3. Confidential
Objectives
⢠Provide out of the box solutions to complex
problems through the design thinking process
⢠Display customer centricity and empathy in
your customer dealing approach
⢠Manage your customer interactions through
impactful communication
8. Confidential
Implementation of new processes and ideas that result in the introduction of something new
or a change in the existing practices
Innovation
9. Confidential
⢠Can you think of a daily life example
wherein you have applied creativity or
have done something differently?
Share your thoughts
Self-Introspection
Activity
10. Confidential
ď Think about the latest
innovations in the telecom
industry
ď Are you up-to-speed with
these latest innovations?
Think About It
Activity
12. Confidential
Passionate for
disruptive innovation
Thinking out of the
box
Giving attention to
detail
Executing with
velocity
Creative Zeal
Constantly looks for
alternate
approaches or new
ideas in their area of
work
Breaks the tasks
into activities, and
creates a plan that
focusses on
details
Generates ideas
and out of the box
solutions to
improve processes
and ways of
working
Escalates any
issues affecting
task delivery and
operational
performance
before they
become critical
Bring Audacity to life by challenging the Status QUO
13. Confidential
Finding Your Creative Zeal
Identify new
approaches/ideas in
your area of work
Break your tasks into
activities, and create an
innovative plan that
focusses on details
Generate ideas and
out of the box
solutions to improve
processes and ways of
working
Status Quo in your
role/industry
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Activity
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Mind Mapping To Implement Technology
⢠Write a big idea in the middle of your paper. It
shouldnât be too long â one or two word phrases
should be a good length!
⢠Now, start brainstorming ideas that relate to your
main idea! For example, if you chose biology, you
might think of âanimalsâ or âplants.â Add these
words around your main idea and add branches
connecting them.
⢠Repeat step 3 for each of the smaller ideas and try
to think as broadly as possible! Again, be creative
with your connections.
⢠You can also:
⢠Add more details!
⢠Color code your labels, use different fonts, or add
different kinds of arrows.
⢠Collaborate with someone else and give feedback on
their mind map.
Activity
15. Confidential
⢠Think how can you incorporate technology
driven innovation at your workplace
Share your thoughts
Discussion - Think
16. Confidential
Cover Them Up- SCAMPER
SCAMPER is designed to challenge you to look at you
solution from multiple angles, by asking different
questions:
⢠What can you substitute?
⢠What can you combine?
⢠What can you adapt?
⢠What can you modify?
⢠What can you put to another use?
⢠What can you eliminate?
⢠What can you reverse?
Activity
17. Confidential
Energy Booster
⢠Pick up one example in your function
wherein you want to bring in change or
improvement
⢠Apply SCAMPER to this example
Share your thoughts
Activity
18. Confidential
How Can You Contribute?
Innovation often comes from trying things that you may not have thought of carrying out
during your normal tasks
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Points to Remember
ď Donât be worried about the barriersâŚthey facilitate creative thinking
ď If you get an idea share itâŚit can be converted into a great idea, product, or a process
ď There is no right or wrong in creative thinkingâŚ
ď An idea is your babyâŚfeed it and raise it⌠for it to survive on its own
ď Focus on goals, roles, and habits
ď Plan well to ensure effective execution of ideas
ď Change/rethink course of action in case any risk/ constraint is anticipated/experienced
21. Confidential
⢠BSNL played a crucial role in improving
teledensity (connections per 100
people) in rural and far-flung areas.
⢠Private players have replaced BSNL in
the rural wireless segment, but BSNL
continues to be the lone operator in
the rural wire line segment.
⢠The rural wireless teledensity and
broadband subscriber rate (per 100
people) has remained flat in the last five
years even as the urban-rural gap keeps
widening.
Source: TRAI / BSNL / BSE / Newspapers
The Rural Segment
Activity
What else innovative can be done for
getting more traction in the rural segment?
24. Confidential
Customers actually donât know what they
want. Through Design Thinking, we can
empathize, live and observe them to find
a solution that fits amazingly well to their
problems!
25. Confidential
What is Design Thinking?
