Active Listening Hear what people are really saying

Active Listening

Hear what people are really saying

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Don't interrupt when someone is speaking.

© iStockphoto/lucato

Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.

We listen to obtain information. 
We listen to understand. 
We listen for enjoyment. 
We listen to learn.

Given all this listening we do, you would think we'd be good at it!

In fact most of us are not. Depending on the study being quoted, we remember between 25% and 50% of what we hear. That means that when you talk to your boss, colleagues, customers or spouse for 10 minutes, they pay attention to less than half of the conversation. This is dismal!

Turn it around and it reveals that when you are receiving directions or being presented with information, you aren't hearing the whole message either. You hope the important parts are captured in your 25-50%, but what if they're not?

Clearly, listening is a skill that we can all benefit from improving. By becoming a better listener, you will improve your productivity, as well as your ability to influence, persuade and negotiate. What's more, you'll avoid conflict and misunderstandings. All of these are necessary for workplace success!

Good communication skills require a high level of self-awareness. By understanding your personal style of communicating, you will go a long way towards creating good and lasting impressions with others.

The way to become a better listener is to practice "active listening". This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, try to understand the complete message being sent.

In order to do this you must pay attention to the other person very carefully.

You cannot allow yourself to become distracted by whatever else may be going on around you, or by forming counter arguments that you'll make when the other person stops speaking. Nor can you allow yourself to get bored, and lose focus on what the other person is saying. All of these contribute to a lack of listening and understanding.

Tip: If you're finding it particularly difficult to concentrate on what someone is saying, try repeating their words mentally as they say them – this will reinforce their message and help you stay focused.

To enhance your listening skills, you need to let the other person know that you are listening to what he or she is saying. To understand the importance of this, ask yourself if you've ever been engaged in a conversation when you wondered if the other person was listening to what you were saying. You wonder if your message is getting across, or if it's even worthwhile continuing to speak. It feels like talking to a brick wall and it's something you want to avoid.

Acknowledgement can be something as simple as a nod of the head or a simple "uh huh." You aren't necessarily agreeing with the person, you are simply indicating that you are listening. Using body language and other signs to acknowledge you are listening also reminds you to pay attention and not let your mind wander.

You should also try to respond to the speaker in a way that will both encourage him or her to continue speaking, so that you can get the information if you need. While nodding and "uh huhing" says you're interested, an occasional question or comment to recap what has been said communicates that you understand the message as well.

Becoming an Active Listener

There are five key elements of active listening. They all help you ensure that you hear the other person, and that the other person knows you are hearing what they say.

1. Pay attention. 
   Give the speaker your undivided attention, and acknowledge the message. Recognise that non-verbal communication also "speaks" loudly. 
   • Look at the speaker directly.
   • Put aside distracting thoughts. Don't mentally prepare a rebuttal!
   • Avoid being distracted by environmental factors.
   • "Listen" to the speaker's body language.
   • Refrain from side conversations when listening in a group setting.


2. Show that you are listening.
   Use your own body language and gestures to convey your attention. 
   • Nod occasionally.
   • Smile and use other facial expressions.
   • Note your posture and make sure it is open and inviting.
   • Encourage the speaker to continue with small verbal comments like yes, and uh huh.


3. Provide feedback. 
   Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect what is being said and ask questions. 
   • Reflect what has been said by paraphrasing. "What I'm hearing is." and "Sounds like you are saying." are great ways to reflect back.
   • Ask questions to clarify certain points. "What do you mean when you say." "Is this what you mean?"
   • Summarise the speaker's comments periodically.

Tip: If you find yourself responding emotionally to what someone said, say so, and ask for more information: "I may not be understanding you correctly, and I find myself taking what you said personally. What I thought you just said is XXX; is that what you meant?".

4. Defer judgment.
   Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. 
   • Allow the speaker to finish.
   • Don't interrupt with counter arguments.


5. Respond Appropriately. 
   Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.
   • Be candid, open, and honest in your response.
   • Assert your opinions respectfully.
   • Treat the other person as he or she would want to be treated.

Key Points

It takes a lot of concentration and determination to be an active listener. Old habits are hard to break, and if your listening habits are as bad as many people's are, then there's a lot of habit-breaking to do!

