60
PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP WINTER 2008 WINTER 2008 WINTER 2008 WINTER 2008 WINTER 2008 WINTER 2008 WINTER 2008 WINTER 2008 Communications Management Timothy J. Krikau, MBA, PMP

PMP Exam Prep - Communications Management

  • Upload
    tkrikau

  • View
    14.267

  • Download
    1

Embed Size (px)

DESCRIPTION

This is a presentation I gave at Walsh College to help project managers prepare for the PMP certification exam. It is based on PMBoK 3rd Version.

Citation preview

Page 1: PMP Exam Prep - Communications Management

PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP PMP EXAM WORKSHOP –––––––– WINTER 2008WINTER 2008WINTER 2008WINTER 2008WINTER 2008WINTER 2008WINTER 2008WINTER 2008

Communications Management

Timothy J. Krikau, MBA, PMP

Page 2: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

The PMBOK defines Project Communication The PMBOK defines Project Communication The PMBOK defines Project Communication The PMBOK defines Project Communication The PMBOK defines Project Communication The PMBOK defines Project Communication The PMBOK defines Project Communication The PMBOK defines Project Communication Management asManagement asManagement asManagement asManagement asManagement asManagement asManagement as……………………

““The Knowledge Area that employs the processes The Knowledge Area that employs the processes required to ensure timely and appropriate required to ensure timely and appropriate

generation, collection, distribution, storage, generation, collection, distribution, storage, retrieval, and ultimate disposition of project retrieval, and ultimate disposition of project

information.information.””

Page 3: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

SCARY FACT!!!SCARY FACT!!!SCARY FACT!!!SCARY FACT!!!SCARY FACT!!!SCARY FACT!!!SCARY FACT!!!SCARY FACT!!!

70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective 70% of all failed projects are due to ineffective

communication!!! communication!!! communication!!! communication!!! communication!!! communication!!! communication!!! communication!!!

Page 4: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

�� 10.1 10.1 –– Communications PlanningCommunications Planning

�� 10.2 10.2 –– Information DistributionInformation Distribution

�� 10.3 10.3 –– Performance ReportingPerformance Reporting

�� 10.4 10.4 –– Manage StakeholdersManage Stakeholders

Page 5: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

10.1 CommunicationPlanning

Project CommunicationManagement

10.3 Performance Reporting

10.4 ManageStakeholders

10.2 Information Distribution

Page 6: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

The art of communications is a broad subject and The art of communications is a broad subject and involves a substantial body of knowledge involves a substantial body of knowledge including: including:

1.1. SenderSender--Receiver Models:Receiver Models: Feedback Loops and Barriers to Feedback Loops and Barriers to Communication.Communication.

2.2. Choice of Media:Choice of Media: Written vs. Oral, Informal vs. Formal, FaceWritten vs. Oral, Informal vs. Formal, Face--toto--face vs. Eface vs. E--mail/Voicemail.mail/Voicemail.

3.3. Writing Style:Writing Style: Active vs. Passive, Sentence Structure, and Active vs. Passive, Sentence Structure, and Choice of WordsChoice of Words

4.4. Presentation Techniques:Presentation Techniques: Body language and Visual aids. Body language and Visual aids.

5.5. Meeting Management Techniques:Meeting Management Techniques: Preparing an agenda and Preparing an agenda and dealing with conflict. dealing with conflict.

Page 7: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Communications ModelCommunications Model

Decode

Encode

Encode

Decode

Sender Receiver

Feedback - Message

Message

Medium??

Noise

Noise

Page 8: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Model DefinitionsModel Definitions

�� Encode:Encode: To translate thoughts or ideas into a language To translate thoughts or ideas into a language

that is understood by others.that is understood by others.

�� Message:Message: The output of encoding.The output of encoding.

�� Medium:Medium: The method used to convey the message.The method used to convey the message.

�� Noise:Noise: Anything that interferes with the transmission Anything that interferes with the transmission

and understanding of the message.and understanding of the message.

�� Decode:Decode: To translate the message back into To translate the message back into

meaningful thoughts or ideas. meaningful thoughts or ideas.

Page 9: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

10.1 Communication Planning10.1 Communication Planning

This process determines the information and This process determines the information and

communications needs of the stakeholders.communications needs of the stakeholders.

�� Who needs what information? Who needs what information?

�� When will they need it? When will they need it?

