1. Chapter 10 Communications Management
Continuing with the project management processes, we are now going to cover Communication management.
Communication management is the process that describes the communication needs and expectations for the project, how and in what format information will be communicated; when and where communication will be made and who is responsible for providing each type of communication. In simple, communication management is about keeping every body in the loop.
A communication plan, like the project plan, is a necessary component of a project. It's been said that communication is the lifeblood of projects. The purpose of the communications management plan is to define the communication requirements for the project and how information will be distributed to ensure project success of the project.

2. Communications Management Contents
Importance of communications on a project
Communications Management processes
Plan Communications Management
Manage Communications
Control Communications
Communication Models
Communication Methods
Communication Technology
In this chapter we will discuss on:
Communication management process including:
Plan Communications Management
Manage Communications
Control Communications
Communication models
Communication methods and
Communication technologies
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3. Communications Management Learning Objectives
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
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
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4. 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.
Communication is such a vital part of project management that it can ultimately determine the success or failure of the project. Ineffective or poor communication is frustrating for the project stakeholders, and becomes the one of the main sources of projects failure.  A good project manager needs to understand the various components of communication in a project and ensure each one is addressed to maximize the effectiveness of communication.
Effective communication is the demonstrated ability to convey a message successfully to the project stakeholders. Effective communication is not one sided. Effective communication combines a set of skills including nonverbal communication, attentive listening, the ability to manage stress in the moment, and the capacity to recognize and understand our own emotions and those of the person we are communicating with.

5. 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%
It is inevitable that projects fail. However they fail for reasons. If we know what the top reasons for project failure are then we are far more likely to be able to steer clear of them, so it is a good idea to find out what they are before it is too late.
Poor communication is the most common reason for projects failure. Effective communication among all of the parties involved in a project, along with thorough planning to ensure that everyone knows their role, is crucial.

6. 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.
As we already know by the time, communication is key to a successful project. However, there are a few critical things that need to be remembered. First, as Project Manager, it is our job to keep the stakeholders well informed. It is essential that our project staff know what is expected of them; what they have to do, when they have to do it, and what budget and time constraints and quality specification they are working towards.
Secondly, It is also our job to keep the reporting authority well informed of the project progress. The authority may include the executive and representatives from the User and the Supplier.
Any changes or risks can be assessed, project progress can be measured against the original business case and a project that is not fulfilling its purpose or matching the value of its investment can be called to a halt.
Finally, In order to keep the relevant people informed, we must have regular and complete access to all information about the project; customer needs, objectives, plan, constraints, changes, risks and progress.

7. Meetings Fax Telephone Face to face email 90% of the Project Manager’s
time is spent
communicating
The slide shows many ways for communication. Maintaining open, regular and accurate channels of communication with all levels of project staff and stakeholders is vital to ensuring the smooth flow of information. Successfully communicating risks and changes in advance can help enable early assessment and preparation. Depending on the project and situation, communication method can be via , meetings, face to face, fax or by phone.

8. Communication Management Processes
Note to Kamran: Please animate so that each row is highlighted as it’s being mentioned in the narration?
Process
Process Group
Plan Communications Management
Planning
Manage Communications
Executing
Control Communications
Monitoring and Controlling
Plan communications management is obviously a part of the planning process group in which an effective plan is devised for communications with the stakeholders. The plan is based on stakeholder’s requirements and available organizational assets. Many of the experts have identified that one of the main reason of project failure is the lack of communication management plan. So, we need to plan communication effectively and as early as possible. One point to note is that an effective communication means the information is provided at right format, at right time, to right person with right impact.
Manage communication a new process group developed in PMBOK 5th edition. We have talked about effective communication planning, now we will talk about effective communication flow. Manage communication is a process of creating, collecting, distributing, storing, and retrieving information to the communication management plan. It works in executing phase.
Control communication is a process of making sure an optimal information flow is maintained among all the participants at any moment. As usual like the other monitoring and controlling process group, control communication works throughout the project.
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9. Review Quiz
Which one of the following is not one of the Communications Management processes?
Manage Communications
Identify Stakeholders
Plan Communications Management
Control Communications
The correct answer is B.
Identify Stakeholders is not one of the Communications Management processes.
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10. Plan Communications Management
Project needs Communication with…
Management
Project Managers
Team
Team Member’s Managers
Other Project Managers
Other Stakeholders
A project manager needs to effectively communicate with the Stakeholders of the project including the:
Management
Project Managers
Team
Team Member’s Managers
Other Project Managers
Other Stakeholders
The method of communication can be in the form of , phone, face to face or any other way that is appropriate at that particular stage of the project. A project may require a periodic status call or a meeting to communicate or disseminate other pertinent information related to the project status to its stakeholders. However, the project manager may schedule any ad hoc meetings to address any pending or urgent issues.

