A stakeholder is dissatisfied with the project direction. How can you address their concerns effectively?

The first step is to understand their concerns and challenges by active listening. Ask relevant questions to understand what's making them unhappy and try to answer their concerns. Also, ask them for feedback and build trust among them.

Quando uma parte interessada está insatisfeita, o primeiro passo é ouvir ativamente. Stephen R. Covey, autor de "Os 7 Hábitos das Pessoas Altamente Eficazes", destacou: "Procure primeiro compreender, depois ser compreendido." Isso significa engajar-se plenamente na conversa, demonstrando empatia e aten??o. Evite interrup??es e mostre que você está realmente interessado em entender as preocupa??es. Use técnicas de escuta ativa, como parafrasear o que foi dito, para garantir que você compreendeu corretamente. Isso n?o só ajuda a identificar as causas da insatisfa??o, mas também fortalece o relacionamento com a parte interessada, mostrando respeito e considera??o.

Como prevencionista de riesgos laborales considero que la escucha activa es una de las principales fuentes de conocimiento e inspiración para tomar decisiones que repercutan positivamente en la seguridad y salud de los trabajadores.

Active Listening is the mark of a good conversation or interaction with the stakeholders or clients. When it comes to stakeholder interaction on the lines of dissatisfaction, it is more appropriate to listen patiently to what client expresses during the interaction. Paying attention to the unsaid words/non-verbal cues are also part of active listening process. It is essential to empathize with the stakeholder during the entire listening process and show signs of acknowledgement using appropriate body language, providing responses etc. That way, the stakeholder would be able to develop trust/credibility and the respect is earned.

To address a dissatisfied stakeholder's concerns effectively, first, schedule a one-on-one meeting to listen actively to their specific issues and perspectives without interruption. Acknowledge their feelings and validate their concerns by expressing understanding. Then, clarify the project's objectives and current direction, emphasizing how these align with overall goals. Collaboratively explore potential adjustments or compromises that address their concerns while keeping the project's integrity intact. Ensure them that their input is valued and commit to providing regular updates, fostering transparency to rebuild trust.

After listening to the stakeholder completely, it is required to elucidate what the stakeholder has expressed during the interaction and confirm on the understanding of the same. Also, if there is any improper understanding of the stakeholder communication or if there are any queries for which clarifications are required, the questions can be raised appropriately. This would enable to understand the real concerns/ problems/issues from the stakeholder. It is always a better strategy to take some time off and ask more questions for obtaining clarity and to be certain about the concerns or dissatisfaction of the stakeholder.

Depois de ouvir ativamente, é essencial esclarecer as preocupa??es das partes interessadas. Como Dale Carnegie sugeriu: "Mostre respeito pela opini?o dos outros. Nunca diga: 'Você está errado'." Fa?a perguntas específicas para aprofundar seu entendimento e confirmar detalhes. Pergunte, por exemplo, "Você pode explicar mais sobre como essa quest?o está impactando o projeto?" ou "Qual seria a sua solu??o ideal para esse problema?" Este processo de esclarecimento ajuda a garantir que você esteja abordando as quest?es corretas e demonstra seu comprometimento em resolver os problemas de forma eficaz.

I ask clarifying questions to ensure I fully understand the nature of their dissatisfaction. This step is crucial for addressing the root causes of their concerns.

Comprensión de las Preocupaciones Inquietudes de Julia: Tras una evaluación inicial, se ha identificado que las preocupaciones específicas de Julia son las siguientes: Falta de alineación en la visión del producto: Julia siente que la dirección actual del proyecto no se alinea con las expectativas del cliente final y las tendencias del mercado. Inexistencia de una estrategia de marketing clara: Considera que no hay una estrategia de marketing definida que acompa?e el desarrollo del producto, lo que podría debilitar su éxito en el mercado. Cambios constantes en el alcance: Julia está frustrada por los cambios frecuentes en los requisitos del proyecto, lo que dificulta su trabajo y genera confusión.

Once the information is obtained through active listening and clarifying concerns, the next step is to take up the assessment of the impacts. During the impact analysis, the focus should be on how the concerns impact the project, whether the concerns are really acceptable/valid etc. Also, it is very much required to correlate the impacts of concerns/issues and see whether they are aligned to the project goals/outcomes. Then, appropriate actions are devised and prioritized based on the impacts. This would enable that informed decisions taken balance the needs with satisfaction of stakeholder.

