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Key Takeaways

  • The Stakeholder Engagement Assessment Matrix documents five engagement levels: Unaware, Resistant, Neutral, Supportive, and Leading - with 'C' marking current and 'D' marking desired levels
  • High Power/High Interest stakeholders require the most attention with frequent, detailed updates and involvement in key decisions
  • Trust-building requires transparency, following through on commitments, and demonstrating that stakeholder input is valued and acted upon
  • Communication strategies must be tailored to stakeholder influence and engagement levels, with different approaches for different quadrants of the power/interest grid
  • Stakeholder engagement is iterative - assessment must be repeated throughout the project as stakeholder attitudes and project conditions change
Last updated: January 2026

Collaborating with Stakeholders

Stakeholder collaboration is fundamental to project success. The PMP exam heavily emphasizes stakeholder management, and the ability to engage stakeholders effectively distinguishes exceptional project managers from average ones.

Why Stakeholder Collaboration Matters

Projects don't exist in isolation - they affect and are affected by numerous individuals, groups, and organizations. Effective collaboration:

  • Builds support for project objectives
  • Reduces resistance to change
  • Identifies risks and opportunities early
  • Ensures requirements align with actual needs
  • Creates advocates who champion the project

Stakeholder Engagement Assessment Matrix

The Stakeholder Engagement Assessment Matrix is a key tool introduced in the PMBOK Guide for documenting and monitoring stakeholder engagement levels.

Five Levels of Engagement

LevelDescriptionTypical Behaviors
UnawareNot aware of project or its impactsNo knowledge of project existence
ResistantAware but opposed to projectActive or passive resistance
NeutralAware but neither supporting nor opposingIndifferent to project outcomes
SupportiveAware and supportive of projectProvides resources, endorses project
LeadingActively engaged in ensuring successChampions project, uses influence

Using the Matrix

The matrix uses simple notation:

  • C = Current engagement level
  • D = Desired engagement level
StakeholderUnawareResistantNeutralSupportiveLeading
CFOCD
IT DirectorCD
End UsersCD
SponsorC/D

Developing Engagement Strategies

When current and desired levels differ, develop targeted strategies:

  • Unaware to Supportive: Information campaigns, demonstrations
  • Resistant to Neutral: Address concerns, involve in decisions
  • Neutral to Supportive: Show benefits, create quick wins
  • Supportive to Leading: Empower as champions, public recognition

The Power/Interest Grid

This analysis tool categorizes stakeholders by their power to influence the project and their interest in project outcomes:

QuadrantPowerInterestStrategy
Manage CloselyHighHighFrequent engagement, key decisions
Keep SatisfiedHighLowSatisfy needs, don't overwhelm
Keep InformedLowHighRegular updates, use as advocates
MonitorLowLowMinimal effort, basic monitoring

Application to Communication

  • High Power/High Interest: Face-to-face meetings, detailed reports, involvement in decisions
  • High Power/Low Interest: Executive summaries, milestone updates only
  • Low Power/High Interest: Regular newsletters, open forums, feedback sessions
  • Low Power/Low Interest: Standard project communications, as needed

Building Trust with Stakeholders

Trust is the foundation of effective stakeholder collaboration. Without trust, even well-designed engagement strategies fail.

Trust-Building Principles

PrincipleApplication
TransparencyShare information openly, including challenges
ConsistencyBehave predictably, follow established processes
ReliabilityFollow through on every commitment made
CompetenceDemonstrate knowledge and capability
IntegrityAct ethically, align words with actions
ResponsivenessAddress concerns promptly and thoroughly

When Trust is Damaged

To rebuild trust:

  1. Acknowledge the breach openly
  2. Accept responsibility (don't blame others)
  3. Explain what happened and why
  4. Describe corrective actions taken
  5. Demonstrate changed behavior over time

Needs Alignment

Successful collaboration requires understanding and aligning diverse stakeholder needs:

Identifying Needs

Use multiple techniques:

  • Interviews - One-on-one conversations for depth
  • Focus groups - Group discussions for diverse perspectives
  • Surveys - Broad input from many stakeholders
  • Observation - Watching actual work and challenges
  • Document analysis - Review existing materials and history

Common Stakeholder Needs

Stakeholder TypeTypical Needs
ExecutivesROI, strategic alignment, risk mitigation
Functional ManagersResource impact, operational continuity
Team MembersClear direction, growth opportunities
CustomersQuality, timeliness, value
RegulatorsCompliance, documentation

Balancing Competing Needs

When stakeholder needs conflict:

  1. Prioritize based on project objectives
  2. Seek creative solutions that address multiple needs
  3. Facilitate discussions between conflicting parties
  4. Escalate appropriately when resolution isn't possible
  5. Document decisions and rationale transparently

Communication Strategies

Effective communication is tailored to each stakeholder:

Communication Planning Elements

ElementConsiderations
WhatContent, level of detail, format
WhoSender, recipient, copied parties
WhenFrequency, timing, triggers
HowChannel (email, meeting, report, etc.)
WhyPurpose, expected outcome

Channel Selection

ChannelBest For
Face-to-faceComplex issues, relationship building, sensitive topics
Video conferenceRemote teams, visual information sharing
Phone/audioQuick decisions, clarifications
EmailDocumentation, non-urgent information
Written reportsFormal updates, complex data
Collaboration toolsOngoing dialogue, document sharing

Stakeholder Engagement Throughout the Project

Engagement is not a one-time activity - it evolves through project phases:

Initiation

  • Identify stakeholders broadly
  • Conduct initial analysis
  • Establish relationships

Planning

  • Develop detailed engagement strategies
  • Create communication management plan
  • Set engagement expectations

Execution

  • Implement engagement activities
  • Manage relationships actively
  • Address concerns as they arise

Monitoring & Controlling

  • Reassess engagement levels
  • Adjust strategies as needed
  • Track engagement effectiveness

Closing

  • Acknowledge contributions
  • Conduct lessons learned
  • Transition relationships appropriately

Overcoming Engagement Challenges

ChallengeSolution
Stakeholder resistanceAddress underlying concerns, involve in decisions
Lack of availabilityFlexible scheduling, asynchronous communication
Conflicting prioritiesPrioritization frameworks, executive alignment
Communication barriersMultiple channels, translated materials
Trust deficitTransparency, consistent follow-through

Key Takeaways

  • Use the Stakeholder Engagement Assessment Matrix to track current vs. desired engagement
  • Apply the Power/Interest Grid to prioritize engagement efforts
  • Build trust through transparency, reliability, and responsiveness
  • Tailor communication strategies to stakeholder needs and preferences
  • Reassess engagement continuously throughout the project lifecycle
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Stakeholder Power/Interest Grid
Stakeholder Engagement Levels (Desired Progression)
Test Your Knowledge

In the Stakeholder Engagement Assessment Matrix, a stakeholder marked with "C" under Resistant and "D" under Supportive indicates:

A
B
C
D
Test Your Knowledge

According to the Power/Interest Grid, how should a project manager handle a stakeholder with HIGH power but LOW interest?

A
B
C
D
Test Your Knowledge

Which approach is MOST effective for building trust with a stakeholder who is resistant to the project?

A
B
C
D
Up Next

3.3 Building Shared Understanding

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