What Do You Say When... ? PMI Breakfast Meeting - Friday, May 23, 2014 Rita Ferguson Rita Ferguson PMP
Provide techniques to resolve issues with team members and between team members Provide insight on what to say when challenged with addressing a performance or a behavior situation. We will take a look at specific scenarios and go through dialogue Rita Ferguson PMP Objective of Presentation
Confronting (Problem Solving) Avoidance (Withdrawal) Accommodating (Smoothing) Compromising (Everybody gives a little – or a lot) Collaborating (Group decides on the best way) Forcing (Authoritative) Rita Ferguson PMP Resolution Techniques – per PMBOK
Problems don’t fix themselves Hope is not a strategy Team members perceive “unfairness” Lack of accountability Loss of productivity Project in jeopardy Silence is consent – in any court of law! Rita Ferguson PMP Avoidance... What’s wrong with it?
Your reputation as an effective leader can be tarnished when people issues cannot be resolved. Your success as a manager is directly related to your ability to communicate effectively – which includes: o Managing conflict o Delivering a difficult or uncomfortable message Rita Ferguson PMP Avoidance... What’s wrong with it?
Psst: It isn’t really “peace” These types of problems will not fix themselves The longer the problem goes, the harder it is to stop Other team members perceive manager as “weak”, “ineffective”, “plays favorites”, “unfair” Rita Ferguson PMP Choosing “Peace” over “Conflict”
You want your people to be good at what they do! Your people want to be good at what they do! Developing people is one of the most sought-after attributes of a good manager. YOU be that person! Rita Ferguson PMP What is our desired end result?
Personality Types Rita Ferguson PMP Connectors or Amiables People focused, like detail; slow paced, quiet Enthusiasts or Expressives People focused, low detail; fast paced and dramatic Analysts or Thinkers Task oriented, like detail; slow paced, quiet Drivers or Commanders Task oriented, low detail; fast paced and dramatic
Speak up -- people cannot read your mind! Stop having mental conversations with the person causing you pain or another team member pain! Get it off your mind and on the table! But what exactly do I say? What if I say something and the problem get worse? Rita Ferguson PMP But what exactly do I say... ?
#1: Team Member with an “Attitude” Problem #2: Team Member who Takes Offense at Being Coached #3: Disputes between Team Members #4: Team Member Who Does Not Meet Expectations Rita Ferguson PMP Scenarios
Be Clear / Be Bold Relationships matter / Let your light shine Be honest, direct, be kind Create a framework for delivering your message Deliver it in a way you'd like to receive it Give ONE message, not many. Coach for the moment, not the past 6 months Rita Ferguson PMP Clear Bold Communications
Let me know how I can help! Rita Ferguson Rita Ferguson PMP If it is to be, it’s up to me!