PROJECT HUMAN

RESOURCE & COMMUNICATION

MANAGEMENT
SEMESTER 1 – WEEK 12
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Knowledge Area: Introduction
Project Communications Management (PCM) includes
the processes necessary to ensure that the information
needs of the project and its stakeholders are met through
development of artifacts and implementation of activities
designed to achieve effective information exchange

Two Parts of PCM:

❖ Developing a strategy to ensure communication is
effective for stakeholders
❖ carryingout the activities necessary to implement the
communication strategy
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➢ Communication is the exchange of information (intended or
involuntary)
➢ The information exchanged can be in the form of ideas, instructions,
or emotions

The mechanisms by which information is exchanged can be in:

❑ Written Form. Either physical or electronic.
❑ Spoken. Either face-to-face or remote.
❑ Formal or Informal (as in formal papers or social media)
❑ Through Gestures. Tone of voice and facial expressions.
❑ Through Media. Pictures, actions, or even just the choice of words.
❑ Choice of Words. There is often more than one word to express an
idea; there can be subtle differences in the meaning of each of
these words and phrases.
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Plan Communications Management: Process Structure
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Plan Communications Management: Tools & Techniques
1. Expert Judgment:
While Planning Communications for a project, expert opinion
can be taken from individuals having specialized knowledge in
the following areas:
✓ Politics and power structures in the organization
✓ Environment & culture of the organization
✓ Environment & culture of customer organizations
✓ Organizational change management approach and
practices
✓ Industry or type of project deliverables
✓ Organizational communications technologies
✓ Organizational policies and procedures regarding security
✓ Stakeholders: including customers or sponsors
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2. Communications Requirements Analysis:
❑ Analysis on communication requirements is done to understand
the communication/information needs of different project
stakeholders
Sources of Information of these Requirements:
➢ Information about the stakeholders (Stakeholder Register)
➢ Communication requirements (Stakeholder Engagement Plan)
➢ Number of potential communication channels (i.e., including
one-to-one, one-to-many, and many-to-many communications)
➢ Organizational chart
➢ Internal information needs (e.g., when communicating within
organizations)
➢ External information needs (e.g., when communicating with the
media, public, or contractors)
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3. Communication Technology:
The method used to transfer information among project
stakeholders Common methods:
a) Conversations b) Meetings c) Written Documents
d) Social Media e) Websites

Factors Affecting the Selection Criteria:

➢ Urgency of the Need of Information
➢ Availability and Reliability of Technology
➢ Ease of Use
➢ Project Environment (interaction on Face-to-Face basis versus
virtual set-up)
➢ Sensitivity and confidentiality of information
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4. Communication Models:
A – Basic Communication Model
Describes communication as a process and consists of two parties only:
I) Sender II) Receiver
This model is concerned with ensuring that the message is delivered,
rather than understood
Components:
1. Encoding (Message is coded into text, sound, symbol by the sender)
2. Transmission (Message is transfer from sender to receiver via
communication channel. Maybe compromised by noise)
3. Decoding (Once the message is received, now decoded by the
receiver)
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4 - Communication Models:
B – Interactive Communication Model
Describes communication as a process and consists of two
parties:
I) Sender II) Receiver
But, unlike the basic model, this model recognizes the need to
ensure that the message has been understood

