The Open Door Policy

The importance of being accessible but in a controlled way

I’m all for being there for people, honest I am. It’s just that people take advantage of it if I am.

So for the ‘productive lazy’ project manager I would suggest that it is perfectly acceptable for the lights to be on and for no-one to be at home; not all of the time obviously, and at critical times access and visibility are all too important. But for the rest of the time, why not let the whole of the team work a few things out for themselves, take some degree of responsibility and decision making, and generally get on with the tasks at hand.

Being there when you are really needed and being there all the time are very different things indeed.

Being reachable in a controlled manner, and within an acceptable timeframe, to answer appropriate questions (and not stupid ones) is equally important. The last thing you want is a long line of people queuing up at your desk waiting to ask advice, and you phone flashing with an ever increasing number of messages, all the time whilst you inbox is reaching capacity with incoming demands for your attention.

This can lead to the ‘lights on all the time’ syndrome, a very dangerous condition:

‘What should I do now?’

‘Breath’ you might reply

‘In or out?’

You have so many other more useful things that you could be doing, like reading a good book in the comfy chair for example.

Avoid the swamp

This is linked in so many ways to the communication topic already covered. If you create a communication plan that guarantees to swamp you from day one, what is the benefit; to you or to the project?

None!

The plan should ensure you are not seen as the oracle for all matters, nor that you are the bottleneck for a constructive information flow within the project team. Most projects develop communication plans in a certain way; that is as a plan that is the documented strategy for getting the right information to the right people at the right time. We all know that each stakeholder has different requirements for information and so the plan defines what, how and how often communications should be made. What project managers rarely do is consider and map all communication flows, official, unofficial, developmental or complete, and do a load analysis across the project structure of these communication flows. Of they did they would spot bottlenecks much earlier on that they normally do, usually this is only identified when one part of the communication chain starts complaining about their workload.

Consider the open door policy

The ‘open door’ policy has become a real management cliché.

‘Of course’ managers pronounce in a firm voice’ my door is always open to you all, day or night; I’m really there for you’.

Empowerment in this way has become more an entitlement for the project team than a project manager’s choice; they just expect you to be there when they want you to be (and not even when they need you to be there either). An ‘open door’ policy can easily transform a project manager’s role from that of an authority, and managing, figure to that of a subservient accommodator with little chance for exercising control on those that demand access to them.

Be a good manager

The best manager is the probably the one who reads the paper or MSN every morning, has time enough to say ‘hi’ at the coffee machine, is isn’t always running flat out because they are ‘late for an important meeting’. By that I mean that a good (an obviously ‘productively lazy’) manager has everything running smoothly enough that they have time to read the paper or MSN and so on. This is a manager who has to be confident in their position and capabilities.

A good manager will have time for their project team, and being one who has everything running smoothly, will allow that to happen.

A good manager does not to be on hand twenty four hours a day, seven days a week. They do not have to have the answer to every question nor do they have to be the conduit to the answer to every question. There is a whole project team out there – go talk to some of them – they probably will have a much better answer to hand anyway.

Think about number one

You honestly want the best for yourself as well as for the project; I understand that, so give yourself that chance. Have you ever met a project manager who has put themselves down as a project risk? ‘Yeah, well I am just too nice a guy, can’t say no, can’t turn someone away, love to chat’ – likelihood 80%, impact 100%, mitigate now!

But hopefully by now you also want to apply the productive lazy approach so consider this; let the team deal with 80% of the communication, 80% of the questions, 80% of the issues, and let the 20% come through you for consideration and guidance. You don’t even have to ‘solve’ that 20%, I would further suggest that only 20% of this 20% are likely to be answered by yourself in an adequate manner, there are always others that can better advice.

Think about the rest

OK, you have dealt with the ‘thinking about number one’ thing, now what about your team? Well by dealing with ‘number one’ you will have already done the team a huge favour. You will be accessible when you need to be accessible. The lights will go on as and when they are really needed – it is a kind of ‘green’ project management policy.

