Gandhi D. Eli Whitney
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Information overload
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Information overload Just in Time.
Keep it Simple.
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Information overload Project Website
Your image here
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Let’s celebrate
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Let’s celebrate Celebrate key milestones
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Who Said That? No matter what people tell you, words and ideas can change the world. A. Bill Gates B. Dwight D. Eisenhower C. Robin Williams D. Confucius
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Beyond communication
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Beyond communication Involve and Engage
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Try, try, try again
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Try, try, try again Continuous improvement. Be creative.
It’s all about the details Know specifics of the change
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Who Said That? Change does not roll in on the wheels of inevitability, but comes through continuous struggle. A. Martin Luther King, Jr. B. John F. Kennedy C. Leo Tolstoy D. Kristen Forderer 65
Who Said That? Projects are successful when the team is successful. Individual success is not the key. A. Jeff Bezos B. Cathy Cleek C. Maya Angelou D. Benjamin Franklin 72
QUESTIONS
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The best way to predict the future is to create it. Peter Drucker
