What are the best ways to communicate with stakeholders when you are running behind schedule?

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Running behind schedule is a common challenge for insurance professionals, especially when dealing with complex claims, multiple parties, and unforeseen events. However, how you communicate with your stakeholders when you face delays can make a big difference in maintaining trust, credibility, and satisfaction. In this article, you will learn some best practices for communicating with stakeholders when you are running behind schedule, and how to avoid some common pitfalls that can damage your reputation and relationships.

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1 Identify your stakeholders

The first step is to identify who are your stakeholders and what are their expectations and needs. Stakeholders are anyone who has an interest or influence in your project, such as clients, managers, colleagues, vendors, regulators, or external partners. You should prioritize your communication based on the level of impact and urgency of each stakeholder. For example, your client may be the most important stakeholder, as they are directly affected by the outcome and the timeline of your project. You should also consider the preferred communication style and channel of each stakeholder, such as email, phone, or face-to-face.

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Daniel Kofi Sarkodie Duah, Dip.CII

Transformation & Partnerships Manager @ iRisk || Linkedin Top Voice || Google Certified Data Analyst || Insurance Business Intelligence || Aspiring PMP
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When you're running behind schedule, it's crucial to communicate openly and honestly with stakeholders. Be transparent about the challenges, explain the reasons for the delay, and outline the steps you're taking to catch up. Assure them that you're committed to delivering a quality outcome and that you appreciate their understanding. Clear communication builds trust and allows stakeholders to adjust their expectations while maintaining a positive relationship with them.

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2 Be proactive and transparent

The second step is to be proactive and transparent in your communication. Don't wait until the last minute or until someone asks you for an update. Instead, reach out to your stakeholders as soon as you realize that you are running behind schedule, and explain the reasons and the implications of the delay. Be honest and realistic about the situation, and avoid making excuses or blaming others. Transparency builds trust and shows that you are accountable and responsible for your work.

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Michelle Farkas

Servant Leader | Mindset Coach | Ally | Inventor, patent pending P0086US01| Sr. Product Manager | Global Ambassador and Mentor, WomenTech Network | Share Lead, Spectrum LBGTQ+BRG
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In my experience, transparency over avoiding wins, every time. When you can be honest and open about where you are and where you’re going, it shows trust and opens doors for discussion. Most delays have downstream impacts and require discussion, the sooner those discussions can take place, the better everyone feels and benefits.

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3 Provide a revised plan and a contingency plan

The third step is to provide a revised plan and a contingency plan for your project. A revised plan should include the new deadlines, milestones, deliverables, and resources for your project, as well as the actions you are taking to catch up and prevent further delays. A contingency plan should include the potential risks and challenges that could affect your project, and the mitigation strategies and backup options you have in place. Providing a revised plan and a contingency plan shows that you are proactive and solution-oriented, and that you have considered the best and worst-case scenarios.

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Gabriel Cirino, PhD(c) ??

CEO & Founder of Braine | AI for Autism Diagnosis | Transforming Mental Health with Technology
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In the dynamic world of Insurtech, delays are inevitable, but how we communicate them makes a significant difference. When behind schedule, transparency is key. Immediately inform stakeholders, offering clear explanations and realistic expectations. This honesty fosters trust and understanding. Next, provide a revised plan, detailing new deadlines and milestones. This shows commitment to project goals and an understanding of the impact of delays. Also, include a contingency plan outlining potential risks and mitigation strategies, demonstrating foresight and preparedness. How do you think these approaches impact stakeholder relationships in the Insurtech industry? Let's discuss!

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4 Seek feedback and input

The fourth step is to seek feedback and input from your stakeholders. Ask them if they have any questions, concerns, or suggestions about your revised plan and contingency plan. Listen to their feedback and input, and acknowledge their feelings and opinions. Try to address any issues or objections they may have, and show that you value their input and collaboration. Seeking feedback and input shows that you are respectful and responsive, and that you care about their satisfaction and expectations.

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5 Follow up and update regularly

The fifth step is to follow up and update your stakeholders regularly on your progress and status. Keep them informed of any changes, challenges, or achievements that affect your project. Use the communication style and channel that they prefer, and be consistent and timely in your communication. Avoid sending too many or too few messages, as this can create confusion or frustration. Follow up and update regularly shows that you are reliable and professional, and that you are committed to delivering your project.

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6 Apologize and appreciate

The sixth step is to apologize and appreciate your stakeholders. Apologize for any inconvenience or disappointment that your delay may have caused, and express your gratitude for their patience and support. Recognize their contributions and efforts, and highlight the positive outcomes and benefits of your project. Apologize and appreciate your stakeholders shows that you are humble and courteous, and that you value your relationship and reputation with them.

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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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What are the best ways to communicate with stakeholders when you are running behind schedule?

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1 Identify your stakeholders

2 Be proactive and transparent

3 Provide a revised plan and a contingency plan

4 Seek feedback and input

5 Follow up and update regularly

6 Apologize and appreciate

7 Here’s what else to consider

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