Never Say No: Strategies for Handling Stakeholders

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  • UNIVERSITY OF UTAH HEALTH, 2017

    Never say no: Strategies for handling

    stakeholders

    Jen Brass Jenkins MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    DEARLY BELOVED, WE HAVE GATHERED

    HERE TODAY

    1. How to direct the conversation and maintain

    control when presenting to stakeholders

    2. Methods to de-escalate a difficult situation with

    a subject matter expert

    3. Other tips for making it workyouve got the

    tools, lets cement your expertise.

    Dearly beloved Prince, we miss you

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    DEARLY BELOVED, WE HAVE GATHERED

    HERE TODAY

    1. How to direct the conversation and

    maintain control when presenting to

    stakeholders

    2. Methods to de-escalate a difficult situation with

    a subject matter expert

    3. Other tips for making it workyouve got the

    tools, lets cement your expertise.

    Dearly beloved Prince, we miss you

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    WHOS YO DADDY? DO YOUR HOMEWORK,

    RECCE THE TURF.

    Recce: Military term meaning to perform reconnaissance or

    reconnoiter; now more commonly used by the film and television

    industries

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    STAKEHOLDER REGISTER

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    http://ow.ly/e8mp30gmV4b

  • UNIVERSITY OF UTAH HEALTH, 2017

    POWER & INFLUENCE GRID

    Keep Satisfied Manage Closely

    Monitor Keep Informed

    Level of Influence(Involvement)

    Level of Power

    (Authority)

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    STAKEHOLDER REGISTER*

    *The names have been changed to protect the

    innocent

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    http://ow.ly/e8mp30gmV4b

  • UNIVERSITY OF UTAH HEALTH, 2017

    POWER & INFLUENCE GRID

    Keep Satisfied Manage Closely

    Monitor Keep Informed

    Department Chair Bob

    Judy Fry, Webmaster

    Joe Faculty, Associate

    Jane Faculty, Tenured

    Sally Joe, Student

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    Level of Influence(Involvement)

    Level of Power

    (Authority)

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    Moral of the story:

    Dont knit and

    fly

  • UNIVERSITY OF UTAH HEALTH, 2017

    SET EXPECTATIONS

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    Have an agenda

    send prior to meeting

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Dear Joe,

    I wanted to send you a quick note about our editorial process. When we work with our subject

    matter experts, we find that it's helpful to outline the editorial process this content must go through

    before it can be published. We do this because we want to:

    1. Focus on the way to best communicate your

    expertise for the audience.

    2. Make sure the audience can understand what you

    need them to know.

    3. Structure the piece in a way that meets or exceeds

    the best industry competition.

    As you know, best industry practices focus on targeting the content for our audience. If we meet

    the audience's needs, they will be more likely to recognize the value of a relationship with us, or

    rather a greater connection to you as an expert...

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Focus on:

    Outcomes for the meetingwhat is the

    minimum outcome

    Lay ground rules if necessary

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    KEEP ON TRACK

  • UNIVERSITY OF UTAH HEALTH, 2017

    Remind them:

    Outcomes for the project/piece

    Audience

    Long-term effects

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    End by:

    Reiterating the action items

    Establishing a timeline

    Sending a follow-up message

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    ESTABLISH NEXT STEPS

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    TO DIRECT THE CONVERSATION AND

    MAINTAIN CONTROL

  • UNIVERSITY OF UTAH HEALTH, 2017

    DEARLY BELOVED, WE HAVE GATHERED

    HERE TODAY

    1. How to direct the conversation and maintain

    control when presenting to stakeholders

    2. Methods to de-escalate a difficult situation

    with a subject matter expert

    3. Other tips for making it workyouve got the

    tools, lets cement your expertise.

    Dearly beloved Prince, we miss you

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    3-2-1

    1-2-3

    What the hell heck is bothering me?

  • UNIVERSITY OF UTAH HEALTH, 2017

    BE SELF-AWARE

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    Identify your triggers

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    ASSESS YOUR RESPONSE OPTIONS

    1. Remove the blog post.

    2. Email back immediately to explain the choices behind the piece.

    3. Wait a few hours and email.

    4. Arrange a meeting.

    5. Phone and leave a message.

    6. Ask a co-worker to follow up.

    7. Call back in a couple days.

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    1. Wait a few hours and email.

    2. Arrange a meeting.

    3. Phone.

    4. Validate the concern.

    5. Deliver a partial solution.

    6. Ask a co-worker to follow up.

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    Font via http://makeitstranger.com/

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    PASS IT UP THE FOOD CHAIN

    BUT ONLY, IMHO, AS A RESPONSEOF LAST RESORT

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    Feel the frustration.

    Take a deep breath: Be self aware.

    Assess your response options.

    Validate your stakeholders concerns.

    Offer solutions.

    If necessary, pass to a higher authority.

    TO DESCALATE A SITCH:

  • UNIVERSITY OF UTAH HEALTH, 2017

    DEARLY BELOVED, WE HAVE GATHERED

    HERE TODAY

    1. How to direct the conversation and maintain

    control when presenting to stakeholders

    2. Methods to de-escalate a difficult situation with

    a subject matter expert

    3. Other tips for making it workyouve got

    the tools, lets cement your expertise.

    Dearly beloved Prince, we miss you

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Consider: Documenting strategies, guidelines, and tutorial materials

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017@chrliechazJen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Consider: Mentioning projects with other departments/ stakeholders that

    were successful.

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Consider:Documenting and codifying an editorial processand use it.

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    It was ego ownershipWith people

    who arent writers, they own every

    wordIts an emotional thing.

    Ardath Albee, Marketing Interactions, author Digital Relevance

  • UNIVERSITY OF UTAH HEALTH, 2017

    1. Fill out a preliminary content brief.

    1. service/condition/treatment

    2. audience

    3. goals

    2. Request keyword research.

    3. Submit text for preliminary editing.

    4. Final round of edits.

    5. Publish.

    Editorial Process

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Consider:

    Keeping a list of feedback during the point of contact.

    When you dont know something say: Thats a good question

    instead of I dont know.

    If you cant figure out what they want, try starting a sentence

    with: In a perfect world

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017

    Utah State Bar Convention, Sun Valley summer 2017

    Jen Brass Jenkins, MPC, PMP @chrliechaz

    Consider:Dressing for the partIm serious.

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    Consider:Bringing back up.

    Health

    Literacy

    Specialist

    UI/UX

    Designer

    Marketing

    Manager

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    Know where you want to end up.

  • UNIVERSITY OF UTAH HEALTH, 2017

    No battle plan survives contact with the enemy.Helmuth von Moltke the Elder

    Jen Brass Jenkins, MPC, PMP @chrliechaz

  • UNIVERSITY OF UTAH HEALTH, 2017Jen Brass Jenkins, MPC, PMP @chrliechaz

    Questions?@chrliechaz

    Ampersand & Apostrophe