Managing Challenging Project Stakeholders

Programs and change can often create situations that are challenging to say the least. Building new business processes, implementing new software systems, restructuring a company; all create a challenging environment that can be, or at least feel like it is, a negative to some of the people who are affect by it.

While it's not always possible to bring everyone on side you must bring those who can have a serious impact on the project with you. In order to be successful you must reduce friction and upset people who don't want what you're trying to deliver will create friction.

First of all it's key to recognise there is always a reason someone is making things difficult. Though I've heard many times from people who are on side that those causing issues are "just 'awkward'", "a generally miserable people", "bothered they're not in control"; it has never turned out to actually be the case.

There are many reasons for a stakeholder to be awkward but here's a few I've come across most frequently:

1. They don't agree with the change on a process level, the think it's a bad idea but are finding it hard to express their point of view in an environment where everyone else is on board.

2. They wanted to resource to be focused on a project that's more important to them.

3. They don't want the change implemented because it will cause them to have to change the way they work.

4. They were vocal about it being a bad idea and now it's in their interest that it doesn't work.

5. They were leading the project originally but they've brought someone, you, in as it wasn't going well.

In each case there are personal reasons for people to be difficult. Individual needs can be both a problem and the source of the solution. Understanding what it is that is a concern for the other person enables you to build a way forward with them. Let's look at these examples one by one:

Don't agree with the process

There are three potential reasons for this.

- They don't understand the process that's being implemented

- The process being implemented has an issue that has been missed

- The person wants to feel they are being heard

Most of the time if you give them space to discuss concerns with you it will quickly become apparent which reason it is, giving them an initial chance to discuss their concerns is of upmost importance. Once you've actively listened and evaluated you can decide how to move forward.

Wanted the Resource Focused on Something Else

It's always possible to compromise and give a little. Talk to people and understand what was so important to them and do what you can to help. The project you're working on has the focus and funding so it's going to happen, but see how you can help them achieve what they need to achieve or how they can help you get done sooner so the resource can move onto their project.

They don't want to change

This is usually the case where people have been in a single role for a long time. They understand how it works, they have their own work around that make things click and they know that when you implement the project things are going to break.

If possible it's great to get these people on board as they tend to have a good deal of knowledge that can help you identify potential problems further down the line. You must not be driven by them, because they don't want to change! But you should learn what you can from them and if practical get them involved in the user testing early and not only make them feel they are actively involved in shaping it but actually let them do that.

They were vocal about it not working but were overruled

This can be more challenging a situation, in my experience the best thing to do here is to build a personal relationship with this person. Understand what they were concerned about, let them help you address some issues, listen to them complain over coffee. The more they see you as an individual rather than a reminder they were overruled the easier it will be to work with them.

They were not doing well on the project and you replaced them

Erm, awkward! But it happens pretty often. Sometimes they will be glad to be off the project, other times they will feel like a failure and still other times will be infuriated that they were so close and they weren't given the chance to finish.

If they are glad, or say they are, or they feel like they failed it's often best to just be your professional, personable self and do what you can to work with them on the project. If though they see you as someone who will show them up they are likely to try to sabotage what you're doing. Under these circumstances it's imperative you fill out a daily project diary outlining how the day went, this will give you history if you ever need it. Remain professional, don't take things personally, do what you need to and build up support from the stakeholders and sponsor through your obviously professional and practical approach, they will help you if you are actively blocked or bad mouthed down the line. Hey, you can't please everyone all the time! But you have to create an environment that is productive for your program of work to be successful.

Thanks for taking the time to read my posts, I really appreciate it and any feedback is welcome so please leave a comment below.

I also send out a monthly newsletter covering the main posts so please sign up for this in the footer!