The worse thing that can happen is that just at the moment when there is a ‘clear and present’ need for someone to speak to you, whether that be on a project or on a personal matter, you are just too tied up with a whole pile of nothing to even give them the time of day. Remember the whole ‘respect’ and ‘reputation for team support’ team thing we spoke about earlier, well this is a major contributor the that.

Analyse and reduce

And this is not a one off action; you need to keep on top of this as well. Projects change, communications develop, and roles flux. Do a quick analysis of what information and queries flow through you, and how and regularly re-assess. Can others deal with some of this? What are the important components that you should be involved in? Are there too many questions and communication from certain sources? And so on.

Make sure that everyone knows that the lights will go on and when and how they can turn that light on fast if they really need to.

A project manager’s tale about the importance of position

This one is not my tale; it is the story of a friend of mine, a friend who is, of course, a project manager. A project manager who I know to be very good at team building, a real ‘people’ person.

Picture a new project with a new project office. Apparently the company my friend was working for had reserved some brand new office space in a building that they were going to move other departments in to in the coming months. In the meantime the project team could take over one floor.

Now, I have been in many project offices over the years ranging from a single desk to a temporary office unit (grey boxes that get lifted in to place by a crane and officially described as ‘relocatable and modular accommodation’ apparently). But, by all accounts, this new building that my friend moved in to with his project team was superb.

He chose a nice new desk by a window and with a view facing the doors so that he could see all that went on, people coming and going, working (or not working I guess), and so on.

And so life was good and thus did the project move forwards in a pleasing way.

The only feature that was lacking was a decent coffee machine. They had a temporary one to begin with but the team waited with baited breath for the new, top of the range, super-dooper, hot beverage dispenser.

It arrived one week day morning, wheeled in on a trolley barrow. My friend was elsewhere at the time on important project business. When he arrived back in the project office he was somewhat surprised to see that his desk now had a new neighbour. A coffee machine.

‘Hey, grab a coffee, its great’ was the general cry from the project team. I am sure that that is what he did, before walking the two feet back to his desk.

The project office was full now and so it was too late to move desk. Oh well, a great project office with a great coffee machine was not something to make too much fuss about.

And then things went downhill:

Day 1 – People started saying ‘hello’ each time they lined up for a coffee at the machine by his desk.

Day 2 – People started conversations as they waited for their freshly simulated brewed cup of java by his desk.

Day 3 – People started sitting on his desk, whilst they waited for coffee, said ‘hello’, engaged in conversation and were generally sociable.

Day 4 – People asked him where the spare coffee cups were and what ‘error 54g’ was.

Day 5 – People asked him what the telephone number for the coffee repairman was so that they could report ‘error 54g’ and get the coffee machine fixed.

Day 10 – People started using the phone on his desk whilst waiting for a coffee etc.

Day 15 – The project manager left the building.

In actual fact he did move desks, he manage to secure a small space across the landing from the main project office. It wasn’t ideal as he was now removed from the project team but, on balance, it was better than the alternative.

It doesn’t matter that you want to run an ‘open door’ policy in order to be as accessible to everyone, if you want to get on with your job you do need some ‘space’. To be right at the centre of everything all of the time is not conducive to being a good project manager.

It was the coffee machine or the project manager, and the team made it clear that the coffee machine won hands down!

A final comment

So for the ‘productive lazy’ project manager it is perfectly acceptable for the lights to be on and for no-one to be at home; not all of the time obviously, and at critical times access and visibility are all too important. But for the rest of the time, why not let your project team work a few things out for themselves, take some degree of responsibility and decision making, and generally get on with the tasks at hand.

Being there when you are really needed and being there all the time are very different things indeed.

‘You never know till you try to reach them how accessible men are; but you must approach each man by the right door’. Henry Ward Beecher

Peter Taylor is a PMO expert currently leading a Global PMO, with 200 project managers acting as custodians for nearly 5,000 projects around the world, for Kronos Inc. – a billion-dollar software organisation delivering Workforce Management Solutions.

