Manage Stakeholders

Question 1

The project manager has just been informed that one stakeholder is unhappy about a specific deliverable. The project manager believes that the stakeholder’s concern should not be an issue because the deliverable will fully address the need. What should the project manager do?

A. Inform management
B. Send the requirements documentation to the stakeholder to prove that the adopted scope meets the need
C. Setup a meeting with the stakeholder to discuss his concerns
D. Ask the stakeholder to clearly document his requirement and issue a change request

Answer 1

C. Setup a meeting with the stakeholder to discuss his concerns

A meeting can clarify if the deliverable meets the stakeholder’s need as well as
show concern with his interests. Options A and B do not clarify if the deliverable
meets the need. Option D does not show the stakeholder the same concern
with his interests as option C.

Question 2

You are a project manager in an airline company in charge of an important CRM project. Two weeks before the delivery date, the latest performance report is showing a CPI of 1.1 and an SPI of 1.05, and no significant project issues. The customer also expressed satisfaction regarding the product quality. During acceptance tests, a stakeholder with a reputation for resisting the project informed the team that he was not happy with the product performance. What should you do FIRST?

A. Ignore the stakeholder because the project is nearly over
B. Inform the sponsor
C. Meet with the stakeholder to understand his concern
D. Obtain formal acceptance and complete the project before discussing potential product improvements

Answer 2

C. Meet with the stakeholder to understand his concern

Expectations should always be managed, even when the project is nearly over.

Question 3

You are managing a highway construction project. Your project stakeholders may include:

A. The project sponsor and the customer
B. Team members, team managers and business representatives
C. Environmental organization
D. All of the above

Answer 3

D. All of the above

A stakeholder is an individual or group, inside or outside the organization, Who
can be impacted bythe project or Who can influence the project (answer D).

Question 4

An agile team has systematically met the previous sprints’ goals. There are however signs that senior manager may not fully trust the team’s ability to meet the project’s objectives. To positively influence the levels of stakeholders’ trust you may invite them to attend:

A. Retrospective meetings
B. Sprint review meetings
C. Daily standup meetings
D. Sprint planning meetings

Answer 4

B. Sprint review meetings

Agile teams often engage stakeholders by inviting them to sprint review
meetings to raise awareness and collect improvement ideas.

Question 5

Your company is building an Oil rig in the Pacific Ocean. The project involves stakeholders from multiple countries, languages and cultures. Which of the following statements regarding stakeholders is correct?

A. Stakeholders influence should increase throughout the project
B. Project stakeholders belong to the project team
C. Some stakeholders are not involved in the project.
D. Stakeholders should be managed by the sponsor

Answer 5

C. Some stakeholders are not involved in the project.

Some stakeholders are not involved in the project (e.g., Public organizations and
end users)

Question 6

The customer does not want to formally approve a deliverable, even though the deliverable was completed according to its specifications. What should the project manager do FIRST?

A. Document the situation and complete the project as planned
B. Request management support
C. Discuss the issue with the customer
D. Discuss the issue with the team to discuss alternatives

Answer 6

C. Discuss the issue with the customer

The first step should be to understand the problem.

Question 7

You are currently highlighting the intended shift in stakeholder engagement. Which of the following may you perform before moving on to the next process?

A. Capturing and documenting stakeholders’ major requirements
B. Balancing the benefits and costs of a potential engagement strategy
C. Adapting the engagement strategies to ensure that they remain effective
D. Using graphical models to categorize stakeholders

Answer 7

B. Balancing the benefits and costs of a potential engagement strategy

You are currently planning stakeholder engagement. Balancing the benefits and
costs of a potential engagement strategy is part of stakeholder engagement
planning (answer B). Capturing and documenting stakeholders’ major
requirements (answer A) and plotting stakeholders against a stakeholder
assessment grid are part of stakeholder identification (answer D). Adapting the
engagement strategies to ensure that they remain effective is part of
stakeholder engagement monitoring (answer C).

Question 8

You decide to perform a stakeholder assessment. How should you proceed?

