Transcript 17871-CertPM-CommsIntroFinal

Apply Communication
Management Techniques
Introduction to Communication
Certificate IV in Project Management 17871
Qualification Code BSB41507
Unit Code BSBPMG406A
BSBPMG406A Apply Communication Management Techniques
Project Communications Management
• Includes processes required to ensure timely and
appropriate generation, collection, distribution, storage,
retrieval and disposal of project information
• Project Managers spend the majority of their time
communicating with team members, the Project Sponsor
and other project stakeholders
• Effective communication enhances project success by
creating understanding between diverse sets of
stakeholder
• Poor project communication is one of the most common
causes of project failure
Adapated from PMBOK 4th Edition
BSBPMG406A Apply Communication Management Techniques
Project Communications Management
Communication activity has many dimensions Internal
External
Informal
Formal
Vertical
Horizontal
Official
Unofficial
Verbal
Non-Verbal
Written
Oral
Adapated from PMBOK 4th Edition
BSBPMG406A Apply Communication Management Techniques
Common Communication Skills
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Listening actively and effectively
Questioning to ensure better understanding
Education to increase team knowledge and effectiveness
Fact-finding to identify and confirm information
Setting and managing expectations
Persuading someone to perform a desired action
Negotiating to achieve mutually acceptable agreement
Resolving conflict to prevent disruption
Summarising, recapping and agreeing next steps
Adapated from PMBOK 4th Edition
BSBPMG406A Apply Communication Management Techniques
Communications Management
EFFECTIVE COMMUNICATION
BSBPMG406A Apply Communication Management Techniques
Effective Communication
• The transferring and understanding of meaning
• For communication to be effective, it is important to
understand how the people you are interacting with may
interpret your message. We obtain information through
our senses and we all apply different filters.
• It is important to verify the receivers understanding of
your message and to verify your understanding of theirs
BSBPMG406A Apply Communication Management Techniques
Understand Modes of Learning
Kinaesthetic
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Feel the world
Act on what they feel
Learn by doing
Tactile
Visual
35%
40%
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25%
Auditory
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Hear the world - Aural
Think by analysing sounds
Love to hear themselves and others talk
How things are said is more important than what is said
BSBPMG406A Apply Communication Management Techniques
See the world - Visual
Think by making pictures
in their mind
Understand better if they
see it
Appearance is very
important
Preferences for Communication
• Modes of learning affect preferences for communication
• Being aware of the modes will make your communication
more successful
• Cater for all three modes when planning and developing
communication
• Most people are a combination of two of the three modes
– the most common are
 Kinaesthetic/Auditory and
 Kinaesthetic/Visual
BSBPMG406A Apply Communication Management Techniques
Communication Broken Down
• Content - 7% of the meaning from the content of the
spoken message
• Vocal - 38% of the meaning from the tone of voice,
timbre, tempo, volume, pitch etc
• Non Verbal – 55% of the meaning from body language,
posture, gesture, breathing, skin colour etc
• All three need to be congruent to convey the intended
message
Source: Mehrabian, A & Ferris, R, 1967. “ Inference of attitudes from non-verbal communication in two channels”,
The Journal of Counselling Psychology, pp 248 - 252
BSBPMG406A Apply Communication Management Techniques
Active Listening
• Active listening is an intent to "listen for meaning", in
which the listener checks with the speaker to see that a
statement has been correctly ...
• The process of attending carefully to what a speaker is
saying, involving such techniques as accurately
paraphrasing the speaker's remarks
• a skill in which the listeners demonstrate that they
understand what the speaker is saying both verbally and
nonverbally
BSBPMG406A Apply Communication Management Techniques
Listening with Questions in Mind
• When attending presentations and meetings, listen with
the following questions in mind –
 What is the speaker saying?
 What does it mean?
 What point are they trying to make?
 How does it relate to previous messages?
 How can I use the information?
 Does it make sense?
 Am I getting the whole story?
 What outcomes are they trying to achieve?
Source: Adapted from Bucero A., Listen and Learn, PM Network, 2006 June pages 20 - 22
BSBPMG406A Apply Communication Management Techniques
Shannon’s Communication Model
• Communication is impaired by noise factors or ‘barriers’
BSBPMG406A Apply Communication Management Techniques
Barriers to Effective Communication
1.
Language Barriers
2.
Cultural Barriers
3.
Individual Barriers
4.
Organisational Barriers
5.
Interpersonal Barriers
6.
Attitudinal Barriers
7.
