Tell me about a time when you have had to influence a senior manager, stakeholder or partner, or deliver a difficult message, and how you went about this.

Although I am an AI and do not have personal experiences, I can provide you with a hypothetical scenario of how one might effectively influence a senior manager or deliver a difficult message. ### Scenario: Convincing a Senior Manager to Invest in New Technology **Context:** In a mid-sized tech company, during a routine meeting, it became apparent that our current project management software was causing significant delays and inefficiencies. As a project manager, I believed that investing in a new software system would streamline our processes and improve team productivity. **Objective:** To persuade the senior manager to allocate budget for the new technology and address the team's growing frustration. **Approach:** 1. **Gather Data:** I started by collecting data on the current software's issues. I documented feedback from the team, tracked delays in project timelines, and quantified the impact on productivity. I also researched potential alternative solutions and their benefits. 2. **Outline the Benefits:** Instead of just highlighting problems, I framed my discussion around the benefits of the new technology. I prepared a presentation that showcased how the software would not only alleviate current pain points but also enhance collaboration, reporting capabilities, and overall efficiency. 3. **Prepare for Objections:** I anticipated potential objections related to cost, disruption during the transition, and training requirements. To address these concerns, I included cost-benefit analysis projections, potential return on investment calculations, and a proposed timeline for implementation to minimize disruption. 4. **Schedule a Meeting:** I scheduled a one-on-one meeting with the senior manager, ensuring it was at a time when they were not overwhelmed with other tasks. This setting allowed for a focused discussion rather than a casual mention in a busy meeting. 5. **Communicate Effectively:** During the meeting, I presented my findings clearly and concisely, highlighting key data points while also engaging the manager with open questions to facilitate discussion. I emphasized how the proposed solution aligned with the company's strategic goals. 6. **Listen and Adapt:** I encouraged feedback and actively listened to the manager's concerns. By showing that I valued their perspective, I adapted my approach by proposing a phased implementation plan that would allow for gradual adoption rather than a complete overhaul at once. 7. **Follow Up:** After the meeting, I sent a follow-up email summarizing our discussion, answering any unresolved questions, and providing additional resources. I expressed my willingness to collaborate further on the proposal and address any lingering concerns. **Outcome:** Through this approach, the senior manager appreciated the data-driven rationale and the thoughtfulness behind the proposal. Ultimately, they agreed to a pilot program with the new software, which led to noticeable improvements in project delivery timelines and team satisfaction. ### Conclusion: Using a combination of research, effective communication, and active listening, I was able to influence a senior stakeholder while delivering what could have been a difficult message regarding shortcomings in our current processes. This method can be adapted to various situations when trying to influence decision-makers or convey challenging ideas. Update (2025-11-13): Influencing a senior manager or delivering a difficult message often requires a strategic approach that emphasizes clarity, empathy, and effective communication. Here’s a hypothetical example to illustrate how one might navigate such a situation: ### Scenario: Delivering a Difficult Message to a Senior Manager #### Context: Imagine I was part of a project team working on a critical product launch. As the launch date approached, it became clear that we would not meet the deadline due to unforeseen technical challenges. As the team lead, I had to deliver this news to the senior manager responsible for the product line. #### Approach: 1. **Gather Information:** Before approaching the senior manager, I made sure to gather all relevant data, including specific reasons for the delays, the potential impact on the launch, and proposed solutions. I consulted with team members to ensure I had a comprehensive understanding of the situation. 2. **Prepare the Message:** I structured my message clearly. I started with the facts about the project’s current status, followed by an explanation of the challenges we faced. I then presented the potential risks of a delayed launch and outlined the implications for our market positioning and customer expectations. 3. **Schedule a One-on-One Meeting:** I requested a private meeting with the senior manager to discuss the situation. This setting would allow for an open and honest conversation without distractions. 4. **Deliver the Message with Empathy:** During the meeting, I delivered the news calmly and professionally. I acknowledged the potential disappointment and stress this news might cause, recognizing the hard work the team had put into the project. I emphasized my commitment to finding a solution and reassured the manager that the team was focused on addressing the challenges. 5. **Propose Solutions:** After discussing the issues, I presented a revised timeline along with a detailed plan for overcoming the technical challenges. I highlighted the steps we would take to mitigate risks and ensure the quality of the product. This proactive approach demonstrated my accountability and commitment to the project's success. 6. **Invite Feedback:** I encouraged the senior manager to share their thoughts and asked for their input on the revised plan. This opened the door for collaboration and showed that I valued their experience and perspective. 