When faced with a situation where a contractor stops participating in meetings and fails to submit reports, the project manager should take the following steps:
1.Assess the Situation as a Risk: The project manager should view this issue as a risk to the project. Lack of communication and reporting can impact project progress, quality, and stakeholder satisfaction. By identifying it as a risk, the project manager can proactively address it.
2.Reach Out to the Contractor: The project manager should communicate with the contractor to understand the reasons behind their behavior. It's essential to have an open conversation to uncover any underlying issues or challenges the contractor is facing.
3.Identify the Origin of Resistance: The project manager should inquire about the specific reasons why the contractor finds these activities time-consuming. Is there a valid concern, such as workload or conflicting priorities? Or is it a matter of misunderstanding or misalignment?
4.Explore Solutions: Based on the contractor's feedback, the project manager can explore potential solutions.
This might involve adjusting the reporting frequency, streamlining the reporting process, or clarifying expectations. The goal is to find a balance that ensures project progress while respecting the contractor's workload.
5.Reinforce Commitments: Remind the contractor of their initial commitment to submitting reports and attending meetings. Emphasize the importance of timely communication and collaboration for project success.
6.Document the Interaction: Regardless of the outcome, document the conversation with the contractor. This documentation can serve as evidence if further actions are needed.
References:
*Chapter 4: Understanding and Meeting Client Expectations - Project Management
*Client Management: How to Win and Retain Clients - ProjectManager
*How to understand your clients' needs and challenges | Mural
*5 client management skills that every project manager needs - Birdview PSA