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13.3 Manage Stakeholder Engagement

"The process of communicating and working with stakeholders to meet their needs/expectations, address issues as they occur and foster appropriate stakeholder engagement in project activities throughout the project life cycle"

The definition shown above in italics is taken from the Glossary of the Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK® Guide) – Fifth Edition, Project Management Institute Inc., 2013

Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK® Guide) – Fifth Edition, Project Management Institute Inc., 2013 Figure 13-8 Page 404

Managing Stakeholders Engagement

  • Actively managing engagement actions to swing them from Unaware to Neutral to Leading
  • Communicating and working with stakeholders to meet their needs and expectations
  • Being clear on what engagement activities are required and for who
  • Performing engagement activities and obtaining stakeholder feedback.
  • Skills a PM uses – influencing, interpersonal, Building Trust; Conflict resolution, Active listening; Overcoming resistance
  • Be focused in communications for senior management.
  • Assign, track, and resolve open issues in an issues log.
  • Process change requests and update the communications plan.
  • Take corrective action to bring project performance in line with customer expectations.
  • Document lessons learned OPAs which influence communications:
    • Internal/External Communication standards
    • Procedures to manage issues and change
    • Historical information on past projects

Addressing Issues and Concerns

The Issue Log is used to document and monitor the resolution of issues

  • Each issue described and categorized for urgency and potential impact
  • An owner is assigned
  • A target date is established for closure.

Addressing issues as they occur:

  • Increases the likelihood of project acceptance
  • Reduces stakeholder uneasiness and anxiety.
  • May result in change requests and the update of the issue log; Can result in lessons learnt

Changes go in the Change Log

  • Impact assessed for time, cost, risk and benefits
  • Communicated to stakeholders

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