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Last updated on 2024年7月5日

Your team and client disagree on project scope. How do you navigate conflicting expectations effectively?

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Navigating conflicting expectations between your team and a client over project scope can be a challenging aspect of Business Relationship Management (BRM). When these disagreements arise, it's crucial to handle them with a strategic approach to maintain a healthy partnership and ensure project success. By understanding the underlying issues and employing effective communication and negotiation tactics, you can align both parties' visions and move forward productively.

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1 Assess Needs

When your team and client clash over project scope, the first step is to thoroughly assess the needs of both parties. This involves understanding the client's business objectives and aligning them with your team's capabilities and resources. Listen actively to the client's concerns and expectations, and evaluate your team's perspective on the project's feasibility. This initial assessment will provide a foundation for finding a middle ground that satisfies both sides.

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Joan Bernard

Customer Success Manager, Account Executive & Sales Professional | Helping Technology Companies Translate Business Goals to Reality
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When your team and client clash over project scope, the first step is to thoroughly assess the needs of both parties. This involves understanding the client's business objectives and aligning them with your team's capabilities and resources. Listen actively to the client's concerns and expectations, and evaluate your team's perspective on the project's feasibility. This initial assessment will provide a foundation for finding a middle ground that satisfies both sides.

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2 Open Dialogue

Once you've assessed the needs, it's time to foster an open dialogue between your team and the client. Encourage transparent communication where both parties can express their views without fear of judgment. This can be facilitated through structured meetings or workshops focused on scope discussion. By creating an environment where concerns can be aired openly, you'll pave the way for mutual understanding and collaborative problem-solving.

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Bennette Acquah
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To navigate conflicting expectations between your team and the client on a project scope, facilitate open discussions to understand both sides, identify common goals, and find compromises. Document agreed changes and communicate clearly throughout. If needed, involve higher management or a mediator to resolve the issue, focusing on collaboration and mutual respect.

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Joan Bernard

Customer Success Manager, Account Executive & Sales Professional | Helping Technology Companies Translate Business Goals to Reality
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Once you've assessed the needs, it's time to foster an open dialogue between your team and the client. Encourage transparent communication where both parties can express their views without fear of judgment. This can be facilitated through structured meetings or workshops focused on scope discussion. By creating an environment where concerns can be aired openly, you'll pave the way for mutual understanding and collaborative problem-solving.

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3 Prioritize Goals

In any project, prioritizing goals is key to managing scope. Work with your team and the client to identify which aspects of the project are non-negotiable and which can be adjusted. This prioritization should be based on the project's strategic value, the client's key performance indicators (KPIs), and your team's capacity. By agreeing on what is most important, you'll be able to focus efforts on critical deliverables and manage expectations effectively.

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Yvonne Lee

Empowering teams to build amazing data and AI products | Product Management | Technology Leadership
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In the case of a product, defining something that could suffice as a MVP to prove out the concept (based on the above agreed goals and priorities) would give the same objective for both sides to work towards. Finding what is possible within the limitations (timeframe, available technology, budget, number of requirements) requires collaboration on both sides.

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4 Compromise Wisely

Finding common ground often requires compromise. Guide your team and the client towards concessions that are strategic and maintain the integrity of the project's goals. This might mean scaling back certain features or agreeing to a phased approach to meet critical deadlines. A wise compromise balances the client's needs with your team's ability to deliver, ensuring a viable solution that benefits all stakeholders.

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5 Document Changes

Any changes to the project scope should be meticulously documented. This includes updates to the project plan, revised timelines, and any additional costs incurred. Clear documentation ensures that all parties are on the same page and helps prevent future misunderstandings. It also serves as a reference point for the project's progression and can be invaluable for post-project reviews.

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6 Maintain Flexibility

Lastly, maintaining flexibility throughout the project is essential. As you navigate conflicting expectations, be prepared to adapt your approach as new information emerges. This could mean re-evaluating previously agreed-upon compromises or adjusting the project plan to accommodate unforeseen challenges. Staying flexible allows you to respond to changes constructively and keep the project moving forward.

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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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Your team and client disagree on project scope. How do you navigate conflicting expectations effectively?

1

2

3

4

5

6

7

1 Assess Needs

2 Open Dialogue

3 Prioritize Goals

4 Compromise Wisely

5 Document Changes

6 Maintain Flexibility

7 Here’s what else to consider

Business Relationship Management

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Your team and client disagree on project scope. How do you navigate conflicting expectations effectively?

1

2

3

4

5

6

7

1 Assess Needs

2 Open Dialogue

3 Prioritize Goals

4 Compromise Wisely

5 Document Changes

6 Maintain Flexibility

7 Here’s what else to consider

Business Relationship Management

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