Introduction

Stakeholder engagement is a critical success factor in facilities management (FM) projects. Effectively managing and engaging stakeholders ensures that projects meet their objectives, stay within scope, and align with organizational goals. Facilities managers and project leaders must communicate clearly, manage expectations, and build relationships with internal and external stakeholders throughout the lifecycle of a project. This 5-day training course will provide FM professionals with the skills, strategies, and tools necessary to identify stakeholders, engage them effectively, and ensure successful project outcomes.

Objectives

By the end of this course, participants will:

1. Understand the importance of stakeholder engagement in FM projects.
2. Learn how to identify and analyze stakeholders in different FM contexts.
3. Develop strategies to engage stakeholders and manage their expectations.
4. Gain skills in effective communication and conflict resolution with stakeholders.
5. Learn to use stakeholder feedback to improve project outcomes and build long-term relationships.

Who Should Attend?

This course is ideal for:

• Facilities Managers and Project Leaders.
• FM Project Managers and Coordinators.
• Operations Managers and Supervisors.
• Facilities Maintenance and Service Managers.
• Professionals involved in managing relationships with stakeholders in FM projects.

Course Outline

Day 1: Introduction to Stakeholder Engagement in FM Projects

• The Role of Stakeholder Engagement in FM Projects
  • Why stakeholder engagement is essential for project success: Managing expectations, building trust, and ensuring alignment.
  • The impact of poor stakeholder engagement on project outcomes: Delays, cost overruns, and misunderstandings.
• Types of Stakeholders in Facilities Management Projects
  • Internal stakeholders: Senior management, employees, department heads, tenants.
  • External stakeholders: Contractors, suppliers, regulatory bodies, local communities.
  • Identifying and categorizing stakeholders based on influence, interest, and involvement.
• Stakeholder Analysis
  • How to conduct a stakeholder analysis: Mapping power, interest, and engagement level.
  • Prioritizing stakeholders and their needs.
• Workshop: Stakeholder identification and analysis for a sample FM project.

Day 2: Strategies for Engaging Stakeholders

• Developing an Engagement Plan
  • Creating a stakeholder engagement strategy: Setting clear objectives, defining roles, and planning engagement activities.
  • Tailoring engagement strategies to different stakeholder groups based on their needs and influence.
• Communication Strategies for Stakeholder Engagement
  • The importance of clear, transparent, and timely communication.
  • Methods for engaging stakeholders: Meetings, reports, surveys, and informal updates.
  • Using digital tools and platforms for stakeholder communication and feedback.
• Building Relationships with Stakeholders
  • Techniques for building trust and credibility with stakeholders.
  • Engaging stakeholders early and often to prevent issues later in the project.
• Workshop: Developing a stakeholder engagement plan for a facilities-related project.

Day 3: Managing Stakeholder Expectations and Conflicts

• Setting and Managing Expectations
  • The importance of managing stakeholder expectations from the outset of a project.
  • How to communicate realistic timelines, budgets, and deliverables.
  • Techniques for maintaining stakeholder buy-in throughout the project lifecycle.
• Conflict Resolution and Negotiation
  • Common sources of conflict between stakeholders in FM projects.
  • Techniques for resolving conflicts: Mediation, negotiation, and active listening.
  • How to negotiate with contractors, suppliers, and internal stakeholders while maintaining project integrity.
• Dealing with Difficult Stakeholders
  • Identifying difficult stakeholders and understanding their concerns.
  • Strategies for turning resistant stakeholders into active supporters.
• Interactive Session: Role-playing conflict scenarios and practicing negotiation techniques.

Day 4: Using Stakeholder Feedback to Improve Project Outcomes

• Collecting and Analyzing Stakeholder Feedback
  • Techniques for gathering feedback: Surveys, one-on-one interviews, focus groups, and informal discussions.
  • Analyzing feedback to identify areas for improvement and adjustments in the project.
  • Using feedback to guide decision-making and improve project deliverables.
• Leveraging Stakeholder Insights for Continuous Improvement
  • Creating a culture of collaboration and continuous improvement throughout the project lifecycle.
  • How to adapt the project plan based on stakeholder feedback without compromising on objectives.
• Monitoring Stakeholder Satisfaction
  • Tools for measuring stakeholder satisfaction throughout the project.
  • Addressing dissatisfaction early to prevent negative impacts on project success.
• Case Study: Analyzing feedback from stakeholders in a completed FM project and discussing improvements.

Day 5: Closing the Engagement and Ensuring Long-Term Relationships

• Closing Stakeholder Engagement in FM Projects
  • How to effectively close out stakeholder engagement: Final reporting, feedback loops, and post-project surveys.
  • Documenting stakeholder engagement processes and outcomes for future reference.
  • Celebrating successes and acknowledging contributions from stakeholders.
• Building Long-Term Relationships with Stakeholders
  • Maintaining relationships beyond the project: Building partnerships with contractors, suppliers, and internal teams.
  • The importance of follow-up and continuing communication post-project completion.
  • How stakeholder engagement impacts future FM projects and organizational success.
• Conclusion and Certification.