How to Win Over a Difficult Customer
Business analysts are often placed on the "front line" when it comes to dealing with difficult customers. Stakeholders who are unhappy with the results of previous software projects may create obstacles for an analyst trying to obtain information or confirm the requirements for a new system. In order to reach its performance potential, a BA must be able to develop a good relationship even with the most difficult of customers.
In this talk you will learn how to apply the three principles that can help you develop a trusting and positive relationship with the business community, and ensure that all your stakeholders become responsive to your requests for information and provide feedback for your analysis work.
Learning Objectives: 1. Identify the three principles that must be followed when dealing with a difficult customer. 2. Apply proven techniques to convince both sides of minds (the rational and emotional sides) and get a positive reaction from stakeholders even in the face of negative news. 3. Use effective communication practices to transform difficult customers into partners ready to contribute to the achievement of project objectives.
Presenter Adriana Beal is a native of Brazil living in the U.S. since 2004. For the past 15 years she has been leading requirements discovery efforts and software process improvement initiatives for a diverse client base that includes IT, telecom, and major US institutions. Adriana specializes in business analysis of complex software systems, and frequently uses hybrid software development approaches that combine agile and traditional practices to ensure the products strategic alignment to the business need. She has two technical books published in Brazil, and work internationally published by IEEE and IGI Global. Her educational background includes a B.S. in Electrical Engineering and an MBA with emphasis on strategic management of information.
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