How to Deal With Stakeholders Who Are Quick to Blame

Welcome to my newsletter! Let's dive straight into today's topic. How do you deal with difficult stakeholders?

Have you ever dealt with cranky stakeholders?

No matter what you do, they don’t seem to be happy.

In data analytics, communication is often overlooked. It hinders the whole stakeholder experience. It’s hard enough to deal with data. Now you need to manage expectations from various teams. Everyone’s definition of value is different.

However, it doesn’t have to be this way.

Here are the 4 ways to manage cranky stakeholders. Just know that it’s not your fault. These stakeholders won’t stay mean continuously if you follow the tips below.

1. Don’t Take It Personally

They had bad experiences before. This is more common than you think. A company decided to build their first BI dashboard or a data science project. Due to lack of experience and hiring complications, they went for a big-name consulting firm or some contractors.

Most of the time, it turns out badly. It’s hard to find reliable contractors. Even big-name consulting firms drop the ball from time to time, not to mention how expensive it is.

Now you’re here to help them. They’ve been frustrated for a long time. It makes sense that they’re impatient with you. Just respond calmly and stay professional.

Listen to their needs.

Nail down the technical requirements.

Focus on what you can do now to make things right.

2. Acknowledge How They Feel

Although you don’t take it personally, that doesn’t mean things won’t get worse. That frustration still needs to come out. Be a therapist to their data needs.

When they vent, don’t deny their feelings. You must acknowledge those negative emotions. Ask them why they feel that way. Listen carefully.

This is the time you’ll learn the things they need the most. As soon as you provide that, you’re golden. It’s instant credibility right there.

3. Reach a Middle Ground

Data analytics projects are complex. Sometimes, there are no good solutions to fix a long-term problem. However, you can take baby steps to improve.

Help them understand you’re doing the best you can through listening and paraphrasing. This is the first two steps to implement Data Concierge Agile (Read more here).

Find out what the most important thing is and solve that first. Don’t come up with this giant plan for improvements. Break down the big goal into bite-size tasks.

If they complain about not knowing the progress, set up meetings or email them updates regularly.

If they complain that contractors didn’t understand what they needed, demo in real time with them. Have them show you what they need. Provide professional advice on how you all can achieve the tasks together.

4. Don’t Compromise

Being their therapist doesn’t mean being a pushover. You’re a data professional and know the life cycle of a data project. This isn’t the time to give in to unreasonable requests.

You acknowledge the problem and their feelings. Now it’s time for equal partnership. Don’t promise that a project can be done in 6 weeks.

Invite them to a weekly progress meeting. They’ll feel the difference in the coming weeks and begin to trust you.

I truly believe very few people are unworkable, and I’ve been in many dicey situations. You’ll come to find that people just had bad experiences before you came along.

Work with them, and you might turn your biggest adversary into your biggest supporter.

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