The Alchemy?of Messaging in Program Management: Turning Lead into Gold

This week, we are continuing on the theme of cross functional communicates in the context of medical device operations program management. As we saw in our previous post,?'The Art of Clear Communication,'?communication is more than a simple tool - it is a vital life force, an art that needs mastering.??

?Your organization will inevitably take notice as you start to hone this essential skill and demonstrate your aptitude. They will soon request that you extend your reach, communicating about broader and more complex topics to a diverse and more demanding audience.??

?With this increased expectations and complexity, the nuances of your messaging become critically important, transforming the terrain into a veritable?china?shop. In this delicate landscape, a misused word or overlooked fact can result in costly damage. Yet, as you nurture your proficiency in crafting and delivering messages, you learn to dance elegantly around these potential breakages. This post serves as your guide to maneuver through this shop with the elegance of a ballerina, skillfully circumventing potential hazards with dexterity and subtlety, a far cry from the clumsiness and bluntness of the proverbial bull rampaging through the?china?shop.?

?Welcome to the next level of your communication journey - the Alchemy of messaging.??

Mastering the art of messaging can act as a powerful propellant for your career trajectory. Many overlook the importance of nurturing this critical skill set, failing to acknowledge its far-reaching implications for achieving objectives within expansive organizations. Conversely, neglecting this integral aspect of communication can result in recurring bouts of frustration. It's much like attempting to sidestep an insistent life lesson; until we heed the call for growth and understanding, life has a way of continuously presenting us with the same challenges. Don't let this become your narrative; instead, harness the power of effective messaging to navigate your professional journey with efficacy and ease.??

Part I - Understanding the 'Magic' of Messaging?

Messaging is the strategic creation and delivery of clear, consistent, and concise information meant to inform, persuade, or motivate a group of people. This art of crafting the right message bears striking resemblance to casting a well-crafted magic spell. When the right incantation, or in this case, the right message is articulated, it has the potential to unlock the situation, influencing various stakeholders to carry out their roles effectively. The right message, delivered at the right time and through the right channel, resonates with stakeholders and incites the desired action.?

When presenting a comprehensive project summary to a cross-functional group, it's like threading individual pearls of messaging into a unified, consistent necklace of communication. Imagine each statement you make as a small, well-packed parcel of confidence. Each package should be neatly tied with the strings of accurate data, thorough analysis, verified facts, and clear, transparent planning. This careful wrapping ensures that the confidence instilled by the message is not superficial but founded on reality and reliable foresight.?

However, maintaining honesty and transparency with your audience is paramount in this process. If these parcels of assurance are not backed by reality, you risk a complete breach of trust the first time something goes awry, and the facts do not align with the message. Therefore, as communicators in the dynamic world of program management, it's crucial to ensure that each message we weave together matches the facts of the situation with honesty however challenging they may be, thus fostering and reinforcing a relationship of trust and confidence with all stakeholders.?

Part II - Elements of Effective Messaging?

??The Alchemist’s Craft: Transforming Information into Impactful Messages?

Just as an alchemist transforms raw materials into precious gold, a skilled professional —like any great communicator—turns raw data into impactful messages.?Crafting that effective message involves careful consideration of several elements:?

Elements of Effective Messaging?

1. Clarity:?Messages should be unambiguous, reducing room for misinterpretation. Refer to our?previous post about communications?to see that clarity is kindness.?
2. Consistency:?Consistency across all communications is crucial to avoid confusion and build trust. Repetition and consistency build confidence. It's not enough to be consistent by yourself. The communicator is accountable to make sure every member on their team communicates consistently on the message they share with their stakeholders.?
3. Relevance and Personalization:?Messages must resonate with the individual perspectives, roles, and concerns of different stakeholders.??
4. Feedback and Interaction:?Messaging should be a two-way street. Stakeholders provide essential input for your messaging. By incorporating their perspectives, articulated in their own language, you enhance your message, promoting improved comprehension, trust and engagement from update to update.?
5. Appropriate Timing:?Releasing information at the right time can enhance its impact. The timing should consider factors like the current business climate, stakeholder availability, and their capacity to absorb new information.?
6. Transparency:?While it's natural to want to highlight successes, acknowledging challenges or negative news builds stakeholder trust. It shows your willingness to face reality and work on solutions.?
7. Channel Selection:?Different channels are effective for different types of messages and audiences. Selecting the right channel is crucial for effective communication.?
8. Adaptability:?The business environment and stakeholders’ needs are constantly evolving. Messaging should adapt to these changes to maintain relevance and effectiveness.?
9. Tone:?The tone of your messages should be consistent and reflective of your company's brand and situation.?A good rule of thumb is to match the energy of your audience when you show up to deliver your message.

