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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 work—you’ve got the
tools, let’s 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 work—you’ve got the
tools, let’s cement your expertise.
Dearly beloved Prince, we miss you…
Jen Brass Jenkins, MPC, PMP @chrliechaz
©UNIVERSITY OF UTAH HEALTH, 2017
WHO’S 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:
Don’t 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 meeting—what 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 work—you’ve got the
tools, let’s 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 work—you’ve got
the tools, let’s 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 process—and use it.
Jen Brass Jenkins, MPC, PMP @chrliechaz
“It was ego ownership…With people
who aren’t writers, they own every
word…It’s 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 don’t know something say: “That’s a good question”
instead of ”I don’t know”.
•If you can’t 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 part—I’m 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