Week 4: Effective Stakeholder Communication
Effective Stakeholder Communication INTRODUCTION
With the help of Google Project Management: Professional Certificate on Coursera, one will collect that level of important skills which enable an individual to communicate and escalate project problems to the stakeholders effectively. The strong communication here becomes a cornerstone for stakeholder communication, trust-building, and alignment of goals across different parties. The student will also learn effective techniques on reporting project outcomes and the impacts of the latter.
This course also prepares students for entry-level positions in project management, developing an ability to reflect on past events and organize an elevator pitch, as well as preparing them for common interview questions. This becomes important in making an individual stand out in this competitive field and creating professional success.
Objectives of learning:
- Effectively present project issues and demonstrate the impact of these project issues on organizational OKRs to the stakeholders.
- Differentiate between a project closeout report and a stakeholder impact report.
- Prepare for job interviews by reflection on previous projects, writing a 60-second elevator pitch, and practicing answers to common questions.
ACTIVITY: COMPLETE THE PROJECT CLOSEOUT REPORT
1. Which of the following are good sources of information to help you assess the outcome of the tablet rollout project? Select all that apply.
- Guest comments overheard by a member of the waitstaff
- Feedback from the project retrospective review (CORRECT)
- Customer satisfaction survey data (CORRECT)
- Data reports generated by the tablet software (CORRECT)
Correct: This is a precious repository of information since it gives some aspects of a practical guide to plan and control future projects efficiently.
Correct: Definitely, as it helps to assess the impact with respect to customer reactions towards the new tablets.
Correct: Immensely resourceful, they provide in-depth information on tablet function and other metrics that may be essential to evaluate and achieve your project goals.
2. According to the information in the closeout report template, the survey results, and Peta’s check-in e-mail, which three major areas improved as a result of the test launch?
- Decreasing table turn time, decreasing food waste, and improving vendor relationship management
- Simplifying tablet navigation, rebranding the menus, and installing more tablets
- Decreasing table turn time, simplifying tablet navigation, and decreasing food waste (CORRECT)
- Installing more tablets, decreasing expenses by $3000, and rebranding the menus
Correct: Every single one of these areas is improving directly due to the tablet pilot program.
3. Which of the following next steps are appropriate for the closeout report? Select all that apply.
- Plan to open additional Sauce & Spoon locations
- Plan to roll out tablets at other locations (CORRECT)
- Continue to survey and solicit feedback from guests (CORRECT)
- Continue to improve order accuracy (CORRECT)
Correct: “Such additional expansion development to other areas is very logical and appropriate suggestions for the closeout report.”
Correct: Continued Feedback Collection Constitutes Practical and Valuable Next Steps for Inclusion in the Close-Out Report.
Correct: Next, on the complete phase closure report for incorporation, taking improvement of order accuracy is also another sensible and crucial step.
4. What goals did the team achieve by implementing feedback from the test launch project? Select all that apply.
- Reduce the cost of menu items by 5%
- Reduce daily guest count by 10%
- Reduce table turn time by 30 minutes (CORRECT)
- Reduce food waste by 25% (CORRECT)
Correct: The proficiency of the test launch in improving operational efficiency is proved by successful reduction of 30 minutes in table turn time.
Correct: Indeed, this has been found to make a difference of 25% reduction in food wastage and has overall served the purpose of its impact in resource management with respect to sustainability.
TEST YOUR KNOWLEDGE: IMPACT REPORT
1. Impact reports serve which two of the following purposes?
- Impact reports provide a why that guides the team while they work on the project.
- Impact reports are extremely detailed and include all of the various tasks completed in the project.
- Impact reports are designed to show others the value that the project added. (CORRECT)
- Impact reports are created for senior stakeholders or project sponsors who weren’t involved in the daily details of the project. (CORRECT)
Correct: Impact reports demonstrate a project value and often take the form of a slideshow. These reports are usually intended for senior stakeholders or project sponsors who are often not privy to the day-to-day workings of the project and want to learn about the project’s results and overall impact.
Correct: Impact reports are prepared for senior stakeholders or project sponsors who were not directly involved in the project’s day-to-day activities. These reports focus on the value added by the project and are usually given in slideshow format.