11. Plan Communications Management
Class Group Activity – 30 Minutes
Divide Class into 3 groups (3 to 4 students in each group)
Discuss and brainstorm the inputs/outputs
Present your inputs/outputs to the rest of the teams
Check and compare your inputs/outputs with PMBOK® Guide 5th edition
No notes. Class Activity Slide.
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12. 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
As we know, communication involves interaction between individuals and groups of people. Communication is necessary for a project to operate in an effective manner. The communication looks at informal and formal communications, as well as types of internal and external communications. Communication can also be characterized as vertical or horizontal.
Vertical communication occurs between hierarchically positioned persons and can involve both downward and upward communication flows. Downward communication is more prevalent than upward communication. Downward communication is most effective if top managers communicate directly with immediate supervisors and immediate supervisors communicate with their staff.
Other Stakeholders

13. 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
A project manager needs to have effective communication skills. Project manager must play role of an active listeners to ensure that all the requirements for the project are captured accurately.
Project manager also play an important role on the project through:
Active listening
Providing positive reinforcement
Questioning ideas to gain clarification
Negotiating
Conflict resolution and;
Persuasion
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14. 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)
We already got some knowledge about plan communication. Let us make a summary.
Plan communication is a coordinated effort by all team members, from the project manager who is responsible for the overall message and how it is delivered, to individual team members who contribute to the process. Communications plan follows the basic questions of who will receive information, what information needs to be communicated, how will information be disseminated and how often, and finally who on the project team will be responsible for delivering the information.
Now we are moving to communication requirement analysis. Well, as the name clearly gives an idea, the analysis will generate the communication needs of the project stakeholders. For example, a communication requirement may specify the type of information and the format in which this information should be delivered. The analysis of this requirement will estimate the value of this communication requirement. So, one of the purposes of communication requirements analysis is to optimize the use of resources in communication. Now the concern is, what types of information we will need to analyze the communication requirements for the project? A) Relationships - Organizational and stakeholder responsibility relationships and organizational charts can be helpful to figure out some of this information. B) Groups - Different groups, departments involved in this project
C) Logistics - How many individuals and groups will be involved in the project and where they are located?
D) Information needs - Communication is performed to deliver or exchange some kind of information. So to plan communication effectively
E) Internal information needs; for example, communication across the performing organization and communication within the project team F) External information needs; for example, communicating with contractors, media, and the public
We can appreciate the complexity of communication by realizing that there are n(n-1)/2 possible communication channels among n stakeholders. So, if there are 10 stakeholders, the possible number of communication channels is 10×9/2=45.

