Candid Communication

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Say the Hard Thing, Early

Candid communication surfaces risks, scope gaps, and constraints before they become schedule or budget problems. Use “no surprises” updates: what changed, why it matters, the options, and your recommendation.

Make Expectations Explicit

Define “done,” decision rights, response times, and change procedures at kickoff and in writing. Clear norms reduce rework, prevent triangulation, and keep the team aligned with the client’s priorities.

Turn Conflict into Progress

Invite respectful challenge and practice disagree-and-commit. Use blameless postmortems and short issue logs to convert emotion into action: facts, impact, next steps, owner, and due date—then close the loop.

suggested KPIs for this topic

These KPIs help you practice direct, respectful, and action-oriented communication — the kind that moves projects forward, reduces delays, and strengthens professional trust. Choose a few that matter most to you or your team.

timely & transparent communication

  • Reach out to clients proactively when a deliverable is at risk — before the deadline, not after.
  • Provide clear update frequency (daily, weekly) when timelines shift.
  • Never let more than one business day pass without acknowledging a missed commitment.
  • Use framing that emphasizes partnership (“here’s how I’ll support you”) instead of apology or avoidance.
  • Document all major timeline shifts in writing to ensure clarity and alignment.

team communication & accountability

  • Address underperformance early — within 2 days of noticing a repeated issue.
  • Use partnership-based language in difficult conversations (“let’s fix this together”).
  • Practice the three-strike approach for missed internal deadlines before escalating.
  • Give positive reinforcement whenever someone recovers from a delay or challenge.
  • Use meeting openers that promote psychological safety (e.g., positivity rounds).

managing external relationships

  • Address contractor non-compliance within 24 hours, using specific evidence (photos, specs).
  • Use fact-based, ego-free communication when conflicts arise with contractors.
  • Respond to members of the public with courtesy but without over-explaining or engaging in conflict.
  • Use prepared statements or client-approved messaging for public inquiries.
  • Refer media inquiries immediately to the designated communications office — with no improvisation.

the language of urgency

  • Craft urgent messages using clarity, optimism, support, and professional warmth.
  • Avoid caps lock, exclamation marks, and vague urgency terms (“ASAP”).
  • Use humor appropriately to reduce tension and keep teams engaged.
  • Negotiate internal deadlines collaboratively, not by issuing top-down demands.
  • Provide acknowledgement and praise whenever urgency actions are met or exceeded.
  • Escalate delays professionally, with written accountability and fairness.

Choose one KPI from each category to strengthen your candid communication practice. Small behavior changes build powerful, schedule-protecting habits.

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