The Stakeholders Relations Management process The Conflict Resolution styles and process

1. SUPREME MANAGEMENT CONSULTANTS
CHARLES COTTER
25 APRIL 2013
RANDBURG TOWERS

2. PRESENTATION OVERVIEW
Introduction
Key points
Summary
Questions

3. INTRODUCTORY LEARNING
ACTIVITY
Complete the activity
Elaborate on your choice of word
association

4. STAKEHOLDER MANAGEMENT
Defining Stakeholders
Stakeholder management process

5. STAKEHOLDER MANAGEMENT
PROCESS
Step 1: Identify stakeholders
Step 2: Prioritize stakeholders
Step 3: Get to know stakeholders
Step 4: Stakeholder relationship management

6. STEP 1: IDENTIFY STAKEHOLDERS
Internal
External
Differentiating factors:
Influence
Requirements
Relationships

7. STEP 2: PRIORITIZE STAKEHOLDERS
The Power/Interest Grid

8. STEP 3: GET TO KNOW
STAKEHOLDERS
Key questions
Stakeholder Map
Blockers/critics
Supporters/Advocates

9. 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

10. LEARNING ACTIVITY
Group Discussion
Complete the activity
Provide feedback

11. STAKEHOLDER CONFLICT
MANAGEMENT AND RESOLUTION
Defining 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

12. LEARNING ACTIVITY
Group Discussion
Complete the activity
Provide feedback

13. STAKEHOLDER CONFLICT
RESOLUTION STYLES
Competing (Shark)
Collaborating (Owl)
Compromising (Fox)
Accommodating (Teddy-bear)
Avoiding (Turtle)

14. STAKEHOLDER CONFLICT
RESOLUTION STYLES

15. LEARNING ACTIVITY
Group Discussion
Complete the activity
Provide feedback

16. 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

17. LEARNING ACTIVITY
Group Discussion
Complete the activity
Provide feedback

18. 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

19. CONCLUSION
Summary
Questions
Contact details:
 Charles Cotter
 +27 84 562 9446
 charlescot@polka.co.za
 Linked In
 Twitter: @Charles_Cotter