Do You Trust Me?

“Trust is to human relationships what faith is to gospel living. It is the beginning place, the foundation upon which more can be built. Where trust is, love can flourish.” (Barbara Smith)

Today's blog entry is about trust and how, just as it is crucial to the foundation of a good relationship, so to, is it crucial to good Project Management. In my experience as a Project Manager, I have come to realize how critical trust is, to delivering a successful project, not only with regard to your client relationships, but in respect to your internal relationships as well.

Looking first at the relationship between you and your client, we see that the component of trust is apparent from beginning to end. In fact, by your initial meeting, your client has already taken that first leap, in that they are trusting you to develop a successful solution that will not only answer their immediate needs, but that will benefit their company in the long run as well. That trust then continues to grow through the life cycle of the project, in that both parties trust each other to work in an open and honest manner, with respect to communication and deliverables. And finally, the project comes full circle with your client trusting you to deliver on what you initially promised, and in turn you trusting your client to be appreciative of your final deliverable.

And then there is the aspect of trust and the internal relationship. Now, it is in my opinion, that it is this trust that is ultimately the more important of the two relationships, since it is this internal trust which can affect how one perceives themselves and without self-trust, all other types of trust are unattainable. So how do we see trust in internal relationships? Easy...between you and your superiors, there is the trust that you will successfully sustain your relationships with your clients. Between you and your colleagues...there is the trust that you can depend on one another to be supportive and help guide and answer questions that you may face on your corporate journey. Between you and your team...that they trust you to successfully manage and lead the project from start to finish and that in turn you trust them to work together and deliver a final product that not only meets the original goal but if possible exceeds the client's expectations.

So how do we develop this trust? How do we get to a point where we trust others, that others trust us, and that most importantly we trust ourselves? The answer as I'm sure you've heard before, is that trust isn't just given, but rather it is earned. So in order to earn our trust, I've listed below a few helpful hints...

• Do Your Homework ~ True to any relationship, you need to do your homework before jumping in. In a personal relationship, it might be the type of music that she likes? In an internal relationship, it could be what type of personalities are going to clash when working together? In a client relationship the questions are deeper, what is the client's background, what are their needs, who are their competition... Doing this type of research shows that you are not in the relationship for a quick win, but rather that you truly care and are in it for the long run.
• Pay Your Dues ~ As mentioned previously, trust is not given, it is earned. Don't expect to gain someones trust right off the bat, but rather put in the work, make the effort, and over time you will see the trust begin to develop. Keep in mind, that earning someones trust is a long and often uphill battle, but one that is well worth it in the end.
• Communicate, Communicate, Communicate ~ If trust is the foundation to a relationship, then communication is the foundation to trust. When trying to gain someones trust, good communication is the best way to go. Be honest in your relationship, come clean if you are at fault and stand your ground if your not. Share your opinion, let the other people involved know that you bring value to this relationship, that you are here to listen as well as provide insight. (For more on communication please read my entry "What We Have Here Is A Failure To Communicate")
• Follow-up ~ I just attended a networking event a couple of weeks ago, which was being run by a group called "Follow-up Systems" and basically what they spoke up about was the importance of following-up and how a simple phone call or email can make a huge impact and that it is often all it takes to set you apart from your competition. This point goes back to what I previously mentioned about doing your homework, in that it reinstates the fact that you care. Taking time to follow-up shows the other party that not only do you value the relationship, but that you are invested in it as well.
• Walking The Walk ~ All of the other tips mentioned are great in building up a sense of trust, but the the true test isn't whether you can "talk the talk" but whether you can "walk the walk". Do you deliver on your promises? Do your end results equal or surpass your original goals? No matter how great your PR is, if you can't deliver, that sense of trust disappears quickly. As they say, "the proof is in the pudding"!

My hope is that wherever you are working, and whomever you are working with, that you have already established a sense of trust and that this entry was nothing more than a light read to help pass the time. But if you are still searching for that trust factor, than I hope that the above tips will help guide you in your quest. And remember...

"Self-trust is the first secret of success." (Ralph Waldo Emerson)

It's All About The Details

Growing up, I can recall numerous times where I would get into a disagreement with some authority figure over whether or not I was listening to what they were saying. Regardless of the scenario, it would always conclude with the following dialogue...

THEM: "...Are you listening?"
ME: "I heard you"
THEM: "I didn't ask if you heard me, I asked if you were listening!..."

So...what is the difference between hearing and listening?! The answer is in the details!

When trying to think of a topic for today's entry, I recalled a recent lecture that I attended, in which the speaker was discussing relationships and how the key to a successful relationship is in the details. The speaker gave off various examples of details, such as the outfit she wore the first time you met or what her favourite flower is... but basically, the message that he was trying to get across was, that it's the little details that reveal the true nature of a person and that keep a relationship going strong.

