Term
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Definition
stakeholder
manager / employees
connected
shareholders
customers
suppliers & distributors
external
government and agencies
interest groups
professional bodies / unions
community / wider society
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Term
| managers / employees interest |
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Definition
survival / growth of employer
task / personal goals |
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Term
| manager / employees influence |
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Definition
formal authority
control over resource / skills |
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Term
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Definition
| financial performance of firm |
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Term
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Definition
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Term
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Definition
satisfaction of expectations
safe products, ethical dealings |
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Term
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Definition
power to boycott / switch
legal remedies |
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Term
| suppliers & distributors interest |
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Definition
reliable revenue stream
information / feedback support
mutually beneficial relationship |
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Term
| suppliers & distributors influence |
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Definition
control strategic resources
expertise (eg subcontractor)
strategy implementation |
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Term
| government and agencies interest |
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Definition
economic activity, tax revenue
reports and returns |
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Term
| government and agencies influence |
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Definition
power to legislate / regulate
strategy (eg public sector)
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Term
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Definition
awareness of cause / issues
protection of rights |
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Term
| interest groups influence |
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Definition
power to lobby, boycott,
generate publicity |
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Term
| professional bodies / unions interest |
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Definition
protection of rights of members
promoting standards / ethics |
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Term
| professional bodies / unions influence |
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Definition
control over members
advisory / consultative |
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Term
| community / wider society interests |
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Definition
employment and amenities
provision of goods / services
social responsibility |
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Term
| community / wider society influence |
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Definition
influence government policy
potential customers
control over resources |
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Term
|
Definition
identify stakeholder
assess stakeholder assess stakeholder
power / influence interest
map stakeholder
management strategies
assess key stakeholder goals
stakeholder planning: how to negotiate mutual goal fulfilment? |
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Term
| Why manage stakeholder expectations? |
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Definition
gain expert input to plans
easier collaboration (ownership ans support for agreed plans)
mobilise power and resources
plan to minimise resistance |
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Term
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Definition
what messages?
What benefits can be promoted? |
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Term
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Definition
communication?
supporter engagement / motivation? |
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Term
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Definition
how to raise potential issues / problems?
What consultation / involvement to minimise impacts / resistance? |
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Term
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Definition
| What behaviours / responses might indicate resistance or lack of commitment? |
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Term
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Definition
interpersonal influencing techniques
potential for ongoing business (or threat of non-renewal / withdrawal)
competitive pressure (eg to meet price / non-price criteria)
commercial / operational incentives to integrate / adapt systems and procedures > greater dependency
offer of approved / preferred supplier status, accreditation, acknowledgement
incentive / penalty clauses
purchase contracts and service level agreements |
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Term
| influencing suppliers - key influencing tactics |
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Definition
exchange (but NB: commercial relationship of mutual benefit: not personal inducements to influence decisions!)
consultation (especially in collaborative / partnership relationships) |
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Term
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Definition
interpersonal influencing techniques
competitive or differential pricing strategies
competitive and differentiated product / service / brand offerings
ease of availability and quality of serviceexperience (eg e-commerce, self-service, service-enhanced, customer care)
sales / trade promotions and other purchase incentives
personal selling (particularly b2b)
advertising, PR and corporate / brand identity |
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Term
| influencing customers - key influencing tactics |
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Definition
rational persuasion (eg product / price comparison)
inspirational appeal (value-laden branding)
consultation (seeking customer feedback)
ingratiation (relationship marketing)
exchange (sales promotions) |
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