Be deliberate with your listening and remind yourself frequently that your goal is to truly hear what the other person is saying. Set aside all other thoughts and behaviours and concentrate on the message. Ask questions, reflect, and paraphrase to ensure you understand the message. If you don't, then you'll find that what someone says to you and what you hear can be amazingly different!

Start using active listening today to become a better communicator, improve your workplace productivity, and develop better relationships.

New Zealand - Culture, Etiquette and Customs

Language in New Zealand
The three official languages of New Zealand are English, Maori and NZ Sign Language. English is the language of day-to-day business within New Zealand, a remnant of ties to the British Commonwealth. Maori is a Polynesian language similar to the languages of other Pacific Island cultures, such as Hawaiian, Tongan, and Samoan. Over 157,000 people in New Zealand speak Maori (2006 Census).
The Maori language has been part of New Zealand and its culture since the first people came to the Islands. However, Maori has only been recognised as an official language of New Zealand since the Maori Language Act of 1987. English-Maori bilingualism and the development and use of the Maori language is encouraged by Te Taura Whiri i te Reo Maori-the Maori Language Commission.
Maori and English are used throughout the country in various television and radio programs. As with other regions in the world where two cultures have been mixed, English has influenced Maori and Maori has influenced English. A number of words in each language have crossed in to the vocabulary of the other. English has introduced motuka (car) and Maori has replied with taboo (tapu).
Many places in New Zealand have been christened with two names - one English, one Maori (the original Maori name and the adopted English one). And, in some cases, these names are used interchangeably.


New Zealander Society & Culture
There can be marked differences between Maori and NZ European (Pakeha) societies and culture. This is particularly apparent when moving in tribal (Iwi) circles. Due to colonisation and tribal differences, there can also be subtle but important variations in protocols. The following sections outline aspects most likely to occur when doing business with tribal groups but can also equally apply to any group that includes Maori.


New Zealander Demeanour
. New Zealanders are friendly, outgoing, somewhat reserved initially yet polite, and enjoy extending hospitality.
. They are quite easy to get to know as they say hello to strangers and will offer assistance without being asked.
. Because they do not stand on ceremony and are egalitarian, they move to a first name basis quickly and shun the use of titles.
. Kiwis dress casually, but neatly.
.  Most restaurants do not have dress codes and except in business, dress is decidedly casual.
. Business dress is conservative, although jackets may be removed and shirtsleeves rolled up when working.
Maori demeanour
. Maori are generally friendly and reserved and place great value on hospitality.
. They will generally offer (often to the point of going without) assistance to their guests and will attempt to hide the inconvenience as much as possible.
. Maori will spontaneously launch into speech and song. Even though they may not have met each other, they will know many songs they can sing together and often use these to close or enhance speeches.
. They will often call for visitors to do the same and it would be wise to have 2-3 practised songs from your own country to reply with.


Environmentalism
. Kiwis- New Zealanders  are environmentally concerned and have a strong desire to preserve their country's beauty.
. One of the major local issues is the importing of predators.
. Border controls are very tight and there are huge fines for importing food or other natural products such as wood, cane etc.
. The local attitude towards the environment is largely influenced by the viewpoint of the indigenous population, the Maori.
. They believe that all things have a 'mauri' - a life force.
. Damage to this life force, or human attempts to dominate it, result in the mauri losing its energy and vitality, which affects the lives of people as well as the resilience of ecosystems.
. Maintaining the mauri of the environment and ecosystem resilience are equally important for sustainable development.


Egalitarianism
. The country has no formal class structure.
. Wealth and social status are not important to New Zealanders. ( Kiwi's)
. They take pride in individual achievements and believe that opportunities are available to all.
. As a 'welfare state' unemployment benefits, housing and access to health is all available free of charge to those who can't afford it.
. Maori have a hierarchy especially apparent in formal situations.
. For example, the elder (male or female) is seated in a specific area and will be asked to open or close a meeting. Mostly they are men but not always.

Etiquette and Customs

Meeting and Greeting
 Greetings are casual, often consisting simply of a handshake and a smile.
. Never underestimate the value of the smile as it indicates pleasure at meeting the other person.
Although New Zealanders move to first names quickly, it is best to address them by their honorific title and surname until they suggest moving to a more familiar level or they call you by your first name.


