The business analyst should clearly communicate project objectives and attempt to defuse tensions

when there is concern that users may not accept a new product that forces them to change existing

practices. Communication is a key skill for business analysts, as it helps to ensure that stakeholders

understand the purpose, scope, benefits, and risks of the project and the solution. Communication

also helps to manage stakeholder expectations, address their concerns, resolve conflicts, and gain

their support and buy-in for the change. By communicating project objectives and trying to defuse

tensions, the business analyst can demonstrate the value of the new product, explain the rationale

behind the change, listen to the feedback and suggestions of the users, and foster a positive and

collaborative relationship with them. Adhering to the project plan to achieve project objectives is not

sufficient, as it does not address the user resistance or dissatisfaction with the new product. Voicing

user concerns to management and recommending that the project be closed is not advisable, as it

may undermine the project success and waste the resources invested in it. Delaying the application’s

deployment until the conflicts have been resolved is not effective, as it may cause delays, rework, or

scope creep in the project. Reference: PMI Professional in Business Analysis (PMI-PBA)® Examination

Content Outline1, page 9; Business Analysis for Practitioners: A Practice Guide2, page 55.