Implementing any kind of meaningful change in an organisation is rarely easy. Even the most successful project is likely to hit a rough patch now and again where something unwelcome and unexpected happens. Good risk management can minimise the problems, but even with this in place there can be unanticipated situations that hit us from the left-field.
Colin Powell is quoted as saying “Bad news is not like wine. It does not improve with age”. In situations where problems occur, it’s crucial that we assess the impact, understand the available options, engage and communicate with our key stakeholders, sponsor or client. This can often be a difficult conversation – but much better to have a difficult conversation early than an awkward conversation later! Bringing issues to the table early allows us to discuss a range of options that might not be available if we hold fire until the fire burns out of control. The longer we wait, the more time we burn – and the options we have start to evaporate.
However, when working as an internal business analyst, or even when working for a vendor or managed service provider (MSP) delivering a solution for a client, situations can be complicated. Some environments can be politically charged, and there might be the perception that speaking openly can be rather career limiting. When working with an external client there may be the added risk of losing an entire series of contracts—which would not land well!
Yet, in most circumstances it is best for us to heed Colin Powell’s advice. A diplomatic, open and honest conversation now, while the news is fresh, is better than an awkward and embarrassing conversation in six months’ time when the situation has festered.
So how can we ensure that these conversations are fruitful? The following tips can be useful: