Communication—More Than Words
Communication can be tricky because the act of communicating does not rely on the message alone; it is also relies on contextual factors, such as the message delivery, the timing of the message, and how the message is interpreted.
Communication strategies are integral to the PM process; without them, most projects are destined for failure. A project usually involved a vast array of stakeholders, each of whom have their own interests and priorities and may require specific communication strategies. Project Managers should be fairly adept at communicating critical points of information to a diverse group of people during the lifetime of a project. The PM framework outlines several concepts, tools and techniques that are helpful developing an effective communication strategy:
Communication Requirements Analysis
Communication Technology
Communication Models
Communication Methods
Meetings
Communication Requirements Analysis. This is essentially the roadmap for establishing a communication plan in which you would evaluate a project’s requirements, the number of stakeholders involved, and any available resources that may help you better understand and communicate project needs across stakeholders. Some factors to consider: What are the project requirements? Who is involved? What are the strengths/weaknesses of the team? What milestones are we looking to achieve?
Communication Technology. Assessing the best modes of technology through which communication occurs ensures that you are well-equipped to execute your communication strategy. The technology you use is dependent on how extensive your stakeholder network is (i.e., anyone directly and indirectly involved with the work to be done, and where they are located). It may be useful to map out your technology needs during the initiation and planning phases of any project to determine what technology resources are available versus what may need to be outsourced. Some factors to consider: How urgent are our needs? How frequently do we need to communicate project requirements? What are our stakeholders’ roles and responsibilities? What is the best way to connect (i.e. virtually, in person, teleconference, email, etc.)?
Communication Models. Having a firm grasp on the psychological and environmental aspects of communication can be helpful in sending and receiving clear information. This includes cultural and behavioral differences, spatial components (i.e., the physical layout of the spaces in which communication takes place), tone and pitch, project transparency, design, technology quality, & interferences. Successfully navigating the challenges of communication models requires a certain level of experience. Certain aspects, such as spatial components or cultural differences, may be out of your control, but a little creativity (or trial and error) can help ensure that messages are delivered, received, understood, and acknowledged as clearly and effectively as possible across all parties. Some factors to consider: Does time of day affect communication? Does the quality of the technology support our communication efforts? Are the written and visual communication methods appropriate and coherent? Do any language or physical communication barriers exist? Is the physical space conducive to clear communication? How is feedback documented?
Communication Methods. There are many ways to communicate information; each method is contingent upon a number of factors, such as the size of the audience and the information content. Interactive communication methods include meetings, phone calls, instant messaging applications, or virtual conference platforms——these are best for facilitating multidirectional exchanges among smaller (or more manageable) groups of individuals or parties. Push communication methods include newsletters, reports, mass emails, or memos—these are best for facilitating status updates, milestones, or summaries across larger groups. Pull communication methods include repositories, databases, or collaborative platforms——these are best for managing information storage at a larger scale and exist as a shared resource for all stakeholders. Some factors to consider: Who is receiving this information? Do we need to establish a feedback loop? How often does this information need to be shared or accessed?
Meetings. Establishing space and time for discussion and dialogue is extremely important for successful communication. Even with push, pull, and interactive communication methods, including meetings in your communication strategy provides stakeholders with an opportunity to exchange information in more detail, share ideas more freely, seek additional clarity on certain matters, and hash out issues that may not be resolved with other methods. Some factors to consider: Does this meeting have a purpose/agenda? What issues or ideas need to be resolved or discussed? How much time do we have available to meet? Who should be invited to the meeting? What information from this meeting can be shared with other stakeholders?
Communication requires intention, effort, and organization, and will not always be perfect. At the very basic level, an effective communication strategy should attempt to maintain alignment with a project’s objectives. If there is a disconnect, investing time to identify the source of an issue can help minimize the potential that larger problems surface as the project progresses. And who doesn’t want that?
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