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No Very Tricky Work

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Submitted By jawedG
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Community Post

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COMMUNITY POST
11 MARCH 2013

How do you say “no” to an important stakeholder?

A Very Tricky Two-Letter Word
Many studies, including PMI’s 2013 Pulse of the ProfessionTM, have reported that effective communication to stakeholders is the most critical success factor in project management. One of the most critical and tense moments for a project manager is to communicate to a stakeholder that his or her request may not work as planned. The question of “how to say no” produced a record of close to 100 responses in a discussion on the PMI Career Central LinkedIn Group. The most popular philosophy is to carefully position the “no” as a “yes,” and work with the stakeholder to fulfill his or her needs. At the same time, the project manager must make the stakeholder understand the consequences of his or her request. A number of respondents also advocated walking the stakeholder through the change management process, negotiating with the stakeholder and bringing in other stakeholders who agree with your position. Listen Carefully; Show Respect and Empathy Of course, communication includes listening as well as speaking, and listening is especially important when having to communicate “no.” Viviane De Paula of São Paulo, Brazil, who has eight years of project management experience in telecommunications, says it is important to “listen carefully to what the stakeholder is asking and show respect and empathy.” “I personally tend to imagine if I am on the receiving end how I would take the news and refine my message so the issue can really be addressed,” notes Jason Ng, an 11-year IT project management veteran based in Hong Kong, China. A book on “the art of arguing,” written in Portuguese, touched on several important elements relating to this type of discussion, including defining a common language between you and the stakeholder,

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