1. Professional Certificate in Strategic Change Management
Engaging Stakeholders
06 – 10 March 2017

2. The importance of early and continued stakeholder engagement

3. STAKEHOLDER DEFINITION
An individual or group who:
Are directly involved in the programme/project/change intervention or
Are not directly involved but have an influence on the outcome
And/or
Are customers/end users and have a stake in the outcome or are affected in some way by the outcome
Listen to the voice of the customer!

4. STAKEHOLDER MANAGEMENT – Key Steps
The key steps in good stakeholder management and securing support are –
Early communications and awareness
Maintaining careful and appropriate communications
Focus on benefits
What’s in it for me?
Health Social
Financial Safety
Skills Working Conditions
Development Opportunities Travel
Locations Ease of Working
Job Satisfaction ….etc

5. Project Communications
TYPES OF STAKEHOLDER
Senior Management
Programme and
Project Staff
Third Party
Service Providers
Strategic Business
Partners
Business Process
Managers
Press/Media
Project Communications
Operational Staff
Customers/
End Users
Unions
Audit
Suppliers
Donors
Eventually – Identify by name

6. STAKEHOLDER MAP Impact Importance of Stakeholders
* Directors
Very High
* Users
* Customer B
High
* Project Team
* Customer C
* Change Team
Importance of Stakeholders
Medium
* Contractors
* Civil Rights Groups
Critical Stakeholders
* Police
Low
* Strategic Partners
* Customer A
* Senior Management
Very Low
* Media
Very Low
Low
Medium
High
Very High
Influence of Stakeholders

7. STAKEHOLDERS AND BENEFITS

8. STAKEHOLDER MANAGMENT STRATEGY

9. STAKEHOLDER REGISTER
Identify here the actions to be taken with the stakeholders. Comms methods, frequency, by whom, etc.

10. COMMUNICATION PLAN Construct Comms Plans Communication methods
Executive Summary
The key messages
Mission/vision
Business plan objectives
People issues
The audience
All team members
Senior management
Donors
Other departments & sites
Customers
End Users / Beneficiaries
Contractors …
Communication methods
Face-to-face
Cascade briefings
Full team briefings
Paper notices/minutes/memos
Electronic communication
Twitter
Facebook
What’s App …
Define responsibilities
Define measurement systems
Feedback routes
Key Learning Objective:
The Communication Plan
Key Points:
Just as you would plan a schedule or resource usage, you should plan the way you are going to communicate, both within and outside of the project.
This provides a useful template, but it can be changed to suit your circumstances.
The main questions to answer are:
WHAT needs to be communicated
WHO needs communicating to
HOW do they want to receive it
WHEN do they want to receive it
WHY do they need it – the purpose
And WHO is responsible for ensuring that it happens!

11. COMMUNICATION PLAN Create and maintain the Comms Plan Spreadsheet
Key Learning Objective:
The Communication Plan
Key Points:
Just as you would plan a schedule or resource usage, you should plan the way you are going to communicate, both within and outside of the project.
This provides a useful template, but it can be changed to suit your circumstances.
The main questions to answer are:
WHAT needs to be communicated
WHO needs communicating to
HOW do they want to receive it
WHEN do they want to receive it
WHY do they need it – the purpose
And WHO is responsible for ensuring that it happens!
and authority!

12. COMMUNICATION Know the audience Choose the right medium
Involve the right people
Planning & Preparation of the messages
Key Learning Objective:
Summarise Communications
Key Points:
Reports, presentations and meetings each have their advantages and disadvantages, so consideration should be given as to which is the best medium for the given situation.
It is important to involve the right people, taking care not to leave out someone vital from a report circulation, presentation or meeting. Equally, it is important to avoid inviting people to a meeting or presentation is they have nothing to contribute.
Planning and preparation are vital which ever medium of communication you choose.

13. COMMUNICATIONS AND INFORMATION FLOWS
Vital to success of the change:
Written formal
Written informal
Oral formal
Oral informal
Vertical
Horizontal
Stakeholders
Methods:
Reports
Awareness Briefings
Meetings (all types)
Workshops
Phone
Internet / Intranet
Tele Conferencing
Social media
Video Conferencing / Skype
Key Learning Objective:
Project Communication and Information Flows
Key Points:
Every organized activity, from the smallest project to the largest global enterprise requires an effective communication network in order to achieve its objectives. Communication is vital to:
Ensure everyone knows what they are supposed to be doing
Increase the commitment of team members
Encourage interest in the project
Enable team members to identify with their project/programme/organisation etc.
Facilitate change
Avoid costly communication failures
Personal development and ‘growth’.
Generally, people only give of their best if they fully understand the decisions that affect them and the reasoning behind those decisions. Both they and the project will benefit further if they have a sound understanding of their roles and the benefits both they and the organisation will accrue as a result of their efforts. Consequently, a major contributor to the effectiveness of the project environment is the communication system working within it.

14. Standardise documentation for project/change reporting
MAKE IT SIMPLE
Standardise documentation for project/change reporting
Limit meetings for meetings sake
Use of a Project Diary / Webcams
Document management and information audit trails
Project Archiving – Data and Document Management
Key Learning Objective:
Make it Simple
Key Points:
Use of templates to aid reporting
No such thing as regular meetings?
The role of the Project Managers diary in commercial environments
The need for an audit trail – linked to configuration management – including reference documents
The use of software/electronic storage

15. REFERENCE DOCUMENTATION
Vision
Business Case
Programme Assessments
Project Initiation Document / Authority Document
Baselines
Project Plan
Change Plans
Risk & Issue Logs
Quality Plan
Resource Plan
Progress Reports and Documentation (Key Milestone Achievement)
Mid-Term Evaluations
End Evaluations
etc……...