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Chapter 10
Communications Management
Communications Management
Contents
• Importance of communications on a project
• Communications Management processes
• Plan Communications Management
• Manage Communications
• Control Communications
• Communication Models
• Communication Methods
• Communication Technology
Communications Management
Learning Objectives
By the end of this chapter, you should be able to:
• Explain the importance of communications on a project
• Name the Communications Management processes
• Explain the purpose of and activities involved in each
process
• Describe various communication tool, techniques, and
methods
Why Communication is Important!
• The greatest threat to many projects is a
failure to communicate
• Research shows that effective
communication is a core element in a
projects success.
• It is not one sided.
• 1 out of 4 projects fail due to poor
communications.
Top reasons why projects fail
Survey Results
•
Poor Communication
•
Insufficient resource planning
•
Unrealistic schedules
•
Poor project requirements
•
Lack of stakeholders buy-in
•
Undefined success/closure criteria
•
Unrealistic budgets
•
Insufficient or no risk planning
•
Lack of control/change process
•
•
•
•
•
•
•
•
•
28.0%
2%
1.2%
0%
3.7%
0%
2.4%
0%
0%
ONLY WAY to solve project
problems
• is by communicating……..
• There is no other way…………..
• Communication provides critical links
among people, ideas and information that
are necessary for success.
email
Meetings
90% of the
Project
Manager’s
time is spent
communicating
Fax
Face to face
Telephone
Communication Management Processes
Process
Process Group
Plan Communications
Management
Planning
Manage Communications
Executing
Control Communications
Monitoring and Controlling
Review Quiz
Which one of the following is not one of the
Communications Management processes?
A.
B.
C.
D.
Manage Communications
Identify Stakeholders
Plan Communications Management
Control Communications
Plan Communications
Management
Project needs Communication with…
• Management
• Project Managers
• Team
• Team Member’s Managers
• Other Project Managers
• Other Stakeholders
Plan Communications Management
• Class Group Activity – 30 Minutes
– Divide Class into 3 groups (3 to 4 students in
each group)
– Discuss and brainstorm the inputs/outputs
– Present your inputs/outputs to the rest of the
teams
– Check and compare your inputs/outputs with
®
PMBOK Guide, Fifth edition
Communications occur internally and externally to the core project team,
vertically (up and down the levels of the organization), and horizontally
(among peers).
Customer, Sponsor,
Functional Manager,
and Team members
Other Project
Managers
The Project
Other Stakeholders
Other Projects
Skills for Effective Communication
Some important skills a project manager must develop for
effective communication are:
• Active listening
• Providing positive reinforcement
• Questioning ideas to gain clarification
• Negotiating
• Conflict resolution
• Persuasion
Communications Planning
•
Communications Planning:
– Every project should include some type of communications management plan, a
document that guides project communications
– Communications planning involves communication requirements analysis,
Communication technology, Communication models and Communication
methods.
– Which means who needs what information, when they will need it, how it will be
given to them and by whom.
•
Communications Requirements Analysis:
– The analysis of the communication requirements determines the information
needs of the project stakeholders.
– Project manager should also consider the number of potential communication
channels or paths as an indicator of the complexity of the project’s
communications.
– Communication channels grow exponentially
– Formula to calculate communication channels is (n(n-1))/2 (Where n represents
the number of people)
The Impact of the Number of People on Communications Channels
Source: http://learnline.cdu.edu.au/units/hit241/applied/communications.html
Communication Models
• Effective Communication
– Nonverbal (About 55 percent of the communication is
nonverbal….i.e. based on physical mannerism)
– Para lingual (Pitch and tone of the voice)
– Feedback (Sender asks for the confirmation of the
information delivered)
• Effective Listening
– Feedback
– Active Listening
– Para Lingual
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
Inov8Solutions Inc – Quality Educational Services For Professionals
www.Inov8Solutions.com
4-16
Communication Blockers
• What can disrupt effective communication?
•
•
•
•
•
•
Noise
Distance
Improper encoding of messages
Saying that something is a bad idea
Language
Culture
Review Quiz
The majority of communication can be described
as:
A.
B.
C.
D.
Verbal
Necessary
Non-verbal
Effective
Review Quiz
You are on an introductory between your project team and
new client personnel based in China. While discussing
requirements, you say that implementing the project will
be a “piece of cake.” This is an example of:
A. Motivation
B. Communication blocker
C. Gaining confidence of the client
D. Good communications
Communication Methods
There are several communication methods can be
employed in the exchange of information on a project:
• Interactive communication – between 2 or more people
in a multi-directional exchange
• Push communication – sent to specific individuals who
require the information
• Pull communication – recipients access the information
on their own
Review Quiz
Which one of the following is not a communication
method?