�� By whom?By whom?

Page 10: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools & Techniques

1. Communications Requirements Analysis

2. Communications Technology

Inputs

1. Enterprise Environmental Factors

2. Organizational Process Assets

3. Project Scope Statement

4. Project Management Plan

• Constraints

• Assumptions

Outputs

1. Communications Management Plan

10. 1 Communications Planning

Page 11: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesCommunications Requirements AnalysisCommunications Requirements Analysis

�� The analysis of the communications requirements in the The analysis of the communications requirements in the sums of the information needs of the stakeholders.sums of the information needs of the stakeholders.

�� Requirements are defined by combining the type and Requirements are defined by combining the type and format of information needed with analysis of the value format of information needed with analysis of the value of the information.of the information.

�� Project resources are expended only on communicating Project resources are expended only on communicating information that contributes to success, or where a lack information that contributes to success, or where a lack of communication can lead to failure. of communication can lead to failure.

Page 12: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis�� This does not mean that This does not mean that ““bad newsbad news”” should not be should not be

sharedshared……

�� The intent is prevent overwhelming stakeholders with The intent is prevent overwhelming stakeholders with

minutiae.minutiae.

Page 13: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

The project manager should consider the number The project manager should consider the number of potential communication channels or paths as of potential communication channels or paths as an indicator of the complexity of a projectan indicator of the complexity of a project’’s s

communications.communications.

n(nn(n--1)/21)/2

Page 14: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

““You have a team of four people, how many You have a team of four people, how many communication channels are there?communication channels are there?””

Page 15: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

““You have a team of four people, how many You have a team of four people, how many communication channels are there?communication channels are there?””

The answer is sixThe answer is sixOrOr……

4(44(4--1)/2 = 61)/2 = 6

Page 16: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

““What if you add one more? How many more What if you add one more? How many more channels would you have?channels would you have?

The answer is 10, right? The answer is 10, right?

WRONG!!!!WRONG!!!!

Page 17: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

““What if you add one more? How many more What if you add one more? How many more channels would you have? channels would you have?

Page 18: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

““What if you add one more? How many What if you add one more? How many moremoremoremoremoremoremoremorechannels would you have?channels would you have?

The answer would be four. The answer would be four.

Remember to read the exams questions Remember to read the exams questions carefullycarefully!!

Page 19: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communications Requirements AnalysisCommunications Requirements Analysis

A key component of planning the projects communications A key component of planning the projects communications

is to determine and limit who will communicate with is to determine and limit who will communicate with

whom and who will receive what information.whom and who will receive what information.

Page 20: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesInformation typically required to determine project Information typically required to determine project

communication requirements are:communication requirements are:1.1. Organization chartsOrganization charts

2.2. Project organization and stakeholder responsibility relationshipProject organization and stakeholder responsibility relationshipss

3.3. Disciplines, departments, and specialties involved in the projecDisciplines, departments, and specialties involved in the projectt

4.4. Logistics of how many persons will be involved with the project Logistics of how many persons will be involved with the project and at which locationsand at which locations

5.5. Internal information needs (within an organization)Internal information needs (within an organization)

6.6. External information needs (with contractors, media, etc.)External information needs (with contractors, media, etc.)

7.7. Stakeholder informationStakeholder information

Page 21: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Effective CommunicationEffective Communication

Messages should be encoded carefully, determine Messages should be encoded carefully, determine

what the best communication method is to send, what the best communication method is to send,

and to confirm that the message is and to confirm that the message is understood.understood.

Page 22: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Effective CommunicationEffective Communication

1.1. Nonverbal:Nonverbal: About 55% of all communications are About 55% of all communications are

nonverbal (based on physical mannerisms)nonverbal (based on physical mannerisms)

2.2. ParalingualParalingual:: Pitch and tone of voice also helps (and Pitch and tone of voice also helps (and

hinders) the conveyance of a messagehinders) the conveyance of a message

3.3. Feedback:Feedback: ““Do you understand what IDo you understand what I’’ve ve

explained?explained?””

Page 23: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Effective ListeningEffective Listening

The receiver should decode the message carefully The receiver should decode the message carefully

and confirm that the message is understood.and confirm that the message is understood.

Page 24: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Effective ListeningEffective Listening

1.1. Feedback: Feedback: ““I understand.I understand.”” or or ““II’’m sure I m sure I

understand, can you repeat what you just said?understand, can you repeat what you just said?””

