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SUPREME MANAGEMENT CONSULTANTS
CHARLES COTTER25 APRIL 2013
RANDBURG TOWERS
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PRESENTATION OVERVIEWIntroduction
Key points
Summary
Questions
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INTRODUCTORY LEARNING ACTIVITY
Complete the activity
Elaborate on your choice of word association
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STAKEHOLDER MANAGEMENT
Defining Stakeholders
Stakeholder management process
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STAKEHOLDER MANAGEMENT PROCESS
Step 1: Identify stakeholders
Step 2: Prioritize stakeholders
Step 3: Get to know stakeholders
Step 4: Stakeholder relationship management
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STEP 1: IDENTIFY STAKEHOLDERSInternal
External
Differentiating factors:
InfluenceRequirementsRelationships
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STEP 2: PRIORITIZE STAKEHOLDERSThe Power/Interest Grid
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STEP 3: GET TO KNOW STAKEHOLDERS
Key questions
Stakeholder Map
Blockers/critics
Supporters/Advocates
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STEP 4: STAKEHOLDER RELATIONSHIP MANAGEMENT
Engagement strategies
Relationship-building strategies
Win-Win (mutually beneficial) relations
The Emotional Bank Account (Trust)
The 3 C’s – Connection, Capability and Concern
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LEARNING ACTIVITY Group Discussion
Complete the activity
Provide feedback
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STAKEHOLDER CONFLICT MANAGEMENT AND RESOLUTIONDefining conflict
Differentiating between functional and dysfunctional stakeholder conflict
Identifying the causes/sources of stakeholder conflict
Indicators/warning signs of stakeholder conflict
Levels of stakeholder conflict
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LEARNING ACTIVITY Group Discussion
Complete the activity
Provide feedback
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STAKEHOLDER CONFLICT RESOLUTION STYLES
Competing (Shark)
Collaborating (Owl)
Compromising (Fox)
Accommodating (Teddy-bear)
Avoiding (Turtle)
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STAKEHOLDER CONFLICT RESOLUTION STYLES
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LEARNING ACTIVITY Group Discussion
Complete the activity
Provide feedback
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THE 4-STEP STAKEHOLDER CONFLICT RESOLUTION PROCESS
Step 1: Identify sources of potential and actual conflict
Step 2: Develop conflict resolution strategies/techniques
Step 3: Apply conflict resolution
strategies/techniques
Step 4: Control and review the effectiveness of the conflict resolution strategy/technique
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LEARNING ACTIVITY Group Discussion
Complete the activity
Provide feedback
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STAKEHOLDER CONFLICT MANAGEMENT GUIDING PRINCIPLES
Acknowledge that a difficult situation exists
Let individuals express their feelings
Define the problem
Determine underlying need.
Find common areas of agreement, no matter how small
Find solutions to satisfy needs
Determine follow-up you will take to monitor actions
Determine what you'll do if the conflict goes unresolved
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CONCLUSIONSummary
Questions
Contact details:
Charles Cotter +27 84 562 9446 [email protected] Linked In Twitter: @Charles_Cotter