Another lesson learned from the world of horses: 'the more you listen the more they talk' is a simple but powerful one. It's applicable to people in general and the art of project management in particular.
Really listening to people helps keep the lines of communication open and encourages your team to tell you what's on their minds.
The basic principle is very simple, but it goes beyond just making yourself available to your team. You really need to do two things during that time you've set aside:
- Really listen. Don't think about your next meeting, don't think about how you're going to answer the last thing the person said, and don't put words in your team member's mouth. Give her time to think and to frame her thoughts. Watch her body language to get additional clues to what's behind the words. Your full attention is critical to hearing what she's saying. With horses if you're not really 'there' you might end up on the ground unexpectedly. This rarely happens literally with people, but you'll find yourself there figuratively if you're not paying attention.
- Take appropriate action. If someone is venting the appropriate action is 'do nothing' (as a project manager, you should be a safe haven for venting). If there's something you can do about the topic under discussion, let him know what you plan and keep him posted on the results. Sometimes the answer is 'no' - when that's the case be up front about it and explain why you won't be taking any action.
That's really all there is to it, and I've found it to be absolutely true - the more I really listen to what someone says, the more they're willing to tell me. That means I have a better relationship with my team members, better information about my project, and early warning if something is going south.
Happy listening!