2. What are the objectives of an executive summary? Select all that apply.
- To communicate the daily ins and outs of the project to other project managers
- To provide an overview of the main points of a larger report (CORRECT)
- To describe the project’s purpose and outcome (CORRECT)
- To share key takeaways with senior stakeholders who may not have time to review an entire report (CORRECT)
Correct: This executive summary offers a brief condensation of all the points in a bigger report. It entails project aims, achievements, and takehome lessons so that stakeholders can make out the meaning and outcome of the project at a glance.
Correct: The summary is a distilled version of an extensive report, which delivers its salient features. The summary recognizes the aims, accomplishments, and significant takeaways of the project so that stakeholders could quickly understand its meaning and result.
Correct: The executive summary contains the most important findings to the stakeholders who do not have the time for the complete report. It contains information about the purpose and outcomes of the project and covers its main points, yielding a fast but rounded overview of what are the report’s key generations.
3. What topics are typically included in an impact report? Select all that apply.
- Activity descriptions
- Results (CORRECT)
- Executive summary (CORRECT)
- Next steps (CORRECT)
- What worked (CORRECT)
Correct: Result is an important dimension in the impact report as it underlines the efficacy of the project. The report must also include executive summary, what worked and a next step that would be an outline for future actions.
Correct: The executive summary is an important aspect of the impact report. The document should outline the project results, how it was successful, as well as recommendations regarding next steps in the project.
Correct: Included in the impact report will be the next steps section. Further, the report will consist of an executive summary, project results, and a review of what went well.
Correct: The “what worked” section is one of the cornerstones of a good impact report. An executive summary, along with project outcomes, and recommendations for next steps must accompany the report as well.
4. What three elements are you likely to find in an executive summary of an impact report?
- Methodology and approach
- Key accomplishments (CORRECT)
- Lessons learned (CORRECT)
- Project vision (CORRECT)
Correct: The major achievements are an important aspect of the executive summary. The vision of the project and the lessons learned will also be included in this section so that stakeholders know what this project has accomplished and the insights it generated.
Correct: The critical parts include the major achievements of the executive abstract. It must not be devoid of the project’s vision and the lessons learned as they contribute to giving stakeholders a transparent view of the project’s attainments and the benefits acquired from these efforts.
Correct: Project vision is an important part of the executive summary. It states key achievements and learnings, thus providing an overview of project goals, key milestones, and valuable insights to be comprehended by the stakeholders.
5. What should you describe in the key accomplishments section of a project impact report?
- The activities, tasks, and milestones that helped you find success. (CORRECT)
- The time estimates for your main project tasks.
- The potential improvements you may apply in the future.
- The questions that you included in your user surveys.
Correct: The write-up under this section should include all key accomplishing points of the project, which would include completed activities, tasks, and milestones. It can also highlight financial aspects, such as net revenues, for a thorough demonstration of project success.
6. What should your first step be when potential problems arise?
- Synthesize information from multiple sources to form a coherent summary of the issue. (CORRECT)
- Communicate the issue to your manager.
- Share the details of the issue with your team.
- Escalate the issue to senior stakeholders.
Correct: For example, to summarize, need to compile all important points from multiple sources. Identify the core issue, present it in a logical flow, and condense it while maintaining clarity and precision.
7. When writing an email to get a decision from senior stakeholders, what should you include in the body? Select all that apply.
- A lengthy explanation of how this problem affects the project
- The decision you need from the stakeholder (CORRECT)
- An explanation of how this impacts the organization (CORRECT)
- A brief outline of the problem (CORRECT)
Correct: Your email is expected to aptly state the resolution required from your stakeholder regarding moving forward on the project or task. What action or approval you seek from him/her to be able to move forward should also be specific.
Correct: The email should indicate how the problem casts a shadow across the whole organization while indicating some wider implications and possible impacts from various teams or operations. This would certainly help create awareness among stakeholders as to the urgent need for a solution.
Correct: It is mandatory for the mail to contain an overview of the subject, clearly spelling out the issue without going into in-depth details to the stakeholder so that it is clear and quick for them to understand the whole situation.
8. What does an effective closeout report do? Select all that apply.
- Serves as a reminder of any loose ends that still need to be tied up
- Finalizes the efforts of the team and lets people move on to new projects and tasks (CORRECT)
- Helps ensure everyone is satisfied with the work that was done (CORRECT)
- Increases the impact of the team’s work through communication with others who may not have been as involved (CORRECT)
Correct: A successful closing report will summarize the activities of the team and ensure the completion and documentation of all tasks. It will also provide a clear path for every member to move into their next project.
