One subtle yet significant challenge a project manager will encounter is the silent stakeholder. How big of an issue this is depends on what their role is on the particular project. Having a rough RACI will help you work that out.
A common scenario: You’re making headway and nearing a crucial decision point. You reach out to the key stakeholders for their input, aiming to finalise the decision required. But instead of the anticipated feedback, you’re met with silence. No indications – positive or negative.
Decoding the Silence
Several reasons might lie behind a stakeholder’s silence. Do they have all the information needed to understand the decision in front of them? We’re you clear that a decision was required from them? Are they waiting to see what someone else replies first?
As the project manager, you need to decode this ambiguity and then act accordingly.
Keep your eyes open though for anyone trying to evade collective decision-making responsibility. They’ll hide, hoping no-one notices. If things go wrong later on, they get to say ‘I didn’t agree to that!’. Be careful of these people. Ensure they remain visible and accountable.
The ‘Silence is Acceptance’ Approach
In decision-making, silence can’t be brushed off as passive indifference. You have to address it. You must find a way to elicit necessary decisions – challenging the comfort of silence some stakeholders might prefer.
I’m a big fan of the ‘Silence is Acceptance’ approach. It has worked for me successfully and consistently. With it, stakeholders can challenge, dissent, suggest alternatives, resist proposals, or request more details. However, they can’t remain disengaged.
In essence its, ‘Speak now, or forever hold your peace!’. Well not forever. But you make it clear that they have the chance to speak up or their silence will be taken as agreement.
Setting Clear Expectations
The crux lies in being explicit about the ground rules up front.
- Explicit Communication: When you reach a decision point, stress that all stakeholders have a golden opportunity to voice concerns, disagreements, or suggestions.
- Implications of Silence: Clearly state that if no feedback or contrary views are expressed within a set timeframe, you will take their silence as acceptance of the decision on the table.
- Record Keeping: Document all decisions. This ensures mutual understanding and offers a reference for future discussions.
- Post-Decision Feedback Loop: Follow up with stakeholders after the decision to discuss any subsequent insights or concerns. While initial silence indicated consent, continuous alignment remains crucial.
Navigating the Silence
For project managers, interpreting stakeholder silence and addressing it effectively is essential. When adopting the ‘Silence is Acceptance’ tactic, clarity about its principles from the outset is paramount. The ultimate aim is to keep all stakeholders aligned and engaged. As with many facets of project management, transparent and consistent communication is the cornerstone of success.