According to the PMBOK® Guide (specifically the Manage Stakeholder Engagement process, which is the current terminology for managing stakeholder expectations), the project manager must use various tools to communicate and work with stakeholders to meet their needs and address issues.
In the context of managing expectations, the project manager must select the most effective way to share information. Communication methods (such as meetings, emails, reports, or social media) are classified as a key Tool and Technique. By using the appropriate method defined in the Communications Management Plan, the project manager ensures that stakeholders receive the right information at the right time, which directly manages their expectations of the project ' s progress and outcomes.
A. Stakeholder management strategy: In older versions of the PMBOK® Guide, this was a document. In the current standard, it is integrated into the Stakeholder Engagement Plan, which is an input to this process, not a tool or technique.
C. Issue log: This is a project document used to track and monitor elements under discussion or in dispute. In the Manage Stakeholder Engagement process, the Issue Log is an input (to be reviewed) and an output (to be updated), but it is not a tool or technique used to perform the engagement.
D. Change requests: These are a primary output of this process. When managing stakeholders, their feedback or changing expectations often result in a formal request to modify the project ' s scope, schedule, or cost.
Beyond communication methods, the project manager also relies heavily on Interpersonal and Team Skills (a major Tool and Technique category) including:
Conflict management: To settle disagreements between stakeholders.
Cultural awareness: To bridge gaps in diverse global teams.
Negotiation: To reach an agreement that supports project success.
Observation/Conversation: To stay " in touch " with the hidden needs of the stakeholders.
