effective communication bridging the gap between project issues and actionable tasks brian a. mace...
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Effective CommunicationEffective CommunicationBridging the Gap between Project Bridging the Gap between Project
Issues and Actionable TasksIssues and Actionable Tasks
Brian A. MaceBrian A. MaceLtCol, U.S. Marine CorpsLtCol, U.S. Marine Corps
Project Management ProfessionalProject Management ProfessionalCertification in Organizational Change Certification in Organizational Change
OverviewOverview Effective Communication DefinedEffective Communication Defined Project Management & CommunicationProject Management & Communication Importance of TrustImportance of Trust Barriers & PitfallsBarriers & Pitfalls The Value of an Opinion LeaderThe Value of an Opinion Leader Continuous Information FlowContinuous Information Flow Empowering ParticipantsEmpowering Participants The Desired End StateThe Desired End State Introduction to the Project Issue Rate (PIR) ToolIntroduction to the Project Issue Rate (PIR) Tool
Effective vs. EfficientEffective vs. Efficient
Rule of Thumb:Rule of Thumb: • Strive to be “effective” with people andStrive to be “effective” with people and
“ “efficient” with thingsefficient” with things
WebsterWebster
• Effective: Effective: readyready for service or action for service or action
• Efficient: Efficient: immediateimmediate agent in producing agent in producing an effect, productive without wastean effect, productive without waste
Formal Knowledge AreasFormal Knowledge AreasRealityReality
EffectiveCommunication
ProjectProcurement
Mgmt
ProjectProcurement
Mgmt
ProjectIntegration
Mgmt
ProjectIntegration
Mgmt
ProjectRisk
Mgmt
ProjectRisk
Mgmt
ProjectHuman
ResourcesMgmt
ProjectHuman
ResourcesMgmt
ProjectQualityMgmt
ProjectQualityMgmt
ProjectCost
Mgmt
ProjectCost
Mgmt
ProjectTimeMgmt
ProjectTimeMgmt
ProjectScopeMgmt
ProjectScopeMgmt
Project Communications
Management attempts to accurately
portray what is happening and/or desired across the
entire project!Project
CommunicationMgmt
ProjectCommunication
Mgmt
ProjectProcurement
Mgmt
ProjectProcurement
Mgmt
ProjectIntegration
Mgmt
ProjectIntegration
Mgmt
ProjectRisk
Mgmt
ProjectRisk
Mgmt
ProjectHuman
ResourcesMgmt
ProjectHuman
ResourcesMgmt
ProjectQualityMgmt
ProjectQualityMgmt
ProjectCost
Mgmt
ProjectCost
Mgmt
ProjectTimeMgmt
ProjectTimeMgmt
ProjectScopeMgmt
ProjectScopeMgmt
ProjectCommunication
Mgmt
ProjectCommunication
Mgmt
Project Management Book of Knowledge (3Project Management Book of Knowledge (3rdrd ed.). (2004). ed.). (2004). Evanston, IL: EIS Digital Publishing.Evanston, IL: EIS Digital Publishing.
..but its just the tip of the iceberg!
Communication Establishes TrustCommunication Establishes Trust Recent Article:Recent Article:
• ““project managers must build strong project managers must build strong trust based trust based relationshipsrelationships with stakeholders” with stakeholders”
• ““the project team must the project team must reach out to the clientreach out to the client and conduct trust-building activities”and conduct trust-building activities”
• ““Project managers that Project managers that get to know clients on a get to know clients on a personal levelpersonal level create a level of intimacy that create a level of intimacy that lets lets clients ask difficult questions that otherwise may clients ask difficult questions that otherwise may not be addressed”not be addressed”
Ferraro, J. (2004, December). A Question of Trust. Ferraro, J. (2004, December). A Question of Trust. PM NetworkPM Network, 51-55., 51-55.
Effective Project Communication extends far beyond the formal tools!
Communication Barriers & PitfallsCommunication Barriers & Pitfalls
Email Email • InefficientInefficient for complex issues for complex issues• Delays (Delays (requires actionrequires action: open & read): open & read)• ““Spiraling” ArgumentsSpiraling” Arguments
Office / Cubicle HermitsOffice / Cubicle Hermits
Closed minded perspectivesClosed minded perspectives
Not knowing your audienceNot knowing your audience
Customize ContentCustomize Content Translate project management terms into Translate project management terms into
language your audience will understand – and language your audience will understand – and appreciate.appreciate.
• Example: Briefing Senior Leadership Example: Briefing Senior Leadership
Project Management Terms Executive Equivalent
Gantt Chart Timeline
Dependency Task Sequence, Order of Tasks
Critical Path Priority Tasks
Cost Performance Index On or off Budget, Give Statistics
Adler, C. (2005). Elevated Talk. Adler, C. (2005). Elevated Talk. Leadership in Project ManagementLeadership in Project Management, , 1, 11-15.1, 11-15.
Opinion LeadersOpinion Leaders
Individuals with the ability to influence the Individuals with the ability to influence the masses (Senior Managers, Subject Matter masses (Senior Managers, Subject Matter Experts, etc.)Experts, etc.)
Seek them out to Seek them out to obtain their inputobtain their input and and guidanceguidance
Gain their support and the crowd will Gain their support and the crowd will followfollow
Where to from here?Where to from here?