Channel Barriers
BSBPMG406A Apply Communication Management Techniques
Barriers to Effective Communication
1. Language Barriers
 Different languages, vocabulary, accent, dialects
 Semantic gaps are words having similar pronunciation but
multiple meanings – these can easily be misunderstood
 Poorly expressed message, incorrect interpretation and
unqualified assumptions
 The use of difficult or inappropriately technical terms
2. Cultural Barriers
 Can create boundaries and separate people from each
other in such a way as to prevent understanding
Age
Beauty
Gender
Economic
Position
Cultural
Background
Ethics
Assumptions
Motives
Social Status
Education Temperament
BSBPMG406A Apply Communication Management Techniques
Popularity
Priorities
Political
Views
Health
Barriers to Effective Communication
3. Individual Barriers
 May be a result of an individual's perceptual and personal
discomfort
 Even when two people have experienced the same event
their mental perception may be different and acts as a barrier
 Style, selective perception, halo effect, poor attention, poor
retention, defensiveness, close mindedness, insufficient
filtration
 Can result from unrelated external forces, stress and
personal change
4. Organisational Barriers
 Organisational culture, values, protocols, rules, regulations,
accepted norms and behaviours
 Physical set up of work stations
 Communication tools and working facilities
BSBPMG406A Apply Communication Management Techniques
Barriers to Effective Communication
5. Interpersonal Barriers
– Lack of knowledge of non-verbal clues like facial expression, body
language, gestures, postures, eye contact
– Managers
 Lack of trust in staff
 Different priorities from employees
 Lack of understanding of employee expectations
 Authority and power imbalance
 Fear of losing of control
– Staff
 Lack of trust in Manager or Employer
 Lack of motivation and co-operation
 Fear of consequences
 Information overload
BSBPMG406A Apply Communication Management Techniques
Barriers to Effective Communication
6. Attitudinal Barriers
 Limitation in physical and mental ability
 Differences in intellect, understanding and perceptions
 Lack of trust and fear of consequences
7. Channel Barriers
 Inappropriate selection of communication channel
 Inappropriately structured message – eg too long, no
summary, no clear outcome
 Lack of access to communication media
 Impacts clarity, accuracy and effectiveness
BSBPMG406A Apply Communication Management Techniques
Overcoming the Barriers - Do’s
• Allow employees access to resources, self expression
and idea generation
• Express your expectations to others
• Avoid absolute words such as "never", "always", "forever
• Avoid “Yes….But”
• Be a good, attentive and active listener
• Filter the information correctly before passing on to
someone else
• Establish direct communication channels
• Eliminate intermediaries
BSBPMG406A Apply Communication Management Techniques
Overcoming the Barriers - Do’s
• Maintain eye contact if culturally acceptable
• Use specific and accurate words which are easily
understood
• Try and view the situations through the eyes of the speaker
• Provide summaries and key messages if information is very
detailed or complicated
• Oral communication must be clear and not heavily
accented
• Explain technical concepts and provide definitions
BSBPMG406A Apply Communication Management Techniques
Overcoming the Barriers - Do’s
• Ask for clarification and paraphrase
to confirm understanding
• Break down hierarchies and chains of command
• Foster congenial relationships between staff and managers
• Focus on purposeful and well focused communication
• Seek and act on feedback
• Keep an open mind
BSBPMG406A Apply Communication Management Techniques
Overcoming the Barriers – Don’ts
• Be a Selective Listener - this is when a person hears
another but selects not to hear what is being said or to
hear a different message
• Try to “win” and score points or prove the other person
wrong
• Daydream
• Use long chain of command for communication
• Use technical jargon or unusual words
• Jump to conclusions
• Interrupt the speakers and distract them by asking too
many irrelevant questions
• Digress off the main topic
BSBPMG406A Apply Communication Management Techniques
Communication Management
EFFECTIVE MEETINGS &
PRESENTATIONS
BSBPMG406A Apply Communication Management Techniques
Effective Meetings
• Meetings are one of the major forms of communication
for projects and in the general business environment
• These can be positive and fruitful or a total waste of time
• An effective meeting is one that reaches the required
outcomes of all participants
• Achieving the required outcomes requires planning and
preparation
• Meetings are a form of ‘Interactive Communication’ and
can be conducted in many different ways – both formal
and informal
• 'Hey, if this person can't manage a meeting, what
chance does the project stand?'
BSBPMG406A Apply Communication Management Techniques
How to Conduct Effective Meetings
1. Ensure outcomes are defined prior to the meeting
 Never go to a meeting where the desired outcomes are not
clearly understood by all involved.
 This includes the meetings you call and the ones you are
required to attend.
 Send an outline of the purpose of the meeting and the
required outcomes
2. Plan the meeting in advance
 Think about what you want to say, what information you
require or what you need to learn from the meeting.
 Anticipate and prepare for questions and objections, raise
them yourself if they are important.
 Prepare agendas for formal meetings and distribute in
advance
BSBPMG406A Apply Communication Management Techniques
How to Conduct Effective Meetings
3. Manage your time and respect the time of others
 Understand the expectations around meeting start and finish
times
 Be clear about your expectations – eg.
1. Always start on time and finish on time vs Start 5 minutes
late and finish 5 minutes early
2. Reschedule the meeting if key contributors are not present
3. Agree key contributors and minimum attendees
4. Pay attention and actively listen
 If it is important enough to attend then it is important enough
to listen carefully.
 Be engaged and present, you never know what you might
find out.
