PMP 07 Communication Management
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Transcript of PMP 07 Communication Management
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Project Communication ManagementBased on PMBOK 5th Edition
Abdelrahman Sheta, PMP,ITIL
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What is Communications
10.1 Plan Communications Management
10.2 Manage Communications
Types of Communications
and Communications
Barriers
10.3 Control Communications
PMP - Project Communication Management
Agenda
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Why?
It consumes
90% of a
Project
Manager’s
time.
Communication is Important!
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Determining Stakeholder s’ information needs and defining communication approach: Who needs What When he/she needs it Who will deliver How will it be delivered (report, email,
verbal, … etc.)
Should be planned early and revised through the whole project life.
Improper communication planning will lead tosignificant problems
10.1 Plan Communication Management
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1. Project Management Plan
2. Stakeholder Register
3. Enterprise Environmental Factors:
Company’s culture, infrastructure,
market conditions etc.
4. Organizational Process Assets: Historical
records- lessons learned – templates-
guidelines & Procedures.
Plan Communications: Inputs
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1. Communication Requirements Analysis: Determine information needs of the project stakeholder. (Number of communications channels)
Plan Communication Mgmt.: T & T (1)
N(N-1)/2
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2. Communication Technology: affected by
The urgency of the need for the information
Expected Project staffing (experience, training, … etc.)
Availability of Technology
Ease of Use
Project environment
Sensitivity and confidentiality of information
PMP - Project Communication Management
Plan Communication Mgmt.: T & T (2)
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3. Communication Models.
Plan Communication Mgmt.: T & T (3)
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4. Communication Methods:
Interactive (meetings, phone calls, video
conferences, … etc.)
Push Communications (letters, memos,
reports, emails, faxes, … etc.)
Pull communications (Intranet, knowledge
repositories, … etc.)
5. Meetings
Plan Communications: T & T (4)
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1. Communications Management Plan:
Communications item: information for
distribution
Purpose: The reason of the distribution
Start/end dates.
Medium and formality
Responsibility: who will distribute the information
Escalation Procedures
Glossary of Terminology
2. Project Documents Updates.PMP - Project Communication Management
Plan Communications: Outputs
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One Purpose of the Communication Management planis to offer:A. Methods about how to gather, store and distribute
information.B. Measure the level of experience of each
team member.C. Organize the project and the relationships of
stakeholder responsibilities.D. Provide methods of releasing team members
afterthey are no longer needed.
Quiz
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QuizQ: The team has 5 team members as well as the project manager. How many communication channels?
D. 30
PMP - Project Communication Management
A. 10.
B. 15.
C. 6
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10.2 Manage Communication
Creating, collecting, distributing, storing, retrieving, and ultimate disposition of project information according to the communication management plan.
Effective information distribution incudes several techniques such as: Sender-receiver models (feedback, barriers, … etc.) Choice of media Writing style Meeting management techniques Presentation techniques Facilitation Techniques Listening Techniques
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1. Communication Management Plan.
2. Work Performance Reports
3. Enterprise Environmental Factors
4. Organizational Process Assets
Guidelines
Templates
Historical Information
Manage Communication: Inputs
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Manage Communication: T & T
PMP - Project Communication Management
1. Communication Technology
2. Communication Models
3. Communication Methods:
4. Information Management Systems
• Hard copies
• Electronic communication Management
• Electronic Project Management Tools
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1. Project Communication2. Project Management Plan Updates3. Project Document Updates4. Organizational Process Assets Updates;
Stakeholder Notifications Project Reports Project Presentations Project Records (correspondences, memos,
project notebooks). Feedback from stakeholders Lessons Learned Documentation
PMP - Project Communication Management
Manage Communication: Outputs
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Types of Communication
PMP - Project Communication Management
1. Non verbal Communication: 55% of conveying the message, composed of behavior & Physical Mannerisms.
2. Verbal Communication Formal (Presentations- Speeches) Informal (Meetings Conversations)
Importance of: Para-lingual: Pitch & Tone of Voice Active Listening Effective Listening: Watching physical
gestures of the speaker.
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3. Written
Formal : In project plan, charter, long distances
& complex problems.
Informal : Memos, emails, notes.
Communication skills allow information to flow:
Internally
Externally
Vertically (up and down hierarchies)
Horizontally (along peers)
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Take care if the question is asking you
what is the total number of channels or
what is the additional number of channels.
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Communication Barriers (1) Noise
Distance
Hostility
Language
Culture
Evaluative tendency
Improper Decoding
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Personality and interest
Position and status
Lack of responsive feedback
Withholding information
Mixed messages
Stereotyping
Communication Barriers (2)
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WHATEVER YOUR MESSAGE
is;Keep it clear and simple
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The most common negotiation problem that occurs during negotiation is:
A. Each side might misinterpret what the other side has said
B. Each side may give up on the other side
C. One side may try to confuse the other side
D. One side may be too busy thinking about what to say next to hear what is being said
Quiz
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• Monitoring and controlling
communication throughout the entire
project life cycle to ensure the
information needs of the project
stakeholders are met.
PMP - Project Communication Management
10.3 Control Communication
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1. Project Management Plan
2. Project Communications
3. Issue Log
4. Work Performance Data
5. Organizational Process Assets
Control Communication: Inputs
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1. Information Management Systems
2. Expert Judgment
3. Meetings
PMP - Project Communication Management
Control Communications: T & T
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1. Work Performance Information
2. Change Requests
3. Project Management Plan Updates
4. Project Document Updates
5. Organizational Process Assets Updates
PMP - Project Communication Management
Control Communications: Output
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Of the Various tools & Techniques on
Performance Reporting, which one integrates
scope, cost & schedule information as key
elements?
A. Trend Analysis
B. Variance Analysis
C. Earned Value Analysis
D. Schedule/ Cost Analysis
Quiz
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At the end of each project, the project team should
prepare a lessons learned summary that focuses on all
of the following except:
A. Sharing Best Practices with other teams in the
organization
B. Warning others of potential problems
C. Suggesting methods to mitigate risks effectively to
ensure success
D. Sharing only the positive aspects of the project for
future replication elsewhere in the organization
Quiz
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Extensive use of communication is most
likely in client communication
A. Verbal
B. Written
C. Formal
D. Nonverbal
Quiz
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The WBS can be an effective aid for
communication in which situation?
A. Internal within the project
B. Internal within the organization
C. External with the customer
D. Internal and external to the project
Quiz
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• The Most Likely results of Communication blockers
• is that:
A. The project is delayed
B. Trust level is enhanced
C. Conflict occurs
D. Senior management is displeased
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Quiz
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