How do you tell your stakeholders when things go wrong?

1 Identify the issue

The first step is to identify the issue and its impact on the project scope, schedule, cost, quality, and benefits. You need to gather the facts and evidence, analyze the root cause, and assess the risks and opportunities. You also need to define the actions and resources needed to resolve the issue and prevent it from recurring. You should document the issue in a clear and concise format, such as an issue log, a change request, or a status report.

2 Prioritize the stakeholders

The next step is to prioritize the stakeholders who need to be informed and involved in the issue resolution. You should consider their level of influence, interest, and expectations, as well as their communication preferences and channels. You should also identify the key messages and outcomes you want to achieve with each stakeholder group. You should align your communication strategy with the project governance and escalation processes, and avoid bypassing or blindsiding anyone.

3 Deliver the message

The third step is to deliver the message in a respectful and professional manner. You should be honest and direct, but also empathetic and positive. You should acknowledge the problem and its consequences, but also highlight the actions and solutions you have taken or proposed. You should also explain the benefits and value of the project, and how the issue will not affect them. You should avoid blaming, minimizing, or exaggerating the issue, and focus on facts and solutions.

4 Listen and respond

The fourth step is to listen and respond to the stakeholder feedback and concerns. You should show that you care and understand their perspective, and thank them for their support and input. You should also address any questions, objections, or suggestions they may have, and clarify any misunderstandings or assumptions. You should also ask for their agreement and commitment to the issue resolution plan, and confirm their expectations and responsibilities.

5 Follow up and update

The last step is to follow up and update the stakeholders on the progress and outcomes of the issue resolution. You should monitor and measure the effectiveness of the actions and solutions, and report any changes or deviations. You should also communicate any lessons learned or best practices that emerged from the issue, and how they can improve the project performance and quality. You should also celebrate and recognize any achievements or successes that resulted from the issue resolution, and thank the stakeholders for their collaboration and trust.

6 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?