communication as a leadership tool © 2010 120vc holdings, inc. all rights reserved
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Communication as a Leadership Tool
© 2010 120VC Holdings, Inc. All rights reserved
What You Will Learn• The First Rule…• Communication Protocols – Effective Leadership
How to maintain a “Can Do Approach” That you “Can’t Manage By Exception” How to “Manage Expectations” effectively How to present status to Executives w/out creating
fear, uncertainty and doubt How to “Overcome Obstacles Through Education”
© 2010 120VC Holdings, Inc. All rights reserved
What You Will Learn• Reporting Issues – Lead the Lions
What a Scheduled or Defined communication is What an FYI is What an Escalation is About the 3B’s Not to ever ask an executive “how” to do your job
© 2010 120VC Holdings, Inc. All rights reserved
Executive Communication Overview
© 2010 120VC Holdings, Inc. All rights reserved
Communication Overview• First things first…
Don’t think about it – Do it! Promotion, the big projects – Interested?
• PMBOK says… 90% of what a PM does daily is communicate – But why?
• We communicate to LEAD…• Communication is a means to an end
If you want to be heard – get a Therapist Socializing is for evenings and weekends
© 2010 120VC Holdings, Inc. All rights reserved
Communication Overview• We lead up, down and across• Walk a mile – Leadership: The executive psyche
No one stops by just to say hello Fight or flight
• 4th type of executive communication – No bueno Approach w/ Executive = Approach w/ Customer Perception is 100% the reality
© 2010 120VC Holdings, Inc. All rights reserved
Executive Communication Protocols
© 2010 120VC Holdings, Inc. All rights reserved
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Executive Communication ProtocolsThe Scenarios…• A new request is made while providing status in a
group.• A new request is made while providing status “Mano
y Mano”.• A new request is made while informing of an issue.• A new request is made…
© 2010 120VC Holdings, Inc. All rights reserved
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Executive Communication ProtocolsThe First Rule• Don’t communicate with executive stakeholders in
project management mumbo jumbo• Avoid creating fear, uncertainty and doubt
“Can do” approach• Focus on what can be done - Never what can’t!• Identify obstacles to define a “Can Do” approach• Only communicate obstacles if required to
substantiate approach
© 2010 120VC Holdings, Inc. All rights reserved
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Executive Communication ProtocolsManagement by the rules – not by exception• There is at least one exception to every rule• It is impossible to manage by exception• Communicating exceptions in advance creates fear,
uncertainty and doubt
The secret formula• Diligently support the policies - Creates credibility• Exceptions will be acceptable
© 2010 120VC Holdings, Inc. All rights reserved
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Executive Communication Protocols“Managing Expectations” effectively• Do not respond to a request by outlining obstacles• Creates fear, uncertainty and doubt• Obstacles may never result – You don’t look smart!• “Can Do” approach – Your entire existence
The secret formula (even if its already complete…)• Paraphrase, confirm acceptance & be gone• Creates credibility & confidence in success• Creates easy working relationship – Go to “guy”…
© 2010 120VC Holdings, Inc. All rights reserved
Presenting Status to an Executive
© 2010 120VC Holdings, Inc. All rights reserved
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Presenting Status to an ExecutiveWhat Executives want to know – No more, No less1.Project Health
Briefly explain risk affecting the health & Actions you are taking w/ resolution date if available
2.Accomplishments since the last status report3.Briefly describe all issues – regardless of health
Briefly describe the issue & Actions you are taking to resolve w/ resolution date if
available
© 2010 120VC Holdings, Inc. All rights reserved
Overcoming Obstacles Through Education
© 2010 120VC Holdings, Inc. All rights reserved
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Overcoming Obstacles Through Education• Never say
“because it’s the way we do things” or “because it’s required”
• Undermines your credibility as a Leader – Don’t be a Note Taker
• Recognize the opportunity - Look Smart!• Explain the benefits of the approach – The
“WIIFM”• Do NOT use Project Management Mumbo Jumbo
© 2010 120VC Holdings, Inc. All rights reserved
Reporting Issues
© 2010 120VC Holdings, Inc. All rights reserved
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Reporting Issues• As scheduled – Never deliver bad news• FYI – Empowerment (Notification of an issue, plan for
resolution)• Escalation – Assign work up (Notification of an issue, plan
for executive resolution)The secret formula 1. Everything is under control, 2. briefly describe the issue
and 3. briefly describe the SOLUTION.** Critical success factors• Never ask an executive how to perform your job!• Remember the 3B’s
© 2010 120VC Holdings, Inc. All rights reserved
Thank You
© 2010 120VC Holdings, Inc. All rights reserved
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