How to manage stakeholder expectations in project delivery
In project delivery, managing stakeholder expectations is like conducting an orchestra. Stakeholders – clients, sponsors, team members, anyone with a vested interest in the outcome – all have their instruments, playing individual melodies. The project manager's role is to harmonise these melodies into a cohesive symphony, ensuring everyone plays their part in achieving a beautiful final product.
Successful stakeholder management requires a deep understanding of each party's needs and concerns. Clients may be primarily focused on the end result and overall value. Sponsors often prioritise budgets, timelines, and return on investment. Team members bring specialised skills and are concerned with day-to-day operations and their specific responsibilities.
The challenge for project managers lies in balancing these varied interests.
Moreover, stakeholder management isn't a static process. As projects evolve, so too can stakeholder expectations and priorities. Project managers must be adept at anticipating changes, adapting to new developments, and guiding all stakeholders through the entire project journey – from initiation to final delivery.
In this blog, we will discuss some actionable tips and strategies for mastering the art of stakeholder expectation management.
Best practises for managing stakeholder expectations
1. SET CLEAR EXPECTIONS
A well-orchestrated project kick-off meeting sets the stage for a successful delivery. Just as a conductor wouldn't launch into a complex symphony without first ensuring the musicians understand the score, project managers need to establish clear goals and expectations at the outset.
Move beyond generic pronouncements of "delivering a successful project." Instead, organise a collaborative session with key stakeholders to develop SMART goals. These Specific, Measurable, Achievable, Relevant, and Time-bound goals should clearly outline key deliverables, establish KPIs for success, and define clear acceptance criteria.
Stakeholder trust is essential for project success. Share the project charter, a document outlining the project scope, timeline, and budget. Explain the project's purpose and its intended benefits. This openness promotes confidence and guarantees that all parties are aware of the project's goals and their part in accomplishing them.
An effective project manager anticipates potential roadblocks, similar to a conductor preparing for challenging transitions in a piece. During the kick-off meeting, identify potential risks, such as resource limitations or technical hurdles, through collaborative brainstorming. The team may proactively address obstacles and prevent disruptions later in the project lifecycle by working collaboratively to build mitigation strategies.
The secret ingredient?Involve key stakeholders in defining goals and expectations. This cooperative strategy encourages a sense of ownership above and beyond information exchange. When stakeholders feel invested in the goals they helped establish, they become project champions, actively advocating for success. Everyone is in sync when working in this collaborative setting, which makes for a more peaceful and effective project completion process.
Alignment between the project team and its stakeholders is essential for a project to be genuinely successful. A true sense of shared ownership is created when team members work together to define project goals, even if good communication is still crucial.
Stakeholders' attitudes towards the project undergo a significant change when they are actively involved in defining its goals. They go from being passive consumers of knowledge to active participants. Stakeholders are empowered to have a feeling of ownership over the project's outcome thanks to this collaborative approach.
This strategy has several advantages. First off, buy-in is greatly increased. It is more probable that stakeholders will passionately support the project if they have a say in its development. It also promotes a common goal. There is less opportunity for misunderstandings and poor communication when everyone is focused on the same objectives. Thirdly, proactive problem-solving is encouraged. Those with a strong sense of ownership over the project are more likely to see possible problems and provide fixes.
In the end, cooperative goal-setting produces a tranquil project atmosphere where all parties are pursuing the same goal. It's about creating a feeling of purpose that unites people rather than merely exchanging information
2. BUILD TRUST THROUGH TRANSPERANCY
An orchestra conductor wielding a baton isn't just keeping time; they're guiding the musicians, ensuring everyone interprets the music the same way. In project management, clear and consistent communication acts as your conductor's baton, promoting transparency and building trust with stakeholders.
Imagine the opposite scenario: a conductor clutching the sheet music like a state secret, refusing to share it with the musicians. The result? Dissonance, frustration, and a whole lot of missed notes. In project management, keeping stakeholders in the dark about the project's roadmap leads to similar chaos. Transparency is the cornerstone of trust when managing expectations.
