The document discusses effective communication strategies for project management. It emphasizes that project managers should communicate rather than just inform stakeholders. Effective communication involves understanding the audience, tailoring the message appropriately, and continually engaging stakeholders over the course of a project rather than just during major milestones. Project managers need to recognize that others may not have the same comprehensive understanding of a project as the project team and should work to establish shared understanding among all stakeholders.

1. Project management with a human face
Part 6: Do not inform, communicate!
Aaro Ollikainen, Claro Leaders Oy
1 18.5.2012

2. The seven steps to project
management with a human face
Create a shared dream with a
deadline
Find the correct leadership touch
Get the right people
Don’t inform, communicate
Encourage passion
Celebrate the conflicts
Get hold of the stakeholders
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3. 6. Don’t inform, communicate
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4. Process model of communications
Reason
Reason
AND
emotions
Sender Transformed Receiver
Message Channel message
/ media
Adapted from Claude Shannon, Schematic diagram of a
communication system, from "The Mathematical Theory of
Communication" (1948)
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5. Having trouble getting heard? What can (and typically does)
go wrong in project communications
 YOU:  THE RECIPIENT:
 Too many simultaneous  No interest
messages; your voice gets lost  No background information
in information overload. given
 Messages conflict one another  No time
 Difficult / alien words or  Mind already made up about
concepts the subject
 No repetition / reinforcement  Mind already made up about
 Wrong communication media YOU
 Wrong tone
 Wrong timing
 Technical communication
problems (connectivity,
distortions…)

6. What do you choose communication to be?
”Passing on the
flame of knowledge
takes nothing away
from your own
flame.”
”Knowledge is power” ”Uninhibited, real-time communication
through formal and informal networks
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is power”

7. The dimensions of a message
 Each message has at least three components, which should support each other
and not be in contradiction with each other:
1. Content of words or communication
2. Way of communicating (method, tone, timing, situation / context)
3. Relationship between the parties
 What you are shouts so loudly in my ear, that I cannot hear what you say
 Ralph Waldo Emerson

8. Communication is continuity
 Do not let the people wonder in the night. Stay in
touch with people also during ”quiet times”.
 Your team may get your idea at once, but do not
count on it. Re-communicate the project objective
and critical factors time after time.
 Catch people doing things right.
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9. The optical illusion of the PM (1/2)
 The PM and the project
team know the project
inside out, are
committed, know the
background, the
objectives and benefits.
 The others may know
their own role, are often
uncertain of what they
are expected of.
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10. The optical illusion of the PM (2/2)
 The project team knows the project
”too well”
 Understands the objectives and
schedule
 Knows the background and
business case
 Knows who is involved, how and
in which phases
 The others gather their
understanding of the project from
isolated ”episodes”
 Like seeing a couple of frames
every here and there in a 2 hour 10 18.5.2012
movie!

11. Understanding change
communications
 People are automatically driven to receive messages which reinforce or fit in
with their attitudes and preconceptions.
 New information, which contradicts earlier knowledge and attitudes is likely
to be rejected or transformed.
 Supporting and reinforcing existing attitudes and conceptions is always
easier and faster than changing them.
 Just telling ”the facts” is not likely to change attitudes and opinions – an
emotional component is needed.
 Getting the stakeholders involved and actively participating as soon as
possible increases the efficiency of communications.
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12. 6 C’s of good communication
 Clear
 Concise
 Correct
 Complete
 Courteous
 Concrete

13. Thank You!
Aaro Ollikainen
Aaro.ollikainen@claro.fi
Tel. + 358 (0)40 775 1134
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