Read the extract below and answer ALL the questions that follow.

BSG is a South African consulting and technology company that strives to make an impact towards positive change.

They were contracted to deal with the stakeholder management of a leading global banking group. The group is required

to comply with various regulations and governance requirements. To ensure this, the group published a policy on

sanctions and prohibitions of business activities. BSG was then contracted to achieve compliance with the policy within

the banking group's emerging market operations. During the process, BSG noted that the flow of information between the

stakeholder groups was unclear and that inconsistent information was being disseminated, which resulted in confusion

and misunderstandings. BSG identified stakeholder management as a key factor to address the challenge, and, based on

a stakeholder analysis, compiled a plan to ensure that communication from the South African team to stakeholders is

delivered regularly, accurately and consistently. Meetings were held with key stakeholders, and face$-$to$-$face interactions

with stakeholders were identified as pivotal relationship$-$building activities, allowing the team to establish relationships

with the people who are ultimately impacted by the changes introduced. The intimate knowledge these stakeholders had

of the business, its constraints and challenges and the operating environment was crucial$-$not only in designing an

effective solution, but also in obtaining commitment and buy$-$in to the change from the business users. Effective

relationships in the business areas enabled BSG to gather specific information regarding systems, processes, constraints

and challenges in each country and ensured a team of committed individuals in each country, which played a major role

in translating the high$-$level requirements into effective business activities.

Through the creation of a sound communication plan, which defined stakeholders in terms of their responsibilities and

expectations, taking into account communication requirements and constraints, the programme team was able to

effectively manage the expectations of key stakeholders. Through regular and consistent communications, expectations,

risks and delivery were all successfully managed. BSG thus executed their task by grouping together communications

and requirements. Without such stakeholder management$-$in which communication played a key role$-$the overall

objectives of the sanctions programme would not have been met.

Source: Business Communication Second Edition $2020$

Content Editor: Middleton $2020$

QUESTION $1(25$ Marks$)$

$$During the process, BSG noted that the flow of information between the stakeholder groups was unclear,

and that inconsistent information was being disseminated, which resulted in confusion and

misunderstandings$.$

Evaluate this statement in the light of the investigations undertaken by the consulting company.

QUESTION $2(25$ Marks$)$

$$Meetings were held with key stakeholders, and face$-$to$-$face interactions with stakeholders were identified

as pivotal relationship$-$building activities, allowing the team to establish relationships with the people who

are ultimately impacted by the changes introduced$.$

Justify why relationship building activities contributed to a better understanding of the workings of the

company.

QUESTION $3(25$ Marks$)$

$$Through the creation of a sound communication plan, which defined stakeholders in terms of their

responsibilities and expectations, taking into account communication requirements and constraints, the

programme team was able to effectively manage the expectations of key stakeholders$.$

Critically evaluate the $$sound communication plan$$ created by the consulting company.

QUESTION $4(25$ Marks$)$

$$Without such stakeholder management$-$in which communication played a key role$-$the overall objectives of

the sanctions programme would not have been met$.$

Justify the above statement in the light of effective communication techniques used in getting the

stakeholders to work closely to contribute to the positive flow of ideas and information.