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Dealing with a critical stakeholder in your program. How do you effectively manage their feedback?

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In program management, navigating the waters of stakeholder feedback is a pivotal skill. When you encounter a critical stakeholder, their feedback can seem daunting, but it's crucial to the success of your program. Effective management of this feedback involves a strategic approach that balances the program's objectives with the stakeholder's concerns. You'll need to listen actively, communicate clearly, and negotiate effectively to ensure that the stakeholder feels heard and that their feedback is utilized in a constructive manner. By doing so, you are not only fostering a positive relationship but also potentially uncovering valuable insights that could benefit your program.

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Swarup Acharjee PRINCE2?,ITIL?

Program Management Leader and Product Innovator | Transforming Customer Experiences | Bridging Strategy and Tech. to…
Vijay SP

Global Business Transformation | Change Management | Program Management

1 Listen Actively

When dealing with critical feedback from a stakeholder, your first step should always be to listen actively. This means fully concentrating on what is being said rather than just passively 'hearing' the message of the stakeholder. Make eye contact, nod in understanding, and avoid interrupting. By doing so, you demonstrate respect and show that you value their input. Active listening also provides you with a better grasp of the concerns at hand, which is essential for addressing them effectively. Remember, the goal is to understand the root of their feedback, not to immediately counter or dismiss it.

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Swarup Acharjee PRINCE2?,ITIL?

Program Management Leader and Product Innovator | Transforming Customer Experiences | Bridging Strategy and Tech. to Drive Human-Centered Solutions
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Effectively manage critical stakeholder feedback by listening actively. Engage fully by nodding, summarizing their points, and asking clarifying questions. For example, if a stakeholder expresses concerns about a project’s timeline, acknowledge their worries and delve into specifics. Active listening not only validates their input but also builds trust, paving the way for constructive solutions and stronger relationships.

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Vijay SP

Global Business Transformation | Change Management | Program Management
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Begin by acknowledging the stakeholder's feedback and demonstrating active listening. Show that you value their input by giving them your full attention and understanding their concerns.

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2 Clarify Concerns

Once you've listened attentively, it's important to clarify any concerns the stakeholder has raised. This involves asking questions to ensure you've understood their points correctly and to dig deeper into specific issues. By seeking clarification, you show that you are engaged and committed to resolving any misunderstandings or problems. It also helps to prevent unnecessary conflict caused by miscommunication. Clarifying concerns is not about challenging the stakeholder but about ensuring that both parties are on the same page before moving forward.

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Vijay SP

Global Business Transformation | Change Management | Program Management
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Ask clarifying questions to ensure you fully understand their concerns. Paraphrase their feedback to confirm your understanding and address any ambiguities.

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3 Provide Context

After understanding and clarifying the stakeholder's concerns, provide them with context about your program. Explain the rationale behind decisions and how their feedback fits into the larger picture. Sometimes stakeholders may not have visibility into all aspects of the program, which can lead to misaligned expectations or concerns. By providing context, you help them understand the constraints and complexities that influence program decisions. This doesn't mean you're dismissing their feedback, but it helps in aligning their expectations with the realities of the program.

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4 Offer Solutions

With a clear understanding of the concerns and context, you can now offer solutions. This step involves proposing actionable steps that address the stakeholder's feedback while remaining aligned with the program's goals. It's a delicate balance between appeasing the stakeholder and maintaining the integrity of the program. Be creative in your problem-solving and show a willingness to compromise where possible. Offering solutions demonstrates your proactive approach and can turn criticism into a constructive dialogue.

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Vijay Gopinathan Pillai

Technical Program Delivery I PgMP? I PMP? | SAFe PO/PM | Next 100 CIO Winner 2021 | IIM K | JP Morgan
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Develop a prioritized list of the stakeholder's concerns. Focus on addressing the most critical issues first, demonstrating that you are taking their feedback seriously and are committed to resolving their concerns.

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5 Negotiate Outcomes

Sometimes, offering solutions isn't enough, and you'll need to negotiate outcomes with the stakeholder. This involves discussing various options and finding a middle ground that satisfies both parties. Effective negotiation requires good communication skills, patience, and the ability to keep emotions in check. It's also important to keep the program's best interests in mind and not agree to changes that could jeopardize its success. By negotiating effectively, you can reach an agreement that respects the stakeholder's input while keeping your program on track.

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6 Follow Up

Finally, it's essential to follow up after your discussions. This means taking agreed-upon actions and communicating progress to the stakeholder. Following up shows that you take their feedback seriously and are committed to making improvements based on their input. It also helps to build trust and maintain a positive relationship with the stakeholder. Regular updates can prevent further issues from arising and ensure that the stakeholder feels involved and valued throughout the program's lifecycle.

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Vijay Gopinathan Pillai

Technical Program Delivery I PgMP? I PMP? | SAFe PO/PM | Next 100 CIO Winner 2021 | IIM K | JP Morgan
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Use a log to document, prioritize, and track the stakeholder's feedback and concerns. This ensures that all issues are managed to closure and provides a record of the actions taken.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Vijay Gopinathan Pillai

Technical Program Delivery I PgMP? I PMP? | SAFe PO/PM | Next 100 CIO Winner 2021 | IIM K | JP Morgan
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Perform root cause analysis to understand the underlying reasons for the stakeholder's critical stance. Addressing the root causes can help in mitigating their concerns more effectively.

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Dealing with a critical stakeholder in your program. How do you effectively manage their feedback?

1

2

3

4

5

6

7

1 Listen Actively

2 Clarify Concerns

3 Provide Context

4 Offer Solutions

5 Negotiate Outcomes

6 Follow Up

7 Here’s what else to consider

Program Management

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Dealing with a critical stakeholder in your program. How do you effectively manage their feedback?

1

2

3

4

5

6

7

1 Listen Actively

2 Clarify Concerns

3 Provide Context

4 Offer Solutions

5 Negotiate Outcomes

6 Follow Up

7 Here’s what else to consider

Program Management

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