15. The Impact of the Number of People on Communications Channels
The slide shows the impact of number of people on communication channels, we already learned the calculation. This is frequently a test question for certification.
Source:

16. Communication Models Effective Communication Effective Listening
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
Effective communication on projects is a challenging and ongoing process for project managers and stakeholders at all levels within an organization. Project managers experience the greatest challenge due to the nature of their position. They set up and regulate communications that support a project overall. People communicate in different ways, with the three major types being verbal, non verbal and Feedback.
Verbal communication entails the use of words in delivering the intended message. The two major forms of verbal communication include written and oral communication.
On the other hand, written communication includes traditional pen and paper letters and documents, typed electronic documents, s, text chats, SMS and anything else conveyed through written symbols such as language.
Verbal communication makes the process of communication easier and faster, and remains the most successful form of communication. Yet this makes up only seven percent of all human communication.
Non verbal communication entails communicating by sending and receiving wordless messages. They usually reinforce verbal communication, though it can also stand alone and convey messages on its own. For instance, a smile or a frown conveys distinct emotions hard to express through verbal communication. Research estimates that body language, including facial expressions, account for 55 percent of all communication.
Let’s get some idea on non verbal communications. The way something is said, rather than what is actually said, is an important component of non verbal communication. It includes voice quality, intonation, pitch, stress, emotion, tone, and style of speaking, and communicates approval, interest or the lack of it. Research estimates that tone of the voice accounts for 38 percent of all communications.
A third type of communication is feedback communication through feedback aids such as signs, typography, drawing, graphic design, illustration, color and other electronic resources.
Feedback communication such as graphs and charts usually reinforce written communication, and can in many case replace written communication altogether.
A good understanding of different types of communications and communication styles help you know and deal with people better, clear up misunderstandings and misconceptions, and contribute to the success of the enterprise.
Now, moving on to effective listening. Listening is a significant part of communication process. Communication cannot take place until and unless a message is heard and retained thoroughly and positively by the receivers/listeners. Effective listening requires both deliberate efforts and a keen mind. Effective listeners appreciate flow of new ideas and information. Effective listening promotes team relationships, encourages product delivery and innovation as well as helps project to deal with the diversity in employees and customers it serves. To improve your communication skills, we must learn to listen effectively, use Para Ligual communication and try to provide effective feedback..
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17. Communication Blockers
What can disrupt effective communication?
Noise
Distance
Improper encoding of messages
Saying that something is a bad idea
Language
Culture
There are a number of reasons for communication breakdown in a project including:
Noise
Distance
Improper encoding of messages
Saying that something is a bad idea
Language and;
Culture
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18. Review Quiz The majority of communication can be described as: Verbal
Necessary
Non-verbal
Effective
The correct answer is C.
55% of communication is non-verbal.

19. 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:
Motivation
Communication blocker
Gaining confidence of the client
Good communications
The correct answer is B.
This is an example of a communication blocker. The Chinese clients might not understand the meaning of this idiom.

