Never Say No: Strategies for Handling Stakeholders

©UNIVERSITY OF UTAH HEALTH, 2017

Never say no: Strategies for handling

stakeholders

Jen Brass Jenkins MPC, PMP @chrliechaz

©UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

DEARLY BELOVED, WE HAVE GATHERED

HERE TODAY…

1. How to direct the conversation and maintain

control when presenting to stakeholders

2. Methods to de-escalate a difficult situation with

a subject matter expert

3. Other tips for making it work—you’ve got the

tools, let’s cement your expertise.

Dearly beloved Prince, we miss you…

Jen Brass Jenkins, MPC, PMP @chrliechaz

HERE TODAY…

1. How to direct the conversation and

maintain control when presenting to

stakeholders

WHO’S YO’ DADDY? DO YOUR HOMEWORK,

RECCE THE TURF.

Recce: Military term meaning to perform reconnaissance or

reconnoiter; now more commonly used by the film and television

industries

STAKEHOLDER REGISTER

http://ow.ly/e8mp30gmV4b

POWER & INFLUENCE GRID

Keep Satisfied Manage Closely

Monitor Keep Informed

Level of Influence(Involvement)

Level of Power

(Authority)

STAKEHOLDER REGISTER*

*The names have been changed to protect the

innocent

http://ow.ly/e8mp30gmV4b

POWER & INFLUENCE GRID

Keep Satisfied Manage Closely

Monitor Keep Informed

Department Chair Bob

Judy Fry, Webmaster

Joe Faculty, Associate

Jane Faculty, Tenured

Sally Joe, Student

Level of Influence(Involvement)

Level of Power

(Authority)

Moral of the story:

Don’t knit and

fly…

SET EXPECTATIONS

Have an agenda –

send prior to meeting

Dear Joe,

I wanted to send you a quick note about our editorial process. When we work with our subject

matter experts, we find that it's helpful to outline the editorial process this content must go through

before it can be published. We do this because we want to:

1. Focus on the way to best communicate your

expertise for the audience.

2. Make sure the audience can understand what you

need them to know.

3. Structure the piece in a way that meets or exceeds

the best industry competition.

As you know, best industry practices focus on targeting the content for our audience. If we meet

the audience's needs, they will be more likely to recognize the value of a relationship with us, or

rather a greater connection to you as an expert...

Focus on:

• Outcomes for the meeting—what is the

minimum outcome

• Lay ground rules if necessary

KEEP ON TRACK

Remind them:

• Outcomes for the project/piece

• Audience

• Long-term effects

End by:

• Reiterating the action items

• Establishing a timeline

• Sending a follow-up message

ESTABLISH NEXT STEPS

TO DIRECT THE CONVERSATION AND

MAINTAIN CONTROL

HERE TODAY…

2. Methods to de-escalate a difficult situation

with a subject matter expert

“3-2-1

What the hell heck is bothering me?”

BE SELF-AWARE

• Identify your triggers

ASSESS YOUR RESPONSE OPTIONS

1. Remove the blog post.

2. Email back immediately to explain the choices behind the piece.

3. Wait a few hours and email.

4. Arrange a meeting.

5. Phone and leave a message.

6. Ask a co-worker to follow up.

7. Call back in a couple days.

1. Wait a few hours and email.

2. Arrange a meeting.

3. Phone.

4. Validate the concern.

5. Deliver a partial solution.

6. Ask a co-worker to follow up.

Font via http://makeitstranger.com/

PASS IT UP THE FOOD CHAIN

BUT ONLY, IMHO, AS A RESPONSEOF LAST RESORT

• Feel the frustration.

• Take a deep breath: Be self aware.

• Assess your response options.

• Validate your stakeholders’ concerns.

• Offer solutions.

• If necessary, pass to a higher authority.

TO DESCALATE A SITCH:

HERE TODAY…

3. Other tips for making it work—you’ve got

the tools, let’s cement your expertise.

Consider:• Documenting strategies, guidelines, and tutorial materials

Consider:• Mentioning projects with other departments/ stakeholders that

were successful.

Consider:•Documenting and codifying an editorial process—and use it.

“It was ego ownership…With people

who aren’t writers, they own every

word…It’s an emotional thing.”

Ardath Albee, Marketing Interactions, author Digital Relevance

1. Fill out a preliminary content brief.

1. service/condition/treatment

2. audience

3. goals

2. Request keyword research.

3. Submit text for preliminary editing.

4. Final round of edits.

5. Publish.

Editorial Process

Consider:

•Keeping a list of feedback during the point of contact.

•When you don’t know something say: “That’s a good question”

instead of ”I don’t know”.

•If you can’t figure out what they want, try starting a sentence

with: “In a perfect world…”

Utah State Bar Convention, Sun Valley summer 2017

Consider:•Dressing for the part—I’m serious.

Consider:•Bringing back up.

Health

Literacy

Specialist

Designer

Marketing

Manager

Know where you want to end up.

No battle plan survives contact with the enemy.–Helmuth von Moltke the Elder

Questions?@chrliechaz

Ampersand & Apostrophe

Never Say No: Strategies for Handling Stakeholders

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