1 Communication Kathy S. Schwaig

2 Objectives  To understand Project Communications Management  Meeting project communication needs  Uncovering the reasons for ineffectiveness  Matching communication styles and media  Gaining access for communication  Ensuring efficiency and confirming “appreciation”

3 Project Communications Management  Goal: to ensure timely and appropriate generation, collection, dissemination, storage, and disposition of project information.

4 Project Communications Process  Communications Planning –Determine the information and communication needs of stakeholders  Information Distribution –Involves making needed information available to project stakeholders in a timely manner  Performance Reporting –Collecting and disseminating performance information, including status reports, progress measurement, and forecasting  Administrative Closure –Generating, gathering, and disseminating information to formalize phase or project completion

5 1. Communications Planning (A Plan)  A description of a collection and filing structure for gathering and storing various types of information.  A distribution structure describing what information flows to whom, when, and how  Format for communicating key project information  A production schedule for producing the information.  Access methods for obtaining the information  Method for updating the communications management plans as the project progresses and develops  Stakeholder communications analysis

6 Sample Stakeholder Analysis StakeholdersDocument Name Document Format ContactDue Customer MGTMonthly Status Rpt Hard copyGail, TonyFirst of Month Customer Bus. Staff Monthly Status Rpt Hard copyJulie, JeffFirst of Month Customer Tech. Staff Monthly Status Rpt Evan, Nancy First of Month Internal MgtMonthly Status Rpt Hard copyBobFirst of Month Internal Bus. And Tech. Staff Monthly Status Rpt IntranetAngieFirst of Month Training Subcontractor Training PlanHard copyJohnNov 1, 2002 Software Subcontractor Software Implementation Plan BarbaraJune 1, 2002

7 2. Information Distribution  Getting project information to the right people at the right time and in a useful format.

8 Formal and Informal Methods  Formal Project Communication –Meetings –Status Reports –Change Orders –Conference Calls –Project Scope (or project map) –Control Reports –Test Results –Problem detections and notification –Problem Solving  Informal Project Communication?

9 3. Performance Reporting  Goal: Keep stakeholders informed about how resources are being used to achieve project objectives  Status Report: where a project stands at a specific point in time with respect to the triple constraint.  Progress Report: what the team has accomplished within a certain period of time  Project Forecasting: predicts future project status and progress based on past information and trends.

10 4. Administrative Closure  Project Archives: a complete set of organized project records that provide an accurate history of the project  Formal acceptance: documentation that the project’s sponsor or customer signs to show they have accepted the products of the project.  Lessons learned: reflective statement written by project manager and team members

11 Challenges to Communication: Nature of the Project Team  Project team members often come from diverse departments and are unfamiliar with each other  Projects are made up of highly specialized people who may prefer to interact only with those of their specialty  Project team members understand less about the intricate interdependencies of the tasks required than the project manager  Project managers are responsible for soliciting input from team members who are reluctant to communicate, and therefore project managers must be superior communicators themselves.

12 Project Manager’s Role:  Motivate team members to communicate regularly  Encourage or train team members to communicate well

13 Matching Communication Styles  Communication: information is exchanged between individuals through a common system –People tend to send out messages in the manner they take in information best –Some avoid certain media altogether even when doing so may create a problem for them

14 Readers  Advantages –Ability to explain complex ideas or numerical data and keep it available for referral –Documents provide a record for communication –Things in print seem to have enhanced credibility  Disadvantages –Without nonverbal cues, possibility exists for misunderstanding. Requires greater attention to word choice, grammar, and punctuation. –An error in print could be taken as fact and legally binding –Follow-up may be required to ensure communication

15 Listeners  Advantages –Quick feedback and response during real-time communication –Sender can adapt message if he/she perceives it is not being received correctly  Disadvantages –Risk of error, of “not hearing you right” or forgetting important facts –Most people are not efficient listeners and are influenced by biases in some way or another

16 Exchangers  Advantages –Both parties to the communication are actively involved –Feedback is automatic –Often many relevant issues emerge during exchange.  Disadvantages –Conversation may drift off-target unless sender is skillful in keeping on track –Process constantly, may step on ends of sentences of others –Must have some kind of exchange –Conversations often aren’t documented

17 Movers  Advantages –Think well “on their feet” or on the run, and process quickly and generate ideas rapidly –Get through to movers by joining them for a walk around the plant or communicating during some sort of physical activity.  Disadvantages –May not sit still at meetings, might get out of seat frequently, which distracts others. –Will not process as efficiently if required to sit still while information is being distributed; may pace or fidget when doing presentation, which will distract listeners.

18 Manipulators  Advantages –Generally easily comprehend an idea if allowed to manipulate equipment or to work through an operation rather than just watch. –When abstract concept is involved, an activity or object to reinforce concept will ensure successful communication.  Disadvantages –If they cannot physically be involved in the procedure in some way, they will not retain the ideas as well

19 Viewers  Advantages –Pictures can substitute for words or can enhance meaning for viewers –Might feel like your ideas “make more sense” if you have represented them graphically and another presenter has not.  Disadvantages –Difficult to accomplish goals with words with viewers. Viewers will likely assign more importance to drawings and charts than to words.

20 Meeting Channel Preferences ReadersListenersViewers  Memos  Phone  Movies  Letters  Conversation  Multimedia  Articles  Music  Charts  Proposals  Meetings  Graphs   Videoconferencing  Line Drawings  Photographs

21 Understanding the Communication Process

22 Communication Sender’s IdeaReceiver’s Idea

23 Elements of the Message Sent  Purpose –Motivation for the communication  Body Language –Nonverbal communication  Proxemics –The physical distance between people during an exchange  Inflection –Any change in loudness or pitch in a person’s voice

24 Elements Affecting the Message Received  Listening –hearing something with thoughtful attention  Bias –Inclination to think good or bad thoughts based on prior attitudes or experiences  Connotations –Value placed on certain words; implication  Appreciation –Understanding message sent and believing it has value and merit

25 Reasons for Ineffectiveness  Chasms –The physical distance between you and the person with whom you are communicating  Barriers –Anything that gets in the way of communication  Noise –Anything that muddles the message being communicated

26 Gaining Access for Communication  Clues to Accessibility  Electronic Access Alternatives  Personal Time Accessibility

27 Pager Cell Phone Calendar Need to Communicate Need to Control Need for Control versus Need to Communicate LowHigh Low High

28 Ensuring “Appreciation”  Common Experience  Communication Skill  Constructive Attitude –Reasonable, problem-solving approaches –Concern for mutual agreement, no one-sided dominant solutions –Constant pursuit of understanding –Acceptance of responsibility for success of communication  Interactive Processing

29 Ensuring “Appreciation”  Interactive Processing –Model excellent communication patterns themselves –Affirm superior communication skill in employees –Value clear, open communication (good news/bad news) –Persist in encouraging skill improvement through training or coaching –Remove as many communication barriers as possible –Provide person-to-person, electronic, and other formalize platforms to encourage frequent and candid communication –Provide ample opportunities for informal idea exchange to foster cooperation.