interacting with clients_swinburne v2
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8/2/2019 Interacting With Clients_swinburne v2
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HIT3416/HIT3417 1-1Faculty of Information and Communication Technologies
1Providing business change advice through program and project management
Interacting With Clients
HIT3416/HIT3417 1-2Faculty of Information and Communication Technologies
2Providing business change advice through program and project management
Presentation themes
Baseline
Actionsfor success
Communications
Conflict
Stakeholders
Interaction
ProjectChange
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HIT3416/HIT3417 1-3Faculty of Information and Communication Technologies
3Providing business change advice through program and project management
Hard and soft skills used when interacting with clients
Communication
Forward Planning
Relationship management
Change management
Conflict resolution
Negotiation skills
Thick skin!
Clients as stakeholders
HIT3416/HIT3417 1-4Faculty of Information and Communication Technologies
4Providing business change advice through program and project management
Stakeholders Clusters
Source from brainstorming with the team, organisation charts, Internet
and Intranet, customer and supplier databases
The mediaResearch groups
The wider communityEnd users
Unions and lobby groupsFocus groups
Government departmentsProgram Manager
Other dependant projectsProject Sponsors
CustomersSenior Management
Competing organisationsOther business units
Suppliers / VendorsProject Team
Regulatory AuthoritiesPeers and staff
ExternalInternal
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HIT3416/HIT3417 1-5Faculty of Information and Communication Technologies
5Providing business change advice through program and project management
Observe seating patterns
Have a clear goal with a flexible agenda
Allow participants to share and debate there views
Take brief notes
Structured or unstructured questioning?
Answer questions completely Understand and vary question types
Listen note both verbalised and implied information
Interaction
Meetings
Interviews
HIT3416/HIT3417 1-6Faculty of Information and Communication Technologies
6Providing business change advice through program and project management
Research the organisation / topic beforehand to engage in
informed conversation
Be friendly and professional in outward presentation
Maintain eye contact (without staring!)
Match language (jargon), speech pattern, tone, speed and
posture
Funnel conversation with direct questions last. Ask specific
questions to keep them on track
Excessive note taking can reduce rapport
Smile!
Establish rapport in interviews
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HIT3416/HIT3417 1-7Faculty of Information and Communication Technologies
7Providing business change advice through program and project management
Stakeholders will react differently to actual and perceived project
change outcomes
Project People Change
60% undecided20% excited 20% resistors
HIT3416/HIT3417 1-8Faculty of Information and Communication Technologies
8Providing business change advice through program and project management
encourage people to talk and be a good inquirer
follow up on promises and keep them in the loop
seek out a connection with each stakeholder
be aware of cultural, personal and religious beliefs
be rude or discourteous
show a lack of interest
contradict, put down, interrupt or judge
get drawn into personal grudges or gossip
Communication
Do
Donot
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HIT3416/HIT3417 1-9Faculty of Information and Communication Technologies
9Providing business change advice through program and project management
Communication
Media advertisementsSMS
PostersInternet (website & forums)
Leaflet dropPresentation
Instant MessagingMail out
Telephone / video conferenceVoice mail
Broadcast e-mailTelephone
One to one e-mailInterpersonal (face to face)
Channels: (synchronous and asynchronous)
HIT3416/HIT3417 1-10Faculty of Information and Communication Technologies
10Providing business change advice through program and project management
Communication Challenges
Be patient
Give the person a role
Separate the group
Ask the person direct
questions on a topic
Activity
Hitting an impasseDealing withdominant ordistracting people
Dealing with non-participators
Target other team
members by name
Focus on theagenda
Use non-verbal to
include others
Separate the
group
Defuse misplaced
emotion from the
situation
Use lateral thinking
techniques
Change the topicfor a while
Take a break
Work towards a
compromise
decision
Vote
Agree to disagree
and move on
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HIT3416/HIT3417 1-11Faculty of Information and Communication Technologies
11Providing business change advice through program and project management
Conflict within a project can be positive but you do not exist to
solve everyone elses problems
Plan your conflict resolution strategy in advance
Stop snowballing arguments by asking questions of clarification
Have an agreed escalation process
Where you lack skills get expert help
Follow through on resolutions
Dont let your emotions get the better of you
Conflict
HIT3416/HIT3417 1-12Faculty of Information and Communication Technologies
12Providing business change advice through program and project management
Define your stakeholders
Define your style of communication
Be aware of stakeholder attitude through project change
Be aware of the escalation path for conflict resolution Partially assimilate with the organisational culture
Maintain focus on your objective
Baseline Actions
Successful interaction is all about three things
People Communications Engagement
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HIT3416/HIT3417 1-13Faculty of Information and Communication Technologies
13Providing business change advice through program and project management
Slides based on presentation given by
Glenn McTaggartMISM, MBA, DpMechEng
Managing Director and Project Practitioner
kuh pty ltd