Dealing with Angry Stakeholders

Dealing with Angry Stakeholders

🔥NEW These days, many leaders and public relations officers are confronted with frustrated, angry individuals and stakeholders. Some are feeling gloomy, not hopeful about the future, some think the "world is rigged" and they are being treated unfairly, and some believe in an us-versus-them ideology. Sometimes this kind of thinking patterns are deliberately fueled by other, unscrupulous leaders for their own gain.

How to manage situations of stakeholder outrage?
Prof. Ramanna recommends a useful framework for managing this kind of stakeholder outrage consisting of five steps:

1. TURN DOWN THE TEMPERATURE
   - Acknowledge the clinical bases of outrage.
   - Establish shared processes for debate.
   - Allow time for reflection.
2. ANALYZE THE OUTRAGE
   - Analyze the causes.
   - Analyze catalysators (driving forces, people, events).
3. SHAPE AND BOUND (NARROW DOWN) YOUR RESPONSES
   - Consider your responsibility, vulnerability, corporate reputation.
   - Shift expectations.
4. UNDERSTAND YOUR POWER TO MOBILIZE OTHERS. Use various forms of stakeholder power mapping to assess power positions, both now and in the future.
5. RENEW RESILIENCE. Increase your ability to recover from negative events. Both organizational resilience and personal, as a leader.

⇨ What do you think of this framework? Any other tips for dealing with angry stakeholders?
Source: Ramanna K., "Managing in the Age of Outrage", HBR Jan-Feb 2023, pp. 96-107

		Comments Sort by date Sort by rating Rating
		2 Francois Laenen Manager, Syria
	Dealing with Angry Stakeholders. Communicate No need to argue, just address clearly that the Root Cause will be analyzed by the correct team and ... Sign up

		1 puasansern,tawipan Teacher, Thailand
	Dealing with Angry Partners or Stakeholders Have a peaceful mind and remain calm and silent. This can make you win in any situation from angry p... Sign up

		1 Anonymous
	Angry Stakeholders? Use Lots of Time Bring a lot of time in the process. Delay any decision-making. Time heals all wounds. Or at least mo... Sign up

		5 Jaap de Jonge Editor, Netherlands
	Listen to & Acknowledge Heated Stakeholders First Thanks for sharing your ideas. I agree the first mentioned step when dealing with angry stakeholders... Sign up