FIRS PPM 1 Stakeholder Engagement and Management- Prof Oyedokun.pptx

Being a Training Session Organised by Peculiar People Management (PPM) for Staff of the Federal Inland Revenue Service Held at FIRS Training School, Agidingbi, Ikeja, Lagos on Friday, October 10, 2025.

1. Stakeholder Engagement and Management Prof. Godwin Emmanuel Oyedokun Professor of Accounting and Financial Development Department of Management & Accounting Faculty of Management and Social Sciences Lead City University, Ibadan, Nigeria Principal Partner; Oyedokun Godwin Emmanuel & Co (Accountants, Tax Practitioners & Forensic Auditors) Being a Training Session Organised by Peculiar People Management (PPM) for Staff of the Federal Inland Revenue Service Held at FIRS Training School, Agidingbi , Ikeja , Lagos on Friday, October 10, 2025.

2. ND (Fin), HND (Acct.), BSc. (Acct. Ed), BSc (Fin.), LLB., LLM, MBA (Acct. & Fin.), MSc. (Acct.), MSc. (Bus & Econs ), MSc. (Fin), MSc. ( Econs ), Ph.D. (Acct), Ph.D. (Fin), Ph.D. (FA), CICA, CFA, CFE, CIPFA, CPFA, CertIFR , ACS, ACIS, ACIArb , ACAMS, ABR, IPA, IFA, MNIM, FCA, FCTI, FCIB, FCNA, FCFIP, FCE, FERP, FFAR, FPD-CR, FSEAN, FNIOAIM, FCCrFA , FCCFI, FICA, FCECFI, JP Prof. Godwin Emmanuel Oyedokun Professor of Accounting and Financial Development Department of Management & Accounting Faculty of Management and Social Sciences Lead City University, Ibadan, Nigeria Principal Partner; Oyedokun Godwin Emmanuel & Co (Accountants, Tax Practitioners & Forensic Auditors)

3. Stakeholder Engagement and Management

4. Contents

5. Introduction The Federal Inland Revenue Service (FIRS) plays a pivotal role in national revenue generation, acting as the backbone of economic development. Our operations are intertwined with a diverse network of stakeholders, including taxpayers, government bodies, employees, media, professional organizations, and international partners. Effective engagement with these groups is crucial for fulfilling our mandate and ensuring sustainable growth. This training aims to equip our staff with the essential strategies for engaging and managing these vital stakeholders. Through interactive discussions, insightful videos, and practical role-playing exercises, we will build the skills necessary for impactful engagement.

6. Understanding Stakeholders in FIRS Operations Who is a Stakeholder? A stakeholder is any individual, group, or organization that can affect or be affected by FIRS's operations, objectives, or policies. They have a vested interest in our activities and outcomes. Impact & Influence Understanding who our stakeholders are is the first step toward effective engagement. Their influence can range from direct operational impact to shaping public perception and policy. Shared Vision By recognizing their diverse perspectives and needs, we can foster a collaborative environment that aligns with our mission of nation-building.

7. Diverse Categories of FIRS Stakeholders Internal Stakeholders Management & Leadership Dedicated Staff Members Employee Unions Internal Auditors External Stakeholders Taxpayers (Individuals & Corporations) Government Ministries & Agencies Business & Professional Associations Media Outlets Non-Governmental Organizations (NGOs) Development Partners

8. Strategic Stakeholder Mapping for Enhanced Engagement Low Influence Low Interest High Influence High Interest Keep Satisfied - Low Interest & High Influence Monitor - Low Interest & Low Influence Keep Informed - High Interest & Low Influence Key Stakeholders - High Interest & High Influence Stakeholder mapping is a critical exercise to prioritize our engagement efforts. By plotting stakeholders on an Interest vs. Influence grid, we can categorize them into key, secondary, and marginal groups. This helps us tailor our communication and involvement strategies for maximum impact.

