Stakeholder Relationship Management

Stakeholder management is often reduced to a list of names in a project document that is written once and never updated. Influential stakeholders are engaged too late, communication is one-way and generic, expectations are allowed to drift, and disagreements turn personal. In fast-moving organisations with information overload and frequent change, relationships that were never built properly quickly become obstacles.

This programme follows a practical cycle: identifying and analysing stakeholders, planning engagement, communicating and building rapport, managing expectations and conflict, and monitoring relationships over time. It combines analytical tools with the interpersonal skills needed to use them, recognising that different personalities, cultures and interests require different approaches.

Built on recognised practice. The programme references widely used stakeholder frameworks and standards, including the AA1000 Stakeholder Engagement Standard, the IAP2 Spectrum of Public Participation, stakeholder guidance in ISO 21500 and PMI project management standards, and established tools such as the power and interest grid and the salience model.

Decisions this programme improves. Which stakeholders need close engagement and which need only information; when to consult, involve or collaborate; how to respond when stakeholder interests conflict; what to promise and what not to promise; when to escalate a relationship problem; and how to judge whether engagement is working.

How it is delivered. Twenty hours across five sessions, built around one running case: a cross-departmental initiative that affects internal teams, senior leadership, external partners and the public. Participants map and analyse stakeholders, prepare an engagement plan, practise difficult conversations in role plays and design a simple monitoring approach.

In-house option. For organisations, the programme can be tailored to your own projects, stakeholder landscape and governance structures, and delivered to project, policy and relationship teams working on the same initiatives.

Who Should Attend

Project and programme staff: project managers, project coordinators and PMO staff

Managers and team leaders: managers who work across departments or with external parties

Relationship and partnership staff: account managers, partnership officers and government relations staff

Policy and change professionals: policy advisers, strategy staff and change managers

Communications staff: corporate communications and community engagement officers

Objectives

Identify internal and external stakeholders and their interests, influence and expectations

Analyse stakeholders using tools such as the power and interest grid and the salience model

Prepare a stakeholder engagement plan that sets objectives, methods and responsibilities for each group

Select appropriate levels of engagement, from informing to collaborating

Communicate clearly and build rapport with stakeholders of different personalities and cultural backgrounds

Identify and overcome communication barriers in a busy, information-heavy environment

Manage expectations through clear commitments, regular updates and early warning of change

Handle disagreements and conflicts constructively using negotiation and conflict resolution techniques

Monitor relationship health and adjust engagement based on feedback and results

Course Outline

Understanding Stakeholders: Identification and Analysis

Why stakeholder relationships matter for projects, policies and operations
Identifying internal and external stakeholders
Interests, influence, attitudes and expectations
Power and interest grid, salience model and stakeholder mapping
Stakeholder registers and keeping them current
Recognising hidden and emerging stakeholders

Planning Engagement

Engagement principles from the AA1000 Stakeholder Engagement Standard
Levels of engagement using the IAP2 Spectrum
Setting engagement objectives and messages for each group
Choosing channels and formats: meetings, workshops, reports and digital tools
Roles, responsibilities and governance of engagement
Engaging senior leaders and sponsors

Communication and Building Rapport

Building trust and credibility
Active listening and questioning skills
Communication styles and personality differences
Cultural considerations in the region and in international settings
Overcoming communication barriers and information overload
Writing and presenting for stakeholders

Managing Expectations and Conflict

Setting realistic expectations and clear commitments
Delivering unwelcome news and managing disappointment
Sources of conflict between stakeholders
Conflict resolution approaches and when to use each
Interest-based negotiation
Escalation and when to involve others

Sustaining Relationships Over Time

Monitoring relationship health and satisfaction
Feedback, surveys and engagement indicators
Using CRM and collaboration tools to keep engagement records
Managing relationships through change and transition
Lessons learned and continuous improvement
Personal action plan: a stakeholder plan for your own work

Competencies

Stakeholder identification and analysis

Stakeholder mapping and prioritisation

Stakeholder engagement planning

Engagement level selection

Rapport building and interpersonal communication

Overcoming communication barriers

Expectation management

Conflict resolution and negotiation

Stakeholder relationship monitoring

London

Access Elite Academy’s complete training portfolio in London. As one of the world’s leading centers for business, finance, professional services and executive learning, the city provides a strong setting for organizations and professionals seeking expert-led learning, with upcoming scheduled courses and other programs available on request. London is one of Elite Academy’s international training destinations and gives organizations and professionals access to our complete portfolio of training programs across all disciplines. As one of the world’s leading centers for business, finance, professional services and executive learning, the city offers a professional setting for focused learning. Participants can choose from upcoming scheduled courses in London or request any other program from the Elite Academy portfolio to be arranged in the city, subject to scheduling and delivery requirements. Browse the upcoming schedule below or explore our training areas to identify the program that best matches your organization’s development priorities or your own professional goals.