LECTURE 2:

HUMAN MANAGEMENT IN BQS 610: PROJECT

MANAGEMENT II
PROJECT & CONSTRUCTION
MANAGEMENT:
COMMUNICATION

Lecturer: Professor Sr. Dr. Fadzil Hassan

padzil037@uitm.edu.my

Centre Of Studied For Quantity SurveyingFaculty Of Architecture,

Planning & Surveying (FSPU), UiTM Shah Alam
Module Learning
Objectives:
At the end of the lecture students should be
able to:
▪ Define communication
▪ Differentiate the different types of
communication
▪ Identify and explain the different types of
communication applied in project
management
▪ Explain the major barriers to communication
▪ Describe the features of effective
communication
THE MANAGEMENT
PROCESS
Conception of what Managers do or are
expected to do today (current literatures):
• Planning
• Organising Technical
Skills
• Controlling
• Communicating
• Leading
Human /
• Recruiting
People Skills
• Motivating
Communication
What is communication?
• It is the process of exchanging information, thoughts,
ideas, feelings and emotions
• Through speech, writing, signals and behavior.

Why communication?

• The process of communication is what allows us to interact

with other people

• Without communication, we would be unable to share

knowledge or experiences with anything outside of ourselves.

• Common forms of communication include speaking, writing,

gestures, touch and broadcasting.
Wikipedia
Communication
within Organisations
• Getting the right information to the
right people at the right time is critical

• Shaped by the organization structure

• Failure in communication - the

consequence can be catastrophic
/chaos

• Formal & informal communication

• Grapevine
 Organisational
Communication
• Communication that takes place within organisations:

• Types: Emails, letters, fax, phone calls, meetings,

teleconferencing, skype, video presentations, lectures,
seminars

• Purpose – to get the job done

• Required to plan, organise, monitor & control, lead,

motivate, delegate, etc.
 The more sophisticated the
communication medium, the
more communication problems
are encountered

Communication
Facts
Is this a technical problem?

Is people not getting the right

information?
Why?
 Different people interpret the same exact
information differently!

Communication
Facts People can be deceptive in their
information

What you say is less important than how

you say it

The reality….
 Typical Project Management Activities (Traditional Procurement System)
Pre-Contract/Design Stage Construction

INCEPTION/CONEPTUAL DESIGN DEVELOPMENT TENDERING CONSTRUCTION HANDOVER

STAGE STAGE STAGE STAGE STAGE

(Construction Testing &

Need Statement /
Tender Site Commissioning
Feasibility
Study / Cost Documentation Management)
Project Detail Specifications
Construction
Benefit Analysis
Planning Design Time
(Objectives)
Project Handover

Project
Cost (Certificate of
Compliance &
Quality Completion, CCC)

Management Appoint Tendering

Health & Safety

Consultant
(CPM)
Conceptual *Value Environment
Design Detail Cost management/
Estimate Elemental Defects Liability
Cost Analysis Period (DLP)
Management

Site Tender
Investigation Evaluation Project
Budget & Monitoring
Preliminary *Operations &
Cost Estimates Maintenance
Planning

Procurement Authorities
Strategy Approval/ Tender Award
Planning Contract
Permission Administration
Close Out/Final
(Development Account
Order, DO) Note:
*May not be applicable for in projects
Operations & Maintenance stage is not included in this diagram
 Typical Project Management Activities (Design & Build
Procurement System)
Client Contractor (Building Team)

INCEPTION/CONEPTUAL TENDERING DESIGN DEVELOPMENT & CONSTRUCTION HANDOVER

STAGE STAGE STAGE STAGE

Need Statement Project Testing &

*Pre-Qualification Detail Design, Specifications & Value Engineering
/ Feasibility Planning Commissioning
Study / Cost (Project
Benefit Objectives)
Analysis

Tendering
Authorities Approval
Project Handover
(Certificate of
Construction
Consultant
Conceptual
Design
Compliance &
Completion, CCC) Project
Management
Appointment Construction
Tender Evaluation

