Unit 4 - Stakeholders and Communication

Question 1

what should you consider while communicating?

Answer 1

-level of interest in the project you are working on
-the style of communication that you are using
-the media that you are using to communicate with

Question 2

what do we mean by levels of interest

Answer 2

ensuring that we are giving them the amount of details that they need - if they are not interested (not a priority) then we should not give them all the details, just a basic overview so that they are aware of the situation etc.

Question 3

what were the four communication styles that Carl Jung was able to identify?

Answer 3

1. controllers
2. collaborators
3. analysers
4. socialisers

Question 4

explain the communication style - controller

Answer 4

-like to lead and have control over themselves and others in situations
-direct, loud and has a sense of urgency
-you must be precise and straight forward when communicating with a controller

Question 5

explain the communication style - collaborator

Answer 5

-like to work with people towards a goal as they are relationship-oriented
-expressive and emotional
-often have win-win attitudes
-listen to them and make them interested in what you are saying/asking

Question 6

explain the communication style - analyser

Answer 6

-detail-oriented and logical
-take their time to think about a solution or discuss independently rather than as a team
-supply them with data when discussing and allow them time to think before making any decisions.

Question 7

explain the communication style - socialiser

Answer 7

-they love change and enjoy working with other people
-they make decisions through brainstorming and discussions
-outspoken and assertive
-when communicating, show and interest and be positive - focus on more solutions

Question 8

what is communication media?

Answer 8

the written, spoken or electronic methods that are used to communicate a message.

Question 9

what factors can influence the communication media?

Answer 9

-purpose
-cost
-speed
-subject matter
-volume of information
-permanent record

Question 10

explain how audience and influence communications

Answer 10

-the level of language and formalities that are needed
-chaining the tone of voice to suit the needs of the audience

Question 11

explain how purpose can influence communications

Answer 11

this is so we can change our method of communication in order to ensure that it is effective

Question 12

explain how cost can influence communications

Answer 12

this can change weather something is sent out physically (in the post) or electronically (via email)

Question 13

explain how speed can influence communications

Answer 13

depends on how fast the message needs to be delivered (eg. post vs email)

Question 14

explain how subject matter can influence communications

Answer 14

if the message/communication is large and complex, it may be better if this is communicated via written form. However, if it is short and doesn’t hold lots of information, this could be a phone call

Question 15

how can the volume of information influence communication

Answer 15

the amount of information that needs to be passed will change the communication media. if there is a report that needs to be given, this would be communicated better via written form in comparison to a telephone call

Question 16

how can permanent record influence communications

Answer 16

if there needs to be a record that the communication has happened, this would be better to do via email or letter. this is so copies can be made and they can be traced.

Question 17

what should be considered when making a communication plan?

Answer 17

-what is being communicated?
-who needs to be aware
-what is necessary information?
-only tell on a need-to-know basis
-how should this be communicated? (consider length and content)
-when does the communication need to be sent (any deadlines?)

Question 18

what is a stakeholder?

Answer 18

this is anyone who has an interest in the success of a product, service or a project. different to customers.

Question 19

what are internal stakeholders?

Answer 19

these are stakeholders within the organisation that are interested on the outcomes of a project.

Question 20

name some examples of internal stakeholders

Answer 20

-colleagues
-managers, supervisors, team leaders
-subject specialists
-directors and senior managers
-department staff or a project team
-shareholders or board members

Question 21

how can managers, supervisors and team leaders impact a product, service or project?

Answer 21

-responsible for planning, controlling and monitoring.
-oversee and take responsibility for decisions
-give advice and support on organisation policies and procedures
-use their knowledge to support a team and senior management

Question 22

how to colleagues and internal customers impact a product, service or a project?

Answer 22

-key to setting goals and objectives of the project
-they can be impacted by the outcomes so it becomes important that you are meeting their needs

Question 23

how do subject specialists impact a product, service or a project

Answer 23

-provide expertise and knowledge
-share different perspectives and more detailed information on certain policies and procedures

Question 24

how do directors and senior managers impact products, services and projects?

Answer 24

-make high-level decisions on the way that the organisation should work.
-they are accountable for planning, controlling and monitoring the product/service.
-high power and influence
-maintains budget control
-links the product to the organisation strategy
-responsible for communicating team purpose and objectives

Question 25

how do department staff or a project team influence a product, service or a project?

Answer 25

-work under the leadership of the department manager or project manager
-motivated and appropriately skilled

Question 26

how do shareholders or board members influence products, services or projects

Answer 26

-vote or pass resolutions at general meetings
-they may be involved in signing off business cases and allocating resources

Question 27

what are external stakeholders?

Answer 27

stakeholders outside of the organisation that have an interest in a product or service.

