Communication as a Leadership Tool

Dan Harmuth – PMP / MBA

Agenda

i. Communication Overviewii. Communication Protocolsiii. Conducting Effective Meetingsiv. 24/7 Project Communicationv. Project Dashboards

Communication Overview (1 of 3)• 90% of what a PM does daily is communicate

(PMBOK)• Communication is a means to an end– If you want to be heard – get a Therapist– Socializing is for evenings and weekends

• Project Managers communicate to lead

Communication Overview (2 of 3)

Be honest and forth coming1. Issues don’t get better with age2. Issues might not go away (see #1)3. Be trustworthy at all costs; you’ll need the

trust somewhere along the lines4. Snake soothers never last long

“the greatest thing that can be said of a man, no matter how much he has achieved, is that he has kept his record clean” Orison Swett Marden (1911)

Communication Overview (3 of 3)

• We lead up, down and across (Project Managers)• Walk a mile – Leadership: The executive psyche• No one stops by just to say hello• Fight or flight• 4th type of executive communication – No bueno– Approach w /Executive = Approach w/ Customer– Perception is 100% the reality

Communication Protocols (1 of 5)• The First Rule– Don’t communicate with executive stakeholders in

project management mumbo jumbo– Avoid creating fear, uncertainty, and doubt

• “Can Do” approach– Focus on what can be done – Never what can’t– Identify obstacles to define a “Can Do” approach– Only communicate obstacles if required to

substantiate approach

“Thought I’d let you in on a situation, but want you to know it’s under control, and here’s what we’re doing…”

Communication Protocols (2 of 5)

• Management by the rules – not by exception– There is a least one exception to every rule– It is impossible to manage by exception– Communicating exceptions in advance creates

fear, uncertainty and doubt• The secret formula– Diligently support the policies – Creates credibility– Exceptions will be acceptable

Communication Protocols (3 of 5)

• “Managing Expectations” effectively– Do not respond to a request by outlining obstacles– Creates fear, uncertainty and doubt– Obstacles may never result – You don’t look so smart!– “Can Do” approach – Your entire existence

• The secret formula (even if its already complete…)– Paraphrase, confirm acceptance & be gone– Creates credibility & confidence in success– Creates easy working relationship – Go to “guy”..

Communication Protocols (4 of 5)

Presenting status

What Executives want to know – No more, No less1. Project Health if not green

Briefly explain risk affecting the health & Actions you are taking w/ resolution date if available

2. Accomplishments since the last status report3. Briefly describe all issues – regardless of health

Briefly describe al issues & Actions you are taking w/ resolution date if available

Communication Protocols (5 of 5)

Overcoming obstacles through education• Never say

o “because it’s the way we do things” oro “because it’s required”

• Undermines your credibility as a leader – Note Taker• Recognize the opportunity – Look Smart!• Explain the benefits of the approach – The “WIIFM”• Do NOT use Project Management Mumbo Jumbo

Conducting Effective Meetings• Pre-Meeting Communication• Invite proper people and stakeholders• Agendas

– Complete with time allocations for the full meeting– Focused – stick to a subject and have specific objectives or goals– Not have too many topics – cramming an agenda with too many

major issues is over-whelming– Complete with background information if possible– Distributed a few days before the meeting

• Note taker (major ideas and action items with responsible person

• Problem escalation procedure and resolution process• Stay on topic and on-time (manage tangent discussions)

24/7 Project CommunicationProject website – excellent means to provide project documents and status reports to interested parties, and all others.

• Benefits:o Keeps Stakeholders in the loop even

if they miss meetingso “Not on the distribution list” excuse

goes awayo Shares project information with

entire organizationo Advertised status of tasks

encourages resources to be on timeo Collaboration on documentso MS Project view/update centrally

Must keep it up to date to keep people coming back

Project Dashboards• What information - requires collecting details about the

information required to display through dashboards. In addition, identifying the Key Performance Indicators (KPIs) to display. Examples of project KPIs include: hours logged on projects, due date milestones, percent complete and budgeted vs. actual costs or allocated time.

• For whom - identifying who will be viewing the information, and what information the user thinks is important.

• How to present - this involves selecting the number of charts to display on the dashboard, as well as appropriate chart types to utilize on the dashboard to best convey the information.

Questions