Communicating with non-techies 4

[pl12987]

My boss (Communications Dept.) is a good guy, but clueless about technology. It is a real problem, because if we have a meeting where I need to really lay out a critical problem for him involving other departments, or time or scope or money, I have to first listen to 30 minutes of "Gee whiz, I didn't know you could do that on the web..." and "I guess I don't understand what you're talking about." Not to mention the ever-popular "That doesn't sound like such a big deal to accomplish."

I really wish I could be one of those client assistance types who can effortlessly translate it all quickly, but I'm not. It's all I can do to keep from screaming some days. I could sure use some tips on getting through these conversations better and faster.

 

[NinaToo]

Do you work under a project leader, who is adept in technical matters? Or do you have any sort of "technical expert" at your company whose rank matches that of your manager? Most companies usually have "technical experts" -- those who want to move up the career ladder but don't want to be in management.

If you have a project leader, or else a "technical expert" (assuming s/he is of equal rank as your boss), one of them might be able to get through to him.

Or are you that Project Leader and/or top Technical Expert?

At any rate, you might also get the aid of one of your fellow-workers who might have more expertise in client assistance and thus could perhaps get through to your boss.

I usually gnash my teeth at some of the company practices of hiring non-technical folks, who have gone to Management School and gotten a MBA or whatever, to take positions supervising technical people. Because most technical people need supervision from a project leader or a supervisor who actually knows what is going on from a technical standpoint.

Anyway, good luck in "getting through" to your boss.

Nina Too

 

[pl12987]

Yeah, it's me. I am the project leader...everything else too. I'm not in a tech shop, I'm the sole staff web developer for a nonprofit. So I'm it, but I'm not at the level of a department head, which is why I have one.

 

[NinaToo]

Do you have other technical folks working with/for you? I'd get them together in a meeting and discuss this issue.

And then maybe you and the other techies could call a meeting with your non-techie supervisor and explain to him the basic problem.

If you're the entire IT Department, then you'll have to go it alone. And I'll wish you luck.

Nina Too

 

[pivan]

I smile...communications is so key.

My boss is purely technical...so when I try to explain the reasons for tracking a developers time, earned value of projects, function points and budgets. Standard compensation packages etc. I get the same sort of response ...

" Gee whiz, I didn't know you could do that" and "I guess I don't understand what you're talking about." Not to mention the ever-popular "That doesn't sound like such a big deal to accomplish."

I am constantly working on enhancements to my personal 'business to technology to business protocol converter'

m'Best
pivan

In not now, when?
If not here, where?
If not us, who?

Just do it!!

 

[KeyTech]

Hi guys,
I know what you are talking about pivan, I too am in a similar position, I work for a small company and I am the only real tech support here, there is another guy, but doesnt even talk to the boss much. I have all direct comms with my boss, and I am a bit lucky as he does know a bit about IT, but not too much!!! I sometimes find myself lost for words in explaining why we cant set up this software on this OS with this amount of RAM etc, and my boss is like....."why not....that doesn't sound like such a big deal to accomplish"!!!!
What I end up doing is spoofing to him, not lies, but tell him why it wont work in simplified terms, eg, "we cant put on that software 'cos the PC hasn't enough memory/space, we could, but it wouldnt work properly, causing more problems" and say it like you mean it, and its not an option. Once he hears something that is definite, he tends (like most people) to believe it, and if he still doesnt believe you THEN is the time for techno babble that he doesnt understand, and if you say it firm enough, then he'll accept it. So the key here is to be firm with him, and be confidente in what you are saying, and its always good to have a second option for things if he doesnt like the first.
good luck. Jay~

"I have to think of a funny footer to
put in here!!!???"

~KeyTech

 

[MasterRacker]

I think we all live this one. This is why the trade magazines have all been harping that techies need to learn business and people skills. One thing that's worked for me from time to time is to remove the technology from the explanation and try to term it only in money. That's the language business people understand. Explain a project in terms of cost vs. benefit or cost vs. risk. Business people speak money. If you can explain a technical no-brainer correctly you can turn it into a financial no-brainer.

