Fast Leadership Lesson: Fact-Based Communications Presented by Seanna Horan Successful Transitions (720) 334-9231 www.seannahoran.com [email_address]

Why Communicate with Facts? Facts enable us to demonstrate: Knowledge Grasp of Details Confidence Our clients will perceive us as more: Competent Effective Results- Oriented

Facts enable

us to demonstrate:

Knowledge

Grasp of Details

Confidence

Our clients will perceive us as more:

Competent

Effective

Results- Oriented

Results Leaders Can Expect You’ll spend less time: Making erroneous assumptions Jumping to conclusions Trying to get points across You’ll have more : Meaningful conversations Effective decisions Team development Confidence

You’ll spend less time:

Making erroneous assumptions

Jumping to conclusions

Trying to get points across

You’ll have more :

Meaningful conversations

Effective decisions

Team development

Confidence

Communication “Make-Over” Before: general impression “We’re almost ready to begin Phase 4.” After… lasting impression!

Before: general impression “We’re almost ready to begin Phase 4.”

After…

lasting impression!

What Is A Fact? Demonstrated to exist or known to have existed: Dinosaurs once lived in the canyons near Golden, CO. An event: Jeffrey Petkovich and Peter DeBernardi became the first people to go over Niagra Falls and live to tell about it. Something believed to be true or real: “Hops are to beer as grapes are to wine.” ~ Bill Coors Knowledge or information based on real occurrences. Definition from The American Heritage® Dictionary of the English Language, Fourth Edition.

Demonstrated to exist or known to have existed: Dinosaurs once lived in the canyons near Golden, CO.

An event: Jeffrey Petkovich and Peter DeBernardi became the first people to go over Niagra Falls and live to tell about it.

Something believed to be true or real: “Hops are to beer as grapes are to wine.” ~ Bill Coors

Why We Need Facts Facts are observable. Facts are quantifiable. Facts, of themselves, are without emotion. Facts can be discussed and agreed upon.

Facts are observable.

Facts are quantifiable.

Facts, of themselves, are without emotion.

Facts can be discussed and agreed upon.

Fast Facts: “Do The Math” Numbers 150 tasks 76 employees 38 contractors 100% staffed Over/under by X FTEs Schedules Performance compared to a set date Financials “ On target” “ To commitment” +/- 5% budget Under/over by $100K Increased revenue by 7% from Q1 to Q2 Percentage of a number 112 of 150 tasks = 75% Over by X% Under by Y%

Numbers

150 tasks

76 employees

38 contractors

100% staffed

Over/under by X FTEs

Schedules

Performance compared to a set date

Financials

“ On target”

“ To commitment”

+/- 5% budget

Under/over by $100K

Increased revenue by 7% from Q1 to Q2

Percentage of a number

112 of 150 tasks = 75%

Over by X%

Under by Y%

“Facts Are Our Friends” Reiterate Decisions Service Desk prompts were reduced from 8 to 3 at the client’s request . Quantify Scope New PCs have been refreshed for 1,958 of our 2,600 users. Describe Standards Five of our six core processes are documented in full compliance with ITIL standards.

Reiterate Decisions

Service Desk prompts were reduced from 8 to 3 at the client’s request .

Quantify Scope

New PCs have been refreshed for 1,958 of our 2,600 users.

Describe Standards

Five of our six core processes are documented in full compliance with ITIL standards.

Example “ We completed 100% of data migration for Phase 3. By achieving this milestone, 80% of project tasks are done. Two network architects will join our team on Monday. This will round out our staffing plan for Phase 4. We’re managing costs within 6% of budget. In summary, we are on track to complete Phase 4 on time, on budget .”

“ We completed 100% of data migration for Phase 3.

By achieving this milestone, 80% of project tasks are done.

Two network architects will join our team on Monday. This will round out our staffing plan for Phase 4.

We’re managing costs within 6% of budget.

In summary, we are on track to complete Phase 4 on time, on budget .”

The Basics Who? What? When? Where? Why? How? Trickier

Who?

What?

When?

Where?

Why?

How?

How We Use Facts Build experience “I smell fresh coffee and it helps me wake up in the morning.” Find meaning “My daughter just graduated, and it’s a great feeling to see her succeed!” Make assumptions “It’s third-and-ten. Jake Plummer is going to pass.” Draw conclusions “Gasoline is $3.60 a gallon? That’s ridiculous!” Adopt beliefs “Italians always talk with their hands.” Take action “The light’s red – stop!”

The Ladder of Inference I take ACTIONS based on my beliefs I adopt BELIEFS about the world I draw CONCLUSIONS based on the assumptions I make ASSUMPTIONS based on the meanings added I add MEANINGS (cultural and personal) I select DATA from what I observe I OBSERVE data and experiences (with my 5 senses) Adapted from The Fifth Discipline, Peter Senge.

How We Use Facts: The Ladder of Inference I take ACTIONS based on my beliefs I adopt BELIEFS about the world I draw CONCLUSIONS based on the assumptions I make ASSUMPTIONS based on the meanings added I add MEANINGS (cultural and personal) I select DATA from what I observe I OBSERVE data and experiences (with my 5 senses) Effective communication starts at the bottom of the ladder and climbs up Often we go into a Reflexive Loop: Our beliefs affect what data we select the next time.