A. Influence stakeholder perceptions and engagement levels
B. Identify stakeholder influence levels and prepare a stakeholder register template
C. Identify stakeholder interest levels and identify stakeholder communication requirements
D. Identify, assess, categorize and prioritize stakeholders

Answer 8

D. Identify, assess, categorize and prioritize stakeholders

Identify, assess, categorize and prioritize stakeholders are part of a stakeholder
assessment.

Question 9

A project is facing major changes during its execution. Which of the following would have been the BEST option to avoid this situation?

A. Establish a configuration management system
B. Review the work breakdown structure carefully with the team
C. Ensure that the requirements documentation is formally approved
D. Spend more time managing stakeholders

Answer 9

D. Spend more time managing stakeholders

Lack of stakeholder management is one of the main causes of constant project
changes.

Question 10

You are in the process of identifying project stakeholders. Which of the following may be performed as part of the process?

A. Highlighting the intended shift in stakeholder engagement
B. Identifying the benefits expected from further engagement
C. Ensuring that stakeholders understand how they should contribute to the project
D. Use a stakeholder assessment grid to plot the stakeholders’ authority versus attitude

Answer 10

D. Use a stakeholder assessment grid to plot the stakeholders’ authority versus attitude

Stakeholder assessment grids are part of stakeholder identification (answer D).
Highlighting the intended shift in stakeholder engagement (answer A),
identifying the benefits expected from further engagement (answer B), and
ensuring that stakeholders understand how they should contribute to the
project (answer C) are not part of stakeholder identification.

Question 11

A multinational company is developing a new smartphone application. The project manager is preparing a matrix where the power and attitude of key stakeholders is analyzed. Which of the following activities is the project manager performing?

A. Identifying stakeholders
B. Planning stakeholder engagement
C. Managing stakeholder engagement
D. Categorizing and prioritizing stakeholders

Answer 11

D. Categorizing and prioritizing stakeholders

The power vs attitude matrix is used to categorize and prioritize stakeholders.

Question 12

You have just finished identifying stakeholders and mapping them according to their power, interest and support. You are worried with a specific powerful stakeholder that can strongly impact the project performance. What is the BEST course of action?

A. Ask the stakeholder to approve the project charter
B. Avoid involving the stakeholders in key project meetings
C. Ask the sponsor to deal directly with the stakeholder
D. Involve the stakeholder as soon as possible

Answer 12

D. Involve the stakeholder as soon as possible

Involving stakeholders from the project start, particularly those that have a
higher influence, is the best option to minimize the risk of unfavorable changes.

Question 13

Ruth has just been formally assigned as the project manager on a large construction project. What should she do FIRST?

A. Help to create the project charter
B. Organize workshops with key users to collect product requirements
C. Identify project stakeholders
D. Establish the project management approach

Answer 13

C. Identify project stakeholders

The project charter has already been created, because the project manager has
been formally designated. The only available option of project initiation
activities is to analyze stakeholders.

Question 14

A critical resource was removed from the project a few weeks before the project due date. Which of the following is the LEAST likely reason?

A. Lack of a resource management plan
B. The functional manager was not included in the communications management plan
C. Lack of a work authorization system
D. Lack of management support

Answer 14

C. Lack of a work authorization system

The fact that a critical resource was removed from the project suggests a
problem with human resource management planning. Maybe the project does
not have a staffing management plan (answer A) or the plan is not being
implemented by lack of management support (answer D). Maybe the resource
allocation problems are caused by inadequate communication with the
functional manager (answer B). The lack of a work authorization system should
not lead to the resource allocation problems.

Question 15

You are starting a new waste management project that seeks to reduce industrial, household and municipal waste. You want to assess project stakeholders to ensure that you are focused on the individuals and groups Who are critical to the project’s success. Which of the following may be used to analyze stakeholders? (Choose three.)

A. Authority vs. interest grid
B. Communications management plan
C. Salience model
D. Stakeholder engagement plan
E. Stakeholder assessment plan
F. Authority vs. influence grid

Answer 15

A. Authority vs. interest grid
C. Salience model
F. Authority vs. influence grid

Question 16

The project manager is about to prepare the stakeholder register. Before meeting with senior management, she needs to collect relevant inputs for the stakeholder register. All of the following options may be relevant for the meeting, EXCEPT:

A. Understand the organizational culture and structure
B. Request the stakeholder register template from the project management office
C. Review the project charter and the contract
D. Determine the stakeholder engagement approach

Answer 16

D. Determine the stakeholder engagement approach

The stakeholder engagement approach would only be defined while preparing
the stakeholder engagement plan. All other options are relevant while
identifying stakeholders.

