How to communicate with Resistant stakeholders on projects
Every project has stakeholders that may not agree with the project objective, change, approach, solution design, requirements, etc. As a business analyst, product owner, product manager, project manager, or other key team member, it is crucial to know how to deal with these situations to lead to positive outcomes. In this post, we will share some tips based on our project experience that has worked for us. Still, please note that this will depend on the organizational structure, stakeholder behavior, project environment, or historical conflicts you may be unaware of.
As a business analyst, product, or project manager, when implementing a new system in a healthcare organization, One of your stakeholders is known for being resistant to change and has expressed skepticism about the new system's benefits. He is reluctant to provide input or participate in requirements-gathering sessions. However, his cooperation and support are crucial for successfully implementing the system.
8 TIPS TO APPROACH THIS STAKEHOLDER
Build Rapport: Schedule a one-on-one meeting with the stakeholder to understand his concerns and establish a rapport. Show empathy and actively listen to his perspective. Acknowledge the challenges he may face during the transition and assure him that his input is valuable.
Address Concerns: Address concerns directly and provide evidence of the benefits and positive outcomes associated with the new system. Research and share success stories from other organizations implementing similar systems and highlight how it has improved operational efficiency.
Demonstrate Value: Highlight specific features of the system that directly benefit stakeholders and address any pain points they may have mentioned. For example, emphasize how the system can streamline documentation, reduce administrative burdens, and improve access to patient information, leading to more efficient and informed decision-making.
Involve in Decision-making: Involve in the decision-making process by seeking the stakeholder’s input on critical aspects of the system. This could include selecting specific workflows, customizing templates, or determining data display preferences. By involving them in the design process, they will feel a sense of ownership and may become more supportive.
Training and Support: Offer tailored training sessions to address their concerns and provide hands-on experience with the new system. Ensure they receive adequate support during the training phase and offer additional support during the initial implementation period. Address questions or issues promptly to build trust and confidence in the system.
Leverage Influencers: Identify influential colleagues or opinion leaders with a positive attitude towards the new system. Engage them in discussions and encourage them to share their positive experiences with the resistant stakeholders. Peer influence can be a powerful motivator in overcoming resistance to change.
Continuous Communication: Maintain regular communication with the stakeholders throughout the implementation process. Provide updates on milestones, address any concerns or challenges, and demonstrate progress toward the organization's goals. Keep them engaged and informed to ensure they feel part of the implementation journey.
Seek Feedback: Regularly solicit feedback from the resistant stakeholder regarding his experience with the new system. Actively listen to their suggestions and concerns and take appropriate actions to address them. Show that their feedback is valued and that the system continually evolves to meet their needs.
