UNIT CMI 509 Assessment Brief: Managing Stakeholder Relationships

Assessment Brief

Managing Stakeholder Relationships

Key Information for Learners

Each task in this assessment brief has been developed to enable you to evidence achievement of the learning outcomes and assessment criteria for CMI 509: Managing Stakeholder Relationships. Each assessment criterion must gain a pass outcome for you to successfully achieve the unit.

Preparation for the Assessment

Read the CMI 509 unit specifications thoroughly as only content related to the achievement of the assessment criteria will be assessed.
Research the topics being assessed using suggested reading/web resources provided on the CMI 509 unit specification or at ManagementDirect. Contact your Centre for clarification if you have a customised site.

If enrolled in the Trailblazer Apprenticeship programme, review the Apprenticeship Standard for Operations/Departmental Manager.
Completing the Assessment Brief

Follow the tasks outlined in the brief, which are clearly referenced to the relevant assessment criteria and indicative content.

Refer to the Assessment Guidance Table at the end of the brief for Pass/Refer requirements.

Evidence must be presented professionally, using business conventions and referencing systems (e.g., Harvard Referencing). Complete the Learner Authenticity statement (an electronic signature is accepted).

Introducing Assessment Brief CMI 509

Good relationships, whether they are with customers, suppliers, partners or staff, are a key contributor to an organisation’s success.  Assessment brief CMI 509 has been designed to enable managers to evidence their knowledge and understanding of how to build stakeholder relationships that are long lasting and sustainable. Assessment focuses on the different types of stakeholder relationships and frameworks for managing these, in addition to the ability to assess the impact of stakeholder engagement on organisational performance.

Assessment Tasks and Word Count

Assessment brief CMI 509 features the following assessment tasks. Further detail is provided against each assessment task within the brief.

Learning Outcomes Covered by Assessment Method    

LO1: Understand the different types and value of stakeholder relationships

AC 1.1 Analyse the types of stakeholder relationships within organisation
AC 1.2 Examine the benefits and challenges for organisations working with different stakeholder groups

LO2: Understand the frameworks for stakeholder management

AC 2.1 Examine the contractual frameworks for stakeholder engagement and management   
AC 2.2 Specify a process for planning stakeholder engagement

LO3: Know how to manage stakeholder relationships 

AC 3.1 Analyse the role of the manager in managing stakeholder relationships    
AC 3.2 Evaluate the use of collaborative working techniques to manage stakeholder relationships
AC 3.3 Discuss methods for managing conflict in stakeholder engagement    

LO4: Know methods for measuring the impact of stakeholder engagement on organisational performance    

AC 4.1 Examine methods for measuring the impact of stakeholder engagement on organisational performance

The Types and Value of Stakeholder Relationships
Understanding the role and value of different types of stakeholders is essential if the stakeholder relationship is to be managed effectively.  The word ‘stakeholder’ can infer a host of people connected to another in a business setting covering internal, external and connected relationships. There are many challenges that occur in managing the stakeholder relationship and sensitivity and understanding is required to address issues in a proactive and professional manner

Task 1

You are required to write a report entitled ‘The complexities of stakeholder relationships’.  The report must include:

An analysis of THREE (3) types of stakeholder relationships which occur within organisations (AC1.1)
An examination of the benefits and challenges for organisations engaging with each of the stakeholder groups identified above. (AC1.2)
Guidance for completion of Task 1

• The report should include sub headings.  You may choose to include tables and diagrams (as appropriate) to support your discussion.
• Your discussion should be underpinned with relevant theoretical principles.
•  You are encouraged to consider the use of well-chosen examples from an organisation you know well or have researched.
• For learners not currently in employment, there is the opportunity to base the response to the task on organisations which work extensively with stakeholders (i.e. charitable organisations, public sector bodies such as an NHS provider or educational provider)
• For learners in work, there is the opportunity to consider the stakeholder relationships which occur in the delivery of a project or in the management of a department, in addition to the role of stakeholders within the organisation.
• Refer to the indicative content for each assessment criteria (AC) outlined in the unit specification).

SCENARIO A

You have been asked to lead a stakeholder group that has been formed to review the services and support given to customers.  It is a challenging remit as there is a likelihood that services will need to be cut or changed.