9. The Indispensable Role of Stakeholder Engagement in Tax Administration Building Trust and Credibility Open dialogue fosters mutual understanding and strengthens public confidence in FIRS's operations. Improving Compliance Transparency and continuous dialogue lead to better understanding of tax obligations and voluntary compliance. Managing Expectations Proactive communication helps in setting realistic expectations and mitigating resistance to new policies. Enhancing Reputation Positive engagement bolsters FIRS's image both nationally and on the international stage. Conflict Resolution Early and effective engagement can prevent minor issues from escalating into significant disputes.

10. Strategies for Effective Stakeholder Engagement Effective stakeholder engagement is not a one-size-fits-all approach. It requires a dynamic combination of robust communication, thoughtful relationship management, and meaningful participation. The following cards will delve into each of these critical areas.

11. Communication Strategies for Stakeholder Engagement Clear & Consistent Messaging Ensure all communications are unambiguous, accurate, and regularly reinforced across all platforms. Multi-Channel Approach Utilize a mix of face-to-face meetings, emails, official media releases, and social media to reach diverse audiences. Active Listening & Feedback Create mechanisms for stakeholders to provide input and ensure their feedback is genuinely considered and acted upon.

12. Cultivating Strong Relationship Management Build Rapport & Respect Foster genuine connections by demonstrating understanding, empathy, and mutual respect in all interactions. Transparency & Accountability Operate with openness and take responsibility for actions, building trust through consistent ethical conduct. Continuous Engagement Shift from episodic interactions to ongoing, sustained engagement to nurture long-term, robust relationships.

13. Fostering Participation and Inclusion True engagement goes beyond mere communication; it involves bringing stakeholders into the decision-making process. Policy Co-Creation: Involve stakeholders directly in the development and review of policies and consultations. Collaborative Solutions: Engage in joint problem-solving initiatives to develop mutually beneficial outcomes. Education & Sensitization: Implement targeted campaigns to inform and educate citizens and taxpayers on key issues and reforms. By embracing participation and inclusion, FIRS can harness collective intelligence and build a stronger, more supportive environment for tax administration.

14. Strategies for Effective Stakeholder Engagement Conflict Management & Negotiation Identifying potential conflicts early allows for proactive mediation and consensus-building. We aim to balance competing interests fairly to achieve mutually beneficial outcomes. Strategic Communication Tailoring messages to different stakeholder groups, ensuring transparency, and fostering clear, consistent dialogue are paramount for building trust and alignment. Inclusive Collaboration Actively involving diverse stakeholders in decision-making processes promotes ownership and generates more comprehensive solutions, reflecting varied perspectives.

15. Monitoring & Evaluation of Engagement Efforts To ensure our engagement strategies are effective, continuous monitoring and evaluation are essential. This iterative process allows us to adapt and improve. 01 Set Clear Objectives and KPIs Define measurable goals for engagement activities, such as participation rates, feedback quality, and stakeholder satisfaction, to track progress effectively. 02 Gather Feedback Consistently Implement regular mechanisms for collecting feedback, like surveys, interviews, and direct communication channels, to assess the impact and perception of our efforts. 03 Analyze & Report Results Systematically analyze gathered data to identify trends, successes, and areas needing improvement, then report findings to relevant teams for informed decision-making. 04 Adjust Strategies as Needed Based on evaluation results, refine and adapt engagement plans and tactics to better meet objectives and address emerging challenges or opportunities.

16. Practical Tools for Stakeholder Management Leveraging the right tools can streamline our stakeholder management processes, ensuring we are organized, responsive, and effective. Stakeholder Analysis Matrix A visual tool to identify, categorize, and prioritize stakeholders based on influence, interest, and impact, guiding tailored engagement approaches. Engagement Plan Template A structured framework to outline objectives, key messages, communication channels, and action plans for engaging specific stakeholder groups. Diverse Feedback Mechanisms Utilize surveys, helplines, suggestion boxes, and digital platforms to gather continuous input and ensure stakeholder voices are heard. CRM Systems for Services Customer Relationship Management (CRM) systems can be adapted to manage taxpayer interactions, track inquiries, and personalize service delivery efficiently.

