Imagine you’re a detective called to solve a baffling mystery. Would you barge in, guns blazing, and start making assumptions? Or would you first carefully observe the scene, gather clues, and listen to the witnesses?

The same principle applies when you’re called in to rescue a failing project. As a Program Recovery Manager, your first order of business isn’t to showcase your brilliance or impose your solutions. It’s to become a “client whisperer,” to truly understand the client’s needs, fears, and aspirations.

Think of the client as a puzzle box. You need to carefully study its intricacies, understand its unique mechanisms, and listen for the subtle clicks and cues that reveal its secrets. Only then can you unlock the box and find the solution within.

Here’s why listening is your secret weapon in project recovery:

• Building Trust: When you genuinely listen to the client, you build rapport and trust. You show them that you value their perspective and that you’re committed to understanding their needs. This trust is crucial, as it creates a collaborative environment where the client feels heard and respected.
• Uncovering Hidden Clues: Clients often hold valuable information that can be crucial to the recovery process. They might reveal unspoken expectations, hidden anxieties, or critical details that were overlooked during the initial project planning. By actively listening, you can uncover these hidden clues and gain a deeper understanding of the project’s challenges.
• Gaining a Strategic Advantage: Remember that old saying, “Knowledge is power”? Well, by listening to the client, you gain valuable knowledge about their priorities, their concerns, and their definition of success. This knowledge gives you a strategic advantage, allowing you to tailor your recovery plan to their specific needs and expectations.
• Avoiding Premature Solutions: It’s tempting to jump in with solutions, especially when you’re eager to prove your expertise. But resist that urge! Listening first allows you to fully understand the problem before proposing solutions. This prevents you from offering generic or irrelevant solutions that could further alienate the client.

So, how do you become a master listener?

• Be present: Put away your phone, silence your inner voice, and truly focus on what the client is saying.
• Ask open-ended questions: Encourage the client to share their thoughts and feelings freely.
• Reflect and summarise: Show the client that you’re listening by reflecting their words and summarising their key points.
• Practice empathy: Put yourself in the client’s shoes and try to understand their perspective.

By mastering the art of listening, you can transform the client from a source of stress into a valuable partner in the recovery process. You gain their trust, uncover crucial information, and position yourself for a successful project turnaround. Remember, in project recovery, sometimes the most powerful action is simply to listen.