Project Communications

Management
Chapter 10

1
KEY TERMS

 What is Communications
 Types of Communications and Communications
Barriers
 10.1 Plan Communications Management
 10.2 Manage Communications
 10.3 Control Communications

2
Why is Communications so important ?

3
Project Communications Management
Monitoring &
Controlling Processes
Planning
Processes

Enter phase/ Initiating Closing Exit phase/

Start project Processes Processes End project

Executing
Processes

Process
Knowledge
Area Monitoring &
Initiating Planning Executing Closing
Control

10.1 plan
Human 10.2 Manage 10.3 Control
communication
Resource Communications Communications
management

3
10.1 Plan Communications Management
The process of developing an appropriate approach and plan
for project communications based on stakeholder’s
information needs and requirements, and available
organizational assets.

10.2 Manage Communications

The process of creating, collecting, distributing, storing,
retrieving and the ultimate disposition of project information
in accordance with the communications management plan.

10.3 Control Communications

The process of monitoring and controlling communications
throughout the entire project life cycle to ensure the
information needs of the project stakeholders are met.
5
 Communication Model

• Communications consumes 90% of a Project Manager’s time.

6
Communications Types

Complex problems, project management plan, project

Formal written
charter, communicating over long distances

Formal verbal Presentations, speeches

Informal written E-mail, handwritten notes, text messages, instant messaging

Informal verbal Meetings, conversations

Nonverbal • physical mannerisms

(body language) • 55% of all communication is nonverbal
• Pitch and tone of voice also help to convey a spoken
Para lingual
message

Words

Effective listening

7
Communication Barriers
 Noise / Distance

 Hostility

 Language

 Culture

 Evaluative tendency

 Improper Decoding

 Personality and interest

 Lack of responsive feedback

 Withholding information

 Mixed messages
8
10.1- Plan communications
Management

9
10.1- Plan Communications Management.

• The process of developing an appropriate approach and

plan for project communications based on
stakeholder’s information needs and requirements, and
available organizational assets.
 Who needs What
 When he/she needs it
 Who will deliver
 How will it be delivered (report, email,verbal, … etc.)

10
11
10.1- Plan Communications Management INPUTS

1. Project Management Plan

2. Stakeholder Register

3. EEF

4. OPA

12
10.1- Plan Communications Management T & T

1. Communication Requirements Analysis:

Determine information needs of the project stakeholder. (Number of
communications channels)
N ( N  1)
• Number of communication channels =
2

N= Number of people

13
10.1- Plan Communications Management T & T

2. Communication Technology:

• Availability of technology
• Urgency of the need for information.
• Project environment
• Sensitivity and confidentiality of the information

3. Communication Models
• Encode. Noise
• Transmit Message. Encode Encode
• Decode.
• Acknowledge. Sender Sender
Medium
• Feedback/Response
Decode Decode

Noise
14
10.1- Plan Communications Management T & T

4. Communication methods :

• Interactive Communication
Most efficient way to ensure a common understanding E.g. meetings,
phone calls, video conferencing

• Push Communication
Does not certify that it reached or understood E.g. letters, email, press
release, faxes, voice mail

• Pull communication
Used for very large information volumes, very large audiences
E.g. intranet site, e-learning

5. Meetings
15
 10.1- Plan Communications Management Outputs

1. 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

2. Project Documents Updates.

Project schedule / Stakeholder register.

16
Communications Management Plan:

17
Quiz

The project manager has a team of 5 members. How

many communication channels?

A. 10
B. 15
C. 6
D. 30

18
Quiz

The project manager has a team of 5 members. How

many communication channels?

A. 10
B. 15
C. 6
D. 30

Answer: B

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 10.2- Manage
communications

20
10.2- Manage Communications.

The process of creating, collecting, distributing, storing,

retrieving and the ultimate disposition of project
information in accordance with the communications
management plan.

21
22
Performance reporting

• Status report describes where the project currently stands regarding

the performance measurement baseline.

• Progress report describes what has been accomplished.

• Trend report examines project results over time to see if performance

is improving or deteriorating.

• Forecasting report predicts future project status and performance.

• Variance report compares actual results to baselines.

• Earned value report integrates scope, cost, and schedule measures

to assess project performance.

• Lessons learned documentation Reports on performance are used

as lessons learned for future projects.
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10.2- Manage Communications INPUTS

1. Communication Management Plan

2. Work Performance Reports

3. EEF

4. OPA

24
10.2- Manage Communications T & T

Communication Technology

Communication Models

Communication Methods:

Performance Reporting

PMIS
Hard copies / Electronic communication Management /
Electronic Project Management Tools

25
10.2- Manage Communications Outputs

1. Project Communication
Project Management Plan Updates

Project Document Updates

4. OPA Updates
 Stakeholder Notifications
 Project Reports
 Project Presentations
 Project Records (correspondences, memos,
project notebooks).
 Feedback from stakeholders
 Lessons Learned Documentation

26
 10.3- Control
communications

27
10.3- Control Communications.

The process of monitoring and controlling

communications throughout the entire project life cycle
to ensure the information needs of the project stakeholders
are met.

28
29
10.3- Control Communications INPUTS

1. Project Management Plan

2. Project Communications
Deliverables status / Schedule progress / Costs incurred.

3. Issue Log

4. Work Performance Data

5. OPA

30
10.3- Control Communications T & T

1. PMIS
2. Expert Judgment
3. Meetings

10.3- Control Communications Outputs

1. Work Performance Information

2. Change Requests

3. Project Management Plan Updates

Project Documents Updates
Forecasts / Performance reports / Issue log.
5. OPA Updates
31
Questions

1. A project manager has a problem with a team member's

performance. What is BEST form of communication for
addressing this problem?