How Fast Do We Work Today? No wonder communication gets muddled!

What This Means for Us Everyone makes decisions and takes actions based on their “ladders.” A vacuum is created in the absence of shared data and experiences. It will be filled by the person’s “ladder.”

Everyone makes decisions and takes actions based on their “ladders.”

What This Means for Us We don’t have all the data, all the time. Sometimes we can’t share all of our data.

We don’t have all the data, all the time.

How Can We Fix This? Stop and breathe  Go down our ladders and climb back up Trace facts that we are working with See how we made our decision/conclusion Be willing to: Adjust our reasoning Change our assumptions Get more data than we have selected

Stop and breathe 

Go down our ladders and climb back up

Trace facts that we are working with

See how we made our decision/conclusion

Be willing to:

Adjust our reasoning

Change our assumptions

Get more data than we have selected

Ask Ourselves: “ What am I doing and why?” “ What do I now believe?” “ What are my conclusions? “ What are my assumptions? “ How am I giving data meaning?” “ What data am I selecting?” “ What am I observing?” Take ACTIONS Adopt BELIEFS Draw CONCLUSIONS Make ASSUMPTIONS Add MEANINGS Select DATA OBSERVE data and experiences

“ What am I doing and why?”

“ What do I now believe?”

“ What are my conclusions?

“ What are my assumptions?

“ How am I giving data meaning?”

“ What data am I selecting?”

“ What am I observing?”

Try to Avoid “Dueling Ladders” IT Leader: “ Put A Hold on Staffing” Client: “ I’m Escalating this Issue”

IT Leader’s Ladder Change the testing process. Offer testers incentives. Take ACTIONS $5M project budget for 8 months Forecasted $62,500 per month Actual run rate is $80,000 due to unexpected software licensing issue Project base-lined 5/1/08, completion date 12/31/08 4 FTE testers hired; 2 more required for scope of work OBSERVE Data & Experiences Our actual run rate vs. forecast is $17,500. Select DATA We’re 28% over budget because we missed the software licensing issue. Add MEANINGS I can work with my leaders and team to make up the difference. Make ASSUMPTIONS I can’t hire any more testers. I can’t share financial details with client. Draw CONCLUSIONS My company needs me to make my numbers. We can be more creative. Adopt BELIEFS

$5M project budget for 8 months

Forecasted $62,500 per month

Actual run rate is $80,000 due to unexpected software licensing issue

Project base-lined 5/1/08, completion date 12/31/08

4 FTE testers hired; 2 more required for scope of work

Client’s Ladder I’m going to escalate this issue. Take ACTIONS My company outsourced data processing $5M project budget for 8 months Project base-lined 5/1/08, completion date 12/31/08 4 FTE testers hired; 2 more required for scope of work OBSERVE Data & Experiences My IT provider has 4 of 6 testers hired. Select DATA We’re on track but we’ll get behind next month if they don’t hire more testers. Add MEANINGS They’re a global company – they should have testers available. Make ASSUMPTIONS Before outsourcing, I had a team of 10 people. We did projects like this all the time, on time. Draw CONCLUSIONS I’m not sure about my IT provider. Adopt BELIEFS

My company outsourced data processing

$5M project budget for 8 months

Project base-lined 5/1/08, completion date 12/31/08

4 FTE testers hired; 2 more required for scope of work

Better Approach Increase your Facts-Based Communications. Practice using the Ladder of Inference. Talk with your Leaders and Team. Be creative together. Get aligned on what to say to your Clients.

Increase your Facts-Based Communications.

Practice using the Ladder of Inference.

Talk with your Leaders and Team.

Be creative together.

Get aligned on what to say to your Clients.

IT Leader Speaks with Client I understand your concerns about staffing and achieving our project milestone. Acknowledge viewpoint and feelings Share facts My group had an unexpected software licensing issue this month, and it affected our financials .

I understand your concerns about staffing and achieving our project milestone.

My group had an unexpected software licensing issue this month, and it affected our financials .

IT Leader Speaks with Client While I can’t hire more testers now, I worked with my team to streamline the testing process . Be willing to adjust Share facts We will be able to work 20% faster and still maintain testing quality . I will monitor progress daily , and provide incentives to the testers to ensure they stay on track .

While I can’t hire more testers now, I worked with my team to streamline the testing process .

We will be able to work 20% faster and still maintain testing quality .

I will monitor progress daily , and provide incentives to the testers to ensure they stay on track .

IT Leader Speaks with Client I’d like to review the testing process with you and ensure that it meets your expectations . Be open Your business is important . We will do our best for you , and achieve the project milestone. Demonstrate commitment

I’d like to review the testing process with you and ensure that it meets your expectations .

Your business is important .

We will do our best for you , and achieve the project milestone.

Results! When we understand our thinking, we can share it with others. They can hear our point of view and understand our thinking. We will listen to theirs and be open to questions. And we will move forward together.

When we understand our thinking, we can share it with others.

They can hear our point of view and understand our thinking.

We will listen to theirs and be open to questions.

And we will move forward together.

For more information, please contact: Seanna Horan Successful Transitions (720) 334-9231 www.seannahoran.com [email_address]

Seanna Horan Successful Transitions (720) 334-9231 www.seannahoran.com [email_address]