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DEVELOPING GREAT
COMMUNICATION
PRACTICES
PRESENTED BY BRETT HARNED
[email protected] | @brettharned
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brettharned.com
[email protected]
@brettharned
Digital PM Consultant & Coach
digitalpmsummit.com
@digitalPMsummit
Hi, I’m Brett
Project Management
for Humans
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GOOD
PROJECT MANAGEMENT IS
ROOTED IN SOLID
COMMUNICATION PRACTICES
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COMMUNICATIONS
TEND TO BE THE TOUGHEST
PART OF THE ROLE.
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PROJECT MANAGERS SPEAK:
MARKETING, IT, FINANCE, LEGAL,
DESIGN, USER EXPERIENCE,
STRATEGY, CONTENT, CODE,
AND MUCH MORE
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EMPATHY.
EXPERTISE.
CONSISTENCY.
PMs SPEAK WITH:
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A GOOD PM WILL
GET TO KNOW
TEAMS AND
STAKEHOLDERS
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TYPES OF COMMUNICATORS
Analytical
Intuitive
Functional
Personal
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ANALYTICAL
COMMUNICATORS
• Prefer facts and data
• Prefer specific language, not vague
• Like communication to be unemotional;
logical and dispassionate
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INTUITIVE
COMMUNICATORS
• Thinks big picture
• Wants to get to the point; not about details
• Enjoys challenging convention
• Can be frustrated by detailed conversations
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FUNCTIONAL
COMMUNICATORS
• Likes process, detail, timelines, well-thought
out plans
• Communicates in step-by-step fashion
• Plays Devil’s Advocate
• Likes being relied on for detail
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PERSONAL
COMMUNICATORS
• Values emotional language and connection
• Finds value in assessing what people think
and feel
• Good listener and diplomat
• Builds deep relationships; is the “glue”
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WHAT TYPE OF COMMUNICATOR
ARE YOU?
Analytical
Intuitive
Functional
Personal
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FIND WAYS TO
COMMUNICATE
REGULARLY
AND IN A WAY THAT WILL
WORK FOR
EVERYONE
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WORDS
MATTER
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CREATE A COMMON
LANGUAGE & UNDERSTANDING
• Never assume that your team or clients understand
you, or your work:
• “When I say ‘X’ I am referring to…”
• “Am I making sense?”
• “Are we all on the same page?”
• “Any questions?”
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CREATE A PROJECT
VOCABULARY
• Get to know and understand your client’s operation and
ask clarifying/probing questions
• Create a project dictionary of client terms for your team
• Know + understand your company’s vocabulary
• Educate your clients on your process and deliverables
• Avoid using acronyms (at first)
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LISTEN AND TAKE CUES
FROM YOUR
TEAM AND CLIENTS
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ASK QUESTIONS
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IT’S NOT EASY!
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COMMUNICATION ROUTINES
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ONE-ON-ONES.
STATUS.CHECK-INS.
WE CREATE ROUTINES:
EMAIL.
PHONE.
COMMUNICATION TOOLS.
MEETINGS.
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CREATE ROUTINES
• Status reports and meetings
• Client check ins and conversations
• Team stand up meetings
• Informal check-ins
• Meetings
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IT’S IMPORTANT TO
TALK ABOUT
HOW YOU
COMMUNICATE
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STATUS REPORTS
AND MEETINGS
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STATUS REPORTS
AND MEETINGS
• Provide transparency about the project
• Build accountability
• Develop better team communication
• Assess and address issues proactively
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A GOOD STATUS REPORT
INCLUDES:
• What happened last week
• What is happening this week
• What is planned for next week
• To-dos/Action items
• Project percent complete (plan update)
• Budget update (if relevant)
• Risks, blockers, and solutions
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Download our free status report template:
https://www.teamgantt.com/project-status-report-template
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A well-done status
report can be used
to update your
internal team and
clients at the same
time.
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STATUS
ROUTINES:
• Write and post a report for review regularly
• Schedule regular status meeting to review the report
• Weekly, bi-weekly, monthly (use your scope as your guide)
Be flexible—do what works for the team and client
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AD HOC CLIENT/STAKEHOLDER
CHECK-INS AND MEETINGS
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CLIENT CHECK-INS
AND MEETINGS
• Set expectations for how/when you will communicate about
project details
• Provide transparency on your process, team progress, timelines,
budgets, risk, etc.
