How to Manage Difficult End Users in Your Project

We’ve already discussed some types of nightmare end users (Nightmare End Users and Learn to Spot These 4 Nightmare Stakeholders), but now it’s time to explore how to manage their behavior. If difficult end users are threatening your project’s success, these six strategies can help keep things on track.

1. Publish the Project’s Objectives and Timeline

Once the project’s scope, objectives, and timeline are approved, publish them in an official document. This serves as a reference point when end users attempt to introduce new objectives mid-project. A formal, documented plan helps reinforce accountability and minimize unnecessary changes.

2. Designate a Point Person for Each User Group

Communication overload can derail a project, especially when multiple users flood the team with complaints or requests. Assigning a single point of contact per end-user group streamlines communication and prevents unnecessary back-and-forth. Chronic complainers are also less likely to raise minor grievances when they know their feedback must go through an intermediary.

3. Provide a Structured Way to Submit Concerns

An uncontrolled feedback system can quickly turn into a free-for-all. Instead, create a structured process—such as pre-printed or online forms—to collect questions, concerns, and requests. This approach ensures that only relevant and actionable issues make their way up the chain rather than fostering unproductive venting sessions.

4. Appoint a High-Ranking Complaint Handler

People are often reluctant to complain to someone high up in the organization unless they have a legitimate concern. By designating a senior-level team member as the complaint-taker, you can discourage trivial complaints while ensuring that serious issues get the attention they deserve.

5. Prevent End Users from Bypassing the Process

In organizations with informal cultures, some end users may attempt to directly influence vendors or contractors instead of going through proper channels. Inform your external partners that they should only take direction from authorized individuals. This ensures vendors follow the project plan rather than responding to unauthorized requests.

6. Escalate When Necessary

If an end user’s actions jeopardize the project, don’t hesitate to escalate the issue. While this should be a last resort, there are times when contacting their supervisor or senior leadership is necessary to prevent disruptions. Your project’s success should never be held hostage by a difficult stakeholder.

Key Takeaways for Managing Difficult End Users

• Document everything: A formal project plan minimizes scope creep.
• Streamline communication: Assign one contact per user group.
• Control feedback channels: Use structured forms for questions and concerns.
• Use strategic complaint management: Assign a senior-level point person.
• Prevent vendor interference: Ensure only authorized personnel make requests.
• Escalate when needed: Don’t let a difficult user derail your project.

By implementing these strategies, you can manage challenging end users effectively, maintain project control, and keep your team focused on delivering results.

PMAlliance uses a team of highly experienced and certified professionals to provide project management consulting, project management training and project office development services.