Also, as Jay said, get outside validation of your reasoning such as published accounts of other companies doing the same thing.
Jeff

I haven't lost my mind - I know it's backed up on tape somewhere ....

 

[carp]

I find analogies are the most powerful way of getting the point across to a non-techie. The trick is finding an analogy that fits and the non-techie will also understand. Consequently, comparing a RAM constraint to controlling nuclear fission probably won't work. However, cars are something most folks are at least a little familiar with (along with money). So you might compare RAM constraints with trying to drive your car when 5 of your 6 spark plugs are disconnected - it will run, but you won't like the performance. Why? Because your machine doesn't have the resources to run well.

Since it can take time to come up with a good analogy, I've found it a good idea to have two or three in mind BEFORE presenting an issue. It doesn't do you much good to come up with one a day AFTER your idea's been shot down in a meeting!

 

[Kjonnnn]

Yea find some easy analogies...

Personally for RAM, I use the small desk vs. large desk to illustrate workspace...lol

 

[carp]

Yep. And big vs. small filing cabinet for drive space.

 

[pivan]

...and if you techies can explain associated risk as well..it would be a good thing.

pivan

In not now, when?
If not here, where?
If not us, who?

Just do it!!

 

[carp]

OK, how's this for associated risk:

To do what you want will take so much RAM that the sun would go out when you turn the box on!

Seriously, pivan raises an excellent point. Once you have the analogy worked out and the non-techie understands the choices, it's still unreasonable to expect an informed decision when the non-techie doesn't know where the land mines are.

Yes, Snake B is bigger and faster than Snake A, but Snake B is venomous! This might be a good thing to point out.

 

[LuvOldHouses]

when I heard "I'm not in a tech shop, I'm the sole staff web developer for a nonprofit..:, I started to yell RUN, RUN! but restraint prevailed. I, too am in a similar situation - and it's hard - professionally and politically.

on a daily (weekly, monthly) basis i try:
- think before I speak (a challenge - lol)
- never (EVER) understate a time commitment or scope
- use simple words, metaphors, and analogies
- ignore feelings that I've overcommunicating (do it anyway: share the simple story, DONT share the details)
- seek allies (immediate mgr is a must)for political grounding
- seek technical allies elsewhere - like here.

good luck all!

 

[DonQuichote]

If I read the first messages, I get the feeling that you have a "Charlie's angels" relationship to your boss (only you're the three angels). If you see your boss only at very few meetings and he is clueless about what you are doing, I want to shout "Run! Run!" as well..

Good luck

 

[CajunCenturion]

It can be a real difficult situation, and from my experience, its not uncommon to be at or near one of the following two extremes:

1 - The attitude of the "Boss" is that what we are doing is working, so we don't need technology. They have no clue about how to utilize technology, and almost seem not to want to know. Perhaps that a defensive reaction because it means that part of the business is being "run" by something the boss has no working knowledge of.

2 - The attitude of the "Boss" is that you can do anything with the web, so how come we don't have it already.

I've also run into the problem which starts something like:

Me: Ok Boss, what is it that you want to do?
Boos: Tell me what I can do and what are my options.

I, like others, have found the use analogies as one method that often has worked well. Some of more well-used go something like this:

How does it work
You don't have to be a mechanic to drive a car.

Why is taking so long to get started, or when can I see a sample screen
You don't start building a house without drawing up and approving the plans

Why do I need two of them - Do we need redundancy
There is a reason why commercial airplanes all have at least two engines.

What are my options
You need to travel from Los Angeles to New York (or two appropriate cities a few thousand miles apart) - You have several options - Ride a Bike, Drive a Car, Take a Train, Fly Commercial, Charter a Jet. How fast do you need to get there, and how much money are you willing to spend?

On a different note, I have also tried to understand what the boss is really after, but having him/her explain to me the actual business problem that needs to be solved. I've found it much easier to communicate at the business problem level, as espoused earlier in this thread.

The bottom line is of course, that communication is the key, and just like any teacher, professor, public speaker, or even an author, we have to talk on the level of our audience to be successful. Good Luck
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As a circle of light increases so does the circumference of darkness around it. - Albert Einstein