This is the third installment of Rescuing Troubled Projects. This time we will discuss teams and communication. If you missed any of the prior installments, then you can read them here.
As I said last time, a good, properly motivated team can accomplish amazing things.
However, gaining the respect and trust of a new team (or of an existing team where you are the new leader) takes time.
Nevertheless, there are a few simple things you can do quickly to help rebuild or to improve the morale of your new team:
- If your team is not completely remote, then bring in snack foods and drinks. I usually set up a table and keep it stocked. We all know that developers live on Jolt Cola and candy bars. If any part of your team is remote, then make sure that they get the same kind of consideration as the local team.
- Look for opportunities to genuinely praise good work. These teams have often not heard a thank you or a kind word in a long time.
- See if it is possible to have a morale event. I favor bowling, but you should be innovative. If you can only do a pot-luck, then do one.
In some cases, you will be the working primarily with a customer team. When this happens, you should make an effort to learn the group dynamics and who the key players are. This will help you to find ways to relate to the team and to be accepted by them.
At one major food retailer I was introduced to a team of twenty plus recently-minted project managers on a major, but troubled, project. I attended a team meeting early on, not to just take note of issues and status, but to learn the team’s norms and behaviors. During the meeting they passed around various snack foods and joked about the use of the term “vanilla” being used to mean standard or straight forward. At the next meeting I showed up with bags of snacks and a white plastic horse I nicknamed “Vanilla”. By the end of the meeting I was an accepted member of the team.
I am not a great communicator. Hence, I can say with some experience that it takes effort to communicate effectively.
On every killer project that I arrived at, there was already a serious communication issue. Often the team and client were not even aware of it!
You must learn the client’s business language and teach the team to speak it. You should also cultivate allies in cleaning distorted messages. These are usually client contacts or coaches that understand and agree with your message and will filter out distortion and deliberate interference for other clients.
Remember the communications model, and put in steps to verify that the message that is sent is the message that is received.
Years ago, after completing a very successful project for a client, I was involved with another project for the same client.
This second project was having a lot of trouble getting going … unlike the first project. I sat down with my contact on the client team and we discussed why we were having a problem.
We finally realized that it was a communications issue. The terms we were using meant different things to the new group we were working with. We resolved it by writing a dictionary of terms that both sides used from that point on.
Often teams or clients believe that they have communicated effectively because “we told them what we wanted.” The reality is that little or no coherent information actually was transmitted. You must verify, usually over and over, that the information you send and receive is correct. Clients (and project teams) will very often not understand the need for clear communication.
At one account, I asked the client why they had not turned their Acceptance Test cases over to the project development and test team. I was told, “That would be cheating!” This is clearly a case of not communicating effectively.
I spent 9 years in voice recognition. So, I know that people act like they are listening, when they are not really listening at all. We nod, and smile, and we may chuckle at the right moments, but we are not really paying attention at all. We are thinking about lunch or what we will do tonight. This is why we document and review what we document.
Next time we will cover the importance of focusing on the correct activities.
See you then!