There are two types of work in this world, routine work and project work. Every job has some balance between the two. Routine work is generally processed based and repeated at regular intervals. For example, an admin assistant usually has a greater number of routine tasks than an engineer does. Processes like order handling (receiving, filling, shipping, returns) tend to include routine work. Project work on the other hand normally contains a wider variety of tasks, some of which are unforeseeable. Projects are indeed routine in that they have repeated processes (concept, plan, develop, test, etc.) but the intervals are much longer.
For the communication trainer, it is more difficult working with project employees than staff with more routine work. The communication needs of routine workers is generally problem based, that is, when something in the process is stuck or wrong and it must be corrected. On the whole, it relatively simple to define these sticking points and train to task. But for project workers, the communication needs are wider reaching. To help them, we need to start at the top and examine the organization of the project.
In my experience project teams are organized in two different ways. The first method is what I call the 'sourcing' method. In the sourcing method, management cuts out relatively independent parts of the project and allocated them to different teams. These teams could be internal-domestic (home site), internal-international (another site), external-domestic (supplier/service provider), or external-international (supplier/service provider). In the sourcing method, management creates a definition of the finished work like requirements or deliverables and distributes them to the different teams. Then, management keeps in touch with the team via reports and change management to centrally coordinate everything and receive the finished work.
But with the rise of Lean and Agile methods, along with Design Thinking approaches, management is often electing to use a different organization method: one I call 'cooperation' method. In the cooperation method, management analyzes the work and assigns smaller, highly interdependent tasks to groups or individuals who are best equipped to handle the work. Often, this is a response to resource constraints and a belief in the speed, flexibility and efficiency of Lean methods. Under the cooperation model, the number of communication channels between team members grows dramatically because they are expected to work together. This includes members from the same groups: internal-domestic, internal-international, external-domestic, and external-international.
Let's use the example of building a house in Germany. The new homeowners choose a general contractor to manage the project. Under the sourcing model, the contractor will sit down with the homeowners and outline every detail of the house, from the floor plan to the door handles. The contractor then sends out the requirements in blocks. One provider for the painting, one for the doors, one will do all the plumbing, etc.. The contractor provides the requirements, coordinates the schedule, informs the suppliers of changes and checks the quality of work delivered. The plumbers has no idea what the painters are doing and doesn't care unless it interferes with their tasks.
Now let imagine that the contractor sees an opportunity to build the house faster and cheaper by dividing the work in smaller packages to the best possible people. In addition, the new homeowners are prone to changing their mind a lot and it the contractor can't really send out detailed requirements. The contractor then elects to use a more Agile method, divides up the work in more specific packages and sends them out the best qualified or cheapest for the specific work. So now instead of managing a handful of teams, the contractor is dealing with many more providers and expecting them to coordinate a lot of action between themselves. Now the plumber needs to speak with the electrician, the provider of the smart heating system and the masons to ensure everything fits together.
