MULTIPLE STAKEHOLDER MANAGEMENT, CURRENT PROCESS

REVIEW & OTHER STAKEHOLDER PROCESSES

PRESENTER: SAMSPON EWUZIE

CONTENT

• WHO IS A STAKEHOLDER
• GROUPS OF STAKEHOLDERS
• STAKEHOLDER MANAGEMENT PROCESS
• DEALING WITH MULTIPLE STAKEHOLDERS
• CHALLENGES OF DEALING WITH MULTIPLE STAKEHOLDERS
• HOW TO HANDLE DIFFICULT STAKEHOLDERS
• CURRENT RPU PROCESS REVIEW & OTHER STAKEHOLDER
PROCESSES
• LESSONS LEARNT
• NEXT STEPS
WHO IS A STAKEHOLDER

People or entities who are influenced or can be influenced by the

actions of a business.

People who will determine the success or failure of what you are
trying to achieve.
Categories of Stakeholders
External Stakeholders – Those
who are outside of the company
that is impacted by the
decisions and performance of
the organization. E.g. Customers,
governmental agencies (NERC,
NEMSA,NESI), and the society
as a whole.
Internal Stakeholders-
Everyone inside of the
company like employees,
owners, the board of
directors (EMT), managers,
and investors. These are
known as the primary
stakeholders.
Stakeholder Management Process

Identif
y

Analyz
e

Plan

Act

Review
Stakeholder Management Process
• Identify who your stakeholders are, and what your goals are for
engaging with them
• Analyze – Prioritize your interactions with them and allocate your
resources accordingly.
• Plan –draw a plan for engaging and communicating with your
stakeholders. This involves setting out the messages you will give, the
approaches you will take, who tackles each assignment and when, and
how you will measure and handle the feedback you get.
• Act –Seek to harness their insights and influence their attitudes. Where
you encounter resistance , you will need to handle this positively in
order to remove it where possible
• Review – Constantly monitor the outcomes of your communications
with stakeholders and reassess your plan where necessary. Always see
the big picture.
Dealing with Multiple Stakeholders

Plan –identification of your

various stakeholders and the
ways each is affected by your
business.

Maintaining Ethical Standards –

Your ethics and business
practices. Customers expect you
to treat them fairly, honestly and
with transparency in
communicating with them

Communicate – Regular
telephone, in-person, and e-mail
communications helps in
maintaining trust and valuable
partnership.
RPU Challenges of Multiple Stakeholder
Management

No
Lack of
approved Resource Difficult
visibility of Leadership Imposition
standard allocation stakeholder
RPU Tussle of interests
operating and control s emerge
operations
procedures

8
How to Handle Difficult Stakeholders

Accept their
authority, don’t
fight.
Tailor your Remove
communicati negative
on emotion

Understand
Make them
their
feel good
negativity

Be tactful and Ask for advise

honest and listen.
Current RPU Process Review & Other Stakeholder
Processes

Service
Orders

Disconn
ection
Reviews

Fraud RPU
Manage Back
ment Office
Paymen
ts Back
reconcili billing
ations
Field
Inspecti NERC
Forum Reports
ons
Lessons Learnt

• The most successful people in business –as in life- are those who
can influence and manage others.
• In a workplace , managing stakeholder relationships means dealing
with peers, superiors, subordinates, business partners, and
customers
• Effective stakeholder relationship actually make a real difference on
the outcomes of your work and the organization. However, even in
the best-managed relationship there are still common problems that
can occur.
• The way we engage with both internal and external stakeholders
spells the success or failure of our business.
Next Steps

The success of the unending activity of revenue protection, which is

crucial to the lifespan of our organization hinges on our ability to
systematically manage the multiple stakeholders we relate with. By
developing better relationships and improving visibility of our activities
through simpler methods of communication. Always remember to do
the following:
• Create a plan – identify your stakeholders.
• Maintain ethical standards in dealing with your stakeholders eg. Do
not discriminate in dealing with customers.
• Ensure Effective communication –plan for the communication
requirements of each stakeholder.
Thanks for listening