⢠Design thinking is extremely user-centric
⢠It focuses on humans first and foremost
⢠It seeks to understand peopleâs needs and
come up with effective solutions to meet
those needs
⢠It is what we call a solution-based approach
to problem-solving
Design Thinking is an approach used for practical and creative problem-solving
27. Confidential
Stage 1 - Empathize
⢠User-centric research
⢠Attempt to gain empathic understanding of
the problem
⢠Immersion into userâs environment to gain a
deeper and personal understanding
⢠Set aside assumptions to gain real insight into
userâs and their needs
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Stage 2 - Define
⢠Organize information gathered during the first
stage
⢠Analyze the observations to define the core
problems
⢠Pitch in the problem statement from your
perception of the userâs needs
⢠Aim to collect great ideas to establish features,
functions and other elements to solve the
problem at hand
29. Confidential
Stage 3 - Ideate
⢠Ready to generate-ideas through your
understanding of your users and their needs
⢠Look at the problem from different
perspectives
⢠Ideate innovative solutions to your problem
statement through multiple techniques
⢠Generate as many ideas as possible at the start
of the ideation
⢠Further investigate, test and choose the best
ideas to move forward with
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Stage 4 - Prototype
⢠Produce inexpensive, scaled down versions of the
product/service
⢠Prototypes can be shared and tested within the team
itself, or on a small outside group
⢠Aim is to identify the best possible solution for each
of the problem identified during the 1st three stages
⢠Get a clearer view of how real users would behave,
think and feel when they interact with the end
product/service
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Stage 5 - Test
⢠Rigorously test the complete product using
the best solutions identified in the Prototype
stage
⢠Results generated at this stage are often used
to redefine one or more further problems
⢠Investigate the conditions of use and how
people think, behave and feel towards the
product
⢠Proceed with further iterations and make
alterations and refinements to rule out
alternative solutions
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Design Thinking in Your Role
Think of a problem from BSNL customer point of view. Apply the Design Thinking Model based on the 5-
stages and come up with an innovative solution.
Activity
33. Confidential
ď Telecom Industry has gone through several radical changes
since 2016 September post launch of Reliance Jio.
ď Earlier the primary focus was affordable Call and SMS plan
which now changes to Affordable High-speed internet plan.
What can you do?
ď Learning to leverage Design Thinking can help you come out
with innovative solutions/processes to be adaptable under
uncertain circumstances that requires you to make a shift.
ď It eventually helps you get aligned towards your customerâs
changing expectations.
Being Adaptable
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Activity: Love Or Loathe
A memorable experience as a customer
A forgettable/bad customer experience as
a customer
Tell us about
Activity
39. Confidential
Because, todayâs customers are highly demanding. They frequently re-evaluate their own
decisions with the available alternatives!
Why is Customer Focus Required?
42. Confidential
My Industry Has Also Changed
⢠Limited players
⢠Limited options
⢠Limited resources
⢠No focus on service
Era of
Manufacturer
⢠More companies
⢠More products
⢠More innovation
⢠Low focus on service
Era of Product
⢠Competitive market
⢠Multiple product
choices
⢠âServiceâ is the key
differentiator
Era of
Customer
44. Confidential
External Versus Internal Customers
Customers
External
Your direct customer who
purchases your product or
service
Internal
Anyone in your organization
who is dependent on anyone
else within the organization
Is it important to be customer focused when it comes to your internal customers?
45. Confidential
Watch & Learn: Internal Customer Focus
⢠An example where youâve experienced
excellent internal customer centricity from
anyone at your office.
Watch and share your observations on
Activity
46. Confidential
Having An Internal Customer Focus
Clearly understand your roles and responsibilities and align the same
to the organizational objectives
48. Confidential
A Customer ExpectsâŚ
01
08 02
07 03
06 04
05
Resolution
A Single point of Contact
Follow-up
Information
Hassle Free Service
Ownership
Efficiency
Courtesy
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Impact Of Bad Customer Experience
It impacts the customer and your business
because every customer spreads the word of
mouth!
A l s o ⌠I t c r e a t e s n e g a t i v e M o m e n t o f T r u t h
Who Can Change This Experience FromâŚ
YouâŚ
50. Confidential
Story Time... Origin Of MoT...