 Confirm understanding
BSBPMG406A Apply Communication Management Techniques
How to Conduct Effective Meetings
5. Suggest options
 Don't be afraid to challenge what is put in front of you.
 Suggest alternatives if this will achieve the outcome more
effectively
6. Summarise
 Recap decisions and actions at the end of the meeting
 Be specific about who is to do what by when
 Clarify that outcomes have been achieved and assess
understanding
 Ask for feedback and confirm agreement
BSBPMG406A Apply Communication Management Techniques
How to Conduct Effective Meetings
7. Confirm and confirm again
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Always confirm appointments the day before
Leave nothing to chance
Be prepared to reschedule immediately if there are issues
with the timeslot
8. Document agreed actions and decisions
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Formal meetings should have formal minutes including
action items and major decisions
Informal meetings can be followed up with a brief email
outlining outcomes and action items
Maintain a Decision Register and an Action item Register,
review with the group regularly
BSBPMG406A Apply Communication Management Techniques
Meetings vs Workshops
Meetings
– Small or large groups
– Specific plan of the
outcomes
– Standing agenda distributed
prior to meeting
– Room to accommodate
additional business
– Formal minutes, action items
and decision register
– Good meeting practices
– Active listening
BSBPMG406A Apply Communication Management Techniques
Workshops
– Small or large groups
– Require strong facilitation
skills
– Very detailed plan for the
sessions
– Room for flexibility if valuable
information being obtained
– Specific objectives but less
defined outcomes
– Good to generate ideas, gain
understanding, problem
solve
Formal vs Informal Meetings
Formal
– Small or large groups
– Specific plan of the
outcomes
– Standing agenda distributed
prior to meeting
– Room to accommodate
additional business
– Formal minutes, action items
and decision register
– Good meeting practices
– Active listening
BSBPMG406A Apply Communication Management Techniques
Informal
– One on one or small group
– Scheduled in advance or adhoc
– High level plan of outcomes
– Flexible agenda
– Standing agenda or topics
agreed at start of meeting
– Optional confirmation of
agreements, decisions and
actions via email
– Active listening
Effective Presentations
• Very few people enjoy giving presentations
• Some are even more afraid of giving presentations that
they are of dying!
• Speeches are being replaced by PowerPoint
presentations
• PowerPoint is only an aid, to be effective attention must
be applied to the content as well as the performance
aspects of the presentation
• Audience expectations are often very high
• People demand to be enlightened, informed and
entertained
• Skilled presenters can transfer information, influence the
audience and inspire action
Adpated from PMBoK Guide – Fourth Edition
BSBPMG406A Apply Communication Management Techniques
Planning Presentations
1. Have a strong introduction
 Plan an engaging introduction eg – provocative question,
impressive fact, quotation, recall an anecdote
2. Consider your listener
 Frame the presentation as though you are sitting in the audience
 Understand the specific needs, wants and emotions of your
audience
3. Ensure your audience knows what's in it for them
 Be clear about what is in it for the audience – WIIFM – What’s in it
for me!
 Tailor your presentations to the needs of the audience
4. Begin with the end in mind
 Let them know what to expect, how they can use the information
and the direct benefits to them
 Define the outcome and plan the messages
 Prepare a storyboard and remove unnecessary content
BSBPMG406A Apply Communication Management Techniques
Planning Presentations
5. Establish credibility
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Be confident in your movements, speech and what you are saying
Mention your background, skills and experience
Get the audience emotionally engaged
6. Plan the flow of your argument
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Be clear on the outcome and your intentions
Lead the listener through
Obtain agreement along the way
Summarise key points
BSBPMG406A Apply Communication Management Techniques
Planning Presentations
7. Speak as if to one individual
 Deliver your speech as though each person was the only one in the
room
 Make the presentation personal
8. Practise your presentation style
 Include three different styles - audio, visual and kinaesthetic
 Plan how you transition between these elements
 It pays to practise with someone you trust and then to ask for their
comments
9. Strong conclusions
 Summarise key points
 Call the audience to action
10. Ask for feedback
 Be open and calm
 Take it on board if appropriate for future presentations
BSBPMG406A Apply Communication Management Techniques
AIDA – A Simpler Model
• Win the audiences attention
• Gain their interest
• Create a desire
• Stimulate action or agreement
BSBPMG406A Apply Communication Management Techniques
Tips for Using PowerPoint
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Keep it simple
PowerPoint is an aid not the main attraction
Avoid cheesy clip art, animation and fancy backgrounds
Use ‘slide master’ for consistent formatting
Presentations - 6 points per slide
Practice your interaction with the slides and other media
Report Format – can be very detailed and small font if
designed to be printed out
• Lectures can break the rules as they are a combination
of presentation and detailed notes
BSBPMG406A Apply Communication Management Techniques
Next Steps
Please proceed to Communication Processes Part 1
in the Learning Program.
Best of Luck!
BSBPMG406A Apply Communication Management Techniques