Body work

As phyrz correctly noted , revealing professional secrets is like a striptease. But I am forced to continue because I consider the interest in the topic to be above the moral aspect of the issue.

Today I would like to talk about working with clients in the context of typologies already voiced . And once again I urge everyone not to skimp on comments and questions. Indeed, in the article I am limited by time and volume, so I just can’t physically tell everything. By asking me questions, you can learn more.

As a preamble, I will say only one thing - do not be afraid of customers. Fear constricts you, your initiative, interesting suggestions, thoughts. Fear makes you more vulnerable.

Try not to bury your head with unnecessary information before the meeting, and do not try to plan a conversation. In any case, you have to improvise, so it’s better to go light. And take your time. I never start a meeting first. On the contrary, in the beginning I listen more, take a closer look - I tune in to the client:

If a person speaks incoherently, jumps from topic to topic, and when you try to bring him to the constructive with questions, he does not answer them, but rather continues some kind of internal monologue. This is most likely a "nerd." Often the image is complemented by elementary bad manners. For example, he will at all make humiliating remarks to his assistants, or at once, without preambles, he will switch with you to you (in such a boorish manifestation of him). Take it easy. Switch to power saving mode. Do not provoke him with unnecessary questions, otherwise it will never end. Try to find out the minimum necessary for work and minimize the meeting. The missing can be thought out or learned from his close associates later.

In the future, all this will continue throughout the project, but here you have nothing to rely on except high-quality project documentation, installations for your company's customer focus and patience. And do not forget to switch to the power saving mode in time.

If you feel at an audience where everything is very formal and all eyes are fixed on one person, then most likely you were at the reception of the “king”. Usually these meetings are opened by assistants - members of the client’s working group. They meet you, talk sweetly about trifles (at the same time they obviously do not want to talk about the project), but some tension hangs in the air. And then a moment comes: the time has come, or someone gives a conditional signal, and you go to the office.

In order to calmly transfer all this and beautifully play its role in this ceremony, you just need to understand what is happening. And everything is very simple - these are bridegrooms. The assistants who met you show the “great” their achievements, their choice. We need to help the guys and try to please. This means listening carefully, nodding, not clever, and saying a couple of beautiful phrases like "we will do our best to make you satisfied." Then they left the office, exhaled, and real work began with someone from the client’s working group.

With "Karabas" is more difficult. Here the typical situation breaks down into two major components. First, this is a mild form when a person is simply inclined to manipulate the performer. In other words, does not know how to work in a different format. And it’s not so scary. What is important here is that he knows how to work in this format, that is, he achieves concrete results. And although your communication cannot be called pleasant, working with him, you will also reach the goal.

The second form is clinical. It’s just a sadist who imagines hell knows who, and enjoys twisting your hands.

In principle, it is difficult to work with Karabas. The big question is whether to work with them at all, because most of their projects are not profitable. But when you feel "sadistic karabas", it is better to minimize the project right away.

The first meeting with Karabas usually takes place as follows. Karabas, like you, also works from a wait-and-see position, is eyeing you. You mistakenly conclude that this is an interesting, listening client, and begin to open up. Karabas listens to you, and in response breaks your proposal. You give the following - he breaks it, adding an idea from himself. And so on, until after some time, having successively destroyed you, he does not begin to state the “truth” in a one-sided mode.

All you have to do is listen. And there will be a very strong urge to argue with him. Try to hold on. He's clearly not worth it. You will not convince him of anything, but you will receive a splinter in your soul. Believe me, I tried several times and regret it.

"Dunno" reveals itself. “I don’t know ...”, “I don’t know ...”, “I don’t know ...” to infinity. I advise you to suffer a little dumb and offer him options, ideas. It happens that a “dunno" in the end pecks at something, and agrees with some of the options ("I know," "I want"). If not, then at least you will be calm that you tried everything and did not leave unchecked options behind, thereby limiting the possibility of criticism at the final presentation. Where, and be prepared for this, the first option, “dunno” will fly like a kite, and tearing it to shreds will finally formulate these requirements. By the way, there is no sense in drawing “know-nothing” in the first run of more than one option.

