CSM Communication & Stakeholder Management 2 — Questions and Answers
Question 1: A project manager discovers that two key stakeholders have conflicting priorities that are stalling progress. What is the BEST first step?
- Escalate to the executive sponsor immediately
- Facilitate a structured dialogue to surface shared interests (Correct answer)
- Choose the stakeholder with higher authority and proceed
- Document the conflict and continue without resolution
Correct answer: Facilitate a structured dialogue to surface shared interests
Facilitating structured dialogue helps uncover underlying shared interests and builds consensus without bypassing either stakeholder.
Question 2: Which communication model best describes the process where noise can distort the intended message between sender and receiver?
- Transactional model
- Shannon-Weaver model (Correct answer)
- Laswellian model
- Berlo's SMCR model
Correct answer: Shannon-Weaver model
The Shannon-Weaver model explicitly incorporates 'noise' as a factor that can distort signal transmission between sender and receiver.
Question 3: A strategic manager needs to communicate a sensitive organizational restructuring. Which channel is MOST appropriate?
- Mass email to all staff
- Public company social media post
- In-person town hall with Q&A session (Correct answer)
- Anonymous internal newsletter
Correct answer: In-person town hall with Q&A session
An in-person town hall allows for two-way communication, enables leaders to convey empathy, and lets employees ask questions directly.
Question 4: Stakeholder salience is determined by which three attributes in Mitchell, Agle & Wood's framework?
- Power, legitimacy, and urgency (Correct answer)
- Influence, interest, and impact
- Authority, resources, and timing
- Commitment, capability, and access
Correct answer: Power, legitimacy, and urgency
Mitchell, Agle & Wood define stakeholder salience through the combination of power, legitimacy, and urgency.
Question 5: What does 'active listening' primarily require a strategic communicator to do?
- Take detailed notes during every conversation
- Withhold all responses until the speaker finishes
- Demonstrate understanding through paraphrasing and clarifying questions (Correct answer)
- Agree with the speaker to build rapport
Correct answer: Demonstrate understanding through paraphrasing and clarifying questions
Active listening is demonstrated by paraphrasing what was said and asking clarifying questions to confirm understanding.
Question 6: A stakeholder engagement plan should be revisited most frequently when:
- Annual performance reviews are conducted
- Significant project milestones or organizational changes occur (Correct answer)
- The communication budget is renewed
- New employees join the organization
Correct answer: Significant project milestones or organizational changes occur
Stakeholder needs and influence shift with major milestones or organizational changes, requiring the engagement plan to be updated.
Question 7: Which technique is MOST effective for managing a stakeholder who is highly influential but currently resistant to a strategic initiative?
- Limit their information access to reduce opposition
- Assign them to a peripheral advisory role
- Engage them early with personalized communication addressing their concerns (Correct answer)
- Proceed without their buy-in and present results later
Correct answer: Engage them early with personalized communication addressing their concerns
Engaging resistant but influential stakeholders early with tailored communication converts potential blockers into advocates.
CSM Communication & Stakeholder Management 2
A project manager discovers that two key stakeholders have conflicting priorities that are stalling progress.
What is the BEST first step?