Communication & Stakeholder Management Flashcards

A program manager learns through informal channels that a key stakeholder is planning to withdraw support. What is the BEST response?

Answer: Schedule a private meeting with the stakeholder to understand concerns and re-engage

Proactively addressing a stakeholder's concerns before they formally withdraw support can prevent escalation and preserve program momentum.

During a benefits review meeting, a stakeholder claims the program has not delivered the promised outcome. The program manager believes the outcome was delivered. What should happen FIRST?

Answer: Present documented evidence that the benefit was delivered as defined

Referencing the agreed benefit definition and delivery evidence is the appropriate first step before escalation or replanning.

When a program manager adapts their communication style based on whether they are speaking to a technical team or an executive board, this practice is called:

Answer: Communication tailoring

Communication tailoring adjusts the format, depth, and language of a message to match the recipient's background and information needs.

A stakeholder outside the formal governance structure begins influencing component teams directly. What is the program manager's BEST response?

Answer: Clarify the governance structure with impacted teams and engage the informal influencer formally

Acknowledging informal influencers and engaging them within the formal structure prevents governance bypass while leveraging their influence constructively.

Which outcome BEST indicates that a stakeholder engagement plan is effective?

Answer: Stakeholder engagement levels match or exceed the desired levels in the assessment matrix

The Stakeholder Engagement Assessment Matrix defines desired engagement levels; alignment between current and desired levels measures plan effectiveness.

A program manager wants to gather informal stakeholder feedback on a proposed change before a formal review. Which method is MOST appropriate?

Answer: Conduct informal one-on-one conversations or small focus group discussions

Informal consultation before formal reviews surfaces concerns early, allowing the program manager to refine the proposal and reduce resistance.

A program manager is closing a multi-year program. Which communication activity is MOST critical during this phase?

Answer: Documenting and communicating lessons learned, final benefit outcomes, and transition plans to stakeholders

Program closure communications must capture lessons learned, confirm benefit realization, and ensure stakeholders understand post-program responsibilities and transition arrangements.