Deviations from timescales do occur in IT projects. Deviation means any deviance from project plan (a way in which the project has been expected to be accomplished). In other words it means any discrepancy between the project results as they have been agreed by the customers and executers in the contract, which may be caused by non-conformity between the plan and actual work. Project deviation may be a formal cause for project non-acceptance by the client or contract termination because of violation of its terms by executers. Anyway project deviation, if not agreed with customers and not aligned with master documents, is a serious problem which may collapse a reputation and entail losses. To this end, deviations must be communicated to customers and relevant staff involved.
The following are key tips when communicating deviations;
- Explain the nature of the deviation
- Identify and describe the cause of the deviation
- Identify the effect of the deviation on the project
- Explain how the deviation shall be managed
- Give the expected completion date of the task or project if the solution to the deviation is implemented.
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Other facts to remember when communicating deviations
Learn to Listen
Listening is not the same as hearing; learn to listen not only to the words being spoken but how they are being spoken and the non-verbal messages sent with them. Use the techniques of clarification and reflection to confirm what the other person has said and avoid any confusion. Try not to think about what to say next whilst listening; instead clear your mind and focus on the message being received. Your friends, colleagues and other acquaintances will appreciate good listening skills.
Be Aware of Other People’s Emotions
Be sympathetic to other people’s misfortunes and congratulate their positive landmarks. To do this you need to be aware of what is going on in other people’s lives. Make and maintain eye contact and use first names where appropriate. Do not be afraid to ask others for their opinions as this will help to make them feel valued.
Consider the emotional effect of what you are saying and communicate within the norms of behaviour acceptable to the other person.
Empathise
Empathy is trying to see things from the point-of-view of others. When communicating with others, try not to be judgemental or biased by preconceived ideas or beliefs – instead view situations and responses from the other person’s perspective. Stay in tune with your own emotions to help enable you to understand the emotions of others.
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