Carlzon defined the Moment of Truth as any time the customer
comes into contact with any aspect of a company, however
remote, he or she has an opportunity to form an impressionâŚ
54. Confidential
Reliability
Assurance Tangibles Empathy
Responsiveness
The willingness to help
customers and provide
prompt services
⢠Project a positive,
can-do attitude
⢠Take immediate steps
to help customers and
satisfy their needs
The degree of caring and
individual attention
provided to customers
⢠Listen for emotions in
your customersâ
messages
⢠Put yourself in their
place and respond
compassionately by
offering service to
address their needs
and concerns
The ability to provide
what was promised,
dependably and
accurately.
⢠Make sure that you
correctly identify
customer needs,
promise only what you
can deliver
⢠Follow through to
ensure that the
product or service was
received as promised
The knowledge,
conviction and courtesy of
employees, and their
ability to convey trust and
confidence.
⢠Take the time to serve
customers one at a
time
⢠Provide service
assertively by using
positive
communication
techniques and
describing products
and services
accurately
⢠Provide a realistic and
measurable solution
to a solution/problem
with clear dates, if
applicable
Concrete solutions to
problems and specific
information for the
customer instead of
vague or abstract
assurances.
Actions
to
deliver
RATER
RATER- Achieving Customer Centricity
55. Confidential
How & where will you apply RATER?
Point Of Discussion
In Your Role
Customer Journey
Step
Reliability Assurance Tangibles Empathy Responsiveness Accountability
Activity
56. Confidential
Excellent Customer Service Entails
Engaging in
Communication
thatâs impactful
Display of Empathy
with the customers
Managing them as
your most important
stakeholders
58. In each envelope there are puzzle pieces which will form squares. When the facilitator indicates it is time to begin,
the task for the group is to assemble five squares of equal size. The task is completed when each person has a
square of the same size as everyone elseâs in front of him/her.
There are special rules of conduct for the exercise:
1. No one may speak.
2. No one may gesture, or attempt any other form of verbal or non-verbal communication, to signal that another
person is to give him/her a puzzle piece. In other words, no one may in any way ask for a piece.
3. Anyone may give away any number of pieces, any number of times.
Activity
Broken Square
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Elements of Communication
By Dr. Albert Mehrabian
Words : expressing something spoken or
written
7%
Voice: A specified quality, pitch and
tone of vocal sound
38%
Body language: body posture, gestures, facial
expressions & eye movements
55%
VERBAL
COMMUNICATION
NON - VERBAL
COMMUNICATION
7%
38%
55%
Activity
62. Confidential
Communication Matrix
Consideration for others
Clarity of communication
Low
Low
High
High
Aggressive Assertive
Accommodating
Passive Aggressive
Consideration for others
Clarity of communication
Passive
Aggressive Accommodating Passive Aggressive Passive Assertive
Lose, Win
Win, Lose Lose, Lose Lose, Win Win, Win
63. Confidential
Communication Gaps Identification
⢠Think of 1 instance per stakeholder where communication was involved
⢠Was the communication effective or did it create confusion?
⢠Can you identify the probable gaps in the said conversation?