A. Formal written communication

B. Formal verbal communication

C. Informal written communication

D. Informal verbal communication

32
Questions

1. A project manager has a problem with a team member's

performance. What is BEST form of communication for
addressing this problem?

A. Formal written communication

B. Formal verbal communication

C. Informal written communication

D. Informal verbal communication

Answer : D
33
Questions

2. Extensive use of ………… communication is most likely to

aid in solving complex problems.

A. Formal verbal

B. Informal written

C. Formal written

D. Nonverbal

34
Questions

2. Extensive use of ………… communication is most likely to

aid in solving complex problems.

A. Formal verbal

B. Informal written

C. Formal written

D. Nonverbal

Answer : C

35
Questions

3. The MOST likely result of communication blockers is that:

A. The project is delayed.

B. The trust level is enhanced.

C. Conflict occurs.

D. Senior management is displeased.

36
Questions

3. The MOST likely result of communication blockers is that:

A. The project is delayed.

B. The trust level is enhanced.

C. Conflict occurs.

D. Senior management is displeased.

Answer : C

37
Questions

4. Communications are often enhanced when

the sender ……………….. the receiver.

A. Speaks up to

B. Uses gestures when speaking to

C. Speaks slowly to

D. Shows concern for the perspective of

38
Questions

4. Communications are often enhanced when

the sender ……………….. the receiver.

A. Speaks up to

B. Uses gestures when speaking to

C. Speaks slowly to

D. Shows concern for the perspective of

Answer : D
39
Questions

5. Formal written correspondence with the customer is

required when:

A. Defects are detected.

B. The customer requests additional work not covered under

contract.

C. The project has a schedule slippage that includes

changes to the critical path.

D. The project has cost overruns.

40
Questions

5. Formal written correspondence with the customer is

required when:

A. Defects are detected.

B. The customer requests additional work not covered under

contract.

C. The project has a schedule slippage that includes

changes to the critical path.

D. The project has cost overruns.

Answer : B
41
Questions

6. Communication is key to the success of a project. As the

project manager, you had three stakeholders with whom you
needed to communicate. Therefore, you had six channels of
communication. A new stakeholder has been added with
whom you also need to communicate.
How many communication channels do you have now?

A. 7
B. 10
C. 12
D. 16

42
Questions

6. Communication is key to the success of a project. As the

project manager, you had three stakeholders with whom you
needed to communicate. Therefore, you had six channels of
communication. A new stakeholder has been added with
whom you also need to communicate.
How many communication channels do you have now?

A. 7
B. 10
C. 12
D. 16

Answer : B
43
Questions
7. Two people are arguing about what needs to be done to
complete a work package. In addition to the words being
spoken, if the project manager wants to know what is going
on, she should pay MOST attention to:

A. What is being said and when.

B. What is being said, who is saying it, and the time of day.

C. Physical mannerisms and when during the schedule this discussion is

taking place.

D. The pitch and tone of the voices, and physical mannerisms.

44
Questions
7. Two people are arguing about what needs to be done to
complete a work package. In addition to the words being
spoken, if the project manager wants to know what is going
on, she should pay MOST attention to:

A. What is being said and when.

B. What is being said, who is saying it, and the time of day.

C. Physical mannerisms and when during the schedule this discussion is

taking place.

D. The pitch and tone of the voices, and physical mannerisms.

Answer : D
45
Questions
8. You have just been assigned as project manager for a
large manufacturing project. This one-year project is about
halfway done. It involves 5 different sellers and 20 members
of your company on the project team. You want to quickly
review where the project now stands. Which of the
following reports would be the MOST helpful in finding such
information?

A. Work status
B. Progress
C. Forecast
D. Communications

46
Questions
8. You have just been assigned as project manager for a
large manufacturing project. This one-year project is about
halfway done. It involves 5 different sellers and 20 members
of your company on the project team. You want to quickly
review where the project now stands. Which of the
following reports would be the MOST helpful in finding such
information?

A. Work status
B. Progress
C. Forecast
D. Communications

Answer : B look at the word quick

The status report is too detailed for a quick look
The progress report summarizes project status 47
Questions
9. A team member is visiting the manufacturing plant of one
of the suppliers. Which of the following is the MOST
important thing to be done in any telephone calls the project
manager might make to the team member?

A. Ask the team member to repeat back what the project

manager says.

B. Review the list of contact information for all stakeholders.

C. Ask the team member to look for change requests.

D. Review the upcoming meeting schedule.

48
Questions
9. A team member is visiting the manufacturing plant of one
of the suppliers. Which of the following is the MOST
important thing to be done in any telephone calls the project
manager might make to the team member?

A. Ask the team member to repeat back what the project

manager says.

B. Review the list of contact information for all stakeholders.

C. Ask the team member to look for change requests.

D. Review the upcoming meeting schedule.

Answer : A
49
Questions
10. If a project manager wants to report on the actual project
results versus planned results, she should use a:

A. Trend report.

B. Forecasting report.

C. Status report.

D. Variance report.

50
Questions
10. If a project manager wants to report on the actual project
results versus planned results, she should use a:

A. Trend report.

B. Forecasting report.

C. Status report.

D. Variance report.

Answer : D

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