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. References: PMI Professional in Business Analysis (PMI- PBA) Examination Content Outline1, page 9; Business Analysis for Practitioners: A Practice Guide2, page
55.