Front load the Front load the “Discovery”“Discovery” effort (surveys, effort (surveys, brainstorming sessions, etc.)brainstorming sessions, etc.)
Information availability (website, share Information availability (website, share drives, etc.)drives, etc.)
Simplify feedback processes (never ending Simplify feedback processes (never ending process!)process!)
Reward / recognize contributionsReward / recognize contributions
Empower ParticipantsEmpower Participants
Decentralize decision making to the Decentralize decision making to the greatest extent possible (efficient)greatest extent possible (efficient)
Delegate activities to spread the loadDelegate activities to spread the load
The Desired End StateThe Desired End State
Minimal SurprisesMinimal Surprises
Heightened AnticipationHeightened Anticipation
Continuous and thorough Continuous and thorough ““DiscoveryDiscovery””
Now I’m Communicating….. Now I’m Communicating…..
..but I’m losing it!!..but I’m losing it!!
Issue
Issue
Issue Issue??
?? ????
Issue
Issu
e
Issue
Issue
Issue
Issue
Issue
Issue
Issue
Issue
Issue
Issue
Issue
Issue
??
????
??Issue
??
Issue
??
??
That which is measured, gets done!That which is measured, gets done!
Issues
Time
Identified Issues
Issue A – Resolved Issue B – Resolved• Issue C – In Work• Issue D – Unknown• • • • •
Project Issue RateProject Issue Rate(PIR)(PIR)
An Effective Tool for Converting An Effective Tool for Converting Issues into Actionable TasksIssues into Actionable Tasks
Rate = State x Impact
Issue State:4 - Issue Undefined3 - Issue Defined, Course of Action Undefined2 - Course of Action Defined, Owner Assigned1 - COA Implementation Underway0 - Issue Resolved, Impact Averted
Issue Impact:3 - High, Schedule Showstopper2 - Medium, Major Schedule Impact1 - Low, Minor Schedule Impact
Project Issue RateProject Issue Rate
PIR Planning & TrackingPIR Planning & TrackingActual updates from regular PIR status meetings.Linear projections based on initial PIR
Planning Session (incorporates additional “Discovery” periods, planned delays, etc.)
SummarySummary
The value of Effective Communication can NOT be The value of Effective Communication can NOT be overstated!overstated!
Organize your teams around recurring events that facilitate Organize your teams around recurring events that facilitate effective communication (formal, informal, face to face, effective communication (formal, informal, face to face, etc.).etc.).
Equip them with tools that enable them to capture and Equip them with tools that enable them to capture and manage discovered issues.manage discovered issues.
Customers don’t expect perfection, but they DO expect to Customers don’t expect perfection, but they DO expect to have their issues heard and addressed. That is the key to have their issues heard and addressed. That is the key to Customer Satisfaction!Customer Satisfaction!
Formal Knowledge AreasFormal Knowledge Areas
ProjectProcurement
Mgmt
ProjectProcurement
Mgmt
ProjectIntegration
Mgmt
ProjectIntegration
Mgmt
ProjectRisk
Mgmt
ProjectRisk
Mgmt
ProjectHuman
ResourcesMgmt
ProjectHuman
ResourcesMgmt
ProjectQualityMgmt
ProjectQualityMgmt
ProjectCost
Mgmt
ProjectCost
Mgmt
ProjectTimeMgmt
ProjectTimeMgmt
ProjectScopeMgmt
ProjectScopeMgmt
ProjectCommunication
Mgmt
ProjectCommunication
Mgmt
Project Management Book of Knowledge (3Project Management Book of Knowledge (3rdrd ed.). (2004). ed.). (2004). Evanston, IL: EIS Digital Publishing.Evanston, IL: EIS Digital Publishing.
Formal Knowledge AreasFormal Knowledge Areas
ProjectProcurement
Mgmt
ProjectProcurement
Mgmt
ProjectIntegration
Mgmt
ProjectIntegration
Mgmt
ProjectRisk
Mgmt
ProjectRisk
Mgmt
ProjectHuman
ResourcesMgmt
ProjectHuman
ResourcesMgmt
ProjectQualityMgmt
ProjectQualityMgmt
ProjectCost
Mgmt
ProjectCost
Mgmt
ProjectTimeMgmt
ProjectTimeMgmt
ProjectScopeMgmt
ProjectScopeMgmt
Project Communications
Management attempts to accurately
portray what is happening and/or desired across the
entire project!Project
CommunicationMgmt
ProjectCommunication
Mgmt
..but its just the tip of the iceberg!
RealityReality
EffectiveCommunication
ProjectProcurement
Mgmt
ProjectProcurement
Mgmt
ProjectIntegration
Mgmt
ProjectIntegration
Mgmt
ProjectRisk
Mgmt
ProjectRisk
Mgmt
ProjectHuman
ResourcesMgmt
ProjectHuman
ResourcesMgmt
ProjectQualityMgmt
ProjectQualityMgmt
ProjectCost
Mgmt
ProjectCost
Mgmt
ProjectTimeMgmt
ProjectTimeMgmt
ProjectScopeMgmt
ProjectScopeMgmt
Project Communications
Management attempts to accurately
portray what is happening and/or desired across the
entire project!
..but its just the tip of the iceberg!