Knowledge workers bring far more than just their intellectual skills to a project. They bring their fears, their prejudices, their motivations, their emotional history, and their personalities to the table too. At kick-off meetings we openly discuss our roles and skill sets, but these other intangible things are never exposed.
Yet the way that stakeholders and team members interact with one another is almost certain to have a greater impact on the success of your project than which technology platform you choose or what goes into your style guide.
I gave this talk at MIMA Summit 2014 in Minneapolis.
22. Ask questions like these...
What are your processes and tools?
What’s working, and what’s not?
What does your team look like?
What other teams and departments do you
work with?
Where are the bottlenecks?
What are your challenges?
23. ...not these
What are your business requirements?
What functionality do you need on the
website?
What buttons do you want on the admin
panel?
24. The magic sentence
(I have no idea how Kristina
can hear anything over that
loud party hat.)
Image courtesy of Sean Tubridy!
“Tell me more
about that.”
26. Tory
Brand Manager
THE SITUATION
Brought you onto the project
Over-communicator
Goes back on decisions
Keeps you away from her boss
27. Tory
Brand Manager
WHAT’S GOING ON?
Her boss doesn’t respect her
She doesn’t know how to defend
her ideas
Afraid of losing her job
Feels she’s on shaky ground with
the advent of digital
28. Tory
Brand Manager
WHAT CAN YOU DO?
Give her digital resources
Discuss ways to defend your ideas
together in advance
Give her YOUR respect
29. Felix
Business Analyst
THE SITUATION
Is inflexible
Asks for inappropriate deliverables
Values deadlines over progress
Hides behind process, project
plans
30. Felix
Business Analyst
THE SITUATION WHAT’S GOING ON?
He doesn’t really understand the
domain of the project
He’s afraid that if he deviates he’ll
be shown up
31. Felix
Business Analyst
THE SITUATION WHAT CAN YOU DO?
Communicate frequently
Set up additional sessions to work
through subject matter
32. Sharon
Head of Customer Care
THE SITUATION
Frequently says, “I’ve been saying
that for four years...”
Sighs and rolls eyes during
meetings when recommendations
are made
33. Sharon
Head of Customer Care
THE SITUATION WHAT’S GOING ON?
Feels she hasn’t been heard in the
past and isn’t going to get the
credit she deserves
Feels sidelined by the new project,
which she doesn’t own
34. Sharon
Head of Customer Care
THE SITUATION WHAT CAN YOU DO?
Turn her into an ally
Get her on board
Give her credit for her ideas in
front of other team members
35. Karl
Digital Editor
THE SITUATION
Has worked here for a long time
Helped build current version of
website
Seems uncooperative
Takes a long time to submit work
36. Karl
Digital Editor
THE SITUATION WHAT’S GOING ON?
Feels threatened by negative
attention on current site
He’s struggling with perfectionism
Doesn’t like to show his work
37. Karl
Digital Editor
THE SITUATION WHAT CAN YOU DO?
Take time to understand past
challenges and history
Make sure he feels heard
Treat his deliverables as works in
progress, collaborate
38. Laura
Compliance Officer
THE SITUATION
Keeps changing copy in ways that
are not customer-friendly
Sees everything in black and white
terms
39. Laura
Compliance Officer
THE SITUATION WHAT’S GOING ON?
Afraid of being sued
Motivated by doing her job well
Sees herself as a champion for
compliance
40. Laura
Compliance Officer
THE SITUATION WHAT CAN YOU DO?
Ask for feedback, not revisions
Make a visible effort to understand
the regulatory environment
41. Lee
Lead Developer
THE SITUATION
Doesn’t seem to trust you
Doesn’t get involved at workshops
Seems condescending
Doesn’t answer your questions in
detail
42. Lee
Lead Developer
THE SITUATION WHAT’S GOING ON?
Has had bad experiences with non-technical
people in the past
Developed prejudices
43. Lee
Lead Developer
THE SITUATION WHAT CAN YOU DO?
Demonstrate your technical
understanding early
Create clear, useful deliverables
Avoid marketing jargon and
buzzwords
44. Saul
Stakeholder from HR
THE SITUATION
Difficult to get hold of
Uncooperative during interviews,
doesn’t open up at all
Gives one-word answers or says he
doesn’t know
Extremely defensive
45. Saul
Stakeholder from HR
THE SITUATION WHAT’S GOING ON?
He’s suspicious of the project and
your motives
Afraid that he doesn’t know the
answers
46. Saul
Stakeholder from HR
THE SITUATION WHAT CAN YOU DO?
Become his friend
Be open about the project objectives
and your motives
Reassure him
Ask about things that he knows well
to get him comfortable
55. Everyone has their reasons.
He’s scared of
taking
responsibility.
She’s
struggling
with
perfectionism.
He’s worried
about
looking
stupid.
She’s afraid
that she’ll
be blamed.