The Difference Communication Makes in Projects

Introduction

Inefficient communication is the main reason why projects fail, i.e., are over budget and late and do not deliver what was initially expected. According to the PMI Pulse of the Profession 2023 report¹, communication is amongst the most critical power skills to acquire. According to the same report, organisations prioritising more power skills deliver their projects more successfully. In this article, I will explain the concrete difference that efficient communication makes in project delivery.

Two Scenarios: A Comparison

Here are two scenarios illustrating how communication affects project success:

1. Nivra’s Approach: Miscommunication Leads to Setbacks

Nivra is a project manager who implements an Enterprise Resource Planning (ERP) system for a big organisation. One morning, Nivra storms into the project team office and goes straight to Gus: "You were supposed to have done this by yesterday. I want it by tomorrow morning. I don't care if you have to work on it the whole day and night. Get it done!". 

Gus never got a chance to explain the reasons for the non-delivery and that he wasn't clear on the deadline. Later that day, Nivra got a message from the ERP supplier about a setback that would put the project off track. Nivra had known of this potentially happening as it was a risk the ERP supplier had raised, but Nivra did not tell other stakeholders about it and didn't have a mitigation plan in place. Nivra did not want to "alert" the project sponsor and steering committee and hoped the risk would not materialise. At a meeting with some future users of the ERP system, some complained that the part shown did not do what they needed it to do. Nivra blamed the team member in charge of developing this part for not understanding the requirements.  

2. Luvon’s Approach: Clear Communication Ensures Progress

Luvon knows the project is approaching a firm deadline. Arriving every morning in the office, Luvon asks the team members, "What do you need to make this deadline? Is progress as planned? Anything to clarify with a stakeholder?". 

Everyone shares their concerns and progress. Luvon regularly updates the key stakeholders on the progress until the deadline. Luvon is in regular contact with an external collaborator as they raised some concerns on their side regarding their ability to meet the deadline. Luvon raised the risk with the project sponsor and informed the sponsor and the steering committee on a regular basis. The project is ready to put a mitigation plan into action if the collaborator informs them they will not meet the deadline.

Are You More Like Nivra or Luvon?

What is happening in the projects in these two scenarios is similar. However, the way of handling it as a project manager is completely different. And it will have more than a significant impact on the project. How do you think team members and other stakeholders feel in each scenario? How much do you think they want to engage and are confident in the successful delivery of the project?

The Importance of Communication in Successful Projects

Successful projects are built on a strong communication foundation. Communication is what holds all parties together while delivering the project. The main goal of this communication is to get things done. After all, project management is results and tasks-driven. But it is people who run projects. So, as a project manager, look after the people, and they will look after the project!

What You Achieve with Efficient Project Communication

These are some examples of what efficient communication will bring to your projects.  

• Clear Objectives, Goals, Tasks and Deadlines: Team members know what to do, why they do it, how to do it and when to do it. Wider stakeholders know why you do what you do, what to expect and when.
• Engaged Stakeholders: When you communicate relevant information at the right time to the right people, then stakeholders feel that they know what they need to know about the project. Furthermore, they know what's in it for them and are more eager to contribute and engage with the project when it comes to championing it, testing the deliverables and embedding the project's deliverables into their business-as-usual activities.
• Better Risk Management: Most risks escalate into issues because of a lack of communication, which would have seen the risk becoming more likely to happen.
• Better Team Collaboration and Efficiency: That sounds cliché, doesn't it? But that's the reality. Communication is the oil in the cogs of the team working.  

What Needs to Underpin Communication

Communication in project management is not just about being a smooth operator (in a positive sense). Efficient communication needs to be underpinned by four values that should guide every communication and action in a project. I take these values as the most important when interacting with your team members and other stakeholders.  

• Respect: Everyone in the project has something to contribute. All voices need to be heard, all questions answered.
• Trust: It will foster more open communication between stakeholders. Combined with respect, it will create an environment in which people can be open, make mistakes and share their ideas and thoughts about the project without fear.
• Autonomy: As a project manager, you need to allow people to decide, and you need to delegate appropriately. Your role as a project manager is to get the best out of your team to deliver the project.
• Integrity: As the project manager, you need to lead by example. If you do not show integrity in your words and actions, your team members and stakeholders will lose confidence and trust in you, your honesty and your reliability.  

Now, let's turn to what you can do concretely to make your project communication more efficient. Below are five areas that require your focus. Getting them right will go a long way towards efficient project communication.  

Key Communication Strategies for Project Managers

• Develop a Communication Plan: This is a given. Every project needs a detailed and tailored communication plan. It relies on thorough stakeholder identification. It contains the who, when, how, how often, and by whom of your communication within the project. It allows us to keep track of planned communication. However, this is only a first step. It is not because you have meetings in your plan that these meetings will be successful.
• Use Technology Wisely: In an era in which we have access to so many tools, apps, and various technologies, it is easy to use them just for their own sake. Using many different tools to communicate is likely to confuse people interacting with the project. Consider the needs of the project and then assess which tools are best to fulfil these needs. Avoid using technology that is unsupported or not officially approved by your organisation. If you think the best technology is one not yet available to you via your organisation, make a case to get it and embed it in future projects.
• Regular Updates: Schedule time to discuss progress, address issues or adjust plans as and when needed. These updates can be informal or set up meetings for them. Keep people informed. Your communication plan should reflect this effort for regular updates beyond project update reports.
• Encourage Open Communication: Begin by being open to yourself. Share what is happening in the project, even the not-so-good news. Setbacks and issues always happen. Share them and ask stakeholders for help with them when necessary. If you are open, your team members and stakeholders will also open up more easily. This flow of communication will ensure everyone is clear on and engaged with the project.
• Tailor Communication to Your Audience: Communication is not one size fits all. This is why having a communication plan in itself is not enough. The important aspect is how you turn the planned and unplanned interactions into impactful moments. You need to understand the communication needs and expectations of your stakeholders, depending on their roles in the projects and aspects such as their culture, circumstances, and so on. To achieve this, you first need to become aware of your own communication patterns and then understand others' patterns to adapt your communication. The goal of communication is to be understood, and this is the responsibility of the person who sends the message. So, you need to "speak a language" that your interlocutors will understand.

Conclusion

By implementing these strategies and embracing the core values of respect, trust, autonomy, and integrity, you’ll be well on your way to improving communication in your projects. Strive to be more like Luvon—clear, open, and proactive in your communication, ensuring the success of your projects. 

Now you can work on being more of a Luvon and less of a Nivra!

Reference Literature

¹ Project Management Institute (PMI). 2023. "Pulse of the Profession 2023 - Power Skills, Redefining Project Success."
² Harvard Business Review (HBR). 2012. "The New Science of Building Great Teams."