Project Smart ~ Exploring trends and developments in project management today

Calendar icon
Adobe PDF icon

It's Easy to Give the Good News

~ By Brad Egeland

Cutout letters arranged to form the words: Bad News

As I think back to some treacherous experiences in my project management career, I'm reminded of the huge difference between giving good news and bad news to the project client.

It's so easy to pick up the phone to say the project is rolled out successfully, on time, on budget or that the latest deliverable is coming a week early and it's ready for review.

It's so much harder to wrap your head around how to break bad news - really bad or embarrassing news - to the project client.

That takes thought, strategy, perhaps some soul searching, and maybe some praying that a couple of the project team members would like to be there when you break the news. You know - to catch you when you get knocked down or to call for help fast.

One time I had to tell a client that our company was shutting down due to fraud. Not easy. On another project, I had to tell a client we were going to go $300k over budget if we kept going on the project (I was asked by my PMO director to not share this news earlier to the client…for what logical reason, I don't know).

Sharing this kind of news is not fun. It takes thought, preparation, courage, and a helmet to go to your project customer and share this type of information.

Let's consider what we can do to best prepare for, and then effectively deliver, the very bad news we sometimes have to relay on our projects:

Analyse the Situation

As the PM, check the landscape. How bad or how big is the issue? Get your best gauge of the situation before gathering the team. This isn't a weeklong or daylong process. It's a 10-minute one.

Gather the Team

Next, gather the team to discuss and assess. Again, this is not days or even hours. You need to not cause much of a delay before going to your senior management and ultimately to the customer. Discuss what you've assessed. Gain your team's insight. Brainstorm on the issue, the causes behind the issue and one, two or three possible courses for resolution.

Advise Senior Management

Next, advise your senior management of the situation and your potential resolution options. Depending on your comfort level, the hopelessness of the situation and the structure of your organisation, you may need to move this step up higher in the process. But it has to happen, of course. You may even need senior management involved in relaying the information and plan to the client.

Devise a Plan and Present It to the Client

Next up, consider the options for resolution (or at least mitigation) that you - as a team - came up with back in the 2nd step of this process. What has the best chance of working? What conforms most to your customer's needs and direction?

You'll likely want to be prepared to present a couple of options to the customer - assuming there are viable options. In the first scenario above, I really had no option. When your company completely collapses, there isn't much you can offer. They offered me a job, but I decided not to go that route.

In the second scenario, I came up with ideas on how we could get back on track, but it still involved about $285,000 worth of work, which essentially put the entire project on hold for an extended period of time while funding was discussed.

Hopefully, your scenario will be less hopeless.

The final step, of course, is for you to present the options to the client and hope for the best - meaning you hope you're given a chance to resolve what is wrong rather than the client just pulling the plug on the entire engagement.

What About You?

How do you handle relaying the very bad news? Do you tell the customer immediately? Assess for a day with team and management? And who gives the news - you? PMO Director? CEO?

Share your experiences on projects that went all wrong and how you dealt with it and dealt with the customer.


Comments

Be the first to comment on this article.

Add a comment



(never displayed)



 
2000
How many letters are in the word four?
Notify me of new comments via email.
Remember my form inputs on this computer.

10 Golden Rules of Project Risk Management

Three red dice reading: Manage your risk

The benefits of risk management in projects are huge. You can gain a lot of money if you deal with uncertain project events in a proactive manner.

Project Management Checklists

Checklist

Checklists are underused in the planning and managing of projects. Here is a high level twelve-point checklist for use during project planning.

How to Get the Most From Your Project Team

Project team in a huddle

Project management is people management. Here's our reminder of how to make sure you get the most from your project team.

Project Management Process Groups Explained

Project management process group icons on a curved line

Project management processes consist of five process groups and a control system used to apply knowledge and skills to a project. This article provides a breakdown of what's involved.

PROJECT SMART is the project management resource that helps managers at all levels improve their performance. We provide an important knowledge base for those involved in managing projects of all kinds. With weekly exclusive updates, we keep you in touch with the latest project management thinking.

WE ARE CONNECTED ~ Follow us on social media to get regular updates and opinion on what's happening in the world of project management.


Latest Comments

Duncan Haughey commented on…
Psychology for Project Managers
- Thu 22 October 5:10pm

Michael Fayamba commented on…
RACI Matrix
- Sun 18 October 6:34pm

Muhammed Ayub commented on…
Understanding the Project Management Triple Constraint
- Fri 9 October 8:54am

Latest tweets

General Project Management • Re: Recently passed the PMP exam. Read my story https://t.co/JiLqltyM8e about 4 hours ago

General Project Management • Re: MEET – Model for Employee Engagement with connecTs https://t.co/0Dzr1kMYrr about 1 day ago

General Project Management • Re: Why is it important to develop a product-thinking mindset? https://t.co/MDkelGWCog about 1 day ago