Stakeholder engagement resources
This stakeholder engagement resources page is a rich source of helpful case studies, patterns, tools, books, papers, presentations, videos, webinars, podcasts and social media – all related to stakeholder engagement.
Patterns
Patterns document commonly observed, project-related behaviours that impede project delivery, including analysis, learning and solutions.
Tools
Tools include techniques, models, methods and applications for improving stakeholder engagement that have been applied, adapted and found helpful in practice.
For more information on the group or stakeholder engagement, click here.
Active Listening Toolkit
APM’s People Interest Network has developed an Active Listening Toolkit to help with the early engagement of stakeholders.
The toolkit includes everything you need to create Active Listening Panels (ALPs). The aim of each ALP is to find out what is important to key stakeholders, how it relates to your project and how they feel about it.
Included below is a:
- Scoping Document – to set objectives for the panel
- Timeline – to integrate the ALP with your own project
- Attendance Pipeline – to manage invitations and messaging
- Facilitation and Question Set – to help run the session
- Internal Intelligence Briefing – to share findings with the board
There are also tools to promote ALPs.
- APM Active Learning Panel - Explainer
- APM Active Learning Panel - Internal Intelligence Briefing
- APM Active Learning Panel - Attendance Pipeline
- APM Active Learning Panel - Facilitation Guide and Question set
- APM Active Listening Panel - Framework
- APM Active Listening Panel - Best Practice Engagement
- APM Active Listening Panel - Scoping Document
- APM Active Listening Panel - Timeline
Case studies
Case Studies document the analysis of specific issues arising from single projects or programmes, including the subsequent learning and solutions.
- Stakeholder communication and engagement in a city based transport project
- Global teams and stakeholder engagement
- Organisational change and stakeholder management
- Stakeholder communication and engagement in a city based transport project
- Stakeholder communication improvements in a hostel development project
- Stakeholder communication improvements in a IT system delivery project
- Stakeholder communication improvements in the expansion of a university research facility
- Stakeholder engagement in a globally distributed software project
- Stakeholder engagement in an international research and development project
- Stakeholder communication in a historic building refurbishment project
- Stakeholder communication in a school extension project
- Stakeholder communication in a mining company corporate initiative
Frequently asked questions:
How does a project manager identify the stakeholders?
a. The ‘front line’ stakeholders will be readily identifiable from the outset.
b. The real issue is identifying those stakeholders who are in the background but may have significant influence. To aid in the identification of these ask the known stakeholders if they are aware/know of others who may have a vested interest in the project, and then ask them the same question.
Having identified the stakeholders how can a project manager identify those stakeholders who hold the actual power?
a. This really is an ‘ear to the ground’ requirement. Ask around (discretely) amongst people connected with the project and see who has ‘the ear’ of the decision maker(s).
b. The person(s) with the ‘power to influence’ are not necessarily those at the top. Look for ‘advisors’ to those at the top.
c. Ask senior stakeholders if there is anyone they would like you to discuss issues with prior to a meeting with them.
What initial method of communication (engagement) should take place?
a. Ideally a face-to-face meeting should be held.
b. Make sure you meet with all of the key stakeholders.
c. Distributing a ‘point brief’ during the meetings helps keep the discussion on track and provides a written account of what was discussed.
Where is the best location for initial meetings? (Their location, project manager’s location, neutral location.)
a. It is preferable to meet in a place where the stakeholder feels at ease/comfortable – often their own offices.
How often should the project manager communicate with the stakeholders?
a. The easy answer is 'as often as is necessary'.
b. Don’t wait until there is an ‘issue’ – regular communication generates trust and displays commitment.
c. Agree a periodicity of communication, and content, with each of the key stakeholders and then stick to it.
What method of communication is best?
a. Where possible the best method is face-to-face coupled with a brief outline of where the project is, including any potential issues on the horizon.
Should all stakeholders have full access to all project documentation?
a. Not always. There may be commercial/financial/technical aspects that are considered restricted and can only be shown to nominated personnel.
b. Agree early on who can see what.
How should the project manager deal with stakeholders that are in disagreement with each other over aspects of the project? Example: Internal stakeholder insists on a particular direction/process whilst the external stakeholder disagrees and insists on a different direction/process.
a. This is a potential minefield. Unless you can get the disagreeing parties to sit together then you will need to be the ‘go-between’ trying to find the path most suitable to the success of the project.
b. Resist the urge to play one stakeholder off against the other.
c. Try and establish the ‘why’ associated with the direction the various stakeholders want to follow.
How can the project manager change the attitude of a stakeholder who is a ‘blocker’ into one that at the very least is ‘neutral’?
a. Regular meetings – face-to-face is always best.
b. On a one-to-one basis try and establish what concerns this particular stakeholder has regarding the project.
c. See if you can engage the assistance from other stakeholders (same level of influence) to discuss with the ‘blocker’.
What methods are most appropriate in dealing with constant change requests (insistence) from stakeholders?
a. Ensure that the scope documentation is definitive and clear on what is to be delivered against what timescale.
b. Have a comprehensive document that clearly states the ‘dependencies/assumptions/exclusions’ of the project. This needs to have been signed off by the project sponsor and senior member of the client base.
c. Use a ‘change request’ log. Have the stakeholder initial their request(s).
How honest should the project manager be with regards to reporting issues within the project (slippage, budget etc.) to external stakeholders (client/customer)?
Be honest; explain that something has come up (outline what this is) that has resulted in a ‘change’ (slippage to the baseline, increase in costs etc.) and what the impact will be. Make sure you have a ‘recovery plan’ to discuss with the stakeholder(s).
Can you contribute?
There are lots of different ways to approach stakeholder engagement. The purpose of these resources is to share potential solutions and other people’s experience rather than to provide the definitive answer. If you have experience that could be of benefit to other project managers, then we would like to hear from you.