A.
B.
C.
D.
Interactive
Fast-paced
Push
Pull
Review Quiz
Your company has decided to start a newsletter
that will go out to all employees. This would be
an example of what kind of communication?
A.
B.
C.
D.
Verbal
Oral
Push
Pull
Review Quiz
Conducting a conference call with 20 people would
be characterized as what kind of
communication?
A.
B.
C.
D.
Long distance
Remote
Push
Interactive
Communication Methods
•
•
•
The communication methods can be further broken down into the type of
communication and the circumstances in which each type would be used
Communications can be expressed in different ways….formally or informally, written or
verbal.
The decision of which type to use needs to be made for each instance of
communication.
Type of Communication
When Used
Formal written
Complex problems, project management plans, project charter,
memos, communicating over long distances
Formal verbal
Presentation, speeches
Informal written
E-mail, handwritten notes
Informal verbal
Meetings, conversations
Communications Management
Plan
•
Output of Plan Communications Management
•
Describes how project communications will be planned,
managed, monitored, and controlled.
•
Includes such information as stakeholder
communication requirements, methods to be employed
for the communication, frequency of distributions, etc.
Manage Communications
• Creation, collection, and distribution of project
information according to Communications Management
Plan
• Enables effective flow of communication between project
stakeholders
• Ensures that communication being conducted has been
received and understood
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
Inov8Solutions Inc – Quality Educational Services For Professionals
www.Inov8Solutions.com
4-26
Manage Communications
• Class Group Activity – 30 Minutes
– Divide Class into 3 groups (3 to 4 students in
each group)
– Discuss and brainstorm the inputs/outputs
– Present your inputs/outputs to the rest of the
teams
– Check and compare your inputs/outputs with
®
PMBOK Guide, Fifth edition
Manage Communications
Tools and Techniques
• The same tools and techniques employed in
Communications Management Planning are used in
Manage Communications
• Information Management Systems – includes hard copy
documents, electronic communications (email, fax, etc.),
and electronic project management tools
• Performance Reporting – collection and distribution of
project performance, such as status reports.
Control Communications
•
Monitoring and Controlling communications
•
Output is Work Performance Information and change
requests
•
May trigger Plan Communications Management or
Manage Communications activities
Control Communications
• Class Group Activity – 30 Minutes
– Divide Class into 3 groups (3 to 4 students in
each group)
– Discuss and brainstorm the inputs/outputs
– Present your inputs/outputs to the rest of the
teams
– Check and compare your inputs/outputs with
®
PMBOK Guide, Fifth edition
Exam Tips for the Communications
Management Chapter
• Know the Communications Management
Process and input/output of each process
• Know how to calculate the communication
channels
• Know the basic communication methods,
models and tools
• Know communication blockers
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
Inov8Solutions Inc – Quality Educational Services For Professionals
www.Inov8Solutions.com
4-31
Chapter Summary
1. Facts about communications on a project:
a. Greatest threat to many projects is poor
communication
b. 1 out of 4 projects fail due to poor communication
c. 90% of project manager’s time is spent
communicating
2. Communications Management processes
• Plan Communications Management
• Manage Communications
• Control Communications
Chapter Summary
3. Plan Communications Management
•
•
•
•
Communications Requirements Analysis
Communication Technology
Communication Models
Communication Methods
4. Manage Communications
• Communications Technology
• Communication Models
• Communication Methods
5. Control Communications
End of Chapter Quiz
Question 1: 90% of the project manager’s time is
spent:
A.
B.
C.
D.
Managing
Directing
Communicating
Planning
End of Chapter Quiz
Question 2: The Communications Management
Plan is an output of which process?
A.
B.
C.
D.
Plan Communications
Manage Stakeholders
Plan Communications Management
Manage Communications
End of Chapter Quiz
Question 3: The project team has grown from 7 to
9 people. How many more channels of
communication are there?
A.
B.
C.
D.
21
65
15
Cannot be determined
End of Chapter Quiz
Question 4: The project manager has just sent out
an email providing an update on the project. This
is an example of:
A.
B.
C.
D.
Poor communication
Stakeholder Management
Manage Communications
Push communication
End of Chapter Quiz
Question 5: The project team members download
project documents that were placed on a network
drive by the project manager. This is an example
of:
A.
B.
C.
D.
Pull communication
Push communication
Interactive communication
Control Communications