Site
Schematic
Design
Project Monitoring
Defects Liability
Period (DLP)
(CPM)
Investigation Management
*Value
Management
Project
Budgeting
Preliminary *Operations &
Contract Administration Maintenance
Procurement Estimate/
Tender Award Planning
Strategy Cost Planning

Close Out/Final
Tender Account
Note:
Documentation
*May not be applicable for in projects
Operations & Maintenance stage is not included in this diagram
Communication & Project Success/Failure
(1)* (2)*
Design Construction • Time
• Cost
• Contract Sum
• Claims & Payments
• Quality • Variations
• Health & Safety • Extension of Time
Detail • Environment • Determination
Schematic Design Design & Specifications • Completion
Construction • Etc.
Management (1)
Elemental Cost analysis
Contract Administration (2)
Authorities Approval

Detail Cost Estimate/Pre-tender Estimate Project Monitoring

Project
Start Success or
Conceptual Design Budget Allocation Failure
Preliminary Estimate Site Investigation Tender
Testing &
Award
Commissioning
Clients’ Brief Consultant Appointment Tender
Evaluation DLP Management Hand Over
Planning Cost Planning Tender
Exercise Tender
Feasibility Study Documentation Final Account

Inception Tendering Close Out

 Construction Management
Recruitment and dismissal,
inter-site liaison & transfer,
supervision, direction &
motivation, weekly &
monthly records, approve
Take-off, schedule & Visiting consultants, Schedules & requisitions, Assist tendering and selection process,
requisition, Supplier site/trade foreman, supplier liaison & issue information/variations, co-
liaison, weekly records, trainees, site correspondence, weekly hire ordination & liaison of works, meeting,
site use, stock checks, supervisors records & time sheets, site progress monitoring, administer
storage of materials use & control, maintenance quotations, claims and payments, site

T
wages measurements etc.

LABOUR MATERIALS

C O N STAFF PLANT SUB-CONTRACTORS

R A T I
N T R A RESOURCES
PUBLIC, LOCAL
SURVEY WORKS

ADMINISTRATION
O
C NI
SUNDRY
S
ACTIVITIES
T CONSTRUCTION THIRD PARTIES
AUTHORITIES, POLICE
ETC.

CONTRACTOR

I
MANAGEMENT

M
PRELIMINARIES/PRE- CLIENT, CLERK-OF WORKS
CONSTRUCTION & DESIGN TEAM

A D RESPONSIBLE FOR
(PROJECT OBJECTIVES)

HEALTH & SAFETY TIME QUALITY COST (CASH FLOW) ENVIRONMENT

Risk assessment, site safety
audits, health & safety
equipments, health &
safety records/audits,
health & safety
administration
Long, medium, short term Prepare & check snag list, Appraisals, weekly & Long/medium/short term programmes,
programmes, monitoring & supervision, recording of tests, monthly cost control, monitoring & recording progress,
recording progress, schedules for record performance, and quality assist valuation, claims schedules for information requirements,
information requirements, administration. & payments planning & progress meetings
planning & progress meetings
 Project Success?

(1)* (2)*
Design Construction • Time
• Cost
• Contract Sum
• Claims & Payments
• Quality • Variations
• Health & Safety • Extension of Time
Detail • Environment • Determination
Schematic Design Design & Specifications • Completion
Construction • Etc.
Management (1)
Elemental Cost analysis
Contract Administration (2)
Authorities Approval

Detail Cost Estimate/Pre-tender Estimate Project Monitoring

Project
Start Success or
Conceptual Design Budget Allocation Failure
Preliminary Estimate Site Investigation Tender
Testing &
Award
Commissioning
Clients’ Brief Consultant Appointment Tender
Evaluation DLP Management Hand Over
Planning Cost Planning Tender
Exercise Tender
Feasibility Study Documentation Final Account

Inception Tendering Close Out

Project
Communication
Project Communication
Specifications, Bills of Minutes of Meetings, Face to Face
Indirect
Quantities, Drawings, Memo, Reports, talk, meetings,
Messages
Contracts Circulars Conference