Question 17

At the latest stages of the project, a stakeholder is concerned about the project performance. However, you know that the project is performing according to plan. How should you approach the situation?

A. Update the stakeholder register with the stakeholder’s concerns
B. Focus on completing the project as performed and meet with the stakeholder when the project is completed
C. Invite the stakeholderto the next status meeting
D. Update the issue log with the stakeholder’s concerns

Answer 17

D. Update the issue log with the stakeholder’s concerns

Stakeholder’ issues should be managed and documented in the issue log.

Question 18

You have just been assigned to a project that Will improve an existing billing system. You were asked to create a stakeholder register. Which of the following options are recorded in the stakeholder register? (Choose three.)

A. Stakeholder’s risk tolerance
B. Stakeholder’s requested changes
C. Stakeholder’s contribution
D. Stakeholder’s responsibilities
E. Stakeholder’s attitude toward the project
F. How much the stakeholder known about the project

Answer 18

C. Stakeholder’s contribution
E. Stakeholder’s attitude toward the project
F. How much the stakeholder known about the project

Question 19

As a project manager in a hotel expansion project, you are determining how to engage stakeholders. You are concerned because Robert, Who is a powerful stakeholder, is actively hostile to the project. How should you communicate with Robert?

A. Send sporadically and summarized information and be ready to address any questions
B. Align the communication’s frequency to Robert’s interest and provide enough detail to ensure transparency
C. Send frequent and detailed information because Robert is a powerful stakeholder and opposes the project
D. Send frequent and summarized information to progressively engage Robert

Answer 19

B. Align the communication’s frequency to Robert’s interest and provide enough detail to ensure transparency

Communications’ frequency and level of detail should be aligned to the
stakeholders’ level of interest and authority (answer B). A powerful stakeholder
should typically receive detailed information (answer A). A stakeholder Who
opposes the project should typically receive sporadic information (answers C
and D).

Question 20

Sarah is managing the company’s Oil and gas project that has been in running for Six months. The project has been struggling with quality defects and Sarah has been meeting regularly with stakeholders to address their concerns and report on defect repair progress. All of the following options are an output of Sarah’s stakeholder engagement management effort, EXCEPT:

A. Avoiding further conflict
B. Updating the lessons learned register to record how the issue was managed
C. Updating the issue log to record how the issue was addressed
D. Preparing a change request to change the adopted quality standard

Answer 20

A. Avoiding further conflict

Conflict cannot be completely avoided (answer A). Updates to the lessons
learned register (answer B), updates to the issue log (answer C) and change
requests (option D) are typical outputs of the manage stakeholder engagement
process.

Question 21

A project has been dealing with significant scope changes. Which of the following is the LEAST likely cause?

A. The stakeholder register has been updated at the beginning of each project phase
B. A group of stakeholders with low authority and high interest in the project has not been kept informed
C. Poor stakeholders’ identification
D. Lack of management support

Answer 21

A. The stakeholder register has been updated at the beginning of each project phase

The stakeholder register can be updated at the beginning of each project phase
to reflect changes in the stakeholder environment (answer A). Project
supporters, with low authority and high interest, should be kept informed, to
avoid facing unexpected changes (answer B). Without management support
(answer D), the project would have a difficult time enforcing change control.
Poor stakeholders’ identification (answer C) can lead to changes, because
stakeholders may not feel committed to the adopted scope.

Question 22

A complex project to manufacture a new type of electronic equipment is underway. The sponsor expressed her concern that there are several issues that remain unaddressed. Which of the following options are likely consequences of unresolved issues? (Choose three.)

A. Reduce resistance to change
B. Increase conflict
C. Escalate issues to senior management
D. Compromise stakeholder engagement
E. Increase project support

Answer 22

B. Increase conflict
C. Escalate issues to senior management
D. Compromise stakeholder engagement

Question 23

Several stakeholders have expressed concerns about the schedule performance. How should the project manager address these concerns?

