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A project manager is in meeting with the customer when the customer starts to yell about the fact that a change she requested will result in delay to the project schedule. Interestingly, yelling is not a common practice in the client’s culture. The project manager starts to explain why the change affected the schedule when the project manager’s boss stops the meeting and carefully removes the project manager from the room. Which of the following would BEST describe what’s going on?
a) There was an inadequate change control system
b) The project manager did not inform the boss before meeting
c) The project manager did not properly interpret the customer’s communication
d) There was an inadequate agenda for the meeting
The correct answer is C.
This question has many distracters. Choice D could not be best, because there is no indication that the agenda was inadequate. The situation does not indicate that the boss was not aware of the situation (choice B). He could have been aware of the problem of schedule delay and still, based on the situation, done the same thing. Why? The project manager did not correctly interpret the magnitude of the customer’s anger and did not correctly receive the communication. The problem was that the customer was angry, and it was a bad communication choice to try to explain why the schedule was delayed. It might be best to withdraw. The customer was not ready to listen. After withdrawal, it would be best to review the change control system, because it is obvious something was missed in communicating changes and their effect on the customer.
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