Correct: A good closeout report brings satisfaction to all relevant parties regarding the work done, summarizes the project’s achievements, and identifies any open items.
Correct: An effective closeout report provides clarity on project outcomes to those stakeholders who may not be directly engaged but who need to appreciate the benefits and success of the project as a result of the efforts put in by a team.
9. Which of the following topics in the executive summary specify the purpose of the report? Select all that apply.
- Project charter
- Project vision (CORRECT)
- Lessons learned (CORRECT)
- Key accomplishments (CORRECT)
Correct: This project envisions defining the report’s argument and outlining the need that the project fulfills. Indeed, the summary encompasses significant achievements and lessons learned so that all concerned parties can obtain a clearer understanding of what the goals of the projects are, successes, and insights.
Correct: In lessons learned, you review potential improvements. This includes how you can change future processes for the better. Other topics for the executive summary include project vision and key accomplishments
Correct: Upside activities, jobs, and milestones are showcased in the accomplishments section for making a success of the project. The section describes the impact report’s highlights inclusion of such events. An executive summary usually contains both project vision and lessons learned, which engage stakeholders on the broader picture of scope, accomplishments, and insights on the state of project implementation.
10. As a project manager, you‘re going to meet with a stakeholder to discuss potential project tasks. What are two best practices to prepare for the meeting?
- Outline clear questions that still need answers. (CORRECT)
- Gather as much task information as possible before the meeting. (CORRECT)
11. As a project manager working on a new project, you need to identify potential tasks for the team. For this project, you plan to get input from the team’s leadership about tasks. Which type of interaction would be best to identify tasks?
- Meeting with key stakeholders (CORRECT)
12. You encounter a problem that requires changes to the project plan your stakeholders agreed upon. Which of the following is the best choice for how to address the problem?
- Pause operations until your stakeholders address the problem.
- Present the problem succinctly to your stakeholders and offer a solution. (CORRECT)
- Challenge your team members to do better and reward improved performance.
- Present all the relevant project documents and send an email to your stakeholders.
13. As a project manager, you need to synthesize information about a problem to stakeholders. What should you do first in your synthesizing process?
- Gather information from multiple sources. (CORRECT)
- Reread the project plan.
- Reread documents from previous projects.
- Make a list of steps to complete.
14. OKRs combine a goal and a metric. What does this combination determine?
- A measurable outcome (CORRECT)
- A key result
- A reference point
- A business model
15. You have synthesized the information around a problem you encountered in your project. You are now ready to communicate the problem to your stakeholders. Which of the following best describes how OKRs can help persuade your stakeholder to take the problem seriously?
- You can present how your proposed solution addresses key results of a company OKR. (CORRECT)
- You can suggest a new OKR that your stakeholder may present to their company’s CEO.
- You can present how the problem reveals weaknesses in the company’s OKRs.
- You can present how the original project goals fail to align with the company’s OKRs.
16. As a project manager, what should you consider before writing an email to a stakeholder to communicate an issue? Select all that apply.
- How the project will affect you and the stakeholders
- What is most important to the project team
- How the problem will affect the company as a whole (CORRECT)
- What is most important to a stakeholder (CORRECT)
17. You are writing the closeout report for a project you are managing. You begin by adding the objectives of the project. Which part of your closeout report is the best place to document this information?
- Methodology section
- Key accomplishments section
- Project summary (CORRECT)
- Performance baseline section
18. When composing a project impact report, which of the following elements should you include in the executive summary section? Select all that apply.
- Process details
- Lessons learned (CORRECT)
- Key accomplishments (CORRECT)
- Project vision (CORRECT)
19. What is the difference between a closeout report and an impact report?
- A closeout report is written for the project manager to document the steps of the project. An impact report is written for stakeholders to have documentation of the steps in the project.
- A closeout report demonstrates to the project manager if the team followed the proposed budget. An impact report demonstrates how much it cost overall to finish the project.
- A closeout report demonstrates to the project manager that the project timeline has ended. An impact report demonstrates to the stakeholders that the project manager has followed the timeline.