Situation Analysis-My Interactions
Think of action points you will take to bridge the gaps identified
Activity
65. Confidential
The Inspector
Behaviour Traits: Introverted, Sensing, Thinking, Judging
1 Relate to an experience they may
have had
2
If you can't relate, use concrete,
specific details in describing your
past experiences of what happened
and how it made you feel
3
Rationally present facts and
logical explanations for your
side of the argument
1. They are planners
2. They are both responsible and realistic
3. They prefer to follow rules and procedures
that have previously been established
Strengths
⢠Detail-oriented
⢠Realistic
⢠Present-focused
⢠Observant
⢠Logical and practical
⢠Orderly and organized
Weaknesses
⢠Judgmental
⢠Subjective
⢠Tends to blame others
⢠Insensitive
66. Confidential
The Crafter
Behaviour Traits: Introverted, Sensing, Thinking, Perceiving
1
Ask probing questions to start
figuring out how they think
2
Listen to their answers rather than
convincing or attacking because
they tend to become defensive or
feel misunderstood
3
If you have any reading
material to offer them, do
share
1. They are results-oriented
2. They enjoy new experiences and may often
engage in thrill-seeking or even risk-taking
behaviors
3. They prefer to make judgments based upon
objective criteria rather than personal beliefs
or values
Strengths
⢠Logical
⢠Learns by experience
⢠Action-oriented
⢠Realistic and practical
⢠Enjoys new things
⢠Self-confident and easygoing
Weaknesses
⢠Difficult to get to know
⢠Insensitive
⢠Grows bored easily
⢠Risk-taker
⢠Does not like commitment
67. Confidential
The Protector
Behaviour Traits: Introverted, Sensing, Feeling, Judging
1. They Are Observant
2. They Tend to Repress Their Emotions
3. They Are Practical
4. They Are Creatures of Habit
Strengths
⢠Reliable
⢠Practical
⢠Sensitive
⢠Eye for detail
Weaknesses
⢠Dislikes abstract concepts
⢠Avoids confrontation
⢠Dislikes change
⢠Neglects own needs
1 Relate to an experience they
may have had
2
If you can't relate, use concrete,
specific details in describing your
past experiences of what happened
and how it made you feel
3
Rationally present facts and
logical explanations for your
side of the argument
68. Confidential
The Artist
Behaviour Traits: Introverted, Sensing, Thinking, Perceiving
1 Befriend them
2
Get to know what they value,
and what their core beliefs are
3
If you show them how actions
can really service their values,
they will not hesitate to jump in,
help a cause, educate, or donate
1. They tend to keep their options open, so they
often delay making decisions in order to see if
things might change or if new options come up
2. They accept other people as they are
3. They like to focus on the details
4. They are "doers" rather than "dreamers"
Strengths
⢠Very aware of their environment
⢠Practical
⢠Enjoys hands-on learning
⢠Loyal to values and beliefs
Weaknesses
⢠Dislikes abstract, theoretical
information
⢠Reserved and quiet
⢠Strong need for personal space
⢠Dislikes arguments and conflict
69. Confidential
The Advocate
Behaviour Traits: Introverted, Intuitive, Feeling, Judging
They are:
i. Compassionate
ii. Helper
iii. Idealist
iv. Organized
v. Both emotional and logical
Strengths
⢠Sensitive to the needs of others
⢠Reserved
⢠Highly creative and artistic
⢠Focused on the future
⢠Values close, deep relationships
⢠Enjoys thinking about the meaning of life
⢠Idealistic
Weaknesses
⢠Can be overly sensitive
⢠Sometimes difficult to get to know
⢠Can have overly high expectations
⢠Stubborn
⢠Dislikes confrontation
1 Relate to an experience they may
have had
2
If you can't relate, use concrete,
specific details in describing your
past experiences of what happened
and how it made you feel
3
Rationally present facts and
logical explanations for your
side of the argument
70. Confidential
The Mediator
1. Tend to be introverted, quiet, and reserved
2. Relies on intuition and are more focused on the
big picture rather than the nitty-gritty details
3. Their decisions are more influenced by these
concerns rather than by objective information
Strengths
⢠Loyal and devoted
⢠Sensitive to feelings
⢠Caring and interested in others
⢠Works well alone
⢠Values close relationships
⢠Good at seeing "the big picture"
Weaknesses
⢠Can be overly idealistic
⢠Tends to take everything personally
⢠Difficult to get to know
