Comms/Stakeholders Flashcards
Stakeholder Principles
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
Stakeholder Radar
V - vital to engage
N- necessary to engage
G - good to have engaged
C - courtesy to inform
Mapping in Two Dimensions
Interest in Change/Power & Influence
- Key Players
- Active Players
- Influential Observers
- Spectators
CPIG Segmentation
C - Customers
P - providers or suppliers
I - Influencers
G - governance
Communication BIases
Confirmation Bias
Status Quo Bias
Availability Bias
Bandwagon Bias
Two Dimensions:
Engage closely
Key Players
Two Dimensions:
Keep satisfied
Influential Observers
Two Dimensions:
Monitor
Spectators
Two Dimensions:
Keep informed
Active Players
Two Dimensions:
Key Players
High interest
High influence
Two Dimensions:
Influential Observers
Low interest
High influence
Two Dimensions:
Spectators
Low interest
Low influence
Two Dimensions:
Active Players
High interest
Low influence
Parts of empathy map
Think & Feel, Hear, See, Says & Does.
Pain & Gain.
Communication Bias:
tendency for people to pay attention only to information that confirms their beliefs and ignore evidence that indicates otherwise
Confirmation Bias
Communication Bias:
a preference for people to keep things the way they are and avoid change
Status Quo Bias
Communication Bias:
tendency to perceive the more memorable information as the most significant
Availability Bias
Communication Bias:
more people come to believe something, the more others want to ‘hop on’
Bandwagon Bias
6 Factors for People-Focused Approach
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
Main types of noise
Emotions, attitudes, and perceptions
Type and amount of information
Cultural, social, and organisational
5 best practices for effective communication
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
What is AIDA Model used for
to represent the steps along people’s journey of change
AIDA
Attention
Interest
Desire
Action
