Project Management Professional (PMP)® Examination Content OutlinePeopleMedium
A project manager is leading a large-scale infrastructure project. A key stakeholder, the Head of Operations, frequently expresses concerns about the project's impact on ongoing operations and demands detailed reports, often outside the agreed-upon communication plan. This is consuming significant project manager time and resources. What is the BEST approach for the project manager to manage this stakeholder?
- ASchedule a meeting with the Head of Operations to understand their underlying concerns and collaboratively adjust the communication plan if necessary.
- BProvide ad-hoc reports as requested to ensure stakeholder satisfaction and avoid conflict.
- CDirect the Head of Operations to the agreed-upon communication plan and decline all extra requests.
- DEscalate the stakeholder's behavior to the project sponsor, citing non-adherence to the communication plan.
Show answer & explanationAnswer & explanation
Correct answer: A. Schedule a meeting with the Head of Operations to understand their underlying concerns and collaboratively adjust the communication plan if necessary.
The best approach is to proactively engage the stakeholder to understand their underlying concerns. This allows the project manager to address the root cause of the requests and collaboratively adjust the communication plan, fostering better engagement and managing expectations efficiently.
Why the other options are wrong
- B. This is reactive and unsustainable, leading to increased workload without addressing the root cause of the requests.
- C. This is too rigid and can damage the relationship with a key stakeholder, potentially leading to further resistance.
- D. Escalation should be a last resort. The PM should first attempt to resolve the issue directly with the stakeholder.
Manage Stakeholder Expectations
The process of communicating and influencing stakeholders' perceptions and expectations to align them with project goals and realities, ensuring their continued support.
- Requires active listening and empathy.
- Involves clear, consistent communication.
- May require adjusting plans collaboratively.
Memory trick: Understand their 'why' before you explain your 'what'.