Com as preocupa??es esclarecidas, é hora de avaliar o impacto dessas quest?es no projeto. Peter Drucker disse: "O que n?o pode ser medido, n?o pode ser gerenciado." Analise como as preocupa??es das partes interessadas afetam o cronograma, o or?amento, os recursos e os resultados do projeto. Considere a validade dos problemas e a urgência de resolvê-los. Essa avalia??o objetiva permite priorizar a??es e tomar decis?es informadas que equilibram as necessidades do projeto com a satisfa??o das partes interessadas. Um impacto bem avaliado orienta a cria??o de solu??es eficazes e realistas.

I evaluate how the stakeholder’s concerns affect the overall project. Understanding the potential impact helps in prioritizing which issues need immediate attention and which can be addressed later.

Análisis de la Validez de las Preocupaciones Validez y Impacto: Las preocupaciones de Julia son válidas y deben ser consideradas seriamente. La falta de alineación con las necesidades del mercado puede afectar directamente la recepción del producto. Además, una estrategia de marketing inadecuada puede resultar en un fracaso comercial, mientras que la falta de claridad en el alcance puede llevar al equipo a desviarse y perder tiempo valioso. Por lo tanto, estas inquietudes tienen un impacto significativo en el éxito del proyecto.

After Impact Analysis, the stakeholder needs to know about possible solution that can help address concerns/problems. The solution needs to be realistic and actionable as it needs to ensure alignment with project goals. While suggesting a solution, it is better to include root cause of the problem that is addressed and a few alternative solutions as it can make stakeholder understand that entire process is thought thoroughly. Also, the stakeholder is normally suggested to make a decision on these solution options. Thus, it improves involvement, engagement of the stakeholder in the process and it boosts credibility levels. After solution is chosen, attention is given to address root cause of problem in order to achieve desired end outcomes.

Be objective, address the underlying cause; timely responses demonstrate commitment, so address their concerns promptly, even if the expectations are unrealistic - and perhaps you need to assert project boundaries. Be respectful but assertive when necessary, avoiding emotional reactions.

I work on developing practical solutions or adjustments to address the concerns raised. This may involve revising project plans, incorporating feedback, or proposing alternative approaches.

Programar una Reunión: Convocar a Julia y a otros miembros clave del equipo para discutir abiertamente sus preocupaciones. Esta reunión debe ser un espacio seguro donde se puedan expresar opiniones sin temor a represalias. Solicitar Detalles y Clarificación: Durante la reunión, es fundamental que se le pida a Julia que detalle sus inquietudes. Preguntas como "?Qué aspectos específicos considera que no están alineados con el cliente?" pueden ayudar a profundizar en los problemas. Presentar la Perspectiva del Equipo: Compartir con Julia la lógica detrás de la dirección actual del proyecto, los objetivos estratégicos del equipo y cómo se ha llegado a esta decisión. Esto puede ayudar a construir un entendimiento mutuo.

After the discussion, summarize the key points to ensure you have captured their concerns accurately. For example, “Just to summarize, your main concerns are X and Y, and you feel Z needs more attention.” This reinforces their importance and builds a collaborative atmosphere to communicate future plans.

Once the solution is chosen and is ready for implementation, a plan needs to be developed keeping in view of the timeline, cost/budget and end-outcomes. Then, the plan for execution or implementation needs to be communicated to the stakeholder along with any assumptions, limitations/constraints so that there is a clear intimation on how the solution addresses the problems or concerns and what are the realistic expectations. Through the communication of plan, a commitment is given to the stakeholder in delivering value and address the concerns or problems.

Buscar Compromisos y Soluciones: Juntos, explorar posibles soluciones que puedan abordar las preocupaciones de Julia. Esto puede incluir el desarrollo de un plan de marketing paralelo o una revisión del alcance del proyecto para alinearse mejor con las expectativas del mercado. Implementar Cambios si es Viable: Si, tras el diálogo, se considera que las sugerencias de Julia son válidas y necesarias, se deben implementar cambios en la dirección del proyecto. Esto no solo ayudará a recuperar la confianza de Julia, sino que también beneficiará al proyecto en general.

Documentar el Proceso: Es importante llevar un registro claro de las preocupaciones planteadas, las soluciones discutidas y cualquier acción acordada. Esta documentación servirá como referencia para el futuro y ayudará a mantener alineados a todos los miembros del equipo.

Sometimes, the issue is that you need to find out what the real concerns are. Perhaps there's something that the stakeholder is worried about, but can't say publicly or share with someone who they don't trust. This is among the reasons why it's so important to invest the time to build trust with key stakeholder as soon as a project is being planned, or better yet, beforehand (if possible). Meet informally, ask them for feedback, communicate to keep them informed, document conversations and decisions from formal meetings, and let them know you're open to receive any concerns they have.