A. Request an email describing the stakeholder’s concerns
B. Send a status report and request the stakeholder’s feedback in writing
C. Organize face-to-face meetings with the stakeholders to understand their concerns
D. Call the stakeholders to collect their immediate feedback

Answer 23

C. Organize face-to-face meetings with the stakeholders to understand their concerns

Face-to-face meetings are the most effective method to handle stakeholders’
sues.

Question 24

Martin, head of operations of an engine manufacturing company, is showing signs of dissatisfaction from the project beginning. He has repeatedly complained that the team response time is too slow and that the product does not meet expectations. You are also convinced that Martin is the source of the negative rumor that is currently circulating. Which of the following statements is correct?

A. The stakeholder engagement plan should document that Martin’s current engagement level is “conflict”
B. The stakeholder engagement assessment matrix should document that Martin’s current engagement level is resistant
C. The stakeholder engagement assessment matrix should document how to positively engage Martin
D. The stakeholder register should document Martin’s desired level of engagement

Answer 24

B. The stakeholder engagement assessment matrix should document that Martin’s current engagement level is resistant

The stakeholder engagement assessment matrix records the stakeholders’
current and desired levels of engagement (answer B).

Question 25

Maintaining two-way relationships with stakeholders is critical to project success. Project managers should manage stakeholders to receive support, maintain stakeholder engagement and manage their expectations. Which of the following options are part of stakeholder management? (Choose three.)

A. Managing issues proactively
B. Influencing expectations
C. Managing identified problems jointly with stakeholders
D. Delivering above quality requirements to meet expectations
E. Managing project variances

Answer 25

A. Managing issues proactively
B. Influencing expectations
C. Managing identified problems jointly with stakeholders

Question 26

The new research and development project involves stakeholders from three companies and fourteen different countries. The project manager is working with the project sponsor to analyze the individuals and groups who have a stake in the project. All of the following options can be used to categorize and prioritize stakeholders graphically, EXCEPT:

A. Salience model
B. Power vs. influence grid
C. Stakeholder engagement assessment matrix
D. Powervs. interest grid

Answer 26

C. Stakeholder engagement assessment matrix

The stakeholder engagement assessment matrix is part of stakeholder
engagement planning.

Question 27

Managing constant communication with stakeholders is critical for project success. Stakeholders communication requirements can be collected as part of which project management process?

A. Plan communications management
B. Plan communications management and identify stakeholders
C. Plan stakeholder engagement and plan communications management
D. None of the above

Answer 27

A. Plan communications management

Stakeholders communication requirements can be collected as part of the plan
communications management process.

Question 28

Sarah is managing the company’s Oil rig project that has been in running for Six months. The project has been struggling with quality defects and Sarah has been meeting regularly with stakeholders to address their concerns and report on defect repair progress. However, a critical stakeholder has been constantly missing project meetings. How should Sarah proceed?

A. Address the issue with the sponsor and review the stakeholder engagement plan
B. Address the issue with the stakeholder and review the stakeholder engagement plan and communications management plan
C. Address the issue with the stakeholder and review the stakeholder register
D. Address the issue with the stakeholder and review the stakeholder engagement plan

Answer 28

B. Address the issue with the stakeholder and review the stakeholder engagement plan and communications management plan

Sarah should address the issue with the stakeholder and revisit the stakeholder
engagement plan and communications management plan to ensure that the
critical stakeholder is adequately engaged in the project.

Question 29

Senior management has expressed concerns about the project quality performance. How should you approach the situation?

A. Wait until the next scheduled performance meeting to avoid wasting senior management time
B. Send a performance report documenting the project’s quality performance
C. Request a face-to-face meeting to understand management’s concerns and explain the project status
D. Send an electronic mail documenting the quality status and organize a telephone call

Answer 29

C. Request a face-to-face meeting to understand management’s concerns and explain the project status

Face-to-face meetings Will enable you to more effectively understand and
influence management’s concerns.

