08pmpcommunicationmanagement-121213033002-phpapp02

PROJECT COMMUNICATION MANAGEMENT

Based on the 4th

Edition of PMBOK

Waleed El-Naggar, MBA, PMP

Why?

It consumes 90% of a Project Manager’s time.

It weighs 14% in the PMP Exam !

Communication is Important!

5/30/2009 2Prepared by: Waleed El-Naggar

Encoding Decoding

Sender ---------Message ------- Receiver

Communication… is What?


Project Communication Management

Identify Stakeholders

Plan Communications

Distribute Information

Manage Stakeholder Expectation

Report Performance


10.1 Identify Stakeholders

Identify all people or

organizations impacted by the

project: e.g., Customers,

Sponsors, Team Members,

Suppliers (Internal & External),

and Labor unions


Identify Stakeholders: Inputs Project Charter (provides information about

internal & external involved parties

Procurement Documents

Enterprise Environmental Factors (e.g.,

organizational culture, industry standards, … etc)

Organizational Process Assets (stakeholders

register templates, lessons learned, old project

documents, … etc)


Identify Stakeholders: Tools & Techniques

Stakeholder Analysis: gathering & analyzing

information to determine stakeholder in 3 steps:

Identify all potential stakeholders & relevant

information (roles, departments, interests,

knowledge levels, expectations, and influence

levels).

Identify potential impact or support each

stakeholder could generate (power-interest)

Assess how key stakeholders are likely to

react or respond to various situations.5/30/2009 7Prepared by: Waleed El-Naggar

Power-Interest Grid

Prepared by: Waleed El-Naggar 85/30/2009

Expert Judgment: groups or individuals

specialized in certain areas such:

Senior management

Subject matter experts

Industry groups and consultants

Professional and technical associations

Project managers with experience in similar

project and

Identified stakeholders.

Identify Stakeholders: T & T (2)


Identify Stakeholders: Outputs Stakeholder Register: it contains

Identification Information: name,

organizational position, location, role in

project, … etc.

Assessment Information: major requirements,

expectation, potential influence in project …

etc.

Stakeholder Classification: Internal/External,

supporter, neutral, resistor, … etc.


Identify Stakeholders: Outputs (2)

11

Stakeholder Management Strategy: define an

approach to increase the support and minimize

negative impacts of stakeholder throughout the

whole project life cycle. It should define:

Key stakeholder (can significantly impact the

project).

Level of participation in the project

Stakeholder groups and their management.

5/30/2009 Prepared by: Waleed El-Naggar

Sample Stakeholder Mgmt Plan


How should the project manager manage the

stakeholders with high power in high interest in the

project?

A. Keep them satisfied

B. Manager Closely

C. Treat them equally to other stakeholders

D. Give their request a high priority

Answer: B

13

Quiz

5/30/2009 Prepared by: Waleed El-Naggar

Determining Stakeholder s’ information needs

and defining communication approach:

Who needs What

When he/she needs it

Who will deliver

How will it be delivered (report, email,

verbal, … etc)

Should be planned early and revised through

the whole project life.

Improper communication planning will lead to

significant problems

10.2 Plan Project Communication


1. Stakeholder Register:

2. Stakeholder Management Strategy

3. Enterprise Environmental Factors:

Company’s culture, infrastructure, market

conditions etc.

4. Organizational Process Assets: Historical

records- lessons learned – templates-

guidelines & Procedures.

Plan Communications: Inputs


1. Communication Requirements Analysis:

Determine information needs of the project

stakeholder. (Number of communications

channels)

Plan Communications: T & T (1)

N(N-1)/ 2


2. Communication Technology: affected by

The urgency of the need for the information

The availability of technology

Expected Project staffing (experience,

training, … etc)

Duration of the project (Will technology

change?)

The project environment



3. Communication Models.



4. Communication Methods:

Interactive (meetings, phone calls, video

conferences, … etc)

Push Communications (letters, memos,

reports, emails, faxes, … etc)

Pull communications (Intranet, knowledge

repositories, … etc)



Communications Management Plan:

Communications item: information for distribution

Purpose: The reason of the distribution

Start/end dates.

Medium and formality

Responsibility: who will distribute the information

Escalation Procedures

Glossary of Terminology

Project Documents Updates (Schedule,

stakeholder Register, stakeholder strategy, … etc)

Plan Communications: Outputs


Q: One Purpose of the Communication

Management plan is to offer:

A. Methods about how to gather & store

Information.

B. Measure the level of experience of each team

member.

C. Organize the project and the relationships of

stakeholder responsibilities.

D. Provide methods of releasing team members

after they are no longer needed.

Answer: A


Q: The team has 5 team members as well as the

project manager. How many communication

channels?

A. 10.

B. 15.

C. 6

D. 30

Answer: B


The process of making needed information

available to project stakeholders as planned.

