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