Maori meeting and greeting
Maori stand on ceremony and have distinct protocols regarding how visitors should be welcomed and seen off.
. If the business dealings are with a tribal group (Iwi) the welcoming protocols may be practiced through the process of Powhiri – a formal welcome that takes place on a Marae.
. A Powhiri can take between 30 minutes to 2-3 hours depending on the importance of the event.
. It begins by calling the visitors onto the area infront of the traditional meeting house. Visitors should walk as a group and in silence expect if they have a responding caller to reply to the home peoples’ caller (usually an older woman).
. A Powhiri dictates where people sit, in what position in their group, and who speaks.
. In most cases, but not all, you will notice the men are seated forward and only males speak. There is a tension between the men and women on this matter and in a few places this has been resolved and you will see both genders stand to speak. In the interests of not causing friction in your business dealings, always follow the lead of the home people.
. The welcoming speeches are given by the agreed speakers of the home people and always end with the most revered speaker or elder.
. Speeches are given in the Maori language and each one accompanied by traditional song. You may not understand what is being said but you can rest assured it is likely to be from the best orators in the group and often very complimentary.
. The visitors are expected to have at least one speaker reply on their behalf.
. If possible, the speaker should prepare a learned opening in Maori – it is critical that he/she focus on the pronunciation. Mispronounced words often result in whispers and sniggers and is considered disrespectful. It is better to have a very short opening said well, than a long one said badly.
. The speaker’s reply should never be about the detailed purpose of the visit nor should it be to self-promote as this would be considered arrogant.
. The speaker should use the opportunity to briefly show respect to the place that they stand (ie. the location), to the houses (the traditional carved meeting house and dining room are named after ancestors and so are greeted accordingly), to greet the home people, and to explain where his/her group have come from (place is important to Maori). This should be followed by a song from the visitors’ country that the visitors’ group should sing together.
. The Powhiri can be daunting to visitors and can be fraught with traps that may offend. This is why most visitors seek the assistance of a Maori person to ‘guide’ them.
. Once the last elder of the home people has spoken, they will gesture the visitors to come forward in a line to shake hands, kiss (once) on the cheek or hongi (touch noses) with the home people.
. Following this the kitchen is ready to call people in to eat.
. Following the food, the meeting proper can begin.
. While this seems to be a set routine, I have been to many a Powhiri where variations of this occur. It pays to be vigilant and to follow the lead of others, or to discreetly ask questions if unsure.


Gift Giving Etiquette
. If invited to a Kiwi's house, bring a small gift such as flowers, chocolates, or a book about your home country to the hosts.
. Gifts should not be lavish.
. Gifts are opened when received.


Dining Etiquette
. New Zealanders are casual as is reflected in their table manners.
. The more formal the occasion, the more strict the protocol.
. Wait to be told where to sit.
. Meals are often served family-style.
. Keep your elbows off the table and your hands above the table when eating.
. Table manners are Continental -- hold the fork in the left hand and the knife in the right while eating.
. Indicate you have finished eating by laying your knife and fork parallel on your plate with the handles facing to the right.


Maori Dining Etiquette
. Following a Powhiri, the visitors will be asked to the dining room (a separate building to the carved meeting house) to sit to eat at long tressle tables.
. They should not eat until the food has been ‘blessed’ or an acknowledgement said by an elder of the home people even if the food is getting cold.
. Visitors should try to enable the home people to sit amongst them to chat and get to know them while eating.
. Often, younger people will be serving and older people will be working in the kitchen.
. It is important to realise that in most cases they are working voluntarily and it is appropriate to formally and publicly thank them near the close of the meal before leaving the dining room to begin the meeting. As a result of this, the visitors may be light-heartedly asked to sing.
. To sing a song from your home country would show respect and thanks.

Business Etiquette & Protocol

Relationships & Communication
. New Zealanders can be somewhat reserved, especially with people they do not know.
. Once they develop a personal relationship, they are friendly, outgoing and social.
. Do not appear too forward or overly friendly.
. They respect people who are honest, direct, and demonstrate a sense of humour.
. They trust people until they are given a reason not to.
. If this happens in business the breach will be difficult to repair and business dealings may cease or become more difficult.


