Communication Tips for Handling People’s Concerns

Even with the best communication plan in place, your stakeholders might have concerns about your project. Here are a few common-sense communication tips to use when you’re addressing concerns. (These work equally well in professional and personal situations.)

• Listen actively.  Your stakeholders should no doubt that you’ve heard what they said. You can do this by explaining how you think their concerns might affect the project. Make sure that your views reflect your stakeholders’ fears. Also, spell out the steps you are or will take to address their concerns.

Important Note: Explain your views and the actions you will take even when you don’t agree with the stakeholders’ concerns. Don’t try to convince a stakeholder that their concerns are unfounded. For example, say that the stakeholder is worried about a risk that you think is unlikely to occur. Normally, you wouldn’t add it to your list of actively monitored risks. But in this case, you would monitor what you need to track their concern – or take an action to track the risk. You will build trust and a stronger relationship by appreciating their emotions and acting on their concerns.

• Provide regular updates through your stakeholders’ preferred medium. To reinforce that you’ve heard your stakeholders’ concerns, make sure that the stakeholders have up-to-date status of their concerns. Set up a schedule for updates that the stakeholders are comfortable with. Always use the communication method your stakeholder prefers. For example, you might use formal methods, like status reports, as well as informal methods like a specific message to your stakeholder. Keep your updates concise and make sure they address their concerns. Use the same vocabulary the stakeholder uses to reinforce that you listened and understand their situation.
• Be transparent and share bad news early. To maintain trust, you must share both good and bad news in a timely manner. Also, don’t let stakeholders hear bad news come from anyone before you communicate it. If that happens, your relationship could be permanently damaged. Contact your concerned stakeholder whenever theirs concerns come to fruition. At that time, explain the issue and what you’re doing to address it. If you aren’t sure what action you’ll take, explain the investigation you’re doing and the alternatives you’re considering. Ask your stakeholders for opinions.  Let them know you’ve chosen a course of action. Schedule follow-ups to report on your progress.
• Be realistic. While stakeholders may prefer to be reassured, don’t fall into the trap of trying to “fix their concern.” If things aren’t good, clearly state that. Don’t sugar-coat it or they might not get your message. Reaffirm the actions you’re taking. Tell them (and mean it) that you are dedicated to solving the issues that arise. 
• Watch your mood.  Be mindful of your mood. Your stakeholder will catch your mood more easily than the words you use, no matter how wise your words may be. If you are feeling negative emotions, take time to improve your mood before you meet your stakeholder.

Do you have other tips for communicating when people are concerned about something in your project? What about when they’re angry or demoralized or overwhelmed? Share with us in the comments section.

For more about communication, check out Doug Rose’s Project Management Foundations: Communication course.

Coming Up

On May 18th 4PM MT, I will be joining Christina Charenkova to talk about how Project Managers and Change Managers collaborate on things like scope, communication, and stakeholder management. We’ll discuss how to leverage and clarify roles and plans, avoid pitfalls, and collaborate better for awesome outcomes! Sign up here: https://www.linkedin.com/events/7056412593510363136

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