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CVR/IT Project Management Workshops
Services -> Training -> Workshops ->
Managing Stakeholder Expectations
Workshop Overview
In the final analysis, our claim to project success depends largely on the degree to which we have met the
expectations of our stakeholders. The importance of this topic is indicated by the inclusion of a new
process in Version 4 of the PMBOK®, Managing Stakeholder Expectations (Process 10.4). It has
become clear that mastery of the identification, management and satisfaction of stakeholder expectations
is of primary importance if we are ever to have reliably successful projects.
This workshop dives deep into the definition of what an expectation is, reveals how stakeholder Wants
and Beliefs interact with the project plan, demonstrates two kinds of expectations and explains steps that
you can take to keep stakeholder expectations in alignment with the objectives of the project. You will be
taught the use of tools that allow the discovery and management of expectations commonly encountered
among stakeholders and team.
What you will learn
- Impact of unknown expectations
- How to uncover hidden expectations
- How to listen for stakeholder Wants and Beliefs
- Importance of stakeholder alignment to plan
- What to do when expectations do not match plan
- What to do when expectations do not match reality
- Actions you can take to manage expectations
Who should attend
Project Managers, Managers of Project Mangers, Functional Managers with project responsibility, Project
Management Office staff
Prerequisites
This course assumes familiarity with basic project management concepts as well as some experience in
the planning and execution of projects.
Course Outline
Intro
Define expectations
Why they are important
PMBOK® says
Roadmap for rest of workshop
What is an expectation?
Targets and baselines
Beliefs and Wants
Consonant and Dissonant
Combine with plan
How do we manage expectations?
Discover them
- Know your stakeholders
- Stakeholder Expectations Matrix
- Exercise: Expectations checklist
Align them
- When to change the Want
- When to change the Belief
- When to change the Plan
Listen
- Watch for unforeseen risk
Applying what we just learned
Communities Analysis
Stakeholders list
Based on what you know, Fill out Stakeholder Expectations Matrix
Learning Approach
- A highly experienced instructor will use interactive lecture format, hands-on exercises, team
activities, group discussions and other techniques to drive home the essential points of this
material
- We will build on your prior experience in this topic, while providing you with a structure and
vocabulary to use in future projects.
- If you have modest project management knowledge, you will find that the clarity of the material
and direct presentation style of the instructor will make the subject matter easy to understand.
- You will receive a Student Guide which will help you follow the material, take notes and retain
what you learned so that you can apply it on your job.
Managing Stakeholder Expectations
Why should I take this course?
- This course will help you and your project team to avoid much of the turmoil that can hurt a
project simply because expectations were not understood.
- Managing Stakeholder Expectations delves into areas of project management that, although
seldom discussed, are nonetheless central to project success. Take home a whole new set of tools
and techniques.
- Take this course and learn what you can do to ensure that everyone is defining success the same
way, and then make that success happen.
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