Rebuilding Trust: Getting Projects Back on Track After Backlash
The path forward can seem daunting when planning or strategies spark stakeholder outrage—be it over a climbing area closure, a proposed dog park, a new transmission line, or an unexpected substation. However, rebuilding trust and refocusing on outcomes is never too late.
“Secrecy over cultural heritage bans on rock climbing sparks outrage” The Australian
“Thousands sign petition against Mt Arapiles climbing, camping ban” Hearld Sun
“The clean energy super highway has hit a roadblock. Here’s why”
“Supreme Court challenge to VNI West, Western Renewables Link orders by energy minister rejected”
This blog outlines practical steps for governments, councils, and project managers to course-correct after a consultation misstep. By re-engaging communities with transparency and respect, you can mitigate risks, restore relationships, and drive your project to success.
Recognising the Fallout
Backlash often stems from feelings of exclusion, distrust, or lack of transparency. Ignoring this damage can lead to escalating conflict, prolonged delays, and reputational harm.
Take, for instance, the Mount Arapiles climbing ban or the transmission line projects. Both were hindered by poor perceived initial engagement by certain groups that would be impacted by the decisions, leaving decision-makers scrambling to manage resistance and avoid further fallout.
Key challenges include
- Mistrust: A belief that decisions were made without genuine stakeholder input.
- Escalation: Stakeholders resort to protests, legal challenges, or public campaigns.
- Polarisation: Divisions deepen, making consensus harder to achieve.
When faced with public backlash, you’re in a crisis of trust. The stakes include;
- Credibility: Losing public confidence in your ability to act fairly or effectively.
- Momentum: Delays that increase costs and risk project viability.
- Reputation: Damage that can linger long after the project is complete.
Strategies to Get Back on Track
When a project faces backlash, effective re-engagement is critical to rebuilding trust and momentum. Here are consolidated strategies to regain stakeholder confidence and ensure meaningful progress:
Transparency begins with admitting past mistakes. Publicly acknowledge where the process fell short and commit to addressing concerns. A genuine apology can significantly rebuild credibility.
Example: Northern Grampians Shire reset its approach after community backlash over a proposed early years centre. By acknowledging that certain locations were off the table and forming a reference group, they regained trust and brought the project back on track.
Re-establish dialogue through accessible and inclusive channels.
- Host town hall meetings or forums to explain decisions and gather feedback.
- Use online surveys to engage a broader audience.
- Facilitate one-on-one discussions with key stakeholders to address specific concerns.
- Case Study: The Yarra Energy Foundation reshaped its battery program based on community input, turning scepticism into support.
Set a clear roadmap for how stakeholder input will shape decisions. This builds confidence in the process.
- Provide regular updates via newsletters or public dashboards to maintain transparency.
- Establish stakeholder reference groups to ensure diverse voices are included in refining plans.
- Use independent facilitators to mediate discussions and ensure impartiality.
Shape
Show stakeholders their feedback matters by making tangible changes to plans where feasible.
- Use a “You Said, We Did” approach to visibly link feedback to adjustments in the project.
- Be transparent about constraints. If a proposed change isn’t possible, explain the reasons clearly and respectfully.
Stakeholders need to see progress, not just promises.
- Highlight quick wins or implement mitigation measures that show immediate benefits.
- For instance, accelerate conservation efforts if environmental concerns are raised.
- Publish updated impact studies to demonstrate responsiveness.
Incorporate respected community members into decision-making processes to amplify trust.
- Form advisory panels with local leaders, affected residents, and independent experts to ensure decisions are grounded in local priorities.
- Develop shared community benefits, such as funding local initiatives tied to the project.
Explain not just what decisions are being made but why. Contextualising choices helps stakeholders understand trade-offs and reduces perceptions of arbitrariness.
- Use visual aids and diagrams to simplify complex plans and provide clarity.
- Tailor messaging to stakeholder priorities, showing how decisions align with broader goals.
Measuring Progress and Outcomes
It’s critical to show stakeholders that their input is making a difference. This can include;
- Publishing changes made to plans as a direct result of consultation.
- Demonstrating measurable community benefits, like reduced environmental impact or economic gains.
- Using independent audits or reviews to validate the updated process.
Sustainable Engagement for the Future
To avoid backlash in the first place, embed these practices into your long-term strategy and read this article: When Strategies Fail: Lessons from Closing Climbing Spots to Transmission Lines
Key Takeaways
- Acknowledge mistakes openly and commit to improvement.
- Re-engage stakeholders through meaningful, ongoing consultation.
- Be transparent and adaptable to build trust and legitimacy.
- Measure and communicate progress to maintain momentum and credibility.
Setbacks in stakeholder engagement aren’t the end—they’re an opportunity to improve. By listening, adapting, and committing to transparency, you can transform conflict into collaboration and rebuild the trust needed to deliver impactful, sustainable outcomes.
Is your project facing backlash? Grantus specialises in helping governments and organisations regain control through proven stakeholder engagement strategies. Reach out today to ensure your process is back on track—and trusted by those who matter most.
Simon Coutts
Simon is the CEO and Founder of Grantus, a trusted advisor in strategic funding, complex problem solving, and stakeholder management, driving growth and public benefit for organisations dedicated to making a lasting impact. Book a ‘Borrow My Brain‘ session with Simon.
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