• Allow you to build client relationships and look for new business
opportunities
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Build Relationships:
Every conversation—
large or small— will
contribute to project
success.
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STANDUP
MEETINGS
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STANDUP MEETINGS
• Should take 15 minutes or less
• Help to build and solidify teams and trust
• Keeps everyone updated and focused on project work
• Focused solely on what’s happening
• Generate useful conversations
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STANDUP
MEETING AGENDA
Go around the group allow each person to provide
an update in this format:
• What I accomplished yesterday/since our last standup
• What I will accomplish today
• What obstacles might impede progress
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STANDUP
MEETING ROUTINES
• Daily
• Weekly
• Monthly
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Accountability:
Standups help to keep
teams accountable to
communicate about
progress (or lack
thereof).
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INFORMAL CHECKINS:
• Empathy is key
• Try passive communications
• Be helpful
• Be willing to help solve problems
INFORMAL TEAM
CHECK-INS
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SIGNALS:
What are the ways you
can tell that someone
should not be
interrupted?
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APPROACHING INFORMAL
TEAM CHECKINS:
• Empathy is key
• Be helpful, not intrusive
• Be willing to help solve problems
• Try passive communications
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Be routine in your
approach, not in your
timing.
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MEETINGS
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“Actions speak
louder
than meetings.”
- Lee Clow, chairman and global director of TBWA/Worldwide.
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• Determine the value of the meeting
• Estimate the time needed
• Identify goals for your meeting
• Determine the best attendees
• Determine when it needs to happen
• Create an agenda
• Share information needed for the meeting
BEFORE SCHEDULING:
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ESTABLISH ROLES
• Leader
• Facilitator
• Recorder
• Timekeeper
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SAMPLE MEETING AGENDA
Goal: This is an internal review of our research report.
Please review the document attached and be prepared to
provide and discuss feedback and next steps.
Agenda:
9:00-9:30 - Presentation of document (Abby)
9:30-10:00 - Feedback review and discussion (All)
10:00-10:15 - Next steps, wrap up (All)
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ENSURE
MEETING
PRODUCTIVITY
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ESTABLISH GROUND RULES
• Be on time, be prepared
• No devices (stay present)
• Not contributing? Dismissed.
• Think before speaking
• Stay on task and on time
• Listen (with an open mind)
• Attack the problem not the
person
• Close decisions and identify
action items
• Record meeting notes, and
post them publicly
• Follow-up on outcomes
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MAKE THE MOST
OF YOUR
TIME.
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A FINAL NOTE ON
COMMUNICATION ROUTINES
• They build expectations, which leads to stronger
communications and accountability
• They keep you honest about what needs to be
communicated (and when)
• They’re easy to schedule
• They build trust and camaraderie
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CREATE A
COMMUNICATIONS PLAN
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WILL WHAT WORKS
FOR YOUR TEAM
WORK FOR CLIENTS?
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DISCUSS PREFERENCES
• Modes for day-to-day communications
• Who should be involved or copied?
• How often should status be reported and discussed?
• Is there any additional information that should be shared/
exchanged regularly?
• Will the tools we use work?
• Are there any meetings we should discuss or schedule now?
• Are there any practices you use that should be considered?
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IT COMES DOWN TO:
• Message type
• Timing/schedule
• Delivery method
• Originator
• Audience
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Stakeholders:
Don’t forget to talk
about who should be
involved at all levels.
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EVERYTHING
IN
WRITING
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Source: https://www.quickbase.com
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Source: https://www.linkedin.com/pulse/tips-effective-communications-management-plan-shimuk-enterprises/
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FIND WAYS TO
COMMUNICATE
REGULARLY
AND IN A WAY THAT WILL
WORK FOR
EVERYONE
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RECAP
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AS GOOD COMMUNICATORS, WE…
• Practice empathy
• Get to know our teams and stakeholders
• Work diligently to create common language and understanding
• Listen and ask questions
• Talk about our communication preferences
• Create routines that help to facilitate communications
• Create communication plans to solidify what was discussed,
and put our words in to action
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Q&A
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THANK YOU!
brettharned.com
@brettharned
teamgantt.com
@teamgantt