Practical tips for working with external stakeholders

Listen First and Take Notes

Start by actively listening to stakeholders to understand their goals, priorities, and concerns. Taking detailed notes during meetings will help you retain information and show stakeholders that you value their input. Listening first helps you clarify their expectations before jumping into technical solutions.
Ask Clarifying Questions

Don’t be afraid to ask questions if something isn’t clear. External stakeholders may not be familiar with technical jargon, and assumptions can lead to misunderstandings. Asking questions like “Could you elaborate on that?” or “What does success look like for you?” helps you gather specifics and ensure you’re on the same page.
Simplify Your Language

Explain your ideas and solutions in clear, non-technical language. Focus on the purpose and benefits rather than the technical details unless they ask for specifics. For example, instead of saying, “We’ll implement an API with an MVC framework,” say, “We’ll create a system that lets your team retrieve and update data easily.” Simplified language keeps communication clear and builds trust.
Clarify Timelines and Set Realistic Expectations

When discussing project timelines, be realistic about what can be achieved within a given timeframe. Avoid over-promising, as this can lead to disappointment and pressure. Instead, explain any technical constraints or dependencies that might impact delivery, so stakeholders understand what’s involved.
Be Proactive with Updates

Regularly update stakeholders on progress, even if there hasn’t been much change since the last update. Proactive communication shows accountability and builds confidence. If you hit a roadblock, let them know early, along with your plan to resolve it. Frequent updates help stakeholders feel involved and informed.
Prepare for Meetings

Before each meeting with stakeholders, review their previous feedback, prepare any updates, and know what questions you may need answered. Being well-prepared shows professionalism and respect for their time. It also allows you to address their concerns more effectively and keeps meetings focused.
Acknowledge Feedback and Be Open to Suggestions

Even if you don’t agree with a suggestion or feedback from a stakeholder, acknowledge it respectfully. Say things like, “That’s an interesting perspective; let me explore how we might integrate that.” Showing openness and considering their ideas helps maintain a collaborative relationship and often leads to a more refined solution.
Document Decisions and Action Items

After each meeting, summarise the key points, decisions, and action items in a follow-up email or shared document. Documentation ensures there is a clear, agreed-upon record that everyone can refer to, reducing the risk of misinterpretation. It also demonstrates your commitment to accountability and clarity.
Balance Technical Constraints with Stakeholder Goals

If technical limitations or trade-offs arise, explain these in terms of how they impact the stakeholder’s goals. For example, instead of saying, “This feature is too resource-intensive,” explain, “This feature might slow down the system response time. Here are a couple of alternatives that could achieve a similar outcome.” This approach focuses on their objectives while guiding them to realistic solutions.
Be Empathetic and Patient

Recognise that stakeholders may not have a technical background and could find certain aspects challenging to grasp. Approach interactions with empathy and patience. When a stakeholder seems frustrated or uncertain, remember that this is often due to the complexity of the project rather than your work. Showing understanding will strengthen the relationship and make communication easier.