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“It can’t be done until next week.”
If a client is expecting their deliverable in two days, that’s a message they absolutely don’t want to hear. But unfortunately for project managers, project delays happen all the time.
The reasons vary -- inadequacies in the project management plan, resource constraints, scheduling mishaps, changing expectations, or unclear project requirements -- but mostly, it’s because people aren’t communicating properly.
According to a PMI (Project Management Institute) report, 20% of projects fail because of ineffective communication. The cost of poor communication in actual dollars is also high. The same report estimates “US$75 million at risk for every US$1 billion spent.”
Without a specific, enforceable deadline, teams are unlikely to complete a project on time.
Teams with no idea of what a successful project looks like are likely to fail in the quality department, and loosely controlled projects could go way over budget, resulting in a truly unhappy client.
In this guide, we will discuss the role of communication in project management -- a necessary project management basics element -- the different forms of communication, and the types of communication strategies project managers can employ so that stakeholders stay informed and able to perform their duties.
We’ve all been reminded since we were kids that communication is a two-way street.
Its goal is to relay information, and ensure that both the sender and recipient share the same understanding of that information. Communication is not just verbal. Other communication types exist, specifically nonverbal, written, and visual.
Verbal communication is the use of sounds and words, as opposed to gestures and mannerisms, and can be both written and spoken.
It’s commonly used in group meetings, formal or informal discussions, phone conversations, video conferences, and one-on-one feedback sessions.
Sign language is also a form of verbal communication.
Most communication is nonverbal and involves neither words nor speech.
It can come in the form of facial expressions, gestures, body language, appearance, eye gaze, posture, and paralinguistics (e.g., tone of voice, loudness, accent, rate of speech, and pitch). Silence is also a form of nonverbal communication.
Nonverbal communication can be intentional or unintentional. For example, a person may involuntarily smile if he or she hears something pleasing, like praises for a recently completed project. This form of communication can induce confusion if the spoken words and nonverbal cues don’t jibe.
Written communication, commonly used in business, uses the written word to instruct or convey a message. It’s used in emails, memos, reports, manuals, websites, blogs, advertisements, and news releases.
Visual communication uses art, photographs, drawings, sketches, charts, and graphs to send a message.
Visuals are often used in reports and presentations to provide context, emphasize a point, or render concepts that are difficult to grasp more digestible.
With the proliferation of modern technology tools, project managers can now use various strategies to better communicate with their teams. Below are five communication techniques you can tap to keep everyone in the loop.
In meetings, a group of people assemble to discuss updates, wins and successes, areas for improvement, and strategies to get things done better. Project management meetings are effective because:
Meetings are best done face to face to allow teams to form bonds, build trust, and cultivate feelings of empathy. If you work with geographically dispersed teams, consider these collaboration tools to facilitate virtual team meetings:
To make the most of your meetings, remember to:
Despite the growing popularity of other forms of messaging, email is still a major communication medium in the workplace.
It’s easy to use, widely adopted, fast, generally reliable, and platform-agnostic. Anyone can send and receive emails regardless of the device used, whether that’s a smartphone, tablet, laptop, or desktop computer.
Email has specific uses. Only use email when:
Don’t use email when:
Useful email tools to consider:
Whether it’s a new email you’re drafting or a follow-up email on the action items discussed in a meeting, keep the following pointers in mind when emailing your team:
Although phone calls are no longer as popular as before and have largely been replaced by other forms of communication such as texting, social media, and email, they’re still a viable strategy for effective communication.
If you need an immediate answer to a question, all you have to do is dial a team member’s number.
Tone also gives dimension and emotion to your words, unlike email and other forms of written communication in which your message can easily be misconstrued.
To get the most out of phone conversations, consider the following tips:
Teams that welcome feedback are more likely to succeed. When used properly, feedback gives employees specific goals to aim for and reinforces productive behavior.
You can schedule some forms of feedback at regular intervals, such as performance reviews. Other forms of feedback, such as informal huddle or one-on-one sessions, can be done at any time.
Giving feedback is a skill that project managers must master, and so is receiving it. Almost everyone has been on the receiving end of negative feedback, which can be very uncomfortable, so be careful when providing feedback. To put feedback to good use:
Given the amount of listening we do every day, you’d think we’d all be experts at it by now.
That is, unfortunately, not the case. Actually listening is hard work, and with the myriad of distractions we find ourselves battling constantly, we don’t even hear what’s being said most of the time.
Active listening happens when you focus your full attention on the speaker. You listen not just with your ears but all your senses.
The goal of active listening is to learn something, which helps you get to the bottom of things, especially if you’re trying to resolve difficult situations or conflicts within the team. To actively listen, remember to:
It’s been said many times, but it’s worth repeating: Communication is the lifeblood of successful organizations. It triggers teamwork, promotes positive working habits, and helps teams overcome hurdles and come out stronger.
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