Seven steps to project management with a human face part 6 do not inform, communicate

Project management with a human face

Part 6: Do not inform, communicate!

Aaro Ollikainen, Claro Leaders Oy

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The seven steps to project management with a human face

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Create a shared dream with a deadline

Get the right people

Encourage passion

Get hold of the stakeholders

Find the correct leadership touch

Celebrate the conflicts

Don’t inform, communicate

6. Don’t inform, communicate

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Process model of communications

Reason Reason

AND emotions

Message Sender

Channel / media

Transformed message

Receiver

Adapted from Claude Shannon, Schematic diagram of a communication system, from "The Mathematical Theory of Communication" (1948)

Having trouble getting heard? What can (and typically does) go wrong in project communications

YOU:

Too many simultaneous messages; your voice gets lost in information overload.

Messages conflict one another

Difficult / alien words or concepts

No repetition / reinforcement

Wrong communication media

Wrong tone

Wrong timing

Technical communication problems (connectivity, distortions…)

THE RECIPIENT:

No interest

No background information given

No time

Mind already made up about the subject

Mind already made up about YOU

What do you choose communication to be?

”Knowledge is power” ”Uninhibited, real-time communication through formal and informal networks is power”

”Passing on the flame of knowledge takes nothing away from your own flame.”

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The dimensions of a message

Each message has at least three components, which should support each other and not be in contradiction with each other:

1. Content of words or communication

2. Way of communicating (method, tone, timing, situation / context)

3. Relationship between the parties

What you are shouts so loudly in my ear, that I cannot hear what you say

Ralph Waldo Emerson

Do not let the people wonder in the night. Stay in touch with people also during ”quiet times”.

Your team may get your idea at once, but do not count on it. Re-communicate the project objective and critical factors time after time.

Catch people doing things right.

Communication is continuity

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The PM and the project team know the project inside out, are committed, know the background, the objectives and benefits.

The others may know their own role, are often uncertain of what they are expected of.

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The optical illusion of the PM (1/2)

The project team knows the project ”too well”

Understands the objectives and schedule

Knows the background and business case

Knows who is involved, how and in which phases

The others gather their understanding of the project from isolated ”episodes”

Like seeing a couple of frames every here and there in a 2 hour movie!

The optical illusion of the PM (2/2)

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Understanding change communications

People are automatically driven to receive messages which reinforce or fit in with their attitudes and preconceptions.

New information, which contradicts earlier knowledge and attitudes is likely to be rejected or transformed.

Supporting and reinforcing existing attitudes and conceptions is always easier and faster than changing them.

Just telling ”the facts” is not likely to change attitudes and opinions – an emotional component is needed.

Getting the stakeholders involved and actively participating as soon as possible increases the efficiency of communications.

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6 C’s of good communication

Clear

Concise

Correct

Complete

Courteous

Concrete

Thank You! Aaro Ollikainen

Aaro.ollikainen@claro.fi

Tel. + 358 (0)40 775 1134

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