Chapter 10 Communications Management

Communications Management Contents 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 m 10-2 Importance of communications on a project Communications Management processes Plan Communications Management Manage Communications Control Communications Communication Models Communication Methods Communication Technology

Communications Management Learning Objectives 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 m 10-3 By the end of this chapter, you should be able to: Explain the importance of communications on a project Name the Communications Management processes Explain the purpose of and activities involved in each process Describe various communication tool, techniques, and methods

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.

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% 0% 2.4% 0%

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.

Meetings FaxTelephone Face to face 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 m 10-8 Communication Management Processes ProcessProcess Group Plan Communications Management Planning Manage CommunicationsExecuting Control CommunicationsMonitoring and Controlling Note to Kamran: Please animate so that each row is highlighted as it’s being mentioned in the narration?

Review Quiz Which one of the following is not one of the Communications Management processes? A.Manage Communications B.Identify Stakeholders C.Plan Communications Management D.Control 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 m 10-9

Plan Communications Management Project needs Communication with… Management Project Managers Team Team Member’s Managers Other Project Managers Other Stakeholders

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

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 m Skills for Effective Communication Some important skills a project manager must develop for effective communication are: Active listening Providing positive reinforcement Questioning ideas to gain clarification Negotiating Conflict resolution Persuasion

Communications Planning 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)

Source: Information Technology Project Management, 4 th Edition The Impact of the Number of People on Communications Channels

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 m Communication Blockers What can disrupt effective communication? Noise Distance Improper encoding of messages Saying that something is a bad idea Language Culture

Review Quiz The majority of communication can be described as: A.Verbal B.Necessary C.Non-verbal D.Effective 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 m 10-17

Review Quiz You are on an introductory between your project team and new client personnel based in China. While discussing requirements, you say that implementing the project will be a “piece of cake.” This is an example of: A.Motivation B.Communication blocker C.Gaining confidence of the client D.Good 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 m 10-18

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 m There are several communication methods can be employed in the exchange of information on a project: Interactive communication – between 2 or more people in a multi-directional exchange Push communication – sent to specific individuals who require the information Pull communication – recipients access the information on their own Perform exercise from Rita’s page 355, 356 Communication Methods

Review Quiz Which one of the following is not a communication method? A.Interactive B.Fast-paced C.Push D.Pull 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 m 10-20

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 m The communication methods can be further broken down into the type of communication and the circumstances in which each type would be used 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 CommunicationWhen Used Formal written Complex problems, project management plans, project charter, memos, communicating over long distances Formal verbalPresentation, speeches Informal written , handwritten notes Informal verbalMeetings, conversations Perform exercise from Rita’s page 355, 356 Communication Methods Reference might need to be updated

Communications Management Plan Output of Plan Communications Management Describes how project communications will be planned, managed, monitored, and controlled. Includes such information as stakeholder communication requirements, methods to be employed for the communication, frequency of distributions, etc. 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 m 10-22

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 m Manage Communications Creation, collection, and distribution of project information according to Communications Management Plan Enables effective flow of communication between project stakeholders Ensures that communication being conducted has been received and understood

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 m Manage Communications Tools and Techniques The same tools and techniques employed in Communications Management Planning are used in Manage Communications Information Management Systems – includes hard copy documents, electronic communications ( , fax, etc.), and electronic project management tools Performance Reporting – collection and distribution of project performance, such as status reports.

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 m Control Communications Monitoring and Controlling communications Output is Work Performance Information and change requests May trigger Plan Communications Management or Manage Communications activities

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

Chapter Summary 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 m Facts about communications on a project: a. Greatest threat to many projects is poor communication b. 1 out of 4 projects fail due to poor communication c. 90% of project manager’s time is spent communicating 2.Communications Management processes Plan Communications Management Manage Communications Control Communications

Chapter Summary 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 m Plan Communications Management Communications Requirements Analysis Communication Technology Communication Models Communication Methods 4. Manage Communications Communications Technology Communication Models Communication Methods 5. Control Communications

End of Chapter Quiz 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 m Question 1: 90% of the project manager’s time is spent: A.Managing B.Directing C.Communicating D.Planning

End of Chapter Quiz 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 m Question 2: The Communications Management Plan is an output of which process? A.Plan Communications B.Manage Stakeholders C.Plan Communications Management D.Manage Communications

End of Chapter Quiz 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 m Question 3: The project team has grown from 7 to 9 people. How many more channels of communication are there? A.21 B.65 C.15 D.Cannot be determined

End of Chapter Quiz 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 m Question 4: The project manager has just sent out an providing an update on the project. This is an example of: A.Poor communication B.Stakeholder Management C.Manage Communications D.Push communication

End of Chapter Quiz 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 m Question 5: The project team members download project documents that were placed on a network drive by the project manager. This is an example of: A.Pull communication B.Push communication C.Interactive communication D.Control Communications