In this second part of manager’s role in having difficult conversations, the focus is on the conversations with customers and other stakeholders when dealing with project overruns.
Again, the natural tendency is to delay action in the hope that somehow the problem would get resolved only to shock the customer with bad news just before the “D Day”
This is an invitation to consider “SKOTCH” Framework that can help in handling those difficult conversations with customers and other stakeholders.
“SKOTCH” framework is based on the following six-step approach to be implemented as soon as the risk is identified:
S – STATUS – Understand the current status fully from all stakeholders. Acknowledge accountability and ownership. Avoid blame game
K – KNOW THE IMPACT due to delay – to the project, to the customer and stakeholders, to the organization. Particularly, Cost, Quality, Time, Effort (Resources)
O – OPTIONS – Identify options that can help mitigate and assess how the options will impact the ecosystem.
T – TRANSPARENCY – Be Transparent with the customer and all the stakeholders about the challenge.
C – CONTRACTUAL OBLIGATIONS – Understand the applicable contractual conditions for the situation fully. Be cognizant of the impact due to that.
H – HOW TO MOVE FORWARD – Agree with the customer and all the stakeholders on action steps to move forward. And, get a signoff on the revised plan.
This is an unfortunate situation that Project Managers often find their projects in. People, the team and stakeholders are key to successful project outcomes. And, it is important to have a framework that can help steer their project out of it.
PS: As part of my Project Managers’ Transition Coaching Program (PMTC®), I coach, train and mentor Project Managers in applying this and other frameworks that can help them learn how to balance logic and intuition and traverse through the inevitable ups and downs of complex projects. To know more about it, please mail: mnp@samriddhy.com
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