Communicating with a collegial body - “Hydra”, choose the point of application of effort. As a rule, not all are active participants in a conversation. Part leads the discussion, part is silently present. Choose the most productive characters for yourself, and focus on them. Inconveniently gently ignore. Gradually, those who you need will remain in the circle of friends. That you are doing everything right, you will understand when other participants, under specious pretexts, begin to leave the meeting, or completely turn off from it (for example, they begin to whisper among themselves). Yes, of course, in no case exclude the client from the project manager’s communication. Even if he is not active, push him to communicate in a “circle” in every possible way.

When it comes to communicating with “gaskets” - those who stand between you and the decision maker, I am not shy about the direct question: “who decides everything?”. As a rule, they are not shy about the answer - it is in their interests to please the leadership and share your glory. If you get the answer: “I make decisions,” you need to turn on caution, and check through other channels the legitimacy of this statement. And most importantly, from now on, document everything in detail: meeting reports, project documentation. Everything should be with a visa decision maker. This is a fairly obvious step, but here you will see, under various pretexts, “setup” will bustle and avoid formal moments. Do not give him a chance, and when the time comes X, do not regret it - stomp the facts.

“Karabasik” rules the process from excessive zeal and incompetence. Several times I was helped out by the fact that I referred to a direct acquaintance with his leadership. Hearing this, “Karabasik” immediately goes into a mode of saving effort, and simply fulfills its position. It is clear that this link can be made: appeal to already signed agreements, reference to decisions approved at a higher level, reference to industry examples (like others). Cool his ardor, seeing a serious opposition, he will be the first to stop.

Susanina can often be caught in clear contradiction to general industry trends. Since you are not conducting the first project, you already have a feeling of what is right and what is not. "Susanin" does not have such experience, and therefore, dragging you in the direction he needs, he may miss and betray himself. Strange functionality, image designs, some obvious inconsistencies in the requirements - pay attention to this, and ask yourself whether it leads you in the right direction. As a counteraction, it never hurts to request from him the additional sanction of his leadership. For example, “You know, photos of children smeared with ketchup are usually not posted on the website of the universal bank. Let's sanction this idea with Pavel Petrovich, what if he doesn’t like it. ”

"Leech" is generally the harmless child of our environment. Well, a person wants to curry favor, what's bad. Another thing is that it is absolutely impossible to rely on him. In the first critical situation, he will blame all the blame on you and try to distance himself. Therefore, treat him as a political ally, carefully and speculatively.

As for the drawbar, we must try to go with it to the level of trusting relationships. So that he tells you directly about the inner kitchen, which has an impact on your project. Compassion for him, empathize, tell us about your kitchen, give reasonable advice. Make him your ally. This is your informant agent, and in intelligence everything is done only out of love.

You can try to go around the “pale mole” by communicating with a different level of decision-making. But, most likely, the "mole" is simply afraid to let you pass above. She is generally afraid of everything, and will have to act tediously, by persuasion. That everything is right, that we have no worse than others, that Pavel Petrovich will understand, and so on. By the way, it is very likely that the "mole" will be predisposed to someone from your project team. Just humanly, she will be someone pretty. I noticed that for the “moth” the issue of sympathy is far from the last in the matter of trust. Therefore, if someone is clearly impressed, it is necessary to conduct all communications through this person. Let him try for the benefit of the common cause.

The "extreme" should as soon as possible throw off the yoke of your project. Therefore, on the one hand, try not to bother him and take the initiative in the project. On the other hand, follow the decision making process. "Extreme" is always in a hurry, and inclined to make decisions quickly and unreasonably, just to be behind. This can be a problem for the project, so gently indicate to it that in some issues you do not intend to share its risks.

In the next series of striptease in the "kitchen". Let's talk about production and technology. Thanks for attention.