Chileshe,
LISTEN, UNDERSTAND, CONFIRM, THINK, COLLABORATE and RESPECT, works for me. Ive had users who refused to collaborate, because they've been shafted in the past. I've had a user who refused point blank to be engaged. In fact he said (not verbatim) "I wont tell you F*%K7n bastards anything because you take my good ideas and you get all the credit". The truth of the matter is he was right. So rather than force him to COLLABORATE I told him that I RESPECTed his opinion, and would acknowledge his contribution. In my final slide presentation to the senior management of the organization, I acknowledged his contribution by putting the following at the bottom of some of my slides "Source: John Smith". In fact John Smith (not his real name) got promoted.
Work with the stakeholder to jointly arrive at a solution; sign-off is almost a given. Write the solution as far as possible in the language usage of the stakeholder; it helps!
Never ever scare the user. A new process might mean some people may be re-assigned. However, do NOT talk about jobs its not your domain.
Know the environment that you work in and follow the protocol. I once visited a government site for an interview and after I had left the site, the supervisior contacted the union to inform them of my visit. Luckily, I had informed the union BEFORE I went to visit.
Comply with the safety regulations of your stakeholders. I once worked at a female prison to capture requirements from the Superintendant and staff for a Prisoner Day Leave system (the system eventually won a government innovation award). I was accompanied by a female prison officer at all times to all places. Its very disconcerting when you in the loo and you know theres a female police officer listening! LOL
You have probably gathered by now that BA work is interesting.
warm regards,
K