How do you communicate with stakeholders when there are changes or delays in service delivery?

2 Choose the communication method

When deciding the most appropriate communication method for each stakeholder group, you should take into account factors such as the urgency and complexity of the message, the availability and preference of the stakeholders, the relationship and trust level with them, as well as the potential risks and benefits of the communication. Phone calls, emails, letters, meetings, or reports may be used depending on the situation.

3 Explain the reasons and impacts

The third step is to explain the reasons and impacts of the changes or delays in service delivery. You need to be clear, honest, and respectful when communicating the information. You need to avoid blaming, minimizing, or hiding the facts, and instead focus on the facts, causes, and consequences. You need to acknowledge the stakeholders' feelings and expectations, and empathize with their frustrations or disappointments. You also need to highlight the benefits or opportunities of the changes or delays, if any.

4 Provide the alternatives and solutions

The fourth step is to provide the alternatives and solutions for the changes or delays in service delivery. You need to demonstrate that you have taken steps to address the situation and prevent further problems. You need to present the options or actions that you have considered or implemented, and explain how they will help to achieve the service goals or objectives. You also need to seek feedback or input from the stakeholders, and involve them in the decision-making process, if possible.

5 Confirm the expectations and commitments

The fifth step is to confirm the expectations and commitments for the changes or delays in service delivery. You need to clarify the roles and responsibilities of each stakeholder group, and agree on the deliverables, timelines, and standards. You need to document the communication and the agreements, and share them with the relevant stakeholders. You also need to follow up and monitor the progress and performance of the service delivery, and communicate any updates or issues as they arise.

6 Manage the conflict and complaints

The sixth step is to manage the conflict and complaints that may arise from the changes or delays in service delivery. You need to be prepared to handle any negative reactions or feedback from the stakeholders, and respond in a professional and respectful manner. You need to listen actively and attentively to the stakeholders' concerns or grievances, and acknowledge their feelings and perspectives. You also need to apologize sincerely and take responsibility for any mistakes or shortcomings, and offer compensation or remediation, if appropriate.