2.2. Active Listening:Active Listening: The receiver confirms that The receiver confirms that

he/she is listening, confirms agreement, or asks for he/she is listening, confirms agreement, or asks for

clarification.clarification.

3.3. ParalingualParalingual

Page 25: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Communications TechnologyCommunications Technology

The methodologies used to transfer information The methodologies used to transfer information

among project stakeholders can vary among project stakeholders can vary

significantly. significantly.

Page 26: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Communications TechnologyCommunications Technology

Technological factors that can affect a project include: Technological factors that can affect a project include:

1.1. The urgency of the need for information (immediate or in intervaThe urgency of the need for information (immediate or in intervals?)ls?)

2.2. The availability of technology (systems in place or is a change The availability of technology (systems in place or is a change needed?)needed?)

3.3. The expected project staffing (system compatible with participanThe expected project staffing (system compatible with participants or is ts or is

training required?)training required?)

4.4. The length of the project (will the current technology change beThe length of the project (will the current technology change before the fore the

project closes?)project closes?)

5.5. The project environment (is the team coThe project environment (is the team co--located or virtual?)located or virtual?)

Page 27: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Communication TechnologyCommunication Technology

MethodsMethods

1.1. Formal Written:Formal Written: Used for complex problems, PM Used for complex problems, PM

plans, project charter, long distance communicationsplans, project charter, long distance communications

2.2. Formal Verbal:Formal Verbal: Presentations, speechesPresentations, speeches

3.3. Informal Written:Informal Written: Memos, eMemos, e--mail, notesmail, notes

4.4. Informal Verbal:Informal Verbal: Meetings, conversationsMeetings, conversations

Page 28: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Communications TechnologyCommunications Technology

Can a project manager control all communications? Can a project manager control all communications?

No. No.

Should the project manager try to control all Should the project manager try to control all communications? communications?

Yes.Yes.

How much of a PMHow much of a PM’’s time is spent communicating? s time is spent communicating?

90%90%

Page 29: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Communications Management PlanCommunications Management Plan

The inputs and tools and techniques in this process will The inputs and tools and techniques in this process will

yield the yield the

Communications Management PlanCommunications Management Plan

Page 30: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Communications Management PlanCommunications Management PlanThe communications management plan is contained, or is a subsidiThe communications management plan is contained, or is a subsidiary plan of, the ary plan of, the

project management plan. project management plan.

The communications management plan provides:The communications management plan provides:1.1. Stakeholder communication requirementsStakeholder communication requirements

2.2. Information to be communicated, including format, content, and lInformation to be communicated, including format, content, and level of detailevel of detail

3.3. Person responsible for communicating all informationPerson responsible for communicating all information

4.4. Person/groups who will receive the informationPerson/groups who will receive the information

5.5. Methods/technologies used to convey the information (memos, emaiMethods/technologies used to convey the information (memos, email, etc.)l, etc.)

6.6. Frequency of communication Frequency of communication

7.7. Escalation processEscalation process--identifying time frames and the management chain (names) for identifying time frames and the management chain (names) for escalation of issues that canescalation of issues that can’’t be resolved at a lower staff level. t be resolved at a lower staff level.

8.8. Method for updating and refining the communications management pMethod for updating and refining the communications management plan as the lan as the project develops. project develops.

9.9. Glossary of common terminologyGlossary of common terminology

Page 31: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

10. 2 Information Distribution 10. 2 Information Distribution

This process involves making information available This process involves making information available

to project stakeholders in a timely manner. to project stakeholders in a timely manner.

�� Distribution of the communications management plan.Distribution of the communications management plan.

�� Responding to unexpected requests for informationResponding to unexpected requests for information

Page 32: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Tools & Techniques

1. Communications Skills

2. Information Gathering and Retrieval Systems

3. Information Distribution Methods

4. Lessons Learned Process

Inputs

1. Communication Management Plan

Outputs

1. Organizational Process Assets (Updates)

2. Requested Changes

Information Distribution

Page 33: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communication SkillsCommunication Skills

Communication skills are part of general management skills Communication skills are part of general management skills

and are used to exchange information.and are used to exchange information.

