Your client is unhappy with project updates communication. How can you improve the flow?

Primero es identificar cuales son las expectativas de conocer la evolución del proyecto, pueden ser diferentes indicadores o solo uno, que es donde es preciso elegir la forma de comunicar, que no se vuelva monótono, buscar comunicar con emociones y asi lograr empatía

Majority of big projects have communication plan integrated in it's charter. This plan to include Stakeholder list, frequency, content details/format and mode (call, email, sharepoint etc.) During implementation stage, if customer realizes that more details or frequent updates are needed then this should be formally agreed to avoid effort wastage on assumed asks.

the most important to avoid the unhappiness to the client due to communication is to see that the proper system of updated process in place. this is a common criteria where the almost all type of industries clients are facing. the foremost issue is not understanding the clients expectations and not knowing the exact issues. to over come is to address the clients concerns and need to engage in specific communication needs. so once it is through then need to systematise the way the communication either by mails on daily or weekly or by whats up or by direct phone call... so on such that the information required will be seamlessly communicated so that client can relay on. in addition proper digital tools to be chosen to have solid platform

To improve communication on project updates, start by establishing a clear, consistent schedule for updates (e.g., weekly or bi-weekly). Use a mix of communication channels like emails, meetings, and project management tools to ensure accessibility. Summarize key points in concise, easy-to-digest formats, highlighting progress, next steps, and any issues encountered. Encourage open dialogue by inviting feedback and questions, ensuring clients feel heard and valued. Maintain a log of all updates for reference and accountability. Personalize communications to address client-specific concerns and demonstrate a proactive, attentive approach to managing their project.

Kommunikationssysteme, für Kunde.Kann verbessert werden mit Einliniensystem, Interne Revision info. System, direkte Kommunikationsweg oder mit KAI.

I once had a vendor that had come to us as we were the prime. He had clearly had different experiences with his other clients. I had a stern discussion with him where we repeated our needs, and standards and he discussed how he had understood the job. We were able to come to an understanding of the gaps and set out how we were going to meet them. In the end the vendor was compliant and we were happy to use them again. Communicating expectations early on helps everyone understand better.

Mein Tipp ist, dass solche Erwartungshaltungen vor dem Start eines Projektes besprochen werden. Wenn der Kunde während des Projektes merkt, dass diese Kommunikation nicht ausreichend ist, kann nachgesteuert werden. Zum Beispiel könnte die Kommunikation in häufigeren, aber kürzeren Intervallen erfolgen.

Selection of tool also plays important role in communication and sharing progress updates. Teams, Sharepoint, Web-platforms, Cloud storage etc. are most used platforms. But another key aspect is to agree on frequency of updates. For eg. stakeholders should know that progress slides will be updated each Mon at 6 pm. So they can visit sharepoint/cloud accordingly. Similarly, a regular (weekly) connect helps in syncing on progress.

There are many tools available to us in today's workplaces. Figuring out which ones are appropriate is the challenge. Having Teams on your phone or Zoom on your phone would make it easier, but no one can be forced to download either. We need to find out what mobile communication works, and maximize the number of communication tools that reach across vendors.

Training can happen prior to any contractor arriving at our site. We once created a video from a powerpoint presentation and posted it to a TV in the lobby. It was the most fundamental training. We also sent it out on a usb stick to clients and contractors to review. When new tools, procedures or policies were developed or revised, we would send the documents out to our vendors and have them sign them off. Because of this, no one arrived at any of our sites, that misunderstood anything. They were comfortable with our policies.

Feedbacks are always integeral to projects. Some feedback could be incorporated on-go and some might require change process. It's important to understand the difference on asks and how they impact the project or process in long term.

At beginning of project , the communication management plan need to send for the client review and approval with the minimum of following. 1. Progress update Format 2. Agreed on the Frequency of progress meeting. 3. Indication of the Milestones achieved 4. How to calculate the progress Variance analysis

1. Listen Actively: Begin listening to your client’s concerns without interrupting. Acknowledge their frustrations. This diffuses tension and shows that you value their input. 2. Apologise Sincerely: Acknowledge any shortcomings in the communication flow. This demonstrates accountability/ willingness to rectify the situation. 3. Clarify Expectations: Engage the client in a conversation to clearly understand their expectations regarding communication. 4. Propose a Solution: Suggest a tailored plan to improve communication. E.g propose regular status meetings, progress reports. 5. Implement & Follow Through: Commit to the new communication strategy. Reliability builds trust/ reassures the client that their concerns are taken seriously.