20. Communication Methods
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
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
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21. Review Quiz Which one of the following is not a communication method?
Interactive
Fast-paced
Push
Pull
The correct answer is B.
Fast-paced is not one of the communications methods.
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22. Review Quiz
Your company has decided to start a newsletter that will go out to all employees. This would be an example of what kind of communication?
Verbal
Oral
Push
Pull
The correct answer is C.  This is an example of Push communication. 
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23. Review Quiz
Conducting a conference call with 20 people would be characterized as what kind of communication?
Long distance
Remote
Push
Interactive
The correct answer is D.  This is an example of Interactive communication.  
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24. Communication Methods
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 Communication
When Used
Formal written
Complex problems, project management plans, project charter,
memos, communicating over long distances
Formal verbal
Presentation, speeches
Informal written
, handwritten notes
Informal verbal
Meetings, conversations
The communication methods can be further broken down into types of communication and can be expressed in different ways. It is important to use the right method of communication according to the situation. There are times when a formal and written communication is necessary. This could be due to complex issues that need to be resolved related to the project plans, project charter, memos, communicating over long distances.
Formal verbal communication is more appropriate when a presentation or speech is delivered for important occasion such as the project completion or launch.
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25. Review Quiz
Imran bhai, Keep this as a place holder for a quiz. I will send
The correct answer is C.  This is an example of Push communication. 
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26. Review Quiz
Imran bhai, Keep this as a place holder for a quiz. I will send
The correct answer is C.  This is an example of Push communication. 
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27. Review Quiz
Imran bhai, Keep this as a place holder for a quiz. I will send 3 quizzes. So keep space for three quizes.
The correct answer is C.  This is an example of Push communication. 
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28. 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.
Communication Management Plan is an Output of the Plan Communication Management. It lists the details of the project communication manage will be planned, managed, monitored and controlled. Depending on the project this can be part of the Project Governance document.
Communication management Plan includes information about the project’s Stakeholders requirements on how, how often, and when they want the information to be passed along or distributed.
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29. 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
Manage communication is the Creation, collection, and distribution of project information according to Communications Management Plan. It is an important job of the project manager to manage all aspects of the project communications and enable effective flow of communication between project stakeholders. Project manager must also ensure that the information is not only distributed to the relevant parties, but it is also received and understood in the manner it was intended by the sender. Any failure on this can affect client expectations and overall perception of the project status.
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30. Manage Communications
Class Group Activity – 30 Minutes
Divide Class into 3 groups (3 to 4 students in each group)
Discuss and brainstorm the inputs/outputs
Present your inputs/outputs to the rest of the teams
Check and compare your inputs/outputs with PMBOK® Guide 5th edition
No notes. Class Activity Slide.
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31. 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.
The tools and techniques utilized by the project manager for managing communication flow to its stakeholders can encompass various Information systems. The tools are same as they were utilized in the communication management planning including hard copy documents, electronic communications ( , fax and others) and other cloud based project management tools for easier collaboration such as Google Docs or spreadsheets for disseminating important project information such as status reports, weekly project summary etc.
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32. Control Communications
Monitoring and Controlling communications
Output is Work Performance Information and change requests
May trigger Plan Communications Management or Manage Communications activities
Control Communications is the process of Monitoring and Controlling communications The output from this process is Work Performance Information and change requests. This may also trigger Plan Communications Management or Manage Communications activities
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33. Control Communications
Class Group Activity – 30 Minutes
Divide Class into 3 groups (3 to 4 students in each group)
Discuss and brainstorm the inputs/outputs
Present your inputs/outputs to the rest of the teams
Check and compare your inputs/outputs with PMBOK® Guide 5th edition
No notes. Class Activity Slide.
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34. 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
Please read mention exam tips for the communications management chapter.
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35. Chapter Summary 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
Communications Management processes
Plan Communications Management
Manage Communications
Control Communications
Here is a summary of the contents of this chapter:
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
Communications Management processes
Plan Communications Management
Manage Communications
Control Communications
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36. Chapter Summary 3. Plan Communications Management
Communications Requirements Analysis
Communication Technology
Communication Models
Communication Methods
4. Manage Communications
Communications Technology
5. Control Communications
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37. End of Chapter Quiz
Question 1: 90% of the project manager’s time is spent:
Managing
Directing
Communicating
Planning
The correct answer is C.
90% of the project manager’s time is spent communicating.
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38. End of Chapter Quiz
Question 2: The Communications Management Plan is an output of which process?
Plan Communications
Manage Stakeholders
Plan Communications Management
Manage Communications
The correct answer is C.
The Communications Management Plan is an output of Plan Communications Management.
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39. End of Chapter Quiz
Question 3: The project team has grown from 7 to 9 people. How many more channels of communication are there? 21 65 15
Cannot be determined
The correct answer is C.
With 7 people, the number of communication channels is 21. With 9 people, the number of communication channels is 36. Therefore, there are 15 more channels of communication.
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40. End of Chapter Quiz
Question 4: The project manager has just sent out an providing an update on the project. This is an example of:
Poor communication
Stakeholder Management
Manage Communications
Push communication
The correct answer is D.
This is an example of push communication.
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41. End of Chapter Quiz
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:
Pull communication
Push communication
Interactive communication
Control Communications
The correct answer is A.
This is an example of pull communication.
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