Effective information distribution incudes

several techniques such as:

Sender-receiver models (feedback, barriers, … etc)

Choice of media

Writing style

Meeting management techniques

Presentation techniques

10.3 Distribute Information


1. Communication Management Plan.

2. Performance reports (output of 10.5)

3. Organizational Process Assets

Guidelines

Templates

Historical Information

Distribute Information : Inputs


Distribute Information: Tools & Techniques

1. Communication Methods:

2. Information Distribution Tools:

• Hard copies

• Electronic communication


Types of Communication1. Non verbal Communication: 55% of conveying

the message, composed of behavior & Physical

Mannerisms.

2. Verbal Communication

Formal (Presentations- Speeches)

Informal (Meetings Conversations)

Types of Verbal Communication:

Para-lingual: Pitch & Tone of Voice

Active Listening

Effective Listening: Watching physical

gestures of the speaker.


3. Written

Formal : In project plan, charter, long distances

& complex problems.

Informal : Memos, emails, notes.

Communication skills allow information to flow:

Internally

Externally

Vertically (up and down hierarchies)

Horizontally (along peers)


Take care if the question is asking you

what is the total number of channels or

what is the additional number of channels.


Communication Barriers (1)

Noise

Distance

Hostility

Language

Culture

Evaluative tendency

Improper Decoding


Personality and interest

Position and status

Lack of responsive feedback

Withholding information

Mixed messages

Stereotyping

Communication Barriers (1)


1. Updated Process Assets Updates;

Stakeholder Notifications

Project Reports

Project Records: correspondences – memos

– project notebooks.

Project Presentations: where the presenter

must determine;

Feedback from stakeholders

Lessons Learned Documentation

Distribute Information: Outputs


WHATEVER YOUR MESSAGE is;

keep it clear and simple


Q: The most common negotiation problem that

occurs during negotiation is:

A. Each side might misinterpret what the other side

has said

B. Each side may give up on the other side

C. One side may try to confuse the other side

D. One side may be too busy thinking about what to

say next to hear what is being said

Answer A


Working with stakeholders to meet their needs

and addressing issues as they occur.

Actively manage expectations of stakeholders to

increase likelihood of project acceptance.

Addressing concerns and issues.

Clarifying and resolving issues

10.4 Manage Stakeholders Expectations


1. Stakeholder Register

2. Stakeholder Management Strategy

3. Project Management Plan

4. Issue Log

5. Change Log

6. Organizations Process Assets

Manage Stakeholders Expectations: Inputs


1. Communication Methods

2. Interpersonal Skills

Building trust

Resolving conflicts

Active Listening

Overcoming resistance to change

3. Management Skills

Presentation Skills

Negotiation

Writing Skills

Public Speaking

Manage Stakeholders Expectations: Tools and Techniques


1. Organizational Process Assets Updates

2. Change Requests

3. Project Management Plan Updates

4. Project Document Updates

Stakeholder management strategy

Stakeholder Register

Issue Log

Manage Stakeholders Expectations: Outputs


Provides information regarding all PMP

Management Areas.

Emphasizes Forecasting.

10.5 PERFORMANCE REPORTING


PERFORMANCE REPORTING: Inputs

1. Project Management Plan

2. Work Performance Information:

Deliverable status

Schedule Progress (CPI, SPI, … etc)

Cost incurred

3. Work Performance Measurements: to calculate

actual work performance versus plan.

4. Budget Forecast

5. Organizational Process Assets


PERFORMANCE REPORTING: T & T

1. Variance Analysis

2. Forecasting Methods

Time series methods

Causal/econometric methods

Judgmental methods

Other methods

3. Communication Methods

4. Reporting Systems


PERFORMANCE REPORTING: Outputs

1. Performance reports, e.g. Bar charts/Gantt

chart, S- Curves & resource Histograms.

2. Organizational Process Assets Updates

3. Change Requests


Q: Of the Various tools & Techniques on Performance

Reporting, which one integrates scope, cost &

schedule information as key elements?

A. Real options Analysis

B. Variance Analysis

C. Earned Value Analysis

D. Schedule/ Cost Analysis

Answer C


Q: At the end of each project, the project team should

prepare a lessons learned summary that focuses on all

of the following except:

A. Sharing Best Practices with other teams in the

organization

B. Warning others of potential problems

C. Suggesting methods to mitigate risks effectively to

ensure success

D. Sharing only the positive aspects of the project for

future replication elsewhere in the organization

Answer D


Q: Extensive use of _______ communication is

most likely to aid in solving complex problems

A. Verbal

B. Written

C. Formal

D. Nonverbal

Answer B

Prepared by: Waleed El-Naggar 445/30/2009

Q: The WBS can be an effective aid for

communication in which situation?

A. Internal within the project

B. Internal within the organization

C. External with the customer

D. Internal and external to the project

Answer D


Q: The Most Likely results of Communication blockers

is that:

A. The project is delayed

B. Trust level is enhanced

C. Conflict occurs

D. Senior management is displeased

Answer C


Q: Communications are often enhanced when the

sender _____ the receiver

A. Speaks up to

B. Uses more physical movements when talking to

C. Talks slowly to

D. Shows Concern for the perspective of

Answer A


Thank you

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