working and communicating with people on projects
DESCRIPTION
Some thought provoking thoughts about typical people pitfalls experienced on projects. A must read for any project manager.TRANSCRIPT
Working and Communicating withPeople on Projects
Richard FryerGroup Manager, Organisational Effectiveness
The ground we will cover
Working with people & communicating effectively (in the context of projects)
Explored through some of the common pitfalls encountered and how to avoid them
Why is this stuff important?
Project failure is most often due to insufficient attention being placed on people or cultural issues.
Common sense, not commonly applied
An example of the size of the prize…- Service transformation in Aviva
Aug Oct Dec Feb March May July Sept
-20%
0%
20%
40%
60% Aviva
20062005
Service Rating
55%34%8%19%-5%-10%-1%-21%
Aviva Scores
Source: Aviva commissioned independent research.Net score represents distributor net score (excellent/good less quite poor/poor service).Lines represent Aviva and competitor scores.
Last to first inside 18 months – independently evaluated
Successfully followed the few simple principles I am about to share with you
Challenging how we think about change
Leaders haveall the
answers
High risk requireshigh control
People do whatthey are told
Fear is a goodmotivator
Myths – that unconsciouslydrive our project designs
The only way we cansolve complexproblems and dealwith uncertainty is byengaging everyone
3 Pitfalls to effective engagement
1. Focusing too much on solution design
2. Failing to achieve voluntary co-operation of the workforce
3. Paying insufficient attention to the formation of teams at the outset of a project
Pitfall 1 – Focussing too heavily on solution design
In my experience ‘project management’ often places insufficient attention on:
– Building commitment to the need to change
– Building habits with the new ways
Pitfall 1 – A narrow focus on solution design
Will ‘Solution’ Design Habit
Will Solution Habit
Traditional Projects
Taking a more sociological perspective
TRUST PLACED IN THE HANDS OF TOOFEW “CLEVER’ PEOPLE
What matters most is not the quality ofthe solution, but rather the process throughwhich a critical mass of the workforce areengaged in the new ways
[Source: Tipping Pointleadership, Chan Kim]
What’s wrong with focussing on solution design? Assumes that great design means great outcome – we
focus too much on WHAT rather than HOW
When things go wrong, we try and improve the quality of the solution, rather than engaging with the workforce
We often forget to build ‘will’ in our need to move quickly into design
Resources are often routed to new projects too soon before habits are fully formed and benefits often don’t eventuate
Overcoming Pitfall 1 - Summary
Take a broad perspective in project scoping
– The majority of time should be spent in Will and Habit
Often for projects to realise benefits people need to do things differently – the best solutions in the world don’t guarantee this – encouraging people to use their brains does
Pitfall 2 – Failing to achieve voluntary co-operation of the workforce
Traditional management tools of job profiles, cascaded communication, financial incentives etc are ineffective at encouraging people to go the extra mile
We need to think less about what we want people to do, and more about the process of engaging them
Pitfall 2 – Failing to achieve voluntary co-operation
Traditional tools•Resource allocation•Economic incentives•Role profiles
Managementtool
Attitude
Behaviour
Performance
“I get what I deserve”
“I do what I’m told”
Meet Expectations
Fair Process•Engagement•Explanation•Expectation clarity
“I feel my opinion counts”
“I go beyond the callof duty”
Exceed Expectations
It really is more about ‘How’ than ‘What’
[Source: Fair Process, Managing in the Knowledge Economy, Chan Kim]
Communicating using Fair Process
ENGAGEMENT
EXPLANATION
EXPECTATION
•Engage end-users in a meaningful dialogue•Honest 2-way exchange of views•Decisions by leaders, not consensus
•The leader explains the decision they have made•Explain why the decision was made•Demonstrate how you were influenced by thosewho were engaged
•Describe the expectations you have of peoplein the ‘new world’•Orient people to the future rather than the past
Why Fair Process
ENGAGEMENT
EXPLANATION
EXPECTATION
•The right people are often missed because theyare not viewed as ‘stakeholders’•People are not engaged early enough i.e. beforea decision has been made
•Decisions are frequently not explained or notexplained in a meaningful way•Leaders forget that process is more critical thanoutcome – making a decision is not enough
•People often do the same things they’ve alwaysdone even once a decision is made because leaders are not clear enough about what theynow expect
Overcoming Pitfall 2 - Summary
Communicate using Fair Process
If people are disengaging it’s often a sign that you’re not doing enough in one or more of the 3 E’s
– Not engaging enough of the right people early enough
– Not explaining your decisions
– Not being clear about your expectations
Level Merger Mindset Description
1 My way is the only way Ignorance about others
2 My way is the best way Arrogance / superiority
3 You have some good ways too Understanding / Objective understanding
4 Let me learn from your ways Openness to possible benefits
5 Let’s build a new way together New identity – best of all worlds
[Source: Walking the Talk, Carolyn Taylor]
Pitfall 3 – A belief that teams form themselves
Overcoming Pitfall 3 - Summary
Design an intentional approach to building your project team into your plans
Assume that people will resist working together initially (perhaps only unconsciously) – but that this will improve with time spent together
Conclusions
To work and communicate effectively with people on projects…
1. Focus on building will and habits, rather than putting all the emphasis on world class solutions
2. Lead using Fair Process in order to build voluntary co-operation through engagement of the whole workforce
3. Pay conscious attention to the creation of teams
Questions?
BACKUP
5 stages of being lost – Laurence Gonzales
1. Deny you’re lost – press on with urgency
2. Realise you’re lost – urgency becomes panic
3. Desperately seek anything that looks familiar – seek confirmation that you’re not lost
4. Deteriorate rationally and emotionally
5. Admit you’re lost
Quotes
We’re lost but we’re making good time – Yogi Berra
Fear is the cheapest room in the house – I would like to see you living in better conditions – Buddhist proverb
Those who lose dreaming are lost – Aboriginal proverb
Are we lost in our projects sometimes?
Admitting we are lost takes courage and is an emotional transformation