⢠Sometimes loses sight of the little things
⢠Overlooks details
1 Befriend them
2
Get to know what they value,
and what their core beliefs are
3
If you show them how actions
can really service their values,
they will not hesitate to jump in,
help a cause, educate, or donate
Behaviour Traits: Introverted, Intuitive, Feeling, Perceiving
71. Confidential
The Architect
1. Tend to be introverted, quiet, and reserved
2. Relies on intuition and are more focused on the
big picture rather than the nitty-gritty details
3. Their decisions are more influenced by the
concerns rather than by objective information
Strengths
â˘Enjoys theoretical and abstract
concepts
â˘High expectations
â˘Good at listening
â˘Takes criticism well
â˘Self-confident and hard-working
Weaknesses
â˘Can be overly analytical and
judgmental
â˘Very perfectionistic
â˘Dislikes talking about emotions
â˘Sometimes seems callous or
insensitive
1 Reference the bigger picture
2
They value information,
knowledge, and intelligence
3
Place greater emphasis on logic
and objective information rather
than subjective emotions
Behaviour Traits: Introverted, Intuitive, Thinking, Judging
72. Confidential
The Thinker
1. Tend to be introverted, quiet, and reserved
2. Relies on intuition and are more focused on the
big picture rather than the nitty-gritty details
3. Their decisions are more influenced by the
concerns rather than by objective information
Strengths
â˘Logical and objective
â˘Abstract thinker
â˘Independent
â˘Loyal and affectionate with loved
ones
Weaknesses
â˘Difficult to get to know
â˘Can be insensitive
â˘Prone to self-doubt
â˘Struggles to follow rules
â˘Has trouble expressing feelings
Behaviour Traits: Introverted, Intuitive, Thinking, Perceiving
1
Ask probing questions to start
figuring out how they think
2
Listen to their answers rather than
convincing or attacking because
they tend to become defensive or
feel misunderstood
3
If you have any reading
material to offer them, do
share
73. Confidential
The Persuader
1. Makes decisions quickly
2. Prefers the practical over the abstract
3. Has strong social skill
4. Acts impulsively at times
Strengths
â˘Gregarious, funny, and energetic
â˘Influential and persuasive
â˘Action-oriented
â˘Adaptable and resourceful
â˘Observant
Weaknesses
â˘Impulsive
â˘Competitive
â˘Dramatic at times
â˘Easily bored
â˘Insensitive
Behaviour Traits: Extraverted, Sensing, Thinking, Perceiving
1
Every interaction as an opportunity
to build new relationships or
strengthen existing ones
2
An open communication style that
is usually passionate, engaging, and
enthusiastic
3
If you think theyâve got
something wrong, donât hesitate
to show them their error
74. Confidential
The Director
1. Tend to place a high value on tradition, rules,
and security
2. Frank and honest in sharing their opinions
3. At times appear critical and overly aggressive,
particularly when other people fail to live up to
their high standards
4. Have a take-charge attitude
Strengths
â˘Practical and realistic
â˘Dependable
â˘Self-confident
â˘Hard-working
â˘Traditional
â˘Strong leadership skills
Weaknesses
â˘Insensitive
â˘Inflexible
â˘Not good at expressing feelings
â˘Argumentative
â˘Bossy
Behaviour Traits: Extraverted, Sensing, Thinking, Judging
1
Data is the best way to win them
over
2
Communicate an idea with them,
with data and research, and aim to
argue your point with supporting
evidence
3
Avoid emotional appeals, unless
you can explain why emotions
matter
75. Confidential
The Performer
1. Tend to be very practical and resourceful
2. Warm and talkative
3. Flexible and spontaneous
4. Practical and sensible
Strengths
â˘Optimistic and gregarious
â˘Enjoys people and socializing
â˘Focused on the present,
spontaneous
â˘Practical
Weaknesses
â˘Dislikes abstract theories
â˘Becomes bored easily
â˘Does not plan ahead
â˘Impulsive
Behaviour Traits: Extraverted, Sensing, Feeling, Perceiving
1
Every interaction as an opportunity
to build new relationships or
strengthen existing ones
2
An open communication style that
is usually passionate, engaging, and
enthusiastic
3
If you think theyâve got
something wrong, donât hesitate
to show them their error
76. Confidential
The Caregiver
1. Needs approval
2. Tends to make decisions based on their
Emotions and concern for others
3. Tends to judge people and situations based
