CAPM Practice Exam Question

A project manager is leading a new product development project. Early in the project, a key stakeholder expresses concerns about the project’s potential impact on existing business processes. The project manager wants to proactively manage this stakeholder’s concerns to ensure their support and minimize resistance. Which of the following actions would best help the project manager manage this stakeholder's expectations and maintain a positive relationship?

A) Document the stakeholder’s concerns in the project risk register and address them only if they impact project scope.

B) Schedule regular one-on-one meetings with the stakeholder to discuss their concerns and provide updates on how the project addresses their expectations.

C) Limit communication with the stakeholder to essential project updates to avoid overwhelming them with information.

D) Assign a team member to act as a liaison for all stakeholders to minimize the project manager’s involvement in communication.

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Best Answer:

B. Schedule regular one-on-one meetings with the stakeholder to discuss their concerns and provide updates on how the project addresses their expectations.

Explanation:

Scheduling regular one-on-one meetings with the stakeholder is the best approach for effectively managing their concerns and ensuring continuous engagement. Proactive communication allows the project manager to understand and address the stakeholder’s specific concerns about the project's impact on existing business processes, which is critical for building trust and minimizing resistance. Regular updates keep the stakeholder informed about how their feedback is being integrated, fostering a sense of involvement and alignment with the project’s goals.

By setting up consistent, direct communication, the project manager can clarify misunderstandings, provide transparency, and make any necessary adjustments to meet the stakeholder’s expectations. This approach aligns with best practices in stakeholder management, where engaging and managing stakeholders based on their influence and interest is vital to project success.

Option A is incorrect because documenting the concerns in the risk register without actively addressing them may result in the stakeholder feeling overlooked. Ignoring concerns until they impact the project scope could lead to resistance or disengagement, which could jeopardize project success.

Option C is also ineffective, as limiting communication to essential updates may not sufficiently address the stakeholder’s specific concerns. Stakeholders typically need personalized communication, especially when they have strong opinions about the project’s impact, and reducing communication might lead to a feeling of exclusion.

Option D is not suitable either, as assigning a team member as a liaison reduces the project manager’s direct interaction with the stakeholder. This can make the stakeholder feel less valued and can lead to potential miscommunication. Managing key stakeholders is a responsibility best handled by the project manager to ensure trust and relationship building.

Therefore, B. Schedule regular one-on-one meetings with the stakeholder to discuss their concerns and provide updates on how the project addresses their expectations is the best answer, as it fosters a proactive, transparent, and engaged approach to stakeholder management.