- A closeout report is written for future stakeholders to describe the details of the project. An impact report is written for senior stakeholders to get an overview of the project in its closing. (CORRECT)
20. As a project manager, you encounter a problem that will affect the project delivery date. You need to raise the issue to project stakeholders. How should you best communicate the problem to stakeholders?
- Add stakeholders to an ongoing email chain to provide them with context for the problem.
- Email stakeholders outlining the problem in detail and ask how they would like to proceed.
- Provide stakeholders with a short summary and proposed solution to the problem. (CORRECT)
- Send stakeholders a link to the project plan with the problem highlighted.
21. As a project manager, you encounter a problem that you need to send to your stakeholders. You synthesize the information for the stakeholders. What should your synthesis be?
- An email to important stakeholders with a link to a new project plan.
- A list of proposed solutions for your stakeholders to choose from.
- A collection of emails, presentations, and meeting notes that document the problem. (CORRECT)
- A one to two sentence overview of the problem and your proposed solution.
22. What are the two parts of an OKR?
- A task and a milestone
- A goal and a metric (CORRECT)
- A problem and a solution
- A tasklist and a schedule
23. Which of the following are recommended subject lines if you need a stakeholder to read and respond to your email quickly? Select all that apply.
- Respond ASAP
- Read now
- Decision needed (CORRECT)
- Please review (CORRECT)
24. What is the purpose of creating an impact report?
- To show future project managers how to do a similar project
- To show others that you completed the project
- To show others the value that has been added to your project (CORRECT)
- To show future project managers how to plan a project
25. Which of the following items should be included in the body of an effective email to escalate a problem? Select all that apply.
- A brief paragraph that identifies documentation that your stakeholder might need to review to make an informed decision.
- A complete list of team members and other project participants who are directly affected by the problem.
- A sentence that identifies how the problem may impact your organization’s OKRs. (CORRECT)
- One or two sentences that summarize your problem. (CORRECT)
26. You are writing the closeout report for a project you are managing. You observe that your project plan called for an $80,000 budget, but actual costs totaled $87,500. You note how the majority of extra costs were due to unexpected increases in the price of materials. Which part of your closeout report is the best place to document this information?
- The project documentation archive
- The lessons learned section
- The performance baseline section (CORRECT)
- The outcomes section
27. When creating an executive summary, what questions should the summary answer? Select all that apply.
- What problems did we encounter during this project?
- Would we want to do another project like this in the future?
- How effectively was the project delivered? (CORRECT)
- What did we learn from this project? (CORRECT)
28. When escalating a problem to stakeholders, you reference that it might impact a company-wide OKR. Why would you make this reference?
- It pushes the stakeholder to come up with their own solution.
- It makes it clear to the stakeholder that it is an important issue for them to address. (CORRECT)
- It establishes that your project is the most important one in the company.
- It distracts stakeholders from the actual problem.
29. OKRs are a tool used for what?
- A brief plan for the project
- A summary of the project
- Organization-wide goal setting (CORRECT)
- Project management workflows
30. You communicate a project problem to a key stakeholder. What question should you ask yourself to ensure the information you provide is necessary?
- Does this information give all the details of the problem to the stakeholder?
- Does this information link to important project documentation?
- Does this information provide the stakeholder extra context about the problem and project?
- Does this information help the stakeholder make a decision easily? (CORRECT)
31. Stakeholders are often focused on other work beyond your project. What is one way to establish the significance of a problem in your project to stakeholders?
- Exaggerate the impact the problem will have on the company’s profits.
- Explain how the problem will impact team morale.
- Explain how the problem will negatively impact a company-wide OKR. (CORRECT)
- Exaggerate by using technical language when describing the problem to make it seem complex.
32. As a project manager, you notice there is a shipment delay from a supplier during a project. If shipments are delayed too long, the final project date will be postponed. When synthesizing this to the stakeholders, what are things you should include? Select all that apply.
- An email with the project plan highlighting the missed shipment dates.
- An estimate of when the shipment will arrive
- A summary of the shipment problem and its impact on the project. (CORRECT)
- A proposed solution of finding a backup supplier. (CORRECT)
Effective Stakeholder Communication CONCLUSION
Communication and escalation of project problems is an important part of anybody in a Project Manager position. This course will teach you how to report project impacts to stakeholders effectively.
You’ll also prepare for interviews as you reflect on past projects, develop an elevator pitch, and keep an eye out for typical questions. Don’t miss out – join now at Coursera.org!