Peter Taylor is also the author of the number 1 bestselling project management book ‘The Lazy Project Manager’, along with many other books on project leadership, PMO development, project marketing, project challenges and executive sponsorship.

In the last 4 years he has delivered over 200 lectures around the world in over 25 countries and has been described as ‘perhaps the most entertaining and inspiring speaker in the project management world today’.

His mission is to teach as many people as possible that it is achievable to ‘work smarter and not harder’ and to still gain success in the battle of the work/life balance.

More information can be found at www.thelazyprojectmanager.com – and through his free podcasts in iTunes.

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Project Managers are from Mars and Project Sponsors are from Venus

‘We are unique individuals with unique experiences’ John Gray, Men Are from Mars, Women Are from Venus

Men Are from Mars, Women Are from Venus is a book written by an American author and relationship counsellor John Gray. It has sold more than 50 million copies (yes that is one or two more than my own best-selling book The Lazy Project Manager) and spent 121 weeks on the US bestseller list.

The book and its central metaphor have become a part of popular culture and so I found myself, as I thought about the ongoing Campaign for Real Project Sponsors that I began back in 2011, that maybe we could think of project managers and project sponsors in similar terms.

The book states that most of common relationship problems between men and women are a result of fundamental psychological differences between the genders, which the author exemplifies by means of its eponymous metaphor: that men and women are from distinct planets – men from Mars and women from Venus –- and that each gender is acclimated to its own planet’s society and customs, but not to those of the other.

Now it is possible that this comes in to play if say the project manager is a man and the project sponsor is a woman – as in the book Strategies for Project Sponsorship (Management Concepts Press) by Vicki James, Ron Rosenhead and myself – to aid the understanding in the book of the two inter-playing roles we (a suggestion from the lady from Venus, Vicki, actually) agreed to separate the roles by gender. But let’s not go down that path for now – let us assume that gender plays no part in this and that the two roles, the two people, are both from project ‘Planet’ (sorry maybe that was just a tad too corny but you get my meaning).

For project success many sources of authority[1] boldly declare that good project sponsorship is critical but sadly the reality of the situation is less than perfect. Often—very often—project sponsors will have received no training or support for their critical role. In Strategies for Project Sponsorship we confirmed that with 85% of organisations declaring that they ‘had sponsorship’ in place but 83% confirmed the worrying truth that they did nothing to support or train or guide these project sponsors.

Many speak of the ‘accidental project manager’ but the reality is that the current generation of project sponsors can also be considered the ‘accidental project sponsors’. Although they may not have any background in project management or project-based activity, having reached a senior level within their organisation based on other achievements, they have assumed or have been given that role. Remember that there is not currently any official body of knowledge for project sponsors to help them understand best project sponsorship practices.

And yet project sponsors don’t just need to support projects; good project sponsors also support the project manager and project team. It is said that a project is one small step for a project sponsor and a giant leap for the project manager. Wouldn’t we all feel so much better if we knew that the project sponsor’s one small step would ensure that the complementary giant leap would lead to a safe and secure final landing?

The project sponsor/project manager partnership is one that really needs to be a good partnership built on a relationship of trust and mutual objectives.

‘If I seek to fulfil my own needs at the expense of my partner, we are sure to experience unhappiness, resentment, and conflict. The secret of forming a successful relationship is for both partners to win’ John Gray

Project sponsorship is not about an ‘either/or’ situation but a ‘win/win’ for both the project sponsor and the project manager, it is, after all, about the project and therefore about the business benefit.

If we look at the flipside of project success we can see this inter-connection and the consequences of getting it wrong:

This is a list of top project failure issues and clearly the lack of good project sponsorship can contribute to the unrealistic goals, the poor alignment, lack of resources and lack of leadership – in this case the project manager from Mars has one heck of a gaping hole to try and fill. Equally with a lack of good project management this contributes another vacuum of leadership, team engagement issues and poor risk management – in this case the project sponsor from Venus has no hope of dealing with the consequential impact.