The group comprises of internal and external stakeholders. This includes two team leaders who are based off-site, a finance officer, an equalities officer, a representative from the senior management team and three customers.  There is also representation from a national consumer group who attend to represent customer interests. 

The review of services and support given to customers must be completed within a six month period. 

Qualitative and quantitative research will need to be undertaken to inform decision making. Given the range of internal and external stakeholders, individual roles and responsibilities will need to be determined, governance of the group established and aims and objectives set. 

 FRAMEWORKS FOR STAKEHOLDER MANAGEMENT

The success of stakeholder relationships is optimised by effective planning.  This begins with a contractual framework for stakeholder engagement which clarifies the roles and responsibilities of different stakeholder groups  to achieve aims and objectives within set parameters.

TASK 2

Basing your response on Scenario A, your own experience of managing stakeholder groups or the management of stakeholder groups in an organisation you know well or have researched:

Write a report entitled ‘Preparation for stakeholder engagement and management’.

To complete the report you are required to:

Using examples examine TWO (2) contractual frameworks used for stakeholder engagement and management (AC2.1)
Specify the process you would use to plan stakeholder engagement (AC2.2)

Guidance for completion of Task 2

1.  The report should include sub headings.  You may choose to include tables and diagrams (as appropriate)
2. You are encouraged to consider the use of well-chosen examples from an organisation you know well or have researched.
3.  Refer to the indicative content for each assessment criteria (AC) outlined in the unit specification.

-> MANAGING STAKEHOLDER RELATIONSHIPS AND MEASURING THEIR IMPACT ON ORGANISATIONAL PERFORMANCE

Managing stakeholder relationships requires planning and insight.  The approach needs to be tailored to meet the needs of the stakeholder groups.  A manager must understand their role in facilitating and leading stakeholder relationships, the use of collaborative working techniques to enable delivery through others and methods for measuring the impact of stakeholder engagement on organisational performance.

TASK 3

Basing your response on Scenario A, your own experience of managing stakeholder groups or on an organisation you know well or have researched:

Write an account which uses examples to propose how stakeholder relationships should be managed.

The account must:

Analyse the role of the manager in managing stakeholder relationships (AC3.1)
Evaluate the use of collaborative working techniques which can be used to manage stakeholder relationships (AC3.2)
Examine methods for measuring the impact of stakeholder engagement on organisational performance (AC4.1)
Guidance for completion of Task 3

• The account should include sub headings.  You may choose to include tables and diagrams (as appropriate).
• Your discussion should be underpinned with relevant theoretical principles.
• You are encouraged to base your response on scenario A or consider the use of well-chosen examples identifying stakeholder groups from an organisation you may have managed, know well or have researched.
• Please refer to the indicative content for each assessment criteria (AC) outlined in the unit specification.

»    MANAGING CONFLICT IN STAKEHOLDER RELATIONSHIPS

It can be challenging managing the expectations of different stakeholder groups. A key role of the manager is to recognise and resolve situations where conflict can arise to ensure the stakeholder relationship can be maintained.

SCENARIO B

You have been managing the stakeholder group for two months and there has been a commitment to a date by all members to fully engage in the process to review customer services. 
Research commissioned to determine how and where changes to customer services could be made has been completed.  To the surprise of the stakeholder group this has included some unexpected results which have caused conflict between group members and in turn with representatives of the organisation.

The customers who are representative of the organisation’s customer base are at loggerheads over the recommendations. 

The last stakeholder meeting became very difficult to manage and needed to be drawn to a close due to the level and nature of conflict between members. This included:

• Claims the changes would contravene regulatory and legal frameworks (i.e. Equality Act 2010)
• Conflicting interests between stakeholders in relation to balancing the profitability and sustainability of services with increasing customer demands
•  The perceived lack of empathy shown by internal stakeholders to external stakeholders and inflexibility to make concessions.

»    TASK 4

Basing your response on Scenario B, your own experience of managing stakeholder groups or on an organisation you know well or have researched:

Write an account which discusses methods for managing conflict in stakeholder engagement (AC3.3).

Guidance for completion of Task 4

• The account should include sub headings.  You may choose to include tables and diagrams (as appropriate).
• You are encouraged to base your response on scenario B or consider the use of well-chosen examples identifying stakeholder groups from an organisation you may have managed, know well or have researched.
•  Refer to the indicative content for each assessment criteria (AC) outlined in the unit specification.