Introduction

Stakeholder management is critical to the success of any project, especially in Facilities Management (FM). Managing the expectations, interests, and concerns of various stakeholders—such as facility users, executives, contractors, and government authorities—is essential to ensure that FM projects are completed on time, within budget, and in alignment with organizational goals. This course will teach participants how to identify, analyze, engage, and communicate effectively with stakeholders throughout the lifecycle of FM projects. Through practical tools and strategies, participants will learn how to manage stakeholder relationships, mitigate risks, and ensure project success.

Course Objectives

By the end of this course, participants will be able to:

• Identify key stakeholders in FM projects and understand their roles and interests.
• Assess and categorize stakeholders based on their influence, interest, and power in a project.
• Develop an effective stakeholder engagement strategy throughout the project lifecycle.
• Communicate clearly and regularly with stakeholders using various methods and tools.
• Build and maintain strong relationships with stakeholders to ensure project success.
• Resolve conflicts and manage stakeholder expectations during the project.
• Use stakeholder feedback to improve project outcomes and ensure satisfaction.

Who Should Attend?

This course is ideal for:

• Facilities Managers and Directors overseeing FM projects.
• Project Managers and Team Leaders in facilities and real estate projects.
• Operations Managers managing ongoing facilities upgrades or maintenance.
• Contract Managers and Consultants involved in FM-related projects.
• Maintenance and Service Providers working on facility projects.
• Senior Executives involved in decision-making and overseeing large-scale FM projects.
• FM Consultants advising on stakeholder engagement strategies.

Day 1: Introduction to Stakeholder Management in FM Projects

• Understanding Stakeholder Management
  • Definition and importance of stakeholder management in FM projects
  • Key stakeholders in FM projects: internal (employees, management) and external (contractors, regulators, suppliers)
  • Why stakeholder management is crucial for project success
  • The impact of stakeholder engagement on project outcomes, budget control, and timelines
• Stakeholder Identification and Mapping
  • Methods for identifying stakeholders: internal teams, external vendors, government bodies
  • Tools for stakeholder analysis and mapping: Power/Interest Grid, Stakeholder Matrix, and RACI Chart
  • Categorizing stakeholders: Who are the key influencers, critical decision-makers, and supporters?
• Assessing Stakeholder Needs and Expectations
  • Conducting stakeholder interviews and surveys to gather insights
  • Understanding stakeholder interests, concerns, and potential resistance
  • Analyzing how stakeholders’ needs will impact project objectives

Day 2: Developing Stakeholder Engagement Strategies

• Creating a Stakeholder Engagement Plan
  • Setting clear objectives for stakeholder engagement: What do we want from each stakeholder group?
  • Tailoring engagement strategies based on stakeholder analysis: inform, consult, involve, collaborate
  • Developing a communication plan that outlines the frequency, format, and channels of communication
  • Creating an action plan for managing stakeholder expectations and minimizing conflicts
• Managing Stakeholder Expectations
  • Setting realistic expectations and ensuring that stakeholders’ needs are aligned with project goals
  • The importance of managing conflicting interests and prioritizing stakeholders
  • Using negotiation and influence techniques to gain stakeholder buy-in
• Building Strong Relationships with Stakeholders
  • Establishing trust and fostering collaboration through open communication
  • Understanding and addressing stakeholder concerns proactively
  • Techniques for maintaining positive stakeholder relationships throughout the project lifecycle

Day 3: Communication and Conflict Resolution

• Effective Communication with Stakeholders
  • Identifying the right communication channels for different stakeholders (e.g., emails, reports, meetings, presentations)
  • Using active listening and feedback loops to ensure that stakeholder concerns are understood
  • Communicating project progress, risks, and changes effectively
  • Delivering bad news and handling stakeholder dissatisfaction with professionalism
• Conflict Management and Resolution
  • Understanding the sources of stakeholder conflict in FM projects
  • Techniques for resolving conflicts between stakeholders, such as mediation, negotiation, and compromise
  • Managing emotional intelligence and dealing with difficult personalities
  • Case studies of successful conflict resolution in FM projects
• Stakeholder Communication Tools
  • Utilizing project management software (e.g., MS Project, Primavera) to track stakeholder interactions
  • Using surveys, feedback forms, and stakeholder meetings to keep all parties informed
  • Integrating stakeholder communication tools into your FM project management strategy

Day 4: Monitoring Stakeholder Engagement and Project Performance

• Tracking Stakeholder Engagement
  • Regularly assessing the effectiveness of stakeholder engagement strategies
  • Measuring stakeholder satisfaction through surveys, interviews, and feedback loops
  • Identifying and addressing gaps in stakeholder communication and engagement
  • Using KPIs and performance metrics to monitor progress
• Managing Changes and Mitigating Risk
  • Identifying and managing changes that may affect stakeholder relationships
  • Managing scope creep and adjusting stakeholder expectations
  • Risk management techniques for mitigating stakeholder-related risks
  • Ensuring that the project is aligned with stakeholders’ evolving needs and expectations
• Feedback Loops and Continuous Improvement
  • Incorporating stakeholder feedback into project adjustments and improvements
  • Creating a system for gathering stakeholder input at different stages of the project
  • Using feedback to optimize stakeholder engagement strategies in real-time

Day 5: Closing and Post-Project Stakeholder Management

• Project Handover and Closing
  • Managing the handover process from the project team to operations
  • Ensuring stakeholder satisfaction during the final delivery and project handover
  • Formalizing the closure of the project and resolving any final outstanding issues
• Post-Project Evaluation and Relationship Management
  • Conducting post-project stakeholder reviews and surveys
  • Gathering feedback for future FM projects and stakeholder management improvements
  • Maintaining long-term relationships with stakeholders and ensuring ongoing satisfaction
  • Documenting lessons learned and integrating improvements into future projects
• Creating a Long-Term Stakeholder Engagement Strategy
  • Developing a long-term stakeholder engagement plan for continuous collaboration beyond the project lifecycle
  • Building a stakeholder network for future projects and ongoing FM operations
  • Ensuring that stakeholder engagement is embedded in the FM culture and ongoing organizational strategy

Course Methodology

• Interactive Lectures: Key principles and techniques for stakeholder management
• Case Studies: Analyzing real-world FM projects to identify successful stakeholder engagement strategies
• Group Workshops: Developing stakeholder engagement plans, communication strategies, and risk management plans
• Role-Playing Exercises: Simulating communication and conflict resolution with stakeholders
• Tools Demonstration: Using software tools for stakeholder mapping and communication tracking (e.g., MS Project, Stakeholder Analysis Tools)
• Final Group Project: Participants will develop a stakeholder engagement strategy for a hypothetical FM project, integrating lessons learned from the course.