Comment pouvez-vous travailler efficacement avec des parties prenantes difficiles en tant que Vendor Manager ?

Understand - Actively listen to the stakeholder. Earn the right to be heard. Listen to their heart as well as their head. Observe and note body language Reflect - Reiterate as accurately as you can their position. Empathise with their argument Explain - "Thank you for helping me understand your position. Let me make mine clear and I think we might find we are not so far apart." Have clarity in your own mind on what are your non-negotiables Negotiate - Seek 'Win-win' or 'No deal' Influence - demonstrate what benefits there are for that stakeholder Prepare - prior to vendor engagement agree what points are negotiable / non-negotiable and what is the best ‘fall-back position’ Make the 'Ask' - Identify the opportunity to ‘close’ the stakeholder

Effectively managing difficult stakeholders involves a strategic approach: Understand Vendor Intent: Clarify the vendor's intentions and commitment. Ensure alignment with our organization's goals and priorities. Data-Driven Communication: Document all interactions in written form. Avoid verbal communication and maintain transparency by involving multiple stakeholders, including top management, in written exchanges. Regular Meetings: Conduct monthly one-on-one meetings with both parties. Discuss past issues, solutions, and corrective actions. Plan upcoming schedules to establish trust and enhance overall process efficiency. By following these steps, we can navigate challenging stakeholder relationships and ensure smooth operations.

In the role of a Vendor Manager, building strong relationships with stakeholders is paramount. Prioritizing the development of positive and professional connections forms the bedrock for fruitful, long-term collaborations. By creating a win-win scenario for all stakeholders, you can ensure that everyone's interests are met. In case of conflict, sitting across the table and engaging in open discussions about issues and potential solutions demonstrates a commitment to resolving challenges and nurturing a harmonious working environment where everyone can thrive.

First is to understand - What makes them difficult? If is very unique or just in general difficult. May be the hearing or active listening should start from there. Sometime with thorough listening and catching the right words solves some amount of a problem. With active listening, if the pain area why the stakeholder is referred to a difficult stakeholder is understood, majority of the problem would also get sorted. Next steps will be ensure that pain area is taken care of in every step without compromising on our quality and ethics.

It’s also important to consider the risk of information scatter across too many channels. A centralized communication platform or a regularly updated shared document can streamline the process, ensuring that information is not only accessible but also organized and easy to find. This approach can reduce confusion and save time, leading to more efficient stakeholder engagement.

Communication is the key. It can be difficult task to master. You have to know how and as well as when to ask questions. Sometimes it requires a private conversation or request for assistance. Another major factor is making sure that all parties are aware of and are adhering to policies and procedures. Dealing with stakeholders who aren’t aware of, or don’t think the rules don’t apply to them is a difficulty that all Vendor and Procurement professionals have to be able to deal with. Don’t take it personally. Deal with it in a respectful and professional manner.

To manage difficult stakeholders, build rapport and understand their needs. Communicate proactively and regularly to set expectations and manage issues. Be flexible and willing to compromise. Escalate conflicts if needed.

Follow DTH (Discipline, Trust,Honesty)to manage difficult vendors. Create more visibility to reduce variability. Always be proactive rather reactive.

From my experience, I was able to successfully negotiate with difficult stakeholders by carrying out thorough preparation. Finding common interests, active listening and transparent communication were crucial. By looking for win-win solutions and being willing to be flexible, I was able to achieve positive negotiation results. Controlling emotions, clear timeframes and preparing for possible renegotiations were also important factors. Overall, successful negotiation is based on a balanced mix of communication, understanding and flexibility.

In the past, I was in charge of managing a vendor while my internal colleagues (a network of 50+) all had development requests that I needed to negotiate into the roadmap with this vendor. I introduced all my stakeholders to the concept of t-shirt sizing (a ranking system where asks are evaluate based on 1) business value and 2) effort to complete. The result is a score anywhere from -15 to +15). After coaching my colleagues into thinking about their asks in terms of business value, I noticed a dramatic difference in their willingness to work together and consider what was best for the overall business and not just their individual team. My vendor was so pleased with how I managed to turn a difficult client into a stronger partnership.

Balancing Conflicting Demands: 1. Understand Stakeholder Needs 2. Common Ground: Effective Negotiation Strategies: 1. Open Communication: 2. Creative Problem-Solving Compromise and Mutual Agreement: 1. Flexibility 2. Mutual Benefits Respecting Opinions and Assertiveness: 1. Respectful Engagement 2. Assertive Communication Importance of Negotiation: • Maintaining Relationships • Conflict Resolution: • Optimal Solutions Ethical Considerations: • Transparency • Fairness

The best approach in these situations is to first ensure you are not operating from a position of compromised bias. You as the vendor relationship manager are going to be personally invested more than your stakeholders. Ensure your position comes from a place of proven analysis and not emotional conjecture. It can be difficult to manage this but remember the ultimate goal is success and to deliver as promised. It’s not a reflection of you if something out of your control is not meeting expectations. Clear communication on next steps and ways to resolve the issue at hand will always go a long way in deescalating the situation. Stakeholders want to know the impact of an issue and how it’s going to be resolved and when.

Prioritize stakeholders: Identify stakeholders based on their influence and interest in your business. Communicate with stakeholders: Communicate with each stakeholder in the right way. Actively engage stakeholders: Engage with stakeholders even when there isn't a need. Build trust: Be open and honest. Stakeholder engagement: Collaborate with stakeholders to align on goals, communicate better, and improve project outcomes. Have a shared understanding of goals: Be open about conflicts and work towards resolving them.

Difficult Stakeholders are known as Professionals. They're not here to build any personal relationship. Honor your words and commitments. Build boundaries. Document the communications. Keep feedback on record. Don't give false information, promises and hope. Be upfront and inform about any issues with the best possible solution. Don't be afraid. Leave your heart at home. If your stakeholder is a Moron then nothing is gonna work. Walk away and find a better one, or compromise until you find a better one.

Ask questions Then ask some more. Rinse and repeat until you start to feel like the problems needing to be solved are your own. Then over communicate. Share everything. Not as a barrage of comms but through preferred source spaces. Give partners a place to engage with as little or as much content as they’d like with total transparency. This builds trust, the antidote to friction.

Difficult stakeholders are the one you can learn from them how to be more professional in vendor management. You have to set regular meeting schedules frequently to discus the progress and the requirements, with full documentation this will build up the relationship and increase the credibility