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How can you effectively communicate when deadlines change?

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When you work as an IT outsourcing provider, you may encounter situations where deadlines change due to various factors, such as client requests, technical issues, or unforeseen events. How can you effectively communicate when deadlines change and avoid misunderstandings, conflicts, or loss of trust? Here are some tips to help you manage your communication when deadlines change.

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Trung Nguyen Thanh

Techpreneur | Problem solver at ICTS | Product builder at heart
Depesh Vyas

Spent over 18,000 hours in Business Operations now I also talk about it | Helping SMBs scale using Operations as a…
Anuraag Guptaa

Board Member | Mentor-Investor | President & CEO | Listed Unicorn, Pre-IPO Soonicorns | Harvard Business School |…

1 Identify the reason

The first step is to identify the reason why the deadline has changed and how it affects the scope, quality, and cost of the project. You need to be clear and honest about the cause of the change and the impact it has on your work and the client's expectations. You also need to assess the risks and opportunities that the change may bring and how you can mitigate or leverage them.

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Trung Nguyen Thanh

Techpreneur | Problem solver at ICTS | Product builder at heart
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When deadlines change, it's crucial to communicate effectively to minimize disruption and maintain trust. You might consider some of the following: 1. Communicate Early & Often: Inform stakeholders early to allow for adjustments. Use various channels like email, meetings, or project management software. 2. Be Clear & Concise: Explain the change clearly, including reasons, new deadlines, and impacted parties. Avoid technical jargon and focus on essential information. 3. Acknowledge the Impact: Recognize the inconvenience caused by the change. Show empathy and understanding for stakeholders' concerns.

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Depesh Vyas

Spent over 18,000 hours in Business Operations now I also talk about it | Helping SMBs scale using Operations as a Service
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If you have a PM, ensure the PM knows these are changed and it is communicated to everyone involved. If you are managing the deadlines and there happens to be a shift, before identifying the reason, you need to address the downstream issues first. For example, other dependencies, client comms etc., clarify to all internal and external stakeholders that there is a change and then go about identifying the reason. This can also happen in parallel too. Next, identify how to change impacts the project and what is the cause for the change. Depending on the severity, try to minimize, escalate, avoid and/or accept it.

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Anuraag Guptaa

Board Member | Mentor-Investor | President & CEO | Listed Unicorn, Pre-IPO Soonicorns | Harvard Business School | MBA-NYU Stern, LSE, HEC | Author Igniting Minds with a Million Views | Incubating CEOs Gurukul
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When deadlines change, effective communication is crucial. Firstly, inform all relevant stakeholders as soon as possible. Be transparent about the reasons for the change, whether it's due to shifting project scopes, resource availability, or unforeseen challenges. Provide the new deadline and any adjustments to project plans or deliverables. Offer a brief but clear explanation to manage expectations and maintain trust. Encourage questions or concerns and address them promptly. If the deadline change impacts other timelines, discuss and realign as needed. Keep communication open, and provide regular updates on progress towards the new deadline to ensure everyone stays informed and aligned.

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2 Inform the stakeholders

The next step is to inform the stakeholders who are affected by the deadline change as soon as possible. You need to communicate with your client, your team, and any other parties involved in the project and explain the reason, the impact, and the plan for the deadline change. You need to use the appropriate channels and methods of communication, such as email, phone, video call, or chat, depending on the urgency and the complexity of the message. You also need to be respectful, polite, and professional in your communication and avoid blaming, complaining, or making excuses.

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Mayil V Srinivasan, PMP, CSM

Director Software Engineering at Mathematica
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First we need to identify the reasons (scope change, tech stack change, personnel change) why the deadline changes and inform the client about this. Then suggest the impact of this change and what options are available for the client. Work with the client to communicate the change and get their feedback.

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3 Negotiate the terms

The third step is to negotiate the terms of the deadline change with your client and your team. You need to be flexible and realistic in your negotiation and try to find a mutually beneficial solution that meets the needs and goals of both parties. You need to consider the value, the quality, and the feasibility of the project and how you can deliver it within the new timeframe. You also need to document the agreed terms and conditions of the deadline change and get them approved and signed by both parties.

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Lawrence Kane, COP-GOV, CSP, CSMP, CIAP

SIG Sourcing Supernova Hall of Fame Member | Head of Procurement | Bestselling Author of 30 Books | ProcureCon EPIC Award Winner
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There is often an economic impact to change. A late delivery, or an on-time delivery lacking sufficient quality to meet the business need, will adversely affect the buyer's operation. Consequently good contracts anticipate this impact and tie deadlines to service credits that incentive the right behaviors without punitively shifting risk amongst the parties. Nevertheless, things happen that no one can anticipate so the terms must include a governance structure that can manage those exceptions adroitly. That way you're in problem-solving mode not blamestorming and can quickly work together to get back on track.

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4 Update the plan

The fourth step is to update the plan for the project according to the new deadline and the agreed terms. You need to revise the schedule, the budget, the resources, and the deliverables of the project and make sure they are aligned with the new deadline and the client's expectations. You also need to communicate the updated plan to your team and your client and ensure that they understand their roles and responsibilities in the project.

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5 Monitor the progress

The fifth step is to monitor the progress of the project and report it regularly to your client and your team. You need to track the milestones, the tasks, the issues, and the risks of the project and report them in a timely and transparent manner. You also need to provide feedback, support, and guidance to your team and your client and address any concerns or questions they may have. You also need to be prepared to adjust the plan if needed and communicate any further changes.

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6 Deliver the results

The final step is to deliver the results of the project according to the new deadline and the agreed terms. You need to ensure that the quality, the functionality, and the performance of the project meet or exceed the client's expectations and requirements. You also need to provide documentation, training, and support for the project and solicit feedback from your client and your team. You also need to celebrate the success of the project and thank your client and your team for their collaboration and cooperation.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you effectively communicate when deadlines change?

1

2

3

4

5

6

7

1 Identify the reason

2 Inform the stakeholders

3 Negotiate the terms

4 Update the plan

5 Monitor the progress

6 Deliver the results

7 Here’s what else to consider

IT Outsourcing

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How can you effectively communicate when deadlines change?

1

2

3

4

5

6

7

1 Identify the reason

2 Inform the stakeholders

3 Negotiate the terms

4 Update the plan

5 Monitor the progress

6 Deliver the results

7 Here’s what else to consider

IT Outsourcing

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