How do you manage stakeholder expectations when an external dependency fails

Question

When an external dependency fails, it can strain stakeholder relationships. How do you manage their expectations while working to resolve the issue and minimize project impact?

Answer 1

Experience has taught stakeholders that the management of expectations is best served through proactive communication and problem-solving when an external dependency fails. These include:

Open Communication
Let stakeholders know immediately about the problem, what happened, and what might have happened to the project.
Propose a Solution
Share what steps are underway regarding the restoration of the dependency and what their alternative strategies are.
Realistic Expectations
Rethink timeliness or deliverables and set up an updated plan with realistic completion dates.
Regular Updates:
Keep stakeholders abreast of developments and changes in the situation.
Build Trust
Express empathy for their concern and accountability for what has occurred, and demonstrate your commitment to reducing the impact.
Focus on the Big Picture
Highlight the fact that the team is working hard to keep the project aligned with the overall goals, despite this temporary setback.