In the book we found that the best of project sponsors operated in a very balanced way, being involved in the project, being objective about the project, being supportive of the project and project manager, and being reactive to project needs. The project manager clearly needs to be as equally balanced.

We also found that the best project managers understood what a good project sponsor should do and how they, as project managers, needed to behave within the reality of the partnership that they had, and with the project sponsor that they were ‘given’. Like the saying goes ‘you can pick your friends but you can’t pick your relatives’ it has to be appreciated that the same is true of project sponsors.

Each project sponsor (and each project manager) will be different, will be imperfect, will have strengths and weaknesses but if the combined relationship of the two roles, the two people, both understand each other’s responsibilities and capabilities then the best balance possible can be achieved for an effective and positive relationship (and subsequent project success).

‘Relationships thrive when communication reflects a ready acceptance and respect of people’s innate differences’ John Gray

If you work in an organisation that needs to develop your project sponsors from Venus (and maybe also your project managers from Mars) then maybe check out the book, or contact me to find out how I can help. And spread the word, we do really need everyone to join the Campaign for Real Project Sponsors; there is a lot (a lot) of work to be done.

As an example, the latest PMI Project Management Body of Knowledge[2] (Edition 5) is a valuable and extensive document of reference with 185,230 words of wisdom crammed inside. Sadly of those words only 159 refer to project sponsorship at all, I’ll raise it to 179 words by generously including the 20 words in the glossary that refer to ‘organisational sponsorship’ – I am being generous as it mentions project sponsorship as one word ‘sponsor’s’ (and Project Sponsor is not in the glossary as a term). Anyway that means this most widely referenced body of knowledge has a mere 0.01% content related to the ‘most important person in the project…’[3]

OK I hear what you are saying, Peter that is the ‘Project Management’ body of knowledge so don’t be so harsh. Well maybe I might take the point (actually I wouldn’t, at the very least we should see a whole lot more about how the project manager needs to interact with the project sponsor but for the sake of this particular argument …) so let’s move across to the perspective of the organisation.

The OPM3 / Organizational Project Management Maturity Model[4] looks at the overall maturity of project based activity inside and organisation so there is no escaping the project sponsor on this one is there?

Well it seems that the answer to that question is surprisingly a big fat ‘Yes’.

Out of the 151 Self-Assessment Measures only 1 is related in any way to project sponsorship; ‘Are the sponsor and other stakeholders involved in setting a direction for the project that is in the best interest of all stakeholders?’

At least it is question number 1 on the list.

And of the 600 Best Practice measurements only 3 reference project sponsorship, numbers 1440, 1450 and 5460.

See what I mean? Still don’t think we have a problem?

This needs to be taken seriously and changes need to happen, fast.

There is some fantastic work going on with and for project managers, we have landed on Mars and we are setting up home and making it look dammed good; but the balance is all on that side. Venus, on the other hand is pretty much undeveloped and in need of a real make-over.

You can find out more at www.strategies4sponsors.com and you can also join the LinkedIn group – Projects Sponsors, to continue the discussion. Or contact me at peter.b.taylor@btinternet.com

‘Strategies for Project Sponsorship is a unique blend of practical, step-by-step tools; hard-won wisdom from the PM trenches; and solid, research-based recommendations. As a PM author reading this book, I found myself in awe of how nimbly the authors weaved together seemingly disparate elements: here citing research findings, there providing war stories or case study examples, and finally pivoting to morph these into powerful, ready-to-use tools. As someone who’s both managed projects and trained project managers for more than three decades, I know this for certain: This book should be in every project manager’s tool kit and in every project sponsor’s briefcase’ Michael Greer

Peter Taylor is the author of two best-selling books on ‘Productive Laziness’ – ‘The Lazy Winner’ and ‘The Lazy Project Manager’.