upon their "gut feelings.â
4. Derive their value system from external sources
Strengths
â˘Kind and loyal
â˘Outgoing
â˘Organized
â˘Practical and dependable
â˘Enjoy helping others
â˘Conscientious
Weaknesses
â˘Needy
â˘Approval-seeking
â˘Sensitive to criticism
â˘Dislike change
â˘Intolerant
â˘Controlling
Behaviour Traits: Extroverted, Sensing, Feeling, Judging
1
To convince them of something,
explain how doing so stands to
benefit the larger group
2
If they can imagine their experience
through the eyes of someone elseâs
well-being, they are more likely to
listen
3
If you think theyâve got
something wrong, donât hesitate
to show them their error
77. Confidential
The Champion
1. Have excellent people skills
2. Prefers to focus on the future
3. Can also become easily distracted, particularly
when they are working on something that
seems boring or uninspiring
4. They are flexible and like to keep their options
open
Strengths
⢠Warm and enthusiastic
⢠Empathetic and caring
⢠Strong people skills
⢠Strong communication skills
⢠Fun and spontaneous
⢠Highly creative
Weaknesses
⢠Needs approval from others
⢠Disorganized
⢠Tends to get stressed out easily
⢠Can be overly emotional
⢠Overthinks
⢠Struggles to follow rules
Behaviour Traits: Extraverted, Intuitive, Feeling, Perceiving
1
Understand their process and
give them space to change their
mind a lot
2
Give them information and share
your thoughts, but really embrace
the answer-seeking process with
them
3
Talk through possibilities with
them
78. Confidential
The Giver
1. Have great people skills
2. Are great at encouraging other people
3. They do need time alone in order to assimilate
and organize their thoughts
4. They are flexible and like to keep their options
open
Strengths
⢠Outgoing and warm-hearted
⢠Empathetic
⢠Wide social circle
⢠Encouraging
⢠Organized
⢠Affectionate
⢠Persuasive
Weaknesses
⢠Approval-seeking
⢠Overly sensitive
⢠Indecisive
⢠Self-sacrificing
⢠Rigid and uncompromising
⢠Overprotective
⢠Manipulative
Behaviour Traits: Extraverted, Intuitive, Feeling, Judging
1
To convince them of something,
explain how doing so stands to
benefit the larger group
2
If they can imagine their experience
through the eyes of someone elseâs
well-being, they are more likely to
listen
3
If you think theyâve got
something wrong, donât hesitate
to show them their error
79. Confidential
The Debater
1. Tend to take in information quickly and are very
open-minded
2. They spend time making connections between
various complex relationships
3. They do need time alone in order to assimilate
and organize their thoughts
4. Always coming up with new and exciting ideas
Strengths
⢠Innovative
⢠Creative
⢠Great conversationalist
⢠Enjoys debating
⢠Values knowledge
Weaknesses
⢠Can be argumentative
⢠Dislikes routines and schedules
⢠Does not like to be controlled
⢠Unfocused
⢠Insensitive
Behaviour Traits: Extroverted, Intuitive, Thinking, Perceiving
1
Understand their process and
give them space to change their
mind a lot
2
Give them information and share
your thoughts, but really embrace
the answer-seeking process with
them
3
Talk through possibilities with
them
80. Confidential
The Commander
1. They have strong verbal skills
2. Prefer to think about the future rather than focus on the
here-and-now
3. Place a greater emphasis on objective and logical information
4. They are the planners
5. Highly rational, good at spotting problems, and excel at taking
charge
Strengths
â˘Strong leadership skills
â˘Self-assured
â˘Well-organized
â˘Good at making decisions
â˘Assertive and outspoken
â˘Strong communication skills
Weaknesses
â˘Impatient
â˘Stubborn
â˘Insensitive
â˘Aggressive
â˘Intolerant
Behaviour Traits: Extraverted, Intuitive, Thinking, Judging
1
Data is the best way to win them
over
2
Communicate an idea with them,
with data and research, and aim to
argue your point with supporting
evidence
3
Avoid emotional appeals, unless
you can explain why emotions
matter
81. Confidential
Time To Introspect
82
⢠Create a list of your stakeholders in
your diary
⢠Plan your conversation with your
stakeholders keeping their personalities
and what would work with them
Think About It
Activity
83. Confidential
⢠What did you observe?
⢠Does your role demand you to influence,
convince & motivate people?
⢠What according to you are the elements of
an impactful communication?