Here's how to wield the baton of communication effectively:
Be Upfront and Honest: Don't try to paint a rosy picture by sugarcoating potential challenges or risks. Stakeholders appreciate honesty and a willingness to address potential issues head-on. Openly discuss the project's scope, timeline, and budget, outlining any foreseeable hurdles.
Proactive Risk Management: Don't wait for bad news to break. Be proactive in presenting potential challenges along with clear mitigation plans. This demonstrates a responsible approach to problem-solving and builds trust with your stakeholders. They'll see you as someone who anticipates issues and has a plan to address them, not someone scrambling to react to crises.
Endorse Open Communication: Develop a communication plan that outlines how, when, and what information will be shared with different stakeholder groups. Regularly scheduled meetings, progress reports, and a central communication platform are all crucial tools. But communication is a two-way street. Encourage stakeholders to ask questions and voice their concerns. Actively listen to their feedback and address it promptly. This open dialogue builds trust and fosters a sense of partnership, ensuring everyone feels invested in the project's success.
3. AVOID PROJECT SCOPE CREEP
Project scope creep refers to the gradual expansion of a project's goals, deliverables, or features beyond its original boundaries, often without corresponding adjustments to time, budget, or resources.
Project scope creep can significantly disrupt stakeholder expectations. Uncontrolled changes to the project scope – adding features, expanding deliverables, or revising functionalities – can throw the entire project off-balance.
A well-defined project scope, documented and formally approved by stakeholders, sets the stage for success. This clear roadmap outlines the project's boundaries, including deliverables, timelines, and resources.
Be upfront and transparent with stakeholders about the project's limitations. Explain the rationale behind the defined scope and how it aligns with project goals. This transparency helps manage expectations and prevents stakeholders from assuming additional features are included.
Project managers need to be prepared to push back on requests that fall outside the scope. Explain the potential impact on timelines, budgets, and resource allocation. Offer alternative solutions that stay within the defined scope or suggest revisiting the scope for a future project iteration.
Are you struggling to keep Project Scope Creep away? At Ei Square, we've not only witnessed our fair share of scope creep, but we've also honed our skills in keeping it at bay.
Check out our blog on Managing project scope creep: Strategies to keep your project on track, where we share some of our best battle-tested tactics to help you keep your project focused.
4. CELEBRATE MILESTONES FOR A MOTIVATED TEAM
Failing to acknowledge progress along the way can lead to a team feeling demotivated and their belief in the project's success wavering. Celebrating milestones, both big and small, is an essential tool for keeping your project team engaged and motivated throughout the delivery journey.
Here's how to turn project milestones into motivational moments:
Recognise achievements, big and small: Don't wait for the grand finale to acknowledge success. Celebrate achievements throughout the project lifecycle. Completing a key deliverable, achieving a critical performance indicator, or even overcoming a major hurdle are all worthy of recognition.
Tailor your celebrations: One size doesn't fit all when it comes to celebrating milestones. Public recognition at a team meeting might be appropriate for a major accomplishment, while a simple "thank you" email might be more suitable for smaller victories. Consider your team's preferences and tailor your celebrations accordingly.
Make it meaningful: The key to impactful celebrations is making them feel genuine. Highlight specific contributions by team members and how their efforts directly contributed to achieving the milestone. This personalised recognition fosters a sense of accomplishment and reinforces the value each team member brings to the project.
Building momentum: Celebrating milestones isn't just about looking back; it's about propelling the team forward. Take the opportunity to acknowledge the progress made and use it to energise the team for upcoming challenges. You may instil a sense of momentum and maintain your team's focus on reaching the pinnacle of success by making connections between previous successes and future objectives.
Do you find yourself struggling to manage stakeholder expectations in your projects? We can help!
Ei Square's data consulting expertise can help you elevate your stakeholder management game. Our data-driven insights can inform tailored communication strategies, identify potential risks, and measure stakeholder satisfaction.
By partnering with Ei Square, you can:
● Gain a deeper understanding of stakeholder needs and preferences.
● Identify and address potential issues proactively.
● Measure the impact of your stakeholder management efforts.
Are you ready to transform your project management approach? Contact Ei Square today to discover how our data consulting services can help you achieve project success.