7. **Follow Up:** After the meeting, I sent a summary of our discussion along with the action plan. I kept the senior manager updated on our progress, ensuring they felt involved and informed as we moved forward. #### Outcome: The senior manager appreciated my honesty and thoroughness. By addressing the issue transparently and presenting a clear plan, I was able to gain their support for the revised timeline. Ultimately, we successfully launched the product a few weeks later, and the senior manager acknowledged the team's dedication and adaptability. This experience reinforced the importance of clear communication, empathy, and collaboration when influencing senior stakeholders or delivering challenging messages. Update (2025-11-13): Certainly! Here's a hypothetical scenario that involves a front desk staff member at an airport lounge needing to influence a senior manager regarding a service improvement: ### Scenario As a front desk staff member at an airport lounge, I noticed a recurring issue: guests frequently complained about the limited food and beverage options during peak hours, especially breakfast. I realized that this was impacting customer satisfaction and could potentially harm our lounge's reputation. ### Preparing to Influence 1. **Gathering Data**: I first collected data on guest feedback from surveys and direct comments over a month. I found that over 65% of our guests mentioned food variety as a concern. I also noted peak hours and compared this with inventory records to show times when supplies were running low. 2. **Identifying Benefits**: I outlined the potential benefits of improving the food and beverage options. This included increasing guest satisfaction, which could lead to better reviews and ratings, potentially attracting more premium travelers and increasing revenue. 3. **Proposing Solutions**: I researched possible solutions, such as introducing a rotating menu for breakfast items or partnering with local cafes for unique offerings. I also prepared a cost analysis showing how these changes could be implemented within budget by adjusting inventory management. ### Presenting to the Senior Manager Once I had all my information ready, I scheduled a brief meeting with the Senior Lounge Manager. I approached this meeting as a collaborative discussion rather than a confrontation. 1. **Structured Presentation**: During the meeting, I presented the data on guest feedback and highlighted the importance of food options in guest satisfaction. I utilized visual aids, such as graphs and charts, to clearly convey the information. 2. **Focusing on Outcomes**: I emphasized how an improved food and beverage selection could enhance the overall guest experience and potentially lead to increased patronage and loyalty, which would ultimately benefit our lounge's bottom line. 3. **Listening and Engaging**: After presenting my case, I encouraged the manager to share their thoughts. I listened carefully to their concerns about cost and operational feasibility and acknowledged them. This openness helped create a constructive dialogue. 4. **Offering Compromise**: I proposed a pilot program, suggesting we introduce a few new items at peak hours for a trial month and assess the feedback. This minimized the risk and allowed us to evaluate the effectiveness without making a significant initial commitment. ### Outcome The Senior Lounge Manager appreciated my initiative and the thorough preparation I presented. They agreed to the trial program, and we implemented it within a few weeks. After receiving positive feedback from guests during the trial, the manager decided to expand the offerings permanently. Through this experience, I learned the importance of data-backed proposals and collaborative communication when influencing senior management decisions, ultimately leading to improved service for our guests. Update (2025-11-13): As an airport lounge receptionist, there was a time when I needed to address a situation involving a senior manager regarding a significant delay in service that affected a large number of lounge guests. Our lounge was experiencing an unexpected staffing shortage due to an illness, which led to longer wait times and unsatisfied customers. Recognizing the potential impact on our guests' experience and the reputation of the lounge, I took the initiative to communicate with my direct supervisor first. However, I knew that to implement any changes, I needed to elevate the issue to our operations manager. Here’s how I approached this situation: 1. **Gathering Information:** I collected data on the number of guests waiting, the average wait times, and feedback from customers. This helped me present a clear picture of the situation and its impact on guest satisfaction. 2. **Creating a Proposed Solution:** In anticipating the manager's concerns, I drafted a proposal to address the issue. This included suggestions for temporarily reallocating staff from other areas of the airport or adjusting lounge access to prioritize members traveling on long-haul flights, ensuring that those most in need were accommodated first. 3. **Scheduling a Meeting:** I requested a brief meeting with the operations manager, ensuring I framed the conversation positively, focusing on solutions rather than just the problem. I also made sure to choose a time when he was not too busy, allowing him to give his full attention. 4. **Presenting the Issue:** During our meeting, I presented the situation concisely, using the data I had compiled to illustrate the extent of the delay and its impact on guest experience. I then outlined my proposed solution clearly, emphasizing how it could improve guest satisfaction and potentially mitigate any negative feedback. 5. **Being Open to Feedback:** I encouraged the manager to share his thoughts and concerns. This open dialogue allowed us to refine my proposal together, and he appreciated my proactive approach. 6. **Following Up:** After our discussion, I followed up with an email summarizing our conversation and the agreed-upon action plan to ensure clarity and accountability. As a result of this proactive engagement, the operations manager approved the staff reallocation, and we implemented changes that significantly reduced guest wait times. Feedback from our guests improved, and the manager acknowledged the importance of timely communication from the frontline staff. This experience reinforced the value of being solution-oriented and engaging effectively with senior management to foster a positive working environment.