Session 7
Project CommunicationsManagement
2Project Quality Management
Agenda
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
3Project Quality Management
Goals
By the end of this session, you will be able to: Have an overview of Project Communications
Management; Have a deep understanding of Inputs, T&Ts, and
Outputs of the 5 processes in Project Communications Management;
4Project Quality Management
Copyright
Most of the material of this presentation has been taken from the PMBOK® Guide 4th Edition of PMI (Project Management Institute)
The material is for LARION Computing internal use only, NOT for reproduction or distribution.
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
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Prj. Communications Mgnt. Overview (1 of 5)
Includes the processes required to ensure timely and appropriate generation, collection, distribution, storage, retrieval and ultimate disposition of project information
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Prj. Communications Mgnt. Overview (2 of 5)
Project Managers spend 90% of their time communicating
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Prj. Communications Mgnt. Overview (3 of 5)
Communication activity has many potential dimensions: Internal & external Formal & informal Vertical & horizontal Official & unofficial Written & oral Verbal & Non-verbal
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Prj. Communications Mgnt. Overview (4 of 5)
Common communication skills: Listening actively and effectively Questioning, probing ideas and situations to ensure
better understanding Educating to increase team's knowledge so that
they can be more effective Fact-finding to identify or confirm information Setting and managing expectations Persuading a person or organization to perform an
action Negotiating to achieve mutually acceptable
agreements between parties
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Prj. Communications Mgnt. Overview (5 of 5)
Common communication skills (cont.): Resolving conflict to prevent disruptive impacts Summarizing, recapping, and identifying the next
steps
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
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5 Processes
Identify Stakeholders (Initiating)
Plan Communications (Planning)
Distribute Information (Executing)
Manage Stakeholder Expectations (Executing)
Report Performance (Monitoring & Controlling)
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
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Identify Stakeholders (1 of 6)
The process of Identifying all people and organizations that
impacted by the project Documenting relevant information regarding their
interests, involvement and impact on project success
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Identify Stakeholders (2 of 6)
What to do with the stakeholders? Identify all of them Determine all of their requirements Determine their expectations Determine their interests Determine their level of influence Plan how you will communicate with them Communicate with them Manage their expectations and influence
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Identify Stakeholders (3 of 6)
Stakeholder Analysis A technique of systematically gathering and
analyzing quantitative and qualitative information to determine whose interests should be taken into account throughout the project
Classification tools Power/interest grid Power/influence grid Influence/impact grid Salience model
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Identify Stakeholders (4 of 6)
Example Power/Interest grid
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Identify Stakeholders (5 of 6)
Stakeholder Register Identification information Assessment information Stakeholder classification
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Identify Stakeholders (6 of 6)
Stakeholder Management Strategy Defines an approach to increase the support and
minimize negative impacts of the stakeholders Key stakeholders who can significantly impact the prj Level of participation in the project desired for each
identified stakeholder Stakeholder groups and their management
Example
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
21Project Quality Management
Plan Communications (1 of 13)
The process of Determining the project stakeholder information
needs, and Defining a communication approach
Example Who needs what info When they will need it How it will be given to them And by whom
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Plan Communications (2 of 13)
Improper communication planning will lead to problems: Delay in message delivery Communication of sensitive information to the
wrong audience Lack of communication to some of the required
stakeholders
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Plan Communications (3 of 13)
Communication requirement analysis Determines the information needs of the project
stakeholders
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Plan Communications (4 of 13)
Communication channel 1 → 0 2 → 1 3 → 3 4 → 6
# communication channels = n(n-1) / 2
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Plan Communications (5 of 13)
Communication types
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Plan Communications (6 of 13)
Communication technology How to communicate each item
Face-to-face interactions Emails Telephone Meetings Etc.
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Plan Communications (7 of 13)
Communication method Interactive communication
2 or more parties performing a multi-directional exchange of information
Meetings; Phone calls; conferences; etc.
Push communication The sender provides the information, but does not expect
feedback Updates; Status reports; etc.
Pull communication Places the information in a central location. The
recipients are responsible for pulling the info from the central location
Intranet sites; e-learning; knowledge repositories; etc.
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Plan Communications (8 of 13)
Communication model
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Plan Communications (9 of 13)
Communication model Encode: Translate thoughts and ideas into
language understood by others Message and feedback-message: The output of
encoding Medium: The method used to convey the message Noise: Anything that interferes with the
transmission and understanding of the message Decode: To translate the message back into
meaningful thoughts or ideas
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Plan Communications (10 of 13)
Effective communication The sender should
Encode the message carefully Determine which communication method to use Confirm that the message is understood
Communication factors (consider when encoding)
Nonverbal: 55% of all communication
Para-lingual: Pitch and tone of voice
To confirm the message is understood, the sender should ask for feedback
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Plan Communications (11 of 13)
Effective listening The receiver should
Decode the message carefully Confirm that the message is understood
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Plan Communications (12 of 13)
Em bảo anh đi điSao anh không đứng lại?
Em bảo anh đừng đợiSao anh vội đi mau?
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Plan Communications (13 of 13)
Communication management plan Documents how you will manage and control
communications
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
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Distribute Information (1 of 3)
The process of Making relevant information available to project
stakeholders as planned
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Distribute Information (2 of 3)
Effective information distribution Sender-receiver models Choice of media Writing style Meeting management techniques Presentation techniques Facilitation techniques
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Distribute Information (3 of 3)
Communication Blockers Noisy surroundings Improper encoding of message Making negative statements Hostility Language Culture Etc.
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
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Manage Stakeholder Expectations (1 of 1)
The process of Communicating and working with stakeholders to
meet their needs Addressing issues as they occur
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Progress
Prj. Communications Management Overview
5 Processes Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance
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Report Performance (1 of 1)
The process of Collecting and distributing performance information:
Status reports Progress measurements Forecasts
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Recap
Project Communications Management 5 processes
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Questions?
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Thank you!
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