Stakeholder Analysis & Communication Flashcards
7 cards from real CPP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Stakeholder Analysis & Communication flashcards as text
A process improvement team discovers that a key department head is actively spreading negative rumors about the initiative. According to stakeholder management best practices, what is the FIRST action the team should take?
Answer: Schedule a one-on-one meeting to understand the department head's concerns
Direct engagement to understand underlying concerns is the first step before escalating or taking corrective action.
Which stakeholder communication model distinguishes between information that must be 'pushed' to stakeholders versus information they must 'pull' themselves?
Answer: Push-Pull communication framework
The Push-Pull communication framework categorizes methods by whether information is actively sent (push) or made available for stakeholders to retrieve (pull).
In CPP methodology, a 'latent stakeholder' is best described as someone who:
Answer: Is unaware of how the process change will affect them
Latent stakeholders are those whose stake exists but who are not yet aware of their connection to the process or its changes.
A communication plan for a large-scale process redesign project should be reviewed and updated:
Answer: Whenever significant stakeholder changes or project milestones occur
Communication plans are living documents that must be updated whenever the stakeholder landscape or project context changes significantly.
Which technique is most effective for identifying hidden stakeholders who may be impacted by a process change but are not obviously connected to it?
Answer: Snowball stakeholder identification using existing contacts
Snowball identification leverages known stakeholders to refer others who may be impacted, uncovering hidden connections.
When a process improvement team communicates with a highly technical stakeholder group versus a non-technical executive group, the PRIMARY difference in approach should be:
Answer: Level of technical detail and terminology used
Tailoring the depth of technical content and language to the audience's expertise is the most critical adjustment between these two groups.
A stakeholder who has low power and high interest in a process improvement project should be managed primarily by:
Answer: Keeping them informed and engaged without overwhelming leadership
Low power/high interest stakeholders should be kept informed and satisfied since they care deeply but cannot directly influence the project.