Business Meeting Etiquette
. Appointments are usually necessary and should be made at least one week in advance by telephone, fax or email.
. It is generally easy to schedule meetings with senior level managers if you are coming from another country if the meeting is planned well in advance.
.  It can be difficult to schedule meetings in December and January since these are the prime months for summer vacation.
. Arrive at meetings on time or even a few minutes early.
. If you do not arrive on time, your behaviour may be interpreted as indicating that you are unreliable or that you think your time is more important than the person with whom you are meeting.
. Meetings are generally relaxed; however, they are serious events.
. Expect a brief amount of small talk before getting down to the matter at hand.
. If you make a presentation, avoid hype, exaggerated claims, hyperbole, and bells and whistles. New Zealanders are interested in what people 'can do' not what they say they can do.
. Present your business case with facts and figures. Emotions and feelings are not important in the New Zealand business climate.
. Maintain eye contact and a few feet of personal space.


Negotiations
. The negotiating process takes time.
. Do not attempt high-pressure sales tactics.
. Demonstrate the benefits of your services or products rather than talking about them.
. Start your negotiations with a realistic figure. Since this is not a bargaining culture, New Zealanders do not expect to haggle over price.
. Kiwis look for value for their money.
. Do not make promises you cannot keep or offer unrealistic proposals. Kiwis do not generally trust people who have to oversell!
. They are quite direct and expect the same in return. They appreciate brevity and are not impressed by more detail than is required.
. Agreements and proposals must state all points clearly. All terms and conditions should be explained in detail.
. Stick to the point while speaking.
. New Zealanders appreciate honesty and directness in business dealings.

Etiquette In Society

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Society

Society explained

What is "society?" Society is people; anywhere, any time, you are around people you rely upon your social grace to help you to succeed. As you grow older you will find yourself more and more involved with society because you are becoming a mature member of that society. In a group, you should remember to control your manners in a more general way, so as to include many people. Develop your ability to follow through with what your courteous instinct tells you what is right. Here are some tips to keep in mind when you are out in public (on the streets, in civic buildings, at games, and so forth).

The main thing to remember is respect for others,

Your behaviour should never offend anyone. If something wrong should happen be ready to show your courtesy by being helpful.

Always look your best, according to the time place and occasion.

People judge you by your appearance. Cleanliness, tidiness, and good posture are all pleasing sides of a healthy person. Appearance is also improved by holding the head up and looking people straight in the eye. Never neglect what is perhaps most pleasing: smile.

It is not good manners to eat (chew gum, drink ,or actually consume food) in places not meant for such activities.

Grooming yourself in public is also not sanctioned---that is, combing your hair, adjusting clothing, or in other ways attending your appearance. Follow the dictates of pride: such personal grooming should be private. Surely you have found it distasteful if you have ever seen someone primping and preening in your presence or before others.

Cover your mouth when you sneeze, yawn, or cough.

This rule should be followed everywhere, not just in public -- for two reasons, common courtesy being the basis of both. The first reason is your appearance; just seeing someone else do it would tell you how unpleasant it is. The second, and most important reason is health. Sneezing, coughing, and yawning spread germs and you can help prevent this by covering your mouth.

Never lounge on the street staring at or talking out loud to passers-by.

It is rude to address strangers and worse then rude to make impertinent remarks in public. Some young people find it entertaining or amuseing to involve others with their stares and remarks; such people are not good citizens. There are many activities planned by communities and individual groups to do away with much of this street lounging, and you should take advantage of the opportunities.

While walking, watch out for the safety of others.

It is so easy to let your attention wander and then collide with another pedestrian. This need not happen if you take care of where you are headed. Later, when you began to drive a car, you will learn that you should be alert not only for yourself and others near you, but to all who may chance to be in your path.

One should never mark buildings, monuments, signs, streets, or footpaths.

The old saying, "Fools names and fools' faces are often seen in public places," is well to repeat. It expresses the general public's disapproval of the vandal who feels he must mark or ruin the appearance of what belongs to everyone. In a more positive sense, it is good to say, "Obey signs rather then ruin them." Signs are an example of public property put up for the use of all. When the vandal has his way, he is wrecking what belongs as much to him as to you. Fortunately, there are good citizens who try to prevent such things from happening.

A rule that has been mentioned before but needs a reminder is the litterbug rule:

Pick up rather then throw down. Particularly in public places, it is poor citizenship to contribute to a messy appearance by careless littering. The law prohibits it in many cities.