Question 30

A complex project to manufacture a new type of electronic equipment is underway. The sponsor expressed her concern that there are several issues that remain unaddressed. Which of the following are true regarding the issue log? (Choose three.)

A. It allows the project manager to keep track of open issues and resolutions
B. It provides evidence that defects are addressed
C. Is used for both team and stakeholder management
D. Can be used to track down assumptions
E. Provides evidence that expectations are being managed

Answer 30

A. It allows the project manager to keep track of open issues and resolutions
C. Is used for both team and stakeholder management
E. Provides evidence that expectations are being managed

Question 31

A consulting company is promoting the adoption of stakeholder personas to provide a broad classification of engagement levels. Which of the following may be used to classify the engagement levels? (Choose two.)

A. Champion, neutral, antagonist, stoic and invisible
B. High, moderate, low authority and no authority
C. High, moderate and low influence
D. Unaware, doubtful, indifferent, supportive and champion
E. Unaware, resistant, neutral, supportive and leading

Answer 31

A. Champion, neutral, antagonist, stoic and invisible
E. Unaware, resistant, neutral, supportive and leading

Question 32

The project manager should identify the individuals or groups that are critical for project success. When should project stakeholders be identified?

A. When the project is being authorized
B. At the start of each phase
C. When a significant change occurs
D. All of the above

Answer 32

D. All of the above

Stakeholders should be identified when the project is being authorized, at the
start of each phase and when a significant change occurs.

Question 33

You want to ensure that stakeholder expectations and issues are properly managed. Which of the following options is part of the manage stakeholder engagement process?

A. Establishing, influencing and exceeding expectations
B. Identifying stakeholders and revisiting the stakeholder register at the beginning of each phase
C. Determining how the stakeholders are contributing to the project and how much they know about the project objectives
D. Managing issues proactively and promoting regular product inspections with stakeholders to maintain their continued support

Answer 33

D. Managing issues proactively and promoting regular product inspections with stakeholders to maintain their continued support

Managing issues and promoting engagement are part of the manage
stakeholder engagement process (answer D). The project manager should
translate expectations into requirements and then address those requirements
(answer A). Stakeholders are identified and understood as part of the identify
stakeholders process (answers B and C).

Question 34

Unmanaged expectations often lead to project failure. Who is accountable for actively managing stakeholder engagement throughout the project?

A. The sponsor
B. The customer
C. The project manager
D. Every stakeholder

Answer 34

C. The project manager

The project manager is accountable for managing stakeholder engagement.

Question 35

Which of the following activities are part of monitor stakeholder engagement? (Choose three.)

A. Update the stakeholder register
B. Align stakeholder expectations
C. Gather stakeholders’ major requirements, expectations, interests and concerns
D. Categorize and prioritize stakeholders
E. Verify if the adopted engagement strategies are effectively influencing stakeholder engagement
F. Oversee stakeholder engagement

Answer 35

A. Update the stakeholder register
E. Verify if the adopted engagement strategies are effectively influencing stakeholder engagement
F. Oversee stakeholder engagement

Question 36

You have just been assigned to a project that Will improve an existing billing system. You were asked to create a stakeholder register. Which of the following elements should you include in a stakeholder register?

A. Stakeholders’ expectations, major requirements, contribution, and authority
B. Detailed communication requirements
C. Benefits and costs of the engagement strategies
D. Current and desired level of stakeholder engagement

Answer 36

A. Stakeholders’ expectations, major requirements, contribution, and authority

The stakeholder register can record the stakeholders’ expectations, major
requirements, contribution, and authority (answer A). Detailed communications
requirements (answer B) are documented in the communications management
plan. Benefits of further engagement and implementation costs of the adopted
engagement strategies (answer C) are part of the stakeholder engagement plan.
Current and desired stakeholder engagement levels (answer D) are
documented in the stakeholder engagement matrix.

Question 37

Paul is the project manager of a pharmaceutical firm that produces innovative drugs. Paul’s first task is to create a stakeholder register. All of the following options represent elements that may be included in the stakeholder register, EXCEPT:

A. Stakeholders’ contact information
B. Stakeholders’ issues resolution
C. Stakeholders’ needs and concerns
D. Stakeholders’ attitude towards the project

Answer 37

B. Stakeholders’ issues resolution

Stakeholder’ issues resolution should be documented in the project issue log.