Watch and share your observations on
Watch and Learn
Activity
84. Confidential
⢠Both teams to cross the lava river forming a human
chain only
⢠Cross lava river only by stepping on lava resistant shafts
cum A4 sheets/Boards
⢠Foot should not come out of shaft, else disqualified
⢠In case the chain is broken, you have to re start from the
start point or leave the member who broke chain
Lava River
Activity
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Key takeaway:
⢠Collaboration, open communication, trust, sharing resources, creativity,
accommodating for common goal, farsightedness
Behaviours exhibited:
⢠Engaging customers
⢠See them as partners
⢠Explore ways to push boundaries and see differently
⢠Embrace new solutions
⢠Optimise resources
⢠Strategically position in new spaces and welcome everybodyâs opinion
⢠Take calculated risks and be bold to achieve task
Takeaways
86. Confidential
"Rapport is the ability to enter someone else's world, to make him feel that you
understand him, that you have a strong common bond."
â Motivational speaker Tony Robbins
Building Rapport
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How To Build Rapport
Use the name:
ď It helps in establishing relationship
ď Everyone likes hearing their own name
ď Shows that you value the person
ď Eases out the transition to âUnwelcome Informationâ
Involve the customer
ď Create a two way dialogue
ď State the âWhatâ and âWhyâ of your action steps
ď Vocalize the positive effect your action will have on the customer
88. Confidential
ď People I work with
ď Relationship I hold with them
ď Things I will do to ensure fostering of rapport
Take It To Work MAP
Activity
91. Confidential
Stakeholders who you should take into
consideration are those:
ď Who will be affected (positively and
negatively) by your project
ď Who has an interest in your project
ď Who has power over your project
ď Who wants your project to fail
ď Who wants your project to be successful
Stakeholder Identification
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Identify Your Stakeholders
On your whiteboard, large sticky pad, or
virtual whiteboard, identify people involved
with or impacted by the project. Make sure to
include specific names and roles. Do this
individually and silently at first.
Activity
93. Confidential
Converge And Discuss
⢠Look at all the people youâve identified so
far. Are there any that overlap?
⢠Did you miss anyone?
⢠Come together as a team and make sure you
have all of your stakeholder documented
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Make Connections
⢠Begin drawing lines with arrows connecting
the people
⢠Describe the relationships between them.
You can also cluster, circle, and label related
groupings
⢠Draw arrows between the clusters to
describe relationships between groups (ex.
sales to product management)
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Stakeholder Analysis & Mapping
Creating a power interest grid, you can
decide which stakeholders you should
spend most and least effort on.
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Play Back And Discuss
⢠Identify any emerging themes.
⢠Who stands out?
⢠What relationships stand out?
⢠If youâre mapping out a userâs stakeholders
instead of your own, make sure to validate your
observations with people if they werenât involved
in the activity
Activity
97. Confidential
Try It Yourself
98
⢠Evaluate the stakeholders in terms of
the power and interest they have over
your project
Think About It
Activity
98. Confidential
Let It Persist
Refer to it to identify who you need to consult
for important decisions, or who to invite to a
Playback or workshop.
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Importance of Stakeholder Management
⢠Building trust
⢠Building better relationships
⢠Being prepared for questions
⢠Risk management
⢠Better budgeting
⢠Accountability
⢠Quicker decision making
⢠Keeping people informed
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Communication and Stakeholders
Stakeholder management focuses on
continuous communication with
stakeholders.
This helps in understanding their needs
and addressing issues as they occur.
Managing conflicting interests
immediately is one of the key
responsibilities here.
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Effective Communication Strategy With Stakeholders
Make sure all
information
regarding your
project is
presented in a
transparent way
Communicate
with stakeholders
in the manner
that works best
for them
Do not judge what
your stakeholders
value, instead seek
to understand why
Provide feedback
to stakeholders on
how their interests
and issues are
addressed and
resolved
Keep a careful
record of all aspects
of stakeholder
communications
that occur over time
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Stakeholder Planning
Develop a communication plan for each
stakeholder profile. The plan should
specify information such as:
⢠The type of information that should be
communicated (the key message)
⢠The engagement approach
⢠The communication channels (e.g.: emails,
newsletters, video calls etc.)
⢠Frequency of engagement and the phase of
the project
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Try It Yourself
109
⢠Create a stakeholder engagement plan
⢠Consider the following while doing so-
needs, interests, goals, responsibilities,
level of power and interest,
communication channels etc.
Think About It
Activity
110. Confidential
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