In my last blog I discussed how to restore your calm and equilibrium when deciding What do you tell your manager when the wheels come off?
In this article I’ll discuss how to prepare for that difficult conversation using a simple four-step plan:
- Situation analysis
- Options development
- Options selection
- Communication
1. Situation analysis
It is important to understand what the situation is quite clearly. You haven’t got the leisure to conduct detailed root-cause analysis which would, in any event, probably be irrelevant to the current situation. However you should have a clear insight on the situation from at least two perspectives what is wrong? And what are the consequences or ramifications if it is allowed to remain wrong? Remember Einstein said “If I had an hour to solve a problem I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.”
2. Options development
There is always more than one way of dealing with things and the most obvious may not be the best or optimal; it is worth carving-out some time to look at the available options. At this stage you should have no clear preference for any option; all options that will address the situation are contenders and should be given equal consideration.
3. Options selection
Ultimately, of course, you do need to select one of the courses of action to pursue. This should be done on a ‘business case’ basis that is balancing the three considerations of cost, benefit and risk. Cost has to be considered from a variety of perspectives and not solely cash; for example time, in stressful situations, is often at a premium. Benefits are a question of what, beyond resolution of the situation, is the ‘spin off’ or additional benefit or utility of each option. Finally consider the risks, this is the risk to the resolution of the situation as well as to the implementation of the option. Once you are satisfied with the option you have selected you can take one of two courses of action, you can either enact it or communicate your intention of enacting it.
4. Communication
By this stage in proceedings you have assessed the situation and can justify the selection of a remedial course of action. If you have followed the preceding three stages thoroughly (or at least as thoroughly as time will allow) you should have confidence and conviction when you come to communicate it. The usual laws of good communication now apply; be clear what response you need from the person or group to whom you are communicating. The effectiveness of a communication can only be assessed from the perspective of the effect it has. Once you have established this then select the most appropriate mechanisms and vehicles to deliver your communication (including the anticipated form of feedback) and then execute it.
Practice makes… better
As with anything else familiarity with the process steps and rehearsal will always increase your competence against the day you need to deploy these skills for real.
Prepare yourself for the difficult conversations by practising this simple set of tried and trusted processes in your day to day project interactions, so that you will be able to use them to help you through the inevitable stressful situations.
Latest posts by Nick Dobson (see all)
- 70:20:10 – Company goal or corporate bluff? - September 14, 2015
- Preparing for that ‘difficult’ conversation - July 6, 2015
- What do you tell your manager when the wheels come off? - July 6, 2015