Part III - Case Study?

Let's look at two versions of the same message to illustrate the impact of these factors.??

Consider this carefully crafted sentence as an example:

"We have got the big program components. There is still some design work going on that could lead to risk in product cost, Manufacturability, Schedule, and a few other Ops metrics, but we are working on lowering that risk in partnership with?Program Management?and R&D."??

This message is subtly layered, addressing various concerns, acknowledging potential challenges, and offering reassurance—all without laying blame.?

1. Program Management and R&D might interpret this as a recognition of their partnership in driving positive outcomes:??When these two teams see a well-crafted message acknowledging that "we are working on lowering that risk in partnership with?Program Management?and R&D," they feel recognized and appreciated. This recognition can boost the relationship between the functions. They may see this statement as an affirmation of their essential roles and responsibilities in mitigating the identified risks, thus fostering an environment of shared responsibility and teamwork.?
2. Operations customers might see an admission of risks, but also understand that they're being managed by competent teams:?Operations customers, including those responsible for manufacturing, distribution, and maintenance of the medical devices, are heavily affected by the risks involved in the project. They need to know about these risks to plan their activities accordingly. This sentence clearly acknowledges the potential risks in the project. However, it also reassures them that these risks are being addressed proactively by competent teams. This balanced message helps maintain their trust and confidence in the project, reassuring them that while there may be potential issues, there's a dedicated effort towards risk management.?
3. Leadership would note the risks but also see that the team is proactively addressing them, instilling confidence in their capabilities:?The leadership team, which may include executives and senior management, has the overall responsibility for the project's success. They need to be aware of the risks involved and the measures taken to mitigate them. A candid admission of the potential risks shows the team's transparency and maturity in managing issues, while the proactive stance in addressing them reflects their capability and determination. As a result, the leadership can have increased confidence in the team's ability to handle the project despite the challenges, fostering a positive impression of the team's reliability and resilience. This could lead to the leadership being more supportive and understanding of the team's needs and challenges, creating a healthier working environment for all.??

Contrast this with a poorly crafted version:?

"Despite handling the major tasks, there are still glaring issues with the design that could disastrously impact our product?cost,?Manufacturability, Schedule, and more. It's up to the Program Management and R&D to resolve this. They need to reduce this risk as soon as possible."?

?This message can induce panic, point blame, and create division, a stark contrast to the collaborative and balanced tone of the well-crafted message.?

1. Program Management and R&D might perceive themselves as being cornered and held accountable for the present challenges, stemming from the statement "It's up to the?Program Management?and R&D to resolve this."?Such a message, instead of inspiring them to come up with solutions, could instigate feelings of resentment and defensiveness, promoting a culture of blame over cooperation. They could perceive this as a lack of recognition of their efforts so far and may feel unfairly burdened with the responsibility of fixing everything. This could potentially affect their willingness to collaborate today but also in the future.?
2. The stakeholders in Operations might experience a sense of alarm and mistrust because of the message.?The use of strongly negative words such as "glaring issues" and "disastrously impact" could be perceived as panic-inducing and pessimistic. Rather than portraying a situation that is being addressed, the message paints a picture of an impending catastrophe. This could result in operations stakeholders losing faith in the program team's ability to control the situation, and they might begin to question the viability of the project's timelines and outputs. This could potentially disrupt operational plans and lead to increased stress and uncertainty within the team.?
3. The leadership team might read this message as indicative of a lack of responsibility and harmony within the team.?The direct responsibility placed on?Program Management?and R&D might hint at an absence of unity and cooperative problem-solving within the team. Additionally, the urgency in the message could raise concerns among the leaders, as it suggests that risks were not proactively managed but have now escalated to a critical level. This could potentially undermine their trust in the team's capabilities and performance, creating a negative perception of the team's ability to handle challenges and potentially affecting future support and resources allocated to the team.?

