2008 PMI Leadership Institute Meeting Presentation Sao Paulo- Brazil Effective Questioning, Communication and Understanding

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reproduced or disseminated without the expressed written permission of PMI.
““Did he really say that”?Did he really say that”?
The simple art
of component
communication
.

2. This is the property of Project Management Institute and may not be
reproduced or disseminated without the expressed written permission of PMI.
What my parents said…
• Go on, give your uncle
a hug!
No one said you need to love each other
but,
• You need to acknowledge each other.
• Consider each others feelings and need
What it means in to our component

3. This is the property of Project Management Institute and may not be
reproduced or disseminated without the expressed written permission of PMI.
• I’m only going to tell you once!
• Ask why and be willing to learn.
• Listen to your customer and act.
• Understand the risks and purpose.
• Once the decision is made don’t
fight it, be the ally and work as
one!
What my parents said…
What it means in to our component

4. This is the property of Project Management Institute and may not be
reproduced or disseminated without the expressed written permission of PMI.
• I hope your room is clean when we get back!
• Our clients expect more from us than
what we sometimes think.
• Realise that what may be important to
them, may not be to us
What my parents said…
What it means in to our component
Keep your house in order, you are being assessed
daily!

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reproduced or disseminated without the expressed written permission of PMI.
• Make sure you clean your shoes before
you come into the house
• Know your client and local culture.
• Be informed, understand the rules.
• We must respect our clients “space”.
What my parents said…
What it means in to our
component

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reproduced or disseminated without the expressed written permission of PMI.
• Make sure your pocket money lasts you to
the end of the week!
• Understand you capital
• Invest it wisely ( ROI)
• Budget your spend - so you don’t
run out!
What my parents said…
What it means in to our
component

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reproduced or disseminated without the expressed written permission of PMI.
• What! You need more money? What for and
where did you spend it?
• Understand you capital and don’t over commit
• Adjust your budget with a sound understanding
of where your money went.
• If you need a loan (more money) adjust your
outlooks and make sure you have a sound
business case
What my parents said…
What it means in to our
component

8. This is the property of Project Management Institute and may not be
reproduced or disseminated without the expressed written permission of PMI.
Questioning Is a Key SkillQuestioning Is a Key Skill
We all know that success in projects
depends on using a structured framework
but,
• Asking questions effectively so your goals,
deliverables and deadlines are not
misunderstood is critical to a successful
project outcome.

9. This is the property of Project Management Institute and may not be
reproduced or disseminated without the expressed written permission of PMI.
To be effective we mustTo be effective we must
Understand…Understand…
• Why we are asking the question
• Any assumptions made
• How to choose words carefully
• Where we are likely to get the best and most
complete answers

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reproduced or disseminated without the expressed written permission of PMI.
StepsSteps
–Closed Questions
–Open Questions
–Questioning to the Void
–Handling Answers

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reproduced or disseminated without the expressed written permission of PMI.
ClosedClosed QuestionsQuestions
Questions that determine the possible answers by
the way they are asked
• To check answers or show that you
understand them
• Start with “Do, Have, Will, Can, Are, Is…”
• Be ready for a long answer even though you
expect a short one

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reproduced or disseminated without the expressed written permission of PMI.
Open QuestionsOpen Questions
Questions that invite unrestricted answers in
phrases or sentences
• Used to gather or clarify new information
• They start with “What, Where, When, How, Who,
Why…”
• Listen for many different possible answers

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reproduced or disseminated without the expressed written permission of PMI.
Questioning to the VoidQuestioning to the Void
Re-asking a question to get the most specific answer
• To make concerns specific and easier to work on
• Turnaround questions
– Re-ask the question based on the answer
– Look for the most specific answer
• “What else…” questions
– Re-ask the question in the same form
– Look for the most complete answer
• The “void” is when we stop making progress

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What else? Where’s the void?What else? Where’s the void?
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??????
“What else ?
Questions get us the
COMPLETE picture
Questioning to the “Void”
gets more accurate
information

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reproduced or disseminated without the expressed written permission of PMI.
Handling AnswersHandling Answers
Receiving and assessing information given to you by others
• To make sure you can use the information you get
• After you ask a question:
– Listen (clarify if necessary)
– Acknowledge
– Confirm
– Record
• If the answer does not match the question, acknowledge
and ask again
• If the answer is confusing, doubtful, incomplete, or too
general, use turnaround or clarifying questions
• Acknowledge and provide feedback

16. This is the property of Project Management Institute and may not be
reproduced or disseminated without the expressed written permission of PMI.
SummarySummary
• What my parents tought me
• Open Questions
• Closed Questions
• Questioning to the Void
• Handling Answers

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reproduced or disseminated without the expressed written permission of PMI.
Questions?