Page 34: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques

Communication SkillsCommunication Skills

Communicating has many dimensions:Communicating has many dimensions:

1.1. Written and oral, listening, and speakingWritten and oral, listening, and speaking

2.2. Internal (within the project) and external (customer, media, Internal (within the project) and external (customer, media,

public)public)

3.3. Formal (reports, briefings) and informal (memos, ad hoc Formal (reports, briefings) and informal (memos, ad hoc

conversations)conversations)

4.4. Vertical (up and down the organization) and horizontal (peer)Vertical (up and down the organization) and horizontal (peer)

Page 35: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesInformation Gathering and Retrieval SystemsInformation Gathering and Retrieval Systems

Information can gathered and retrieved through a variety Information can gathered and retrieved through a variety of media including: of media including:

1.1. Manual filing systemsManual filing systems

2.2. Electronic databasesElectronic databases

3.3. PM softwarePM software

4.4. Systems that allow access to technical documentation Systems that allow access to technical documentation (blueprints, design specs, etc.)(blueprints, design specs, etc.)

Page 36: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesInformation Distribution MethodsInformation Distribution Methods

These methods involve information collection, sharing, andThese methods involve information collection, sharing, anddistribution to project stakeholders in a timely manner across tdistribution to project stakeholders in a timely manner across the he project life cycle. project life cycle.

1.1. Project meetings, hardProject meetings, hard--copy document distribution, manual filing systems, copy document distribution, manual filing systems, and sharedand shared--access electronic databases. access electronic databases.

2.2. Electronic communication and conferencing tools, such as eElectronic communication and conferencing tools, such as e--mail, fax, mail, fax, voicemail, telephone, video and Web conferencing, and Web publisvoicemail, telephone, video and Web conferencing, and Web publishing. hing.

3.3. Electronic tools for PM, such as Web interfaces to scheduling anElectronic tools for PM, such as Web interfaces to scheduling and PM d PM software, meeting and virtual office support software, portals, software, meeting and virtual office support software, portals, and and collaborative work management tools. collaborative work management tools.

Page 37: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Lessons LearnedLessons Learned

�� A lessons learned session focuses on identifying project successA lessons learned session focuses on identifying project successes and project failures, es and project failures, and includes recommendations to improve future performance on prand includes recommendations to improve future performance on projects. ojects.

�� Lessons learned provide future project teams with the informatioLessons learned provide future project teams with the information that can increase n that can increase effectiveness and efficiency of project management.effectiveness and efficiency of project management.

�� Lessons learned are so valuable that a project cannot be consideLessons learned are so valuable that a project cannot be considered complete unless red complete unless the lessons learned are completed. the lessons learned are completed.

�� Continuous Improvement Continuous Improvement cannot existcannot exist without lessons learnedwithout lessons learned

Page 38: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesLessons LearnedLessons Learned

DonDon’’t wait until the project is over to share lessons learned with ot wait until the project is over to share lessons learned with other ther

projects!projects!

Page 39: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesLessons LearnedLessons Learned

Specific results from lessons learned include:Specific results from lessons learned include:

�� Update of the lessons learned knowledge baseUpdate of the lessons learned knowledge base

�� Input to knowledge management systemInput to knowledge management system

�� Updated corporate policies, procedures, and processesUpdated corporate policies, procedures, and processes

�� Improved business skillsImproved business skills

�� Overall product and service improvementsOverall product and service improvements

�� Updates to the risk management planUpdates to the risk management plan

Page 40: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Lessons LearnedLessons Learned

QuestionQuestion……

Lessons learned are BEST completed by: Lessons learned are BEST completed by:

a.a. Project managerProject manager

b.b. TeamTeam

c.c. SponsorSponsor

d.d. StakeholdersStakeholders

Page 41: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Lessons LearnedLessons Learned

The best answer is STAKEHOLDERS as their The best answer is STAKEHOLDERS as their

input is critical for collecting all the lessons input is critical for collecting all the lessons

learned on each project. learned on each project.

Page 42: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Information Distribution OutputsInformation Distribution Outputs

�� Organizational Process Assets (updates)Organizational Process Assets (updates)�� Project recordsProject records

�� Project reportsProject reports

�� Lessons learned documentationLessons learned documentation

�� Project presentationsProject presentations

�� Feedback from stakeholdersFeedback from stakeholders

�� Stakeholder notificationsStakeholder notifications

Page 43: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Information Distribution OutputsInformation Distribution Outputs

Requested Changes:Requested Changes: Changes to the Information Changes to the Information

Distribution process should trigger changes to the PM Distribution process should trigger changes to the PM

plan and plan and thecommunicationsthecommunications management plan.management plan.