In the last 4 years he has focused on writing and lecturing with over 200 presentations around the world in over 20 countries and with new books out including ‘The Lazy Project Manager and the Project from Hell’, ‘Strategies for Project Sponsorship’, ‘Leading Successful PMOs’, and ‘The Thirty-Six Stratagems: A Modern Interpretation of a Strategy Classic’ – with a number of other book projects currently underway.

He has been described as ‘perhaps the most entertaining and inspiring speaker in the project management world today’ and he also acts as an independent consultant working with some of the major organizations in the world coaching executive sponsors, PMO leaders and project managers.

His mission is to teach as many people as possible that it is achievable to ‘work smarter and not harder’ and to still gain success in the battle of the work/life balance.

More information can be found at www.thelazyprojectmanager.com and www.thelazywinner.com  – and through his free podcasts in iTunes.

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[1] Check out Project Management Institute, Inc. Pulse of the Profession™, March 2013 and CHAOS Manifesto: The Year of the Executive Sponsor (Standish) 2012 and PricewaterhouseCoopers LLC: Insights and Trends: Current Portfolio, Programme, and Project Management Practices 2012 – The third global survey on the current state of project management as just a few.

[2]. The PMBOK® Guide—Fifth Edition is the preeminent global standard for project management from PMI. It provides project managers with the fundamental practices needed to achieve organizational results and excellence in the practice of project management.

[3] One of PMI’s foundational standards, the Organizational Project Management Maturity Model (OPM3®) – Third Edition is a guide to achieving organizational project maturity.

 

Communication (Silence can be Golden)

In The Hitchhikers Guide to the Universe (Douglas Adams) – which readers will know is one of my favourite reads – there was a race called the Belcerebons of Kakrafoon Kappa who had a very unhappy time. Once a serene and quiet civilization, a Galactic Tribunal sentenced them to the powers of telepathy solely because the rest of the galaxy found that peaceful contemplation a contemptuous thing. As a result Ford Prefect compared them to humans because the only way the Belcerebons could stop transmitting their every thought to each and every other Belcerebon was to mask their brain activity by talking endlessly about complete and utter trivia.

Recently I have turned in to a bit of a commuter between my home and London and, as a result, I have spent a few long hours on the train in to the city (and home again).

I have decided that the Belcerebons now inhabit a new home in the universe, that of the standard class coaches of the inter-city train that I am forced to share with them.

Now, of course, I own a mobile phone and, of course, I have the phone switched on but apart from the occasional text it remains unused, and on ‘silent’. Others it seems, even at 7am in the morning, have the need to exchange monumentally unimportant trivia about their personal and working lives through the medium of shouting in to a mobile phone.

What has this to do with project management you may well ask (and probably do ask)? Well I am constantly going on about communication being the key differentiator that makes for good project managers, as opposed to competent project managers.

Good communication comes from the perfect harmony of the right message delivered the right way and at the right time. Much of this timing comes from planning for such communication, and more than that it is the filtering out or removal of unnecessary communication that delivers no value and distracts others.

And good communication comes also from thought and reflection, often through periods of silent contemplation. If everybody on a project attempted to communicate out to every other person at the same time then very little, or perhaps no, communication would really occur.

Now of course there will always be some occasions that urgency dictates the exchange of information at a moment’s notice but for the most part this is not the case, it can wait, in fact it is often far more effective to wait.

I think that, instead of one ‘quiet’ coach on each train for those that wish to have peace on their journeys that there should be one coach allocated solely to those few who lives are far more important than the rest of us and whose ever thought must be conveyed immediately (and loudly). Let them all sit in one place and out-loud each other, they will probably enjoy it.

For the rest of us travelers let there be peace with the acceptance that the occasional important call might take place for very good reasons.

Perhaps I am becoming a grumpy old project manager but hopefully not; I just feel that in project management (and life in general) less is most definitely more especially when it comes to communication. But don’t get me started on the soon to be with us use of mobile phones on a plane…

Happy travelling!