Transcript PM_CH 6 pt 1

Project Management
Chapter 6
Project
Communications
Management
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
We will cover:
• Project communication plans
• Why project communications are important
• Steps and processes in communication
What is good communication
• What types of communication are most
effective
• Good practice project communications
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Fact
• Projects typically generate too much paper
and to little information!
• Good organisation and communication is
central to good projects – but that doesn’t
mean you have to have lots of paperwork
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Project communication plan
I keep six honest serving men
(They taught me all I knew);
Their names are What and Why and When
And How and Where and Who.
- Rudyard Kipling
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Project communication plan
A formal communication plan
is part of the project plan:
– What information will be
collected
– When it will be collected
– Who will be responsible for
the collection and analysis of
the data
– To whom will be distributed
– How will it be distributed
– When will it be distributed
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
I keep six honest serving men
(They taught me all I knew);
Their names are What and
Why and When
And How and Where and
Who.
- Rudyard Kipling
What’s in a communication plan?
• how the project team members communicate
with each other
• how the team and the project manager liaise
with management
• how the team liaises with stakeholders
outside the Project team
• the distribution of information
• the planning and compilation of a
communication plan
• project related documentation
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Why do we need a
communications plan?
• to cause some action or agreement to take
place – helps with decision making
• to gain understanding, discussing and
resolving issues in the project team
• to get buy in and involvement from
stakeholders
• to document for control and legal purposes
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Project communication plan – Why?
• To get buy in and commitment from
stakeholders
• The way project outcomes are
communicated can affect how people
perceive and accept those outcomes
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Communications Planning - Steps
1. Identify project stakeholders and roleplayers
2. Work out their communication needs
3. Select communication media
4. Compile a communication plan
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Communications Planning - Steps
1. Identify project stakeholders and roleplayers
2. Work out their communication needs
3. Select communication media
4. Compile a communication plan
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Managing Expectations of
Stakeholders
Proper communication is a critical success
factor for managing the expectations of the
stakeholders
In many cases where conflicts arise, it is not
because of the actual problem but
because the customer or manager was
surprised (i.e. did not know!!)
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Remember the Categories of
Stakeholders
• people who are needed as
resources (part of project team)
• people who need to be taken along
• people who are going to be affected
by the project
• people on the sidelines
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Importance of Getting Buy In from
Stakeholders
• Project success can be hampered by
factors like lack of trust, communication
and managerial skills, poor motivation,
slow decision-making
• For communication with the various
stakeholders the project team needs to
consider: the timing, the content, the
medium and the response of the
institution.
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Issues and Challenges of
Communicating with Key Stakeholders
• Communication with key stakeholders
must be open so that credibility and
trustworthiness are maintained
• Legal requirements govern disclosures
and that various documents have to be
produced where specific information
must be provided
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
High
Medium
Low
Level of Influence
Stakeholder Analysis
No Commitment
On the fence
Committed
Commitment to Project
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Communications Planning - Steps
1. Identify project stakeholders and roleplayers
2. Work out their communication needs
3. Select communication media
4. Compile a communication plan
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
How to identify needs
• Ask them!
• Focus groups
• One to one meetings with key
stakeholders
• What do they need to know?
• When do they need to know?
• How would they like to be communicated
with?
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Communications Planning - Steps
1. Identify project stakeholders and roleplayers
2. Work out their communication needs
3. Select communication media
4. Compile a communication plan
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Methods for Communication (How)
Which methods of
communication are most
effective in projects?
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
How we communicate……
WHAT you say is not nearly as
important as HOW you say it!
Studies show that what you say (your
words) accounts for only 7% of what
others perceive of you.
20%—stems from your voice tone
…… and the rest – an amazing 73%
comes from your facial expression and
body language.
Ref: BTI consultants, 2005
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
words
7%
non verbal
73%
intonation
20%
Informal communication
In any institution informal
communications will develop and are
important to the effective functioning
of the institution.
They must be managed and are
certainly not allowed to replace the
formal procedures and channels of
communication
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
The Role of People in the Project
As an expert
in the subject matter
As a team member
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
As a role model
4 States of Communication
• Speaking
• Waiting to speak
• Out to lunch
• Active listening
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Active Listening
• Listen generously – pay full attention
as a gift
• Listen as if your life depends on it
• Listen in order to report back
accurately rather than to agree or
disagree
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Active Listening
• Listen generously – pay full attention
as a gift
• Listen as if your life depends on it
• Listen in order to report back
accurately rather than to agree or
disagree
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
What does this mean?
• The meaning of my communication is the
response I get
• If people don’t understand the message
you send, whose responsibility is it?
Message can be misinterpreted or
misunderstood – tone, words you use or the
medium you use may be inappropriate
Dr. Jana Jagodick Polytechnic
of Namibia, 2012
Language Appropriate for Audience
• BTB is focused on aligning with our strategic objectives in
order to attain a BII approach in dealing with the forward
supply chain
or
• The ‘Be the Best Project’ fits with our goals of being the best
in our industry, when it comes to dealing with customers
Dr. Jana Jagodick Polytechnic
of Namibia, 2012