Memos, letters,
Electronic mails Telephone SMS, WhatsApp
notes

15
 Chain Network Wheel Network

Communication
Networks in
Circle Network Groups and All Channel Network
Teams
One-way And Two-way Communication
One-way Communication:
• Information flows only in one
direction –from the sender to
the receiver with no feedback
• A much common way of
communication because it is
faster and easier for the
sender and there is no trouble
from disagreement.
• There may be mistakes in
transmission of information.
Two-way Communication:
• A process in which
information flows in two-
directions –the receiver
provides feedback and the
sender receptive to the
feedback.
• It is more accurate and fewer
mistakes in transmission.
• But it is time-consuming and
more difficult for the sender.
Communication
Medium &
Effectiveness
Information
Richness of
Communication
Media
Verbal Communication
TONE OF VOICE
how we use what
we choose (38%)
Source: The study of the
relative importance of verbal
and nonverbal messages by
Prof. Albert Mehrabian of
UCLA.)
WORDS what
we use (7%)
BODY LANGUAGE
elements that convey
messages - we may or
may not be aware of our
body language (55%)
Communication Medium & Features
Verbal:
▪ Advantages: Timely exchange of information; Rapid feedback; Immediate
synthesis of message; Timely closure

▪ Disadvantages: technical jargon especially in complex projects may make

verbal communication difficult for non-technical people and other
stakeholders.
Non-verbal:
▪ Encoding a message without using words. Usually done through body
language.

▪ Managers may combine vocal and nonverbal factors but must be careful that
the two do not present contradictory messages
Listening Skill
Repeat
Steps towards emphatic listening skill: Key words

Write
Down
4
Listen with
Eyes
3
Eliminate
distractions
2
1
Communication Media
▪ Messages can be revised several times.
Written ▪ The sender can not receive immediate feedback.
Writtencommunication
communication

▪ Face-to-face discussions, telephone conservations, formal presentations

and speeches
▪ Advantages: Questions can be asked and answered directly; feedback is
immediate; and the sender’s attitude can be sensed.
Oral
Oralcommunication
communication ▪ Disadvantages: few permanent records

• Communication through electronic media

• Examples as mobile phone, paging devises, lap top computers,
E-mail, fax machines, and electronic notice boards
Electronic • Internet medium: emails, SMS, face book, tweeter – need to consider
communication multi-generational variables
• Messages can be delivered instantly, over long distances, and to a large
number of people.
• But not all people have can access to the media.
 • Words
• Tone
What you see • Gestures
• Body Language

The Challenge in
Communication ▪ Beliefs
▪ Values
▪ Biases
▪ Prejudices
▪ Experiences
▪ Fears
▪ Dreams
▪ Feelings
Why Communication can be
ineffective
Resistance to Perception
criticism Selective perception
Omission/secretion and bias

Causes
Listening problem
Non-verbal obliterates verbal

X
Information overload Distrust/lying
Wrong timing Lack of feedback
Communication Best Practice
Ensure communication is complete
and understood by the receiver -
FEEDBACK

Listening Choice of
Effectively Place &
Time
Convey news of Consult widely and
value to the encourage
receiver where participation in
possible. communication

Body Choice of
language Language

Clarify the purpose of Avoid unnecessary

the message technical jargon
Exercise Questions
Ir Ahmad have been appointed as the Project Manager Leader by to lead the
project team in the development of the RM 170 million FSPU Complex Building II
at Puncak Alam,

QI. Suggest to Ir. Ahmad the communication types and medium that he need to
apply when managing the project through the Inception, Design
Development, Tendering, Construction and Handover stages of the project.

Q2. Identify the project situations when the following types of communication
would me most appropriate to be applied:
a. Site meeting
b. Consultant meeting
c. Design Development
d. Construction supervision

Q3. Contrast the advantages and disadvantages of the following communication

medium:
a. Electronic communication
b. Written communication
c. Social media
d. Google Meet

•
Thank You