Stakeholder Engagement: A Good Practice Handbook for Companies Doing Business in Emerging Markets
This handbook from the International Finance Corporation was created to support company engagement with stakeholder groups "external" to core operations, such as affected communities, local government authorities, and other affected parties. It is divided into two parts: key concepts and principles of stakeholder engagement, and integrating this engagement with the project cycle. In the first part is a useful section on grievance management, which highlights key insights and offers practical advice on managing and resolving dissatisfaction and disputes. This section may be of help to project managers who want to take a proactive approach to preventing grievances from arising and to effectively and equitably resolving them when they emerge.