17. Scenario 1: Handling a Resistant Taxpayer Setup A small business owner enters the tax office, visibly upset about a recent tax assessment he believes is unfair. This scenario tests our ability to manage difficult conversations effectively. Dialogue Cues Taxpayer: "This tax bill is outrageous! My business barely survives, and now you want to kill it with these demands." FIRS Tax Officer: Must remain calm, listen actively, acknowledge concerns, and clearly explain assessment procedures without condescension. Objective & Debrief The goal is to practice empathy, active listening, and de-escalation while ensuring tax compliance. We'll debrief on: officer's listening skills, acknowledgment of frustration, and alternative resolution paths offered.

18. Scenario 2: Media Engagement Setup A press conference to announce a new tax reform policy is underway, with journalists asking tough, critical questions. This scenario highlights the importance of confident public communication. Dialogue Cues Journalist 1: "Why should citizens trust FIRS when past reforms have failed?" Journalist 2: "Some businesses are saying this new tax will cripple them. What is your response?" FIRS Spokesperson: Responds with clarity, confidence, and reassurance, emphasizing transparency and taxpayer benefits, avoiding jargon. Objective & Debrief The objective is to practice confident public communication and learn to respond constructively to probing media questions. Debrief questions will focus on: use of facts vs. empathy, message clarity and reassurance, and avoidance of jargon.

19. Scenario 3: Multi-Stakeholder Consultation Setup FIRS convenes a consultation meeting for a new tax compliance initiative, including diverse stakeholders: business, NGO, government MDA, and multinational corporation representatives. Dialogue Cues Business Rep: "These measures increase our compliance burden; we need incentives." NGO Rep: "The reform doesn’t consider vulnerable groups; fairness is lacking." MDA Rep: "We need clarity on inter-agency collaboration." Corporate Rep: "We are worried about confidentiality of taxpayer data." FIRS Chair: Must balance interests, manage time, and seek consensus among competing views. Objective & Debrief This scenario aims to practice negotiation and conflict resolution in a multi-stakeholder environment. Debriefing will assess: equal voice for stakeholders, conflict management effectiveness, and achievement of consensus.

20. Interactive Video: Real-Life Scenarios Watching real-life examples can significantly enhance our understanding of effective and ineffective engagement. Watch & Learn Observe short videos demonstrating various stakeholder engagement approaches in action, highlighting critical junctures and outcomes. Identify Key Behaviors Pinpoint effective communication techniques, successful conflict resolution strategies, and common pitfalls to avoid. Discuss Lessons Learned Engage in facilitated discussions to extract best practices and analyze how these can be applied to our FIRS context.

21. Role Play Exercise: Handling Resistant Stakeholders Putting theory into practice through role-playing allows for a safe environment to hone critical engagement skills. 1 Group Formation Participants split into small groups, assigning roles as FIRS staff, resistant taxpayers, or business representatives. 2 Practice Communication Engage in simulated scenarios to practice active listening, empathetic responses, and de-escalation techniques to address concerns. 3 Build Rapport Focus on strategies to build trust and find common ground, even in challenging interactions, aiming for constructive resolutions. 4 Debrief & Refine Discuss what worked well and areas for improvement, sharing insights and refining approaches for future real-world situations.

22. Conclusion and Recommendations Stakeholders are Central They are integral to the success of FIRS’s mandate and the achievement of our goals. Effective Engagement is Strategic Requires strategic communication, inclusivity, conflict management, and continuous feedback loops. Practical Application Reinforces Learning Videos and role-play exercises translate theoretical knowledge into practical, actionable skills. Every Staff Member Plays a Role Each individual contributes to strengthening stakeholder trust and enhancing Nigeria’s tax culture.

23. Prof. Godwin Emmanuel Oyedokun Professor of Accounting & Financial Development Lead City University, Ibadan, Nigeria Principal Partner; Oyedokun Godwin Emmanuel & Co (Accountants, Tax Practitioners & Forensic Auditors) [email protected]; [email protected] [phone] & 2348055863944