Page 44: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

10.3 Performance Reporting10.3 Performance Reporting

The performance reporting process involves the collection of allThe performance reporting process involves the collection of allbaseline data, and distribution of performance information to baseline data, and distribution of performance information to stakeholders.stakeholders.

Generally, this performance information includes how resources aGenerally, this performance information includes how resources are re being used to achieve project objectives and should include being used to achieve project objectives and should include information on scope, schedule, cost, and quality. information on scope, schedule, cost, and quality.

Page 45: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Tools & Techniques

1. Information presentation tools

2. Performance information gathering and compilation

3. Status review meetings

4. Time reporting systems

5. Cost reporting systems

Inputs

1. Work performance information

2. Performance measurements

3. Forecasted completion

4. Quality control measurements

5. PM plan

• Performance measurement baseline.

6. Approved change requests.

7. Deliverables

Outputs

1. Performance reports

2. Forecasts

3. Requested changes

4. Recommended corrective actions

5. Organizational process assets

10.3 Performance Reporting

Page 46: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

10.3 Performance Reporting10.3 Performance Reporting�� Status reports:Status reports: Describe where project now stands in terms of cost, Describe where project now stands in terms of cost,

time, and scope, and quality.time, and scope, and quality.

�� Progress reports:Progress reports: Describe what has been accomplished. Describe what has been accomplished. � Gantt Charts in MS Project

�� Trend reports:Trend reports: Examine project results over time to see if performance Examine project results over time to see if performance is improving or deteriorating. is improving or deteriorating.

�� Forecasting reports:Forecasting reports: Predict future project status and performancePredict future project status and performance

�� Variance reports:Variance reports: Compare actual results to baselinesCompare actual results to baselines

�� Earned value:Earned value: Integrates scope, cost and schedule measures to assess Integrates scope, cost and schedule measures to assess project performance (see the Cost Management process in the PMBOproject performance (see the Cost Management process in the PMBOK)K)

�� Lessons learnedLessons learned

Page 47: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

InputsInputsWork Performance InformationWork Performance Information

Work performance information on the completion status of Work performance information on the completion status of

the deliverables and what has been accomplished is the deliverables and what has been accomplished is

collected as part of project execution, and is fed into collected as part of project execution, and is fed into

the Performance Reporting process.the Performance Reporting process.

Page 48: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and TechniquesPM Plan: Performance Measurement Baseline.PM Plan: Performance Measurement Baseline.

An approved plan for the project work against which project execAn approved plan for the project work against which project execution ution

is compared, and deviations are measured for management is compared, and deviations are measured for management

control. control.

The performance measurement baseline typically integrates scope,The performance measurement baseline typically integrates scope,

schedule, and cost parameters of the project, but may include schedule, and cost parameters of the project, but may include

technical and quality parameters. technical and quality parameters.

Page 49: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Tools and TechniquesTools and Techniques1.1. Information Presentation Tools: Information Presentation Tools: Software packages that include table Software packages that include table

reporting, spreadsheet analysis, presentations, etc. (MS Office)reporting, spreadsheet analysis, presentations, etc. (MS Office)

2.2. Performance Information Gathering and Compilation:Performance Information Gathering and Compilation: Information can Information can be gathered and compiled from a variety of media including manuabe gathered and compiled from a variety of media including manual filing l filing systems, electronic databases, PM software, and systems that allsystems, electronic databases, PM software, and systems that allow ow technical documentationtechnical documentation

3.3. Status Review Meetings:Status Review Meetings: Regularly scheduled events to exchange Regularly scheduled events to exchange information about the project. Frequency and levels can vary witinformation about the project. Frequency and levels can vary with these. h these.

4.4. Time Reporting Systems: Time Reporting Systems: Record and provide time expended on the Record and provide time expended on the project. project.

5.5. Cost Reporting Systems:Cost Reporting Systems: Record and provide cost expended on the Record and provide cost expended on the project.project.

Page 50: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

OutputsOutputs

1.1. Performance Reports:Performance Reports: Organize and summarize the Organize and summarize the information gathered, and present the results of any analysis asinformation gathered, and present the results of any analysis ascompared to the performance measurement baseline. compared to the performance measurement baseline.

