Comms/Stakeholders

Question 1

Stakeholder Principles

Answer 1

You can forget important stakeholders, but they won’t forget you
Identification is a continuous practice - new stakeholders emerge, old ones can fade away
Prioritising and segmenting stakeholders is in a moment in time. Regularly re-prioritise.
Some stakeholders are best engaged by others
Seek first to understand, and then be understood
Emotion trumps reason
Demonstration trumps argument

Question 2

Stakeholder Radar

Answer 2

V - vital to engage
N- necessary to engage
G - good to have engaged
C - courtesy to inform

Question 3

Mapping in Two Dimensions

Answer 3

Interest in Change/Power & Influence

• Key Players
• Active Players
• Influential Observers
• Spectators

Question 4

CPIG Segmentation

Answer 4

C - Customers
P - providers or suppliers
I - Influencers
G - governance

Question 5

Communication BIases

Answer 5

Confirmation Bias
Status Quo Bias
Availability Bias
Bandwagon Bias

Question 6

Two Dimensions:

Engage closely

Answer 6

Key Players

Question 7

Two Dimensions:

Keep satisfied

Answer 7

Influential Observers

Question 8

Two Dimensions:

Monitor

Answer 8

Spectators

Question 9

Two Dimensions:

Keep informed

Answer 9

Active Players

Question 10

Two Dimensions:

Key Players

Answer 10

High interest

High influence

Question 11

Two Dimensions:

Influential Observers

Answer 11

Low interest

High influence

Question 12

Two Dimensions:

Spectators

Answer 12

Low interest

Low influence

Question 13

Two Dimensions:

Active Players

Answer 13

High interest

Low influence

Question 14

Parts of empathy map

Answer 14

Think & Feel, Hear, See, Says & Does.

Pain & Gain.

Question 15

Communication Bias:
tendency for people to pay attention only to information that confirms their beliefs and ignore evidence that indicates otherwise

Answer 15

Confirmation Bias

Question 16

Communication Bias:

a preference for people to keep things the way they are and avoid change

Answer 16

Status Quo Bias

Question 17

Communication Bias:

tendency to perceive the more memorable information as the most significant

Answer 17

Availability Bias

Question 18

Communication Bias:

more people come to believe something, the more others want to ‘hop on’

Answer 18

Bandwagon Bias

Question 19

6 Factors for People-Focused Approach

Answer 19

Don’t wait until full information is available
Focus on two-way, face-to-face interactions when more engagement is required
Consider impact of changes to individuals
Target audiences to segment information and avoid overload
Allow plenty of time
Encourage feedback and act on it

Question 20

Main types of noise

Answer 20

Emotions, attitudes, and perceptions
Type and amount of information
Cultural, social, and organisational

Question 21

5 best practices for effective communication

Answer 21

Identify clear messages appropriate for the audience
Make information simple, clear, and easy to navigate
Use an appropriate tone and style
Cater for different personality preferences
Include the actions required from people and where they can get support

Question 22

What is AIDA Model used for

Answer 22

to represent the steps along people’s journey of change

Question 23

AIDA

Answer 23

Attention
Interest
Desire
Action