Chapter 10 Communications Management PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-1

Why Communication is Important! The greatest threat to many projects is a failure to communicate Research shows that effective communication is a core element in a projects success. It is not one sided. 1 out of 4 projects fail due to poor communications. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-2

Top reasons why projects fail Poor Communication Insufficient resource planning Unrealistic schedules Poor project requirements Lack of stakeholders buy-in Undefined success/closure criteria Unrealistic budgets Insufficient or no risk planning Lack of control/change process Survey Results 28.0% 2% 1.2% 0% 3.7% 2.4% PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-3

ONLY WAY to solve project problems is by communicating…….. There is no other way………….. Communication provides critical links among people, ideas and information that are necessary for success. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-4

Inov8Solutions Inc – Quality Educational Services For Professionals Meetings Fax Telephone Face to face email 90% of the Project Manager’s time is spent communicating PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-5

10.1 Identify Stakeholders 10.3 Distribute Information Project Communications Management Processes 10.1 Identify Stakeholders Project Communications Management includes the process required to ensure timely and appropriate generation, collection, dissemination, storage, and ultimate disposition of project information. 10.2 Plan Communications 10.3 Distribute Information 10.4 Manage Stakeholders Expectations 10.5 Report Performance

Identify Stakeholders Stakeholders Analysis Identify all the stakeholders. Analyze each stakeholder’s potential impact or influence and identify ways to managed those impacts effectively. Analysis may include What information needs to be collected and when Who will receive the information Methods used to gather and store information Limits, if any, or who may give directions and to whom Reporting relationships Listing of contact information for all stakeholders Schedule for distribution of each type of communication. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-7

Inov8Solutions Inc – Quality Educational Services For Professionals Stakeholder Register All the information about stakeholders is compiled into a stakeholder register . A stakeholder register can be as simple as the one shown below. Name Department/Company Role Expectations Influence/ Interest/ Involvement Impact / Importance / Power Stakeholder Category PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-8

Stakeholder Management Strategy Why would one need a stakeholder management strategy? There could be many stakeholders identified during stakeholder identification process Which would take a lot of time to manage them Lets discuss stakeholder management strategy exercise from Rita’s book, page 351 PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-9

Inov8Solutions Inc – Quality Educational Services For Professionals Plan Communications Project needs Communication with… Management Project Managers Team Team Member’s Managers Other Project Managers Other Stakeholders PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-10

Communications occur internally and externally to the core project team, vertically (up and down the levels of the organization), and horizontally (among peers). Customer, Sponsor, Functional Manager, and Team members Other Project Managers The Project Other Projects Other Stakeholders

Communications Planning Every project should include some type of communications management plan, a document that guides project communications Communications planning involves communication requirements analysis, Communication technology, Communication models and Communication methods. Which means who needs what information, when they will need it, how it will be given to them and by whom. Communications Requirements Analysis: The analysis of the communication requirements determines the information needs of the project stakeholders. Project manager should also consider the number of potential communication channels or paths as an indicator of the complexity of the project’s communications. Communication channels grow exponentially Formula to calculate communication channels is (n(n-1))/2 (Where n represents the number of people) PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-12

Inov8Solutions Inc – Quality Educational Services For Professionals The Impact of the Number of People on Communications Channels Source: Information Technology Project Management, 4th Edition PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-13

Inov8Solutions Inc – Quality Educational Services For Professionals Communication Models Effective Communication Nonverbal (About 55 percent of the communication is nonverbal….i.e. based on physical mannerism) Para lingual (Pitch and tone of the voice) Feedback (Sender asks for the confirmation of the information delivered) Effective Listening Feedback Active Listening Para Lingual PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-14

Inov8Solutions Inc – Quality Educational Services For Professionals Communication Methods Communications can be expressed in different ways….formally or informally, written or verbal. The decision of which type to use needs to be made for each instance of communication. Type of Communication When Used Formal written Complex problems, project management plans, project charter, memos, communicating over long distances Formal verbal Presentation, speeches Informal written E-mail, handwritten notes Informal verbal Meetings, conversations Perform exercise from Rita’s page 355, 356 PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-15

Inov8Solutions Inc – Quality Educational Services For Professionals Distribute Information Implementing the communications management plan by distributing information to project stakeholders through reports, presentation and formal and informal communication. Information Distribution Skills: Sender is responsible for making the information clear, unambiguous, and complete, so that the receiver can receive it correctly, and for confirming that it is properly understood. Receiver is responsible for making sure that the information is received in its entirety and understood correctly. Communication Blockers: What can get in the way of communication Noise Distance Improper encoding of messages Saying that it is a bad idea Language Culture PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-16

Manage Stakeholders Expectations Manage stakeholders expectations is the process of communicating and working with stakeholders to meet their needs and addressing issues as they occur. The project manager is responsible for stakeholder expectations management. Actively managing stakeholder expectations decreases the risk that the project will fail to meet its goals and objectives due to unresolved stakeholder issues, and limits disruptions during the project. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-17

Inov8Solutions Inc – Quality Educational Services For Professionals Report Performance Performance reporting is the process of collecting and distributing information, including status reports, progress measurements, and forecast. Process includes: Status Reporting : describing where the project now stands Progress Reporting : describing what the project team has accomplished. Trend Report: examining project results over time to see if performance is improving or deteriorating. Forecasting : predicting future project status and performance. Variance Report : comparing actual results to planned. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-18

Exam Tips for the Communications Management Chapter Know the Communications Management Process and input/output of each process Know how to calculate the communication channels Know the basic communication methods, models and tools Know communication blockers PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-19

Questions