A project manager is having difficulty acquiring final acceptance of some deliverables from a stakeholder for reasons that seem to be outside of the project acceptance criteria. What should the project manager do?
A.
Persuade this stakeholder using emotional intelligence skills to obtain acceptance.
B.
Obtain final acceptance from another stakeholder who is also familiar with the project
C.
Escalate this issue to the project sponsor and ask for support in obtaining final stakeholder acceptance.
D.
Create a project acceptance waiver noting the stakeholder’s concerns so they can be addressed later
According to the PMBOK guide, one of the tools and techniques for managing stakeholder engagement is interpersonal and team skills, which include emotional intelligence, influencing, and negotiation skills (p. 529). Emotional intelligence is “the ability to identify, assess, and manage the personal emotions of oneself and other people, as well as the collective emotions of groups of people” (p. 529). Influencing is “the ability to change the opinions, attitudes, or behaviors of others to achieve a desired outcome” (p. 530). Negotiation is “a process of conferring with others to come to terms with them or to reach an agreement” (p. 530). Therefore, the project manager should use these skills to persuade the stakeholder to accept the deliverables based on the project acceptance criteria, and to resolve any conflicts or issues that may arise. The other options are not as effective as persuading the stakeholder, because they either bypass the stakeholder’s authority, create more dependency on the project sponsor, or postpone the problem without solving it. References: (Professional in Business Analysis Reference Materials source and documents)
PMBOK guide, pages 529-530
PMI-PBA guide, pages 39-40
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