How to handle challenginng stakeholder

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©SeilevelAllrightsreserved
Welcome
April 23, 2014 1
April 23, 2014 2

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SCQAA San Fernando Valley Chapter is sponsoring this 3-day course offered by
the
International Institute for Software Testing
Best Practices in Software Test Planning and Design
Regular Price $1795
Price for SCQAA members only $1200
(includes the CSTP-A Certification Exam)
You must use promo code SCQAA
IIST will also donate $100 for each registration to support SCQAA programs
Upon completion of the course and passing the certification exam, attendees will
be granted the
Certified Software Test Professional – Associate Level
($50 application fee apply)
Course location: (To be determined)
Course Date: May 28-May 30
For course outline and registration www.iist.org/stpw/SCQAA-SF
Attend this Three-Day Course and Achieve
Professional Certification at a very special price
April 23, 2014 3
STOP BEING DIFFICULT!
How to handle challenging stakeholders
Betsy Stockdale, Business Architect:
• over 20 years in IT industry
• project lead for more than 5 years
• trains technical and business staff on requirements
best practices
Tuesday, April 22, 2014 6:00 PM -
9:00 PM 21215 Burbank Blvd
Woodland Hills, CA 91367
To register for event: http://bit.ly/1jsjolS
Join the IIBA chapter for a discussion on dealing with
those stakeholders that tend to stress us by day or impede
our sleep at night. We’ll review common types of
challenging personalities, from disinterested to aggressive,
and give some tips on how to handle each type.

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23 April 2014Confidential 5
Agenda
Introduction
Opening remarks
Membership and member benefits
Q&A
• SCQAA-SF (www.scqaa.net) chapter
sponsors the sharing of information to
promote and encourage the improvement in
information technology quality practices and
principles through networking, training and
professional development.
• Networking: We meet once in 2 months in
San Fernando Valley.
• Check us out on LinkedIn (SCQAA-SF)
• Contact Sujit at sujit58@gmail.com or call
818-878-0834
About SCQAA-SF- A Not-for Profit Organization
April 23, 2014 6

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Membership Benefits:
• Excellent speaker presentations on
advancements in technology and
methodology
• Networking opportunities
• PDU, CSTE and CSQA credits
• Regular meetings are free for members and
include dinner
April 23, 2014 7
Membership Policy
• Recently revised our membership dues policy
to better accommodate member needs and
current economic conditions.
• Annual membership is $50, or $35 for those
who are in between jobs.
• Please check your renewal with Cheryl Leoni.
If you have recently joined or renewed,
please check before renewing again
April 23, 2014 8

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Stop Being Difficult!
How to Deal with Challenging Stakeholders
Betsy Stockdale
Seilevel
Meet Blue

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Difficult stakeholders can impact projects in many ways
Team dis-
satisfaction
Emotions
win
Value not
delivered
Career
growth
blocked
negative
outcomes
Agenda
Types of difficult stakeholders
Align stakeholders
Tactics for dealing with difficult
stakeholders

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mmrrrr
mmmr
Passive Aggressive Stakeholders
Disinterested Stakeholders

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Aggressive Stakeholders
!
Indecisive Stakeholders
?

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©SeilevelAllrightsreserved Let’s share stories of difficult stakeholders we’ve
encountered
• Work in groups of 3-4
people
• Each person come up
with an example of one
type of difficult
stakeholder to share
• Try to come up with one
story of each kind within
your group
Agenda
Align stakeholders
stakeholders


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Stakeholders often base their arguments on emotions
 Check egos
 Have rational
conversations
 Find common
ground
Gaining consensus
! ! ! !
Positions are “what” Interests are “why”

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!
Gaining consensus
Understand the interests …behind the positions
Use business objectives to control scope and guide
conversation
Business Problem 1
Competition is gainingan increasing share of
the board game
market.
Business Objective 1
Increase revenue by20% in the next year.
Business Objective 2
Increase growth in thetarget market group by25% by the end of the
year.
Business Problem 2
Traditional board
games are not sellingfor the 14-25 year old
market group.
Product Concept
Build a Scrabble app
for mobile devices
Multi-player
platform
Compatible with
touch-screen
phones
Single player
game mode
Success Metric 1: 2 million downloadsof the Scrabble app within first year.
Success Metric 2: At least 4.5 star ratingwithin the 14-25 year old market groupwithin the first year.
Business Problem 3
Competition has
branched out into
alternative board game
playing methods.

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Increasing # sales reps who passed
tests increases sales
Increase revenue
to $1M next year
Taking training before tests
increases # passed tests
DOWNLOADABLE
TRAINING
ONLINE
TRAINING
Providing training options
outside classroom increases
participation
Providing online training
increases
# of reps taking training
Providing offline training
increases
# of reps taking training
$100,000
$10,000
Assign measurable value to what they are asking for and
use that to make decisions
Get stakeholders to verbally commitment to decisions
Because then they will behave in line
with that commitment

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Engage everyone in the discussion
Give
everyone
a chance
to speak
Work as a
team to
inspire new
ideas
Everyone
gets heard
Engaged
stakeholders!



Brainstorm ideas using likes, concerns, and suggestions

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Agenda
Align stakeholders
stakeholders


mmrrrr
mmmr
Passive Aggressive Stakeholders
Call them on it privately
Prioritize their concerns
Ask them to help
Build your own credibility

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Disinterested Stakeholders
Associate their personal goals to project
goals
Value their time, use it wisely
Emphasize project’s importance
Aggressive stakeholders
Stay calm and pause to regroup
Genuinely apologize if necessary
Notice body language
Remember your goal and restate the value to
the stakeholder
Know when to walk away or ask them to
Be confident
! !

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Indecisive Stakeholders
Help improve their confidence
Provide options to choose from
Emphasize project’s importance
Stress the team can help
?
Agenda
Stakeholder Alignment
stakeholders



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Suggested Reading
Link to visual models book: http://amzn.to/OxgGsC
Link to 3E book: http://amzn.com/0735679665
Our Requirements Blog: http://www.seilevel.com/blog
What questions do you have?
betsy.stockdale@seilevel.com
www.seilevel.com/blog
www.seilevel.com/resources
search: Betsy Stockdale, Seilevel
@Seilevel
www.facebook.com/Seilevel

How to handle challenginng stakeholder

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