Question 28

name some examples of external stakeholders

Answer 28

-potential users/customers
-suppliers
-competitors
-standards agencies or regulatory bodies
-consultants
-the local community / where the business operate

Question 29

how can potential users/customers influence a product/service

Answer 29

-provide custom and revenue
-can provide the team with feedback and solutions
-data collected can be used to test features
-customer focus groups or an online survey can be used to gauge opinions and gather information from users about the product/service

Question 30

how can suppliers influence a product/service

Answer 30

-utilised when services need to be outsourced
-can influence timescales and cost
-impacts the supply chain and can put the business at risk if it is not managed properly
-can provide information and guidance or additional products/materials

Question 31

how can competitors influence a product/service

Answer 31

they can impact the success of a project.
-competitor analysis can provide insight into an alternative process.

Question 32

how can standards agencies or regulatory bodies influence a product/service?

Answer 32

-check compliance and ensure that any products are within the guidelines
-can fine or apply sanctions to non-compliant organisations
-they can also be used to ask for specialist advice to make sure there will be no additional problems if a feature is added

Question 33

how can consultants impact a product/service?

Answer 33

provide specialist expertise and knowledge which may not be available within the organisation

Question 34

how can the local community impact a product/service?

Answer 34

-they can provide their opinions to be used alongside SWOT and PESTLE analysis
-engaging with the local community will help with the promotion and reputation of a company
-often linked with corporate social responsibility policy

Question 35

how can you manage stakeholders and their expectations?

Answer 35

1. gain support from the people who will influence the outcomes using a power interest grid.
2. ensure everyone that is involved has realistic expectations and clear roles and responsibilities

Question 36

what do power interest grids look at?

Answer 36

1. level of influence or power a stakeholder has
2. level of interest a stakeholder has

Question 36

how should you manage stakeholders that are:
high power - low interest?

Answer 36

-keep satisfied
they are not interested in all the details but need to be updated often to ensure they are happy with the outcomes. Should be consulted as they can have good areas of knowledge.

Question 37

how should you manage stakeholders that are:
high power - high interest?

Answer 37

-manage closely
need to be informed regularly and kept up-to-date. their expectations also need to be managed carefully.

Question 38

how should you manage stakeholders that are:
low power - low interest?

Answer 38

-monitor them
only want high level information and updates and monitored to ensure there are no problems. ensure not to contact more than necessary

Question 39

how should you manage stakeholders that are:
low power - high interest

Answer 39

-keep informed
they can’t block the projects but they can provide attention to details. they should be consulted regularly.

Question 40

what does the RACI matrix stand for? briefly explain what this means.

Answer 40

-Responsible = the person who carried out the work needed for the task / project
-Accountable = the person who approves the work of the responsible person and ensures the work is done successfully
-Consulted = people who provide information to the responsible and accountable people
-Informed = people who are effected by the outcome, so they need to be kept informed of the progress.

Question 41

who made the 7 principles of stakeholder management. and name all 7.

Answer 41

Max Clarkson
1. Acknowledge and actively monitor concerns
2. listen and openly communicate
3. adopt processes and sensitive modes of behaviour
4. recognise the interdependence of efforts and rewards
5. work cooperatively
6. avoid activities that might jeopardise inalienable human rights
7. acknowledge potential conflicts

Question 42

explain:
acknowledge and actively monitor concerns

Answer 42

-acknowledge all concerns of legitimate stakeholders.
-be aware of the different stakeholders that are involved
-monitoring concerns is also a way of acknowledging them.

Question 43

explain:
listen and openly communicate

Answer 43

-listen and talk about any concerns or contributions the stakeholders may have.
-present messages clearly so that everyone can understand.
-use the most appropriate method of communication to ensure you are effectively communicating with the stakeholder.

Question 44

explain:
adopt processes and sensitive modes of behaviour

Answer 44

-adopting different processes to meet the needs and capabilities of the stakeholders.
-not all stakeholders can be handled in the same way so it is important to ensure you are adapting to their needs.

Question 45

explain:
recognising the interdependence of efforts and rewards

Answer 45

-recognise this among stakeholders and share rewards evenly and fairly.
-some stakeholders are at a bigger risk while having an interest in the company so this needs to be rewarded accordingly

Question 46

explain:
working cooperatively

Answer 46

-work with other teams (internal and external) in order to keep risks and harms from arising
-if things cannot be avoided, ensure to compensate accordingly.

Question 47

explain:
avoid activities that might jeopardise inalienable human rights

Answer 47

-avoid activities that can cause concerns for human rights
-take precautions to ensure there are no illegal actions, crimes or dangerous activities.

Question 48

explain:
acknowledge potential conflicts

Answer 48

-ensure you are aware of the potential conflicts that could arise between the company and the stakeholders.
-noticing the conflicts will allow you to come to compromises and agreements for efficiently and effectively