When you are in a public place,

you should remember at all times that other people are around. Older persons, especially, cannot watch out for you, and courtesy demands that you should take care not to get in the way. Sometimes it is intelligent to watch and be aware of the crowds. Crowds often generate excitement, even become dangerous, and should be avoided. In any case, if an assemblage does flare up into heated behaviour, keep a safe distance because of possible injury.

What is Etiquette?

What Etiquette Is

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People like to get along with other people. All your life you will be influenced by others, and in turn you will influence them. In order to set some standard for behavior, society has created what we call "etiquette". Webster's New World Dictionary defines etiquette as "the forms, manners, and ceremonies established by convention as acceptable or required by society, in a profession or in official life.

" This section is to help you to learn how to follow the rules of etiquette. Also it should help you to learn to reason and become adaptable enough to make a few of your own rules for those inevitable social occasions that have no definite plan. Thus we might also consider etiquette as the ability to reason and do the right thing at the right time. If you can do this, you will have social grace.


There are three main steps toward becoming a socially gracious person. The first one comes at home, mostly during your early years, when family influences and relationships will probably carry on for the rest of your life.
The second occurs at school, when you begin making friends and learn to get along with many other people.
 The third comes when you move from school out into the whole world of friends and strangers, which we call society. The main point for you, as an individual, is to be prepared to use good manners at all times in any one of the three settings-- home, school, society.


Social grace comes with having poise. Poise comes with experience in meeting all kinds of people and knowing what to do or say. If you study this section, which gives you many of the acceptable rules of etiquette as well as some suggestions for meeting new problems, you will learn to feel more secure in all kinds of social situations.

Why do projects fail?

Why Do Projects Fail?

Learning How to Avoid Project Failure


An impossible business case is one common reason for project failure.


We can probably all think of projects that have "failed" - perhaps processes got worse rather than better, maybe they were cancelled because of cost overruns, or perhaps systems were launched with fundamental errors.

How do you know when - and why - a project has failed? In many cases, the reason for failure is obvious. However, the definition of failure isn't always clear: one project with a significant delay might be described as a failure; yet another, with a similar delay, might be seen as a stunning success.

In this article, we'll define project failure, and explore the factors that cause some projects to fail.

Definition of Project Failure

A project is considered a failure when it has not delivered what was required, in line with expectations. Therefore, in order to succeed, a project must deliver to cost, to quality, and on time; and it must deliver the benefits presented in the business case.

The requirements for success are clear and absolute - right? Unfortunately, it's not that simple. Because the second part of our definition of success is that the project must be delivered "in line with expectations."

If key stakeholders agreed that a project had to exceed its initial budget, the project may still be considered a success. Likewise, if a project delivered everything that was in the detailed project designs, it may still be considered a failure if it didn't include vital elements that the key stakeholders needed. This doesn't seem fair, but project success and failure isn't just about the facts, nor is it simply about what was delivered. It's also, crucially, about how the project is perceived.

Reasons for Project Failure

Here are some of the main reasons why projects fail:

The wrong business requirements have been addressed
If your project is set up to deliver the "wrong thing," it may be considered a failure even if everything is delivered on time, within budget, and to the required quality. This seems harsh. But if your project doesn't deliver what the organization really needs, this will inevitably negatively affect how it's perceived. This is why it's so important to conduct a thorough business requirements analysis.
It's not possible to deliver the business case
If your business case can't be delivered, then you have an impossible task. To make things worse, after the business case is approved, delivery of other things then becomes dependent on your project. This makes changing your project's deadlines, budgets and expectations more difficult.
For example, once you've promised to deliver a new airport baggage management system, airlines may schedule additional flights for shortly after the system's launch, so that they can take advantage of the new capacity. If the baggage system doesn't work, or if it has major problems during testing, it may be hard to convince senior managers to allow the project to be delayed, because they will have to give up promised increased revenue.
When you write your business case, make sure you think through the project requirements in detail, and identify what's needed to ensure that you can deliver those requirements. Don't just list assumptions - make sure you explore them thoroughly. Review other, similar projects, so that you don't forget any major items. If you're delivering a new system, review your hardware and interface requirements. If you have major risks, include sufficient contingency resources (people, budget, and time) to manage those risks appropriately. Remember that implementing change is hard!
Be realistic, and be ready to have some difficult conversations. For instance, your CEO may be disappointed that he can't have what he wants before the year end, or key users may say that they really need a fully featured product at the end of phase one. However, it will be a lot harder to have these conversations at a future date, when your project is in trouble!
In many cases, business case documentation is written before a project manager is assigned. If you're the incoming project manager, make sure you don't simply accept these documents as they are!

