It is said that project management is mostly a people/communication thing. Yet most communications are handled badly, especially communications about exceptional events or situations. When things go wrong or off the beaten path you have to make sure that you message is understood.
Let me tell you about an hypothetical (not really) situation. You are coming back from a business trip and your flight from Raleigh, NC to Montreal, Canada makes you transit through Newark, NJ. You notice when you check-in that the flight number is the same for both legs of the trip, let’s say CO 5153, and you are given only one boarding pass. You’ve seen this before a few times, it means the same plane will go to Montreal after Newark passengers deplane.
You get to Newark were the friendly flight crew thanks you for flying with them and announce that this is the end of the flight. You’re puzzled and ask an attendant. She looks a bit confused but tells you have to deplane too. More puzzlement on you part because, in the past, you stayed on the plane in those situations. Must be a security thing you think. You deplane.
As you walk out you turn around and see that the gate announces a Montreal flight 2 hours from now. Great, a delay! You do not check the flight number, it says Montreal, right? You walk around a bit and see another gate, with your flight number, departing in 5 minutes. Rats! You board and get to destination on time.
How many occasions where missed to properly communicate about an atypical situation? Could this have been handled better? Do you ever assume that your project stakeholders will , by themselves, understand there is a problem, that it is being handled, that they agree with the way it is being handled, and that they will have a common understanding? Food for thoughts I think.
What do you think? As always questions and comments are welcome.
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