Effective Communication Bridging the Gap between Project Issues and Actionable Tasks Brian A. Mace LtCol, U.S. Marine Corps Project Management Professional Certification in Organizational Change

Overview Effective Communication Defined Effective Communication Defined Project Management & Communication Project Management & Communication Importance of Trust Importance of Trust Barriers & Pitfalls Barriers & Pitfalls The Value of an Opinion Leader The Value of an Opinion Leader Continuous Information Flow Continuous Information Flow Empowering Participants Empowering Participants The Desired End State The Desired End State Introduction to the Project Issue Rate (PIR) Tool Introduction to the Project Issue Rate (PIR) Tool

Effective vs. Efficient Rule of Thumb: Rule of Thumb: Strive to be “effective” with people andStrive to be “effective” with people and “efficient” with things “efficient” with things Webster Webster Effective: ready for service or actionEffective: ready for service or action Efficient: immediate agent in producing an effect, productive without wasteEfficient: immediate agent in producing an effect, productive without waste

Formal Knowledge Areas Reality Effective Communication Project Procurement Mgmt Project Procurement Mgmt Project Integration Mgmt Project Integration Mgmt Project Risk Mgmt Project Risk Mgmt Project Human Resources Mgmt Project Human Resources Mgmt Project Quality Mgmt Project Quality Mgmt Project Cost Mgmt Project Cost Mgmt Project Time Mgmt Project Time Mgmt Project Scope Mgmt Project Scope Mgmt Project Communications Management attempts to accurately portray what is happening and/or desired across the entire project! Project Communication Mgmt Project Communication Mgmt Project Procurement Mgmt Project Procurement Mgmt Project Integration Mgmt Project Integration Mgmt Project Risk Mgmt Project Risk Mgmt Project Human Resources Mgmt Project Human Resources Mgmt Project Quality Mgmt Project Quality Mgmt Project Cost Mgmt Project Cost Mgmt Project Time Mgmt Project Time Mgmt Project Scope Mgmt Project Scope Mgmt Project Communication Mgmt Project Communication Mgmt Project Management Book of Knowledge (3 rd ed.). (2004). Evanston, IL: EIS Digital Publishing. Evanston, IL: EIS Digital Publishing...but its just the tip of the iceberg!

Communication Establishes Trust Recent Article: Recent Article: “project managers must build strong trust based relationships with stakeholders”“project managers must build strong trust based relationships with stakeholders” “the project team must reach out to the client and conduct trust-building activities”“the project team must reach out to the client and conduct trust-building activities” “Project managers that get to know clients on a personal level create a level of intimacy that lets clients ask difficult questions that otherwise may not be addressed”“Project managers that get to know clients on a personal level create a level of intimacy that lets clients ask difficult questions that otherwise may not be addressed” Ferraro, J. (2004, December). A Question of Trust. PM Network, Effective Project Communication extends far beyond the formal tools!

Communication Barriers & Pitfalls Inefficient for complex issuesInefficient for complex issues Delays (requires action: open & read)Delays (requires action: open & read) “Spiraling” Arguments“Spiraling” Arguments Office / Cubicle Hermits Office / Cubicle Hermits Closed minded perspectives Closed minded perspectives Not knowing your audience Not knowing your audience

Customize Content Translate project management terms into language your audience will understand – and appreciate. Translate project management terms into language your audience will understand – and appreciate. Example: Briefing Senior LeadershipExample: Briefing Senior Leadership Project Management TermsExecutive Equivalent Gantt ChartTimeline DependencyTask Sequence, Order of Tasks Critical PathPriority Tasks Cost Performance IndexOn or off Budget, Give Statistics Adler, C. (2005). Elevated Talk. Leadership in Project Management, 1,

Opinion Leaders Individuals with the ability to influence the masses (Senior Managers, Subject Matter Experts, etc.) Individuals with the ability to influence the masses (Senior Managers, Subject Matter Experts, etc.) Seek them out to obtain their input and guidance Seek them out to obtain their input and guidance Gain their support and the crowd will follow Gain their support and the crowd will follow

