PP 1

HIT8071 Professional Project

Week 2

PP 2

Today:

• Server accounts• Dealing with Clients• Active Listening• Project Plan?

PP 3

Server Accounts

PP 4

Dealing with Clients

• Get the names right!• Written communication:

– e-mails (formal unless you know the person well)– reports (formal)– letters (formal)– memos (formal or informal)

• Oral communication– Telephone calls (formal)– Meetings (informal)– Introductions (very formal)

PP 5

Forms of address• Formal:

– Title + Last Name or– Title + First name + Last name

• e.g. Doctor James Hamlyn-Harris• Doctor Hamlyn-Harris

• Informal– First name

• e.g. James– Nickname

• e.g. Jim

PP 6

DO NOT:

• Add arbitrary honorifics– e.g. "Most esteemed <name>"

• Use a title with a first name– e.g. Doctor James

• Use complimentary (but incorrect) titles– e.g. Professor Hamlyn-Harris

DO NOT INSULT YOUR CLIENT BY GETTING THEIR NAME WRONG!

PP 7

Written communication

• Use complete and grammatically correct sentences. – Subject verb object– e.g. "I" "would like to arrange" "a meeting with

you"

• Keep sentences short.• Express one idea at a time.

PP 8

Contents

• As well as the message, all written communication must include (somewhere):

• Who you are. Use your full (formal) name. • When you wrote the message• Who the message is for. • What the message is about.

PP 9

DO NOT:

• Use abbreviations – write every word in full.

• Use SMS-Text shortcuts• Write in CAPITAL LETTERS ONLY• Grovel, beg, ask for a favour.• Spell words incorrectly.• Write everything on one line.

PP 10

Reports• Your Project plan is a report. • Write in passive voice

– i.e. past tense, impersonal• do not mention yourself or your team. • do not use "I", "We", "Us", "Them"

– Explain what happened, not what is happening. • By the time the reader reads it, it will be in the past

– Don't use names – refer to people by their roles. • Use full, formal names

PP 11

Oral Communication• Establish how you should address your

client.• Speak loudly and clearly, and stand back a

bit. • Be prepared to ask questions and get

clarification. – If you don't understand, say so!

• Use Active Listening techniques

PP 12

Telephone calls

• Use a land line if possible.• Announce

– who you are and – what the call is about.

• Ask if this is a convenient time for the call.

PP 13

Telephone messages

• Announce – who you are and – what the call is about– your telephone number (slowly)– the time at which you called– other details

• repeat your name and your telephone number.

PP 14

Active Listening

• People who just listen, forget most of what they've heard.

• Mis-understand the client• Miss requirements• Get things wrong• Forget what they've promised• Fall asleep

PP 15

Active Listening..

• Need to keep your brain active and engaged.

• Need to process information; not just listen to it.

• Need to do something with what you've heard.

PP 16

Active Listening…

• Pay attention:– Look at the speaker. Ignore everything else.

• Demonstrate that you are listening:– Nod, "ahah"– Don't interrupt

• Provide feedback:– Paraphrase– Ask questions

PP 17

Active Listening….

• Convert into your mental model– Takes notes– Summarise– Ask questions / clarify

• Get agreement– Sign off with client. – Get team members to confirm their

roles/responsibilities.

PP 18

Clients…

• are busy people.• are not available at times that are

convenient for you.• will not be as flexible as you.• are your customers.• are always right.

PP 19

You…

• must keep your promises.• must turn up on time.• must be organised.• must be ready to take notes.

PP 20

Some bad examples..

Respected James, I am currently doing my Bachelor of Computing and was in last semester

in which I failed one the subjects (Web Application Development). I had applied for Last To Complete but my application was rejected as I had less than 40% marks. I also inquired about the winter term but I was being told its too late now to enroll in it. I may now have to extend my studies for 1 more semester and might also have to extend my visa. I was wondering if I can have an appointment to meet you tomorrow morning and discuss if there are any other options available for me such as giving some examination or something else so that I might not have to do one more semester just for one subject as I might have difficulties extending my visa. I had emailed Viv but it looks like she is away from University. I hope you can understand my situation. Waiting for your kind and positive reply.

PP 21

Dear Mr Harrisi enrolled subject " Networking and online games" HET412

with you on last monday. As you said the subject going to need some of programming. I have been checking the subject information since monday and i could not find out what kind of language required for that subject because i suppose that i have to do some review before the semester start. So is it possible that you can give me more information about that subject? such as programming language, network protocal , and what book should i read ?

Thank you alot

PP 22

Hi Professor,Hope my mail finds you at the pink of health.I am mailing you today as I really need to talk to you regarding my course ? I am considering changing from Bachelor of Network Design

and Security to Bachelor of Business Information Systems.I have spoken to quite a few people (staff and students) at Swinburne and I was asked to talk with you regarding this matter.It would be really helpful if you could give me your room number and telephone number so I can meet up with you.Hope to hear from you soon.Regards,

PP 23

hi Mr. Harris,I have finished the first 2 semesters of Bachelor Of Computing, i chose the stream of networking and have done 8 units of Usability, Introduction to Business Information System, Database analysis and design, LAN principles, IP technologies, Internet Technologies, Network Administration and Introduction to Programing (in C).Now i intend to change to the stream of Information systems, but i'm confusing about this stream, can i change to this stream,i also need some more explanation about it, as well as some recommendations in choosing subjects.Can you please give me an appointment to help me with those things?thank you,

PP 24

Some bad exampleshi iam xxxx bearing student id:nnnnnnn and iam a student of Professional Project (team n) . Today when i checked my result it says that iam failed i dont know why i failed because as far as iam concerned we had a project based on xxxxxxxxx and i did the xxxxxxx part completely and even when u look at the peer review which i have submitted ,i have mentioned that i along with other group member finished the xxxxxxx part .. The documentation which we have submitted was based on xxxxxxx and we have changed our scope too and since we havent done any usability tetsing we might have got marks based on the documemtation which we did . i dont understand why i have failed. please help me out of this as this is my final semester and please give me an appointment so that i can discuss my matter with youregards xxxxxxx

PP 25

PP 26

• "Y u sed u isntall old from my pav? thend u sed u wurk on sistem for anuver. wotz tru? U dindt no iv U av xP or me. how u no anyfink iz on sistem dryve? woz upgrad pak xP uzed. No wurk iv u uzd pav deesk coz liazense for pav. Deesk not comp. If muver knee to axtivity wiv m$ huw tri stop cheetz. low leveel dryve wiv utily form manifature ov dryve. Uz honezt deesks for xP. Zori me ingleez no gud. U git gud deesks an kip kleen. "