Listen and access
Listening is defined as “hearing with attention”. I like that definition, because some project managers hear but don’t listen to what is being communicated. In some cases the individual may also be nervous about bringing this news to you, and may therefore emphasize certain parts of the problem and not others. This is one reason why an initial reaction to the issue should be avoided if possible.
For example, a team member may let you know that they are going to miss an upcoming deadline and that the primary cause of this is another person or vendor not delivering what they need. After you listen to the issue and examine all factors, you may find that the problem is more like half the vendor’s problem and half the other team member. If you immediately react to the message the vendor is late, the fact that your team member did not provide them with an earlier deliverable may have caused the problem in the first place.
This is an important point in project management, if your team members know that you react badly to bad news, they will try and avoid delivering it to you. My earlier point of shooting the messenger applies here. As a project manager, you want all the news about the project, both good and bad. This is needed to take the necessary action when issues arise.
Once the problem is known, then take the necessary time to assess its impact on the project. By determining the severity of the issue, the action plan that will result may differ considerably.
Determine an action plan
Once the severity of the problem has been determined, then you need to build an action plan to solve the issue. Depending on the significance of the change, so will your action plan’s contents. For minor changes increased resources, staff or some parallel process activities might provide the results. More significant changes will require more drastic actions to be taken. Typical plans could include:
- Minor course correction within scope of existing plan;
- Significant impact on current budget or deadlines – need to build document change and agree revised project plan with changes factored in;
- Huge impact on plan – may be necessary to re-budget or access the viability of the current project.
Figure: Action plan process options
Once this assessment is made prepare for action; whatever the level of change involved.
Take action
Some project managers are good at listening and even planning, but seem reluctant to take action. Like jumping off the diving board for the first time, going down the ski slope or any first time challenge, the action has to be taken.
No amount of research or planning will take the place of someone doing something. If the investment has already been made to resolve the problem, then just do it. Ensure that the action plan includes communication with all team members, not just those impacted by the changes. At times of trouble, over communication can help motivate the team, take on the new challenges and give new life to the project. Action steps should include:
- Communicate the plan to get the project back on track;
- Determine specific actions for individuals or groups;
- Ensure all members understand the impact on the current plan and schedule;
- Slow down or stop activities that may be affected.
Excerpted from Finish What You Start by Michael Cunningham