Question 38

The current stakeholder engagement level can be compared to the planned engagement level. All of the following may be used to classify the stakeholders’ engagement level, EXCEPT:

A. Active
B. Supportive
C. Unaware
D. Leading

Answer 38

A. Active

Engagement levels can be classified as unaware, resistant, neutral, supportive
and leading.

Question 39

At the early stages of the project, you noticed a high level of resistance from a number of stakeholders. How should you approach the situation?

A. Establish a responsibility assignment matrix defining the stakeholders’ roles
B. Meet with stakeholders to understand their issues and expectations and remove any existing obstacles
C. Review the project charter according to stakeholders’ expectations
D. Meet with the sponsor to prevent these stakeholders from negatively influencing the project

Answer 39

B. Meet with stakeholders to understand their issues and expectations and remove any existing obstacles

To manage a project, we need to understand the stakeholders’ issues and
expectations and remove any existing obstacles.

Question 40

While preparing a stakeholder register, you are focused on analyzing stakeholder’s influence. Which of the following statements regarding stakeholders’ influence is correct?

A. Stakeholders should be able to influence project decisions throughout the project
B. Stakeholders influence remains steady throughout the project
C. Stakeholders influence is usually lower at the start of the project
D. Stakeholders influence should decrease throughout the project, along with the impact of potential changes

Answer 40

A. Stakeholders should be able to influence project decisions throughout the project

Stakeholders should be able to influence project decisions during the whole
project. Their ability to influence change is usually higher at the start of the
project and progressively decreases throughout the project (answers B and C).
The impact of potential changes usually increases throughout the project
(answer D).

Question 41

You are preparing a stakeholder engagement assessment matrix describing the stakeholders’ engagement level. Which of the following options should be used to classify engagement levels?

A. Unaware, doubtful, indifferent, supportive, champion
B. Unaware, resistant, neutral, supportive, leading
C. Blocker, doubtful, indifferent, loyal, leading
D. Blocker, resistant, neutral, loyal, champion

Answer 41

B. Unaware, resistant, neutral, supportive, leading

The stakeholder engagement assessment matrix classifies stakeholders as
unaware, resistant, neutral, supportive and leading

Question 42

After two days of intense meetings, you have managed to convince the customer that the project scope should not be changed. Which of the following best describes your stakeholder engagement effort?

A. You have closed a project issue
B. You have rejected a change request
C. You have updated the stakeholder engagement plan
D. You have issued a corrective action

Answer 42

A. You have closed a project issue

An issue is any existing problem, obstacle, disagreement, conflict, or difference
that requires management action.

Question 43

The team has just found out that a completed and validated deliverable does not meet public regulations. You know that correcting the deliverable would compromise the project schedule. What should you do FIRST?

A. Correct the deliverable and inform the customer that the project Will be late
B. Complete the project as scheduled and complete the deliverable at a more appropriate time
C. Analyze alternatives and discuss them with management
D. Analyze alternatives and discuss them with the customer

Answer 43

C. Analyze alternatives and discuss them with management

Alternatives should be discussed internally first before being addressed with
the customer.

Question 44

George has been assigned as project manager of an industrial 50 Million USD design project. He is considering using a salience model to better understand stakeholders and focus on the key relationships. Which of the following options is part of the salience model?

A. Stakeholders need immediate attention, legitimacy, and power
B. Stakeholders interest, legitimacy, and power
C. Stakeholders power, interest, and attitude
D. Stakeholders power, interest, and impact

Answer 44

A. Stakeholders need immediate attention, legitimacy, and power

The salience model models stakeholders according to their need for immediate
attention, legitimacy and authority.

Question 45

You need to map specific stakeholders according to their current and desired levels of engagement. Which of the following should you use?

A. Authority vs. interest grid
B. Stakeholders engagement assessment matrix
C. Stakeholder engagement plan
D. Stakeholder register

Answer 45

B. Stakeholders engagement assessment matrix

A stakeholder engagement assessment matrix is used to map specific
stakeholders to current and desired levels of engagement.