Whether stakeholders feel inspired, reassured, blamed, or panicked can hinge on the craft of the message. Poorly constructed messages not only create discord among team members but can also damage relationships with stakeholders, hindering collaborative problem-solving, and undermining the overall success of the program. This underscores the importance of careful and thoughtful communication in program management.

Conclusion: Mastering the Alchemical Art of Messaging?

Like the Philosopher's Stone in alchemical lore, effective messaging has the power to transmute challenges into opportunities and create enduring program success. It requires careful thought, strategic planning, a deep understanding of the audience, and constant adaptation to changing situations.?

Remember, your stakeholders are a rich source of 'elemental' input for your messaging. Valuable pieces of messaging often come from the stakeholders themselves, articulated in their own words. Incorporating their perspectives enriches your message, fostering better engagement and understanding.?

Messaging is the alchemical process of turning the 'lead' of raw data, conflict, and diverse perspectives into the 'gold' of clear, concise, and impactful communication. As a messaging alchemists, when you master this process, you create the Elixir of Life for your programs—fostering their vitality and success in the challenging, dynamic world of medical device operations.??

Appendix 1: a few useful definitions to consider:?

1. Stakeholder Management:?This involves identifying, understanding, and addressing the needs and concerns of all stakeholders relevant to a program. Effective stakeholder management is crucial for the success of any corporate program as it helps to align expectations, improve information flow, reduce potential issues, and garner support for the program.?
2. Communication Channels:?These are the various mediums through which messages are transmitted. In a corporate setting, these can include emails, meetings, presentations, reports, newsletters, SharePoint, MS Teams, and more. The effectiveness of a message can often depend on choosing the right channel for communication.?
3. Strategic Messaging:?Strategic messaging focuses on aligning all communication with the program’s objectives. This ensures that all stakeholders understand the purpose of the program, its expected outcomes, and their roles in its success.?
4. Message Consistency:?This refers to maintaining uniformity in the message across different platforms and communications. Consistent messaging reinforces understanding and trust among stakeholders.?
5. Feedback Loops:?In the context of messaging, feedback loops refer to mechanisms put in place to receive and incorporate responses from stakeholders. This allows for more interactive communication, which can lead to increased stakeholder engagement and the opportunity to address concerns or misconceptions promptly.?

Appendix 2: Poorly Cast Spells: The Pitfalls of Messaging?

Conversely, when we neglect to craft our messaging intentionally we encounter the mirror image of effective communication: Poorly Cast Spells. We inadvertently conjure unintended concepts and sentiments in the minds of our audience. This careless communication has the power to unleash chaos, akin to miscasting spells that lead to unexpected, undesirable outcomes.

Let's tread cautiously here, as a lack of attention and precision in our messages can distort understanding, derail our communication goals and inadvertently steer us, along with our managers, into the laborious and embarrassing terrain of damage control..

1. Lack of Clarity:?Ambiguous or unclear messaging can lead to misunderstanding and confusion and may leave stakeholders frustrated and unsure of what actions to take.?
2. Inconsistency:?Contradictory messages and constant surprises can damage credibility and cause stakeholders to question the validity of all communications. Not taking the time to align all team members on the same message will lead to the same undesirable outcome.?
3. One size fits all:?Messages crafted without taking into account the individual perspectives, roles, functional terminology, and concerns of different stakeholders seem confusing and irrelevant to the stakeholders.?
4. Ignoring Feedback:?Ignoring or not seeking stakeholder feedback can lead to misunderstandings and hinder the opportunity for constructive dialogue and improvement. Stakeholder will disengage and stop sharing their feedback and are likely to escalate and ask the communicator's manager to step in and help craft the message.?
5. Poor Timing:?Sharing information too early or too late can make it irrelevant or ineffective and may even create unnecessary anxiety.?
6. Lack of Transparency:?Withholding or sugarcoating negative information can erode trust and lead to a shock when the truth comes out.?
7. Inappropriate Channel Selection:?Using the wrong channel for your message can lead to poor reception or missed communication.?
8. Inflexibility:?If messaging doesn't adapt to changing circumstances, it risks becoming outdated and irrelevant and make the communicator seem out of touch.?
9. Inappropriate Tone:?A tone that's too formal or too casual for the situation or the audience can create disconnect and might not resonate with stakeholders.?