From Project Management to Deep Listening
The Project Management Institute publishes the PMBOK® Guide, which documents and standardises generally accepted project management information and practices covering 10 knowledge areas and 49 key processes.
Project Communication Management is one of these 10 key knowledge areas, and the associated communication plan is a document that defines how information will be collected, distributed, and managed throughout the project. It serves as a roadmap for communication activities and, if done well, provides all the tools and processes to ensure expectations are managed. All project participants are aligned; success is guaranteed, right!
Or, could there be a scenario where a project meticulously meets all the criteria for effective communication inputs and planning, yet still falls short of achieving effective communication outcomes for stakeholders, the team, or both?
Oscar Trimboli, in his book ‘How to Listen’, identified through his Deep Listening Research survey a discrepancy between how well we think we listen and reality. 74.8% of respondents consider their listening skills either above or well above average. When asked to rate others listening skills, we only rate 12.1% of people as above or well above average. What does this mean for your project? In short, you have a collective team who believe they are 6 times better listeners than others in the room. Is it any wonder at times we wonder why things don’t progress smoothly or misunderstandings arise? It's essential to recognise and address this gap in perception to improve communication and collaboration within your project team.
You now know that people underestimate their listening capability, but when you look around the room, everyone is engaged. Overly engaged! People seem to want to contribute all the time and at times don’t let the speaker finish their thought before jumping in. Enter three very important numbers to understand: 125, 400, and 900. On average:
- Your talking speed will only be 125 words per minute.
- Your listening speed is 400 words per minute.
- Your thinking speed will be 900 words per minute.
These findings carry several implications for project team members, such as the need to predict what the speaker will say next and potentially interject before they complete their thoughts. Since you are processing information more quickly than the speaker is saying them, your primary challenge might be dealing with distractions, drifting thoughts, or attempting to solve issues related to what is being said while you anticipate the points you believe the speaker will address later in the conversation.
In the role of a project lead, whether on the vendor or client side, these statistics carry significant implications. Based on the earlier mentioned 125/900 ratio, it becomes apparent that when someone speaks, they are essentially conveying only around 14% of their complete thoughts and insights at any given moment. Without honing your questioning skills to elicit additional information, you might find yourself perplexed about why things seem awry, even if you have an exceptionally organised team and a well-structured communication plan in place. Every member of the project team plays a vital role in the proactive identification, effective addressing, and successful resolution of any issues that may arise during the project's progression. This collaborative effort ensures the swift navigation of potential obstacles, ultimately keeping the project on the path to successful completion.
As we exchange ideas in pursuit of a solution to the mentioned problem, it becomes crucial for someone to verbalise the issue at hand. Oscar Trimboli highlights a frequently overlooked skill: individuals often don't commence their narrative or problem-sharing from the very beginning. Their accounts may lack sequential order, as they tend to start sharing when they are deeply immersed in the events, often failing to provide a comprehensive explanation. Skill is required to guide the speaker in sharing the complete backstory. As Trimboli notes, "Something powerful and transformational happens when a speaker says the entire story out loud from the beginning" (Trimboli, 2022, p138).
Although not considered a skill in itself, switching your phone to silent before a meeting emerged as the most significant factor affecting one's ability to listen, according to findings from the Deep Listening Research survey. Effective listening commences well before the meeting begins by removing potential distractions. Acknowledging that listening can be "demanding and draining when you compete with the chatter in your mind" (Trimboli, 2022, p.35) serves as an initial step toward recognising the essential skills required for becoming a more proficient listener.
Let's return to our starting point. We have a project team armed with a meticulously documented communication plan, and our project managers possess a comprehensive understanding of all project aspects. However, a prevailing sense in the room suggests that things are not aligning as anticipated. Could it be that we've placed undue emphasis on structure at the expense of skill cultivation, notably in the realm of listening? We might excel in passing a PMBOK exam and have extensive experience in project teams, yet effective listening skills—a vital component—are often neglected and overlooked in our training and development.
Listening, as a skill, is inherently challenging. While it's evident that establishing effective PMBOK communication plans, practices, and processes is crucial for project management success, understanding the importance of enhancing our listening abilities may not be as straightforward. Often, this skill isn't formally taught, yet it holds immense significance. As stated by Krogerus & Tschappeler (2018), "We all admire people who give good answers. But we admire those who ask good questions even more. The people we remember most are the ones who really listen" (p.97). Simply having a well-structured communication plan may not suffice; it's essential to actively practice and develop our listening skills.
References
Trimboli, O. (2022) How to listen: Discover the hidden key to better communication. Vancouver: Page Two.
Krogerus, M. et al. (2019) The communication book: 44 ideas for better conversations every day. London, England: Penguin Business.
