Successful program managers anticipate risks, guide tough conversations, and create confidence amid complexity.
Program management is full of moving parts – overseeing the design, construction, and ongoing coordination of infrastructure programs, facilities, and sites. When done right, it provides the structure needed to keep all these components aligned, turning even the most complex projects into successful outcomes. Effective program management minimizes surprises, builds client confidence, and ensures teams deliver projects on time, on budget, and to specification.
So, what does it take to keep everything running smoothly? The core practices from Croy’s Director of Program Management, Zach Strickland, PE, PMP, are what every program manager should master:
- Manage client expectations. Client perception is shaped more by how you communicate than what’s happening behind the scenes. Quiet fixes can backfire, turning small issues into bigger headaches. Trust that your clients can handle the news. Keep them in the loop, share potential setbacks, and show that the team is actively troubleshooting solutions.
- Communicate early and often. Once an issue is vetted, share it promptly with the client. This builds trust and prevents surprises.
- Deliver bad news confidently. While it’s never fun to be the bearer of bad news, delivering it to the clients early is better than waiting. Transparency from the start prevents misunderstandings from snowballing into crises.
- Stay calm when project issues arise. Every project encounters unexpected conditions. What sets effective program managers apart is how they respond. Whether it’s a frustrated citizen or a passionate politician, you must be able to let comments roll off your back and keep emotions out of the process. When tensions rise in a meeting, our team leans on a favorite analogy: think of yourself as the light fixture on a ceiling fan. Everything may be spinning around you – pressure, opinions, stress – but you remain steady.
- Stick to facts, not opinions. Don’t present alternatives without merit.
- Avoid taking sides. Neutrality helps de-escalate conflicts.
- Let the dust settle, then help guide the resolution. Timing can be just as important as action.
You may not be able to control the situation, but you can control your reaction. Calm leadership inspires confidence, lowers stress, and keeps discussions productive.
Want to learn more core practices? Keep reading this article at The Zweig Letter by clicking here.