1. Acknowledge (Acknowledgement that the message

received by the receiver, but it does not guarantee that the
message is comprehended)
2. Feedback/Response (Message is decoded and understood
by the receiver. Now the receiver is encoding a new
message in response to the earlier one received)
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5. Communication Methods:
A – Interactive Communication
o Multidirectional exchange of information in real time (Meetings,
phone calls, instant messaging, some forms of social media, and
videoconferencing)
B – Push Communication
o Sent or distributed directly to specific recipients.
o Does not ensure that it actually reached or was understood by
the intended audience (Letters, memos, reports, emails, faxes
and press releases)
C – Pull Communication
o Requires the recipients to access content at their own discretion
subject to security procedures (Web portals, e-learning, lessons
learned databases, or knowledge repositories)
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6. Interpersonal & Team Skills:
A – Communication Style Assessment
This technique is used to:
1. Assess communication styles prevalent in the performing
organization
2. Identify the preferred communication method, format, and
content for communication activities.
Used When?
✓ Dealing with unsupportive stakeholders
✓ While performing this tool, you may also have a look at a
Stakeholder Engagement Assessment (Section 13 of PMBOK
6th Edition) to identify gaps in
stakeholder engagement that require additional tailored
communication activities and artifacts
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6. Interpersonal & Team Skills:
B – Political Awareness
Political awareness concerns the recognition of power relationships,
both formal and informal, and also the willingness to operate within
these structures.
C – Cultural Awareness
An understanding of the differences between individuals, groups,
and organizations and adapting the project’s communication
strategy in the context of these differences.
Minimizes misunderstandings and miscommunication that may result
from cultural differences within the project’s stakeholder community.
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7. Data Representation: SEAM
A Stakeholder Engagement Assessment Matrix (SEAM) shows the
comparison between the current engagement levels of
stakeholders and the desired engagement levels required for
successful project delivery.
Classification of Stakeholder Engagement Level:
Unaware: Unaware of the project and potential impacts.
Resistant: Aware but resistant to any changes that may occur as a
result of the work or outcomes of the project. These stakeholders
will be unsupportive of the work or outcomes of the project.
Neutral: Aware but neither supportive nor unsupportive.
Supportive: Aware and supportive of the work and its outcomes.
Leading: Aware and actively engaged in ensuring that the project is
a success.
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Stakeholder Engagement Assessment Matrix (SEAM): Structure

Role as a Tool in this process?

SEAM displays gaps between current (C) and desired (D) engagement
levels of individual stakeholders. Here in this process, it can be further
analyzed to identify additional communication requirements
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8. Meetings
Project meetings can include:
A. Virtual (e-meetings)
B. Face-to-Face meetings
Can be supported with document collaboration technologies,
including email messages and project websites
Role as a Tool in this process?
The Plan Communications Management process requires discussion
with the project team to:
A. Determine the most appropriate way to update and
communicate project information
B. Respond to requests from various stakeholders for information
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Manage Communications: Process Structure
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Manage Communications: Tools & Techniques
1. Communication Technology:

Factors that influence the use of technology include:

❑ Whether the team is co-located or not
❑ The confidentiality of any information that needs to be shared
❑ Resources available to the team members
❑ How the organization’s culture influences the way in which
meetings and discussions are normally conducted

2. Communication Methods:
The choice of communication methods should be flexibility
Why? The membership of the stakeholder community changes or their
needs and expectations change
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3. Communication Skills:
A – Communication Competence
A combination of tailored communication skills that considers
factors such as:
❑ Clarity of purpose in key messages
❑ Effective relationship management
❑ Effective information sharing
❑ Effective leadership behaviors.

B – Feedback
Supports interactive communication between the project
manager, team and all other project stakeholders (coaching,
mentoring, and negotiating)
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3. Communication Skills:
C – Non Verbal Communication
The team members should be aware of how they are expressing
themselves both through what they say and what they don’t say

D – Presentation
Clear and effective presentation of project information to the stakeholders
is critical.

The Content and delivery of the presentation should take the following into
account:
◼ The audience, their expectations, and needs
◼ The needs and objectives of the project and project team
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4. Project Management Information System (PMIS):
PMIS can ensure that stakeholders can easily retrieve the
information they need in a timely way

A – Electronic Project Management Tools: Project management

software, meeting and virtual office support software, web
interfaces, specialized project portals and dashboards, and
collaborative work management tools.
B – Electronic Communications Management: Email, fax, and
voice mail, audio, video and web conferencing; and websites
and web publishing.
C – Social Media Management: Websites/blogs and applications,
which offer the opportunity to engage with stakeholders and form
online communities.
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6. Interpersonal & Team Skills:

a. Active listening
b. Conflict management
c. Cultural awareness
d. Political awareness
e. Networking

7. Meetings:
Meetings support the actions defined in the communication
strategy and communications plan
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Manage Communications: Process Structure