2.2. Forecasts:Forecasts: Forecasts are updated and reissued based on work Forecasts are updated and reissued based on work performance information provided as the project is executed.performance information provided as the project is executed.

3.3. Requested Changes:Requested Changes: Analysis of project performance often Analysis of project performance often generates requested changes.generates requested changes.

4.4. Recommended Corrective ActionsRecommended Corrective Actions

5.5. Organizational Process AssetsOrganizational Process Assets

Page 51: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

OutputsOutputs

When completed, performance reporting should result in:When completed, performance reporting should result in:

�� The issuing of reports from other knowledge areasThe issuing of reports from other knowledge areas

�� Feedback from those who received the reportsFeedback from those who received the reports

�� Lessons learnedLessons learned

�� Requested changes to both the project and communications Requested changes to both the project and communications

management planmanagement plan

�� Reports, forecasts, requested changes and corrective actions andReports, forecasts, requested changes and corrective actions and

lessons learned documentationlessons learned documentation

Page 52: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

10.4 Manage Stakeholders10.4 Manage Stakeholders

1.1. Stakeholder management refers to managing communications to Stakeholder management refers to managing communications to satisfy the needs of, and resolve issues with, project stakeholdsatisfy the needs of, and resolve issues with, project stakeholders.ers.

2.2. Actively managing stakeholders: Actively managing stakeholders:

1.1. Increases the likelihood that the project will not veer off tracIncreases the likelihood that the project will not veer off track due to k due to unresolved stakeholder issues.unresolved stakeholder issues.

2.2. Enhances the ability of persons to operate synergisticallyEnhances the ability of persons to operate synergistically

3.3. Limits disruptions during the project Limits disruptions during the project

Page 53: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

Tools & Techniques

1. Communications methods

2. Issue logs

Inputs

1. Communications management plan

2. Organizational process assets

Outputs

1. Resolved issues

2. Approved change requests

3. Approved corrective actions

4. Organizational process assets (updated)

5. Project Management plan (updated)

10.4 Manage Stakeholders

Page 54: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

10.4 Manage Stakeholders10.4 Manage StakeholdersTools and TechniquesTools and Techniques

1.1. Communication MethodsCommunication Methods1.1. FaceFace--toto--face meetings are the most effective means for face meetings are the most effective means for

communicating and resolving issues with stakeholders.communicating and resolving issues with stakeholders.

2.2. If faceIf face--toto--face meetings arenface meetings aren’’t possible or practical t possible or practical (international projects), telephone calls, e(international projects), telephone calls, e--mail, and other mail, and other electronic tools are useful for exchanging information and electronic tools are useful for exchanging information and dialoguing.dialoguing.

Page 55: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

10.4 Manage Stakeholders10.4 Manage StakeholdersTools and TechniquesTools and Techniques

1.1. Issue LogsIssue Logs

1.1. A tool that can be used to document and monitor the A tool that can be used to document and monitor the

resolution of issues. resolution of issues.

2.2. Discussed more in the Human Resource Management process.Discussed more in the Human Resource Management process.

Page 56: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

10.4 Manage Stakeholders10.4 Manage StakeholdersOutputsOutputs

1.1. Resolved Issues (placed in the issue log) Resolved Issues (placed in the issue log)

Page 57: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Other StuffOther StuffCommunication BlockersCommunication Blockers

1.1. Use of slang, jargon, or phraseology that is indigenous to our cUse of slang, jargon, or phraseology that is indigenous to our culture can cause ulture can cause miscommunication with other cultures. miscommunication with other cultures.

““WhatWhat’’s your game plan?s your game plan?””

““The nuts and bolts of theThe nuts and bolts of the…”…”

““Zero in on the problemZero in on the problem””

““Kill the weedKill the weed””

Page 58: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Other StuffOther Stuff

Helpful websites in preparing for the PMP ExamHelpful websites in preparing for the PMP Exam

PMPINABOX: PMPINABOX: www.pmpinabox.comwww.pmpinabox.com

PreparePMPreparePM: : www.preparepm.comwww.preparepm.com

PMPrepcastPMPrepcast: : www.pmprepcast.comwww.pmprepcast.com

Page 59: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENT

Other StuffOther Stuff

[email protected]@yahoo.com

Page 60: PMP Exam Prep - Communications Management

COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS COMMUNICATIONS

MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT