Stateholder Relationship Management (Written by John Mitchell)

It is no exaggeration to say that the ability of organisations, whether public or private, to operate within our society depends not only on their success in wealth creation or, for the public sector, achievement in the delivery of Government policy, but also on their capacity to meet the expectations of a diverse and often changing group of constituents who contribute to their existence and success. These constituencies and interests are the organisation’s stakeholders. All organisations must, as a consequence, be engaged in utilizing resources to create benefits for all its stakeholders now and into the future.

That said, what we have found in practice is somewhat different. Organisations recognise that they often have a quite enormous group of stakeholders but when tested will generally admit to only addressing the needs of a small number. They talk about those stakeholder groups who are a priority at that time, those who have the ability to negatively impact on the organisation, those that are the proverbial ‘squeaky wheel, and those that they simply can’t ignore. When the conversation turns to stakeholder relationship management organisations will often give a quick assurance that they have CRM software up and running. Unfortunately, having the software is not the same as managing the issue!

At this stage some definitions may be helpful. Stakeholders may be defined as “any group or individual who can affect or is affected by the achievement of the organization’s objective.” Building on this, stakeholder relationship management is not software, long lunches or … Continue reading

Q&A: An Interview with Michael Fox

1. Describe your personality.

I am a fairly calm person and am interested in the world around me (in organizations, politics, the arts) as well as what is happening on the inside for me. I enjoy being with people and working on projects with others, particularly if I think that the project is inherently worthwhile. In recent years I have been one of the tutors for the Living Philosophy course that Integral Institute Australasia runs and I have enjoyed teaching and sharing with others about living more in the moment and letting go of the endless chatter that so easily fills my mind and that of others.

2. What are your strengths as a Consultant?

In recent years I have spent much of my work as a consultant undertaking surveys with quite a variety of organisations. My strengths as a consultant in this arena include being able to structure surveys so that they meet the needs of the specific organization and to work with my organisational contacts to ensure that the process goes smoothly. I particularly enjoy working with management groups in helping them to understand the feedback that they are receiving from their employees and to find creative ways of responding to the issues that the survey results raise. I find that I can often facilitate productive discussions on sensitive issues without people taking offense.

3. What’s your most memorable workshop you’ve conducted and why?

One of the workshops that I facilitated this year sticks in my mind because … Continue reading