You're responsible for delivering the project, so be sure to review the business case. Validate assumptions, and identify any gaps or areas that need more detail. If difficult conversations are needed, have them now. Once deadlines, requirements, and budgets are set, expectations are much more difficult to change!

Governance is poor
Few projects ever start without a sponsor. This is the person who has identified the need for change in an area of the business, and who is committed to making that change happen. He or she plays a vital role in ensuring the project's success. A good sponsor can make a mediocre project fantastic, and a poor sponsor can delay and frustrate a fantastic project team.
The project sponsor is supported by the project's governance bodies, usually in the form of a steering group. These governance roles are essential: they provide direction, guidance, and critical review of the project and its progress. As project manager, you're involved in the day-to-day running of the project, but governance groups can take a step back and look at the project from a different perspective. They can ask difficult questions about progress and performance. They may see things that you've overlooked. However, they can also support you by providing contacts and insights that help you get things done, and by providing "political cover" when you need it.
Project managers don't usually have any influence over who their project sponsor is. Sponsors either self-select, or they're chosen because of their position in the organization. However, you often have more influence over who is in your steering group. As such, if you know that your project sponsor lacks passion for the project, or if the sponsor doesn't like to say no to people who keep trying to expand the project scope, then make sure you balance this with tougher or more engaged steering group members.
Implementation is poor
If you deliver your project competently, you'll avoid poor implementation - right? Unfortunately, it's not that clear. Delivery can be complex. You need to manage risks, issues, and scope; manage your team; and communicate with stakeholders.
Delivering change is hard, and not everything is in your control. Therefore, being competent isn't enough for good implementation, but it's a good start! There are a lot of tools available to help you. Take our quiz on your project management skills to get started.
People lose focus on the project's benefits
Projects are based on a list of benefits that must be delivered. For example, you may need a faster customer service process, you may need to produce products more cheaply, or you may need to improve the quality of your service. These benefit statements should be refined so that they're clear, concise, and quantified.
From these benefit statements, a set of "things to do" is generated. For example, you may need to consult customers, redesign products, or implement a new system. The outcome of this is a business case document that analyzes the project in terms of costs, and of the benefits will be delivered.
The project team then focuses on detailed planning, and on delivering the line items in the project plan - building a new system, developing training packs, mapping out new processes, and so on. At this stage, the team may forget about the benefit requirements.
This often results in a project deliverable that's well built, but doesn't provide the necessary benefits. For example, if the project plan focuses on designing and building a system, you could get a fantastic system, but one that's not being used by the business.
To avoid this problem, adopt a benefits management approach throughout the life of the project, and remember the need to deliver the required benefits when you're planning and delivering your project.
The environment changes
This is probably the trickiest area. If the business's needs change, then your business case can become outdated before you've actually completed the project. You may have to review your original requirements and goals partway through the project to decide how to proceed, and this may result in changing the scope of your project - or even canceling the project altogether!
If you're working in an environment that's changing fast, you can help reduce the risks by doing the following:
Making timely decisions - If the project is clearly not going to be able to deliver the revised requirements, don't ignore this. The sooner you communicate this, and the sooner you make a decision about the project's future, the better.
Considering smaller projects - It's more difficult to change direction in a large cruise ship than in a tugboat. So, think about whether a proposed project's scope and delivery timeline are appropriate within your business environment. Delivering projects in smaller pieces is not always appropriate, but it's worth considering.
Managing expectations - Just because you cancel a project does not automatically mean that the project is considered a failure. This depends on many factors, including how you manage the involvement of key project stakeholders in the decision-making process.
Key Points

For a project to be successful, it's not enough simply to manage your project competently, and deliver a good quality product. To avoid failure, make sure you have identified the right business requirements, created an achievable business case, put strong project governance into place, managed a high-quality implementation, focused on benefits, and monitored your changing environment.