Where to from here? Front load the “Discovery” effort (surveys, brainstorming sessions, etc.) Front load the “Discovery” effort (surveys, brainstorming sessions, etc.) Information availability (website, share drives, etc.) Information availability (website, share drives, etc.) Simplify feedback processes (never ending process!) Simplify feedback processes (never ending process!) Reward / recognize contributions Reward / recognize contributions

Empower Participants Decentralize decision making to the greatest extent possible (efficient) Decentralize decision making to the greatest extent possible (efficient) Delegate activities to spread the load Delegate activities to spread the load

The Desired End State Minimal Surprises Minimal Surprises Heightened Anticipation Heightened Anticipation Continuous and thorough “Discovery” Continuous and thorough “Discovery”

Now I’m Communicating…....but I’m losing it!! Issue ?? Issue ?? Issue ?? Issue ??

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 Rate (PIR) An Effective Tool for Converting Issues into Actionable Tasks

Rate = State x Impact Issue State: 4 - Issue Undefined 3 - Issue Defined, Course of Action Undefined 2 - Course of Action Defined, Owner Assigned 1 - COA Implementation Underway 0 - Issue Resolved, Impact Averted Issue Impact: 3 - High, Schedule Showstopper 2 - Medium, Major Schedule Impact 1 - Low, Minor Schedule Impact Project Issue Rate

PIR Planning & Tracking Actual updates from regular PIR status meetings. Linear projections based on initial PIR Planning Session (incorporates additional “Discovery” periods, planned delays, etc.)

Summary The value of Effective Communication can NOT be overstated! The value of Effective Communication can NOT be overstated! Organize your teams around recurring events that facilitate effective communication (formal, informal, face to face, etc.). Organize your teams around recurring events that facilitate effective communication (formal, informal, face to face, etc.). Equip them with tools that enable them to capture and manage discovered issues. Equip them with tools that enable them to capture and manage discovered issues. Customers don’t expect perfection, but they DO expect to have their issues heard and addressed. That is the key to Customer Satisfaction! Customers don’t expect perfection, but they DO expect to have their issues heard and addressed. That is the key to Customer Satisfaction!

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Backup Slides

Formal Knowledge Areas Project Procurement Mgmt Project Procurement Mgmt Project Integration Mgmt Project Integration Mgmt Project Risk Mgmt Project Risk Mgmt Project Human Resources Mgmt Project Human Resources Mgmt Project Quality Mgmt Project Quality Mgmt Project Cost Mgmt Project Cost Mgmt Project Time Mgmt Project Time Mgmt Project Scope Mgmt Project Scope Mgmt Project Communication Mgmt Project Communication Mgmt Project Management Book of Knowledge (3 rd ed.). (2004). Evanston, IL: EIS Digital Publishing. Evanston, IL: EIS Digital Publishing.

Formal Knowledge Areas Project Procurement Mgmt Project Procurement Mgmt Project Integration Mgmt Project Integration Mgmt Project Risk Mgmt Project Risk Mgmt Project Human Resources Mgmt Project Human Resources Mgmt Project Quality Mgmt Project Quality Mgmt Project Cost Mgmt Project Cost Mgmt Project Time Mgmt Project Time Mgmt Project Scope Mgmt Project Scope Mgmt Project Communications Management attempts to accurately portray what is happening and/or desired across the entire project! Project Communication Mgmt Project Communication Mgmt..but its just the tip of the iceberg!

Reality Effective Communication Project Procurement Mgmt Project Procurement Mgmt Project Integration Mgmt Project Integration Mgmt Project Risk Mgmt Project Risk Mgmt Project Human Resources Mgmt Project Human Resources Mgmt Project Quality Mgmt Project Quality Mgmt Project Cost Mgmt Project Cost Mgmt Project Time Mgmt Project Time Mgmt Project Scope Mgmt Project Scope Mgmt 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!