While listening to this lecture, I began to think about work (as has become a habit of mine) and it dawned on me that this little nugget of information is not only the key to a successful relationship, but it is the key to a successful Project Manager as well. Attention to details, can impact on every aspect of a Project Manager's role from start to finish, such as initial planning and scoping, project production, and overall client relationships.

Scoping ~ Over the past few weeks, it seems that every day has been comprised of scoping and planning various projects, and while it tends to be a very time consuming task it's one of the more exciting aspects of project management. As a Project Manager, my typical day is made up of running from one task to the next making sure that everything is moving along on time and on budget, without ever really taking a step back to look at the overall picture. However, when you're scoping a project, you have that opportunity to really focus in on the details, removing yourself from the craziness around you and focusing in on every aspect of the project. What does the client need? What does the client want? What kind of budget do we have? How quickly can we get it done? Will we have the right resources available?... Taking account of all of the details at the beginning, prevents the occurrence of surprises at the end, and is what can differentiate a successful project, from a disastrous one.

Production ~ The importance of details in the production of a project is what stands you out from your competitors. Whether it's spending that extra time when writing the copy to make sure that all the commas are in place, adding that drop shadow around your graphic to give it that extra polished look, or making sure that you project looks good on both a PC and a MAC? All these extra little steps, these little details, shows your client that you are truly invested in the project, that it is not just a paycheck or a job, but rather that you genuinely care about the end product, which is what can change a one-off project to a ongoing work relationship.

Relationships ~ Attention to details, as explained in the lecture, is such a key component to a successful relationship, it is what tells the other person, that you acknowledge that the relationship is not just about you, but rather it is about two people. In business, this attention to detail is just as important. When dealing with a client, you want to create a bond, a trust, an overall sense of concern for the client's well-being. Working with a client isn't just about completing a project and getting paid, but rather it is finding out about your client, their needs, their desires, making yourself an extension of them and their business. By paying attention to the little details, it shows your client that you are really listening (not just hearing) to what they are saying and that you genuinely care about delivering a top quality product that will fulfill their needs.

So whether you're looking at personal relationships or project management, remember...

"Excellence is in the details. Give attention to the details and excellence will come." (Perry Paxton)

Pay It Forward

Today's entry is based on a little experiment that I've been running now for just over 2 months, which I like to call the Sugar Challenge. Based on a concept from the book "Pay It Forward" written by Catherine Ryan Hyde, I started an experiment at my office to test the impact of attitude in the work environment.

For those of you unfamiliar with the Pay It Forward concept, here's a quick recap. In the book, Reuben St. Clair, a seventh grade teacher, creates an extra-credit assignment in which the kids in his class must think of an idea to change the world and then put that idea into action. One of his students, a boy by the name of Trevor, comes up with an idea to do something good for 3 people and then when they ask how to pay you back, you tell them that they have to pay the good deed forward to 3 more people. And so the good deeds begin to exponentially grow and incorporate more and more people.

So how does this relate to me?

Back in early March, I started to put out candy or treats in a little basket on my desk at the office. Instantaneously, people appeared for a tasty little snack, said thank you, and walked away with a big sugary grin on their faces. But what did this show, besides for the fact that a little bit of free sugar in the middle of the afternoon is enough to make anybody happy!? Dissatisfied with my findings, I continued to put out sugar and observe some more. My first observation, was that I started to notice less and less work conflicts. All of a sudden, there was less backlash from internal resources when I needed them to redo work, or that there was more patience from people when I delayed on providing a deliverable. I concluded from this that the candy was basically acting as a form of payment or a bribe, wherein I'll give you a little sugar and then, out of guilt you do me a little favour. This realization troubled me and so I put a hold on the candy distribution, but I didn't receive the outcome that I had expected...

With the lack of sugar, people didn't stop being easygoing, but their attitude did begin to change, reverting to an all work, all stress attitude. Once again intrigued, I put out the candy and really watched people's behaviour. What I discovered, is that the candy wasn't acting as a bribe, but rather it was acting as a conduit to the past, inducing a youthful lightheartedness among my coworkers. All of a sudden, I started to see a sense of fun being incorporated back into their daily work routine, a feeling which due to an unfortunate series of circumstances had disappeared. Work was still being done, stress was still being had, but all of a sudden there seemed to be this mass epiphany that we are all in this together, so let's get our work done, but let's make sure to have fun doing it.

Now for the Pay It Forward part, the sugar wasn't just altering their behaviour towards me, but their behaviour towards each other and even more intriguing it was altering their behaviour towards clients! It was amazing to watch my coworkers go from one end of the spectrum, where they are at their wit's end over a client, eat a jelly bean, and then all of a sudden jump to the other end of the spectrum, re-energized to take on the world.

So, in the end, maybe I'm just being naive and forcing my perception of reality into a concept created by a fictional novel. But, if for a second I'm right about this, how amazing is it that a little bit of sugar can make such a drastic change!