Transcript PHRM Lecture#10 (Part2) by Hassan Daud

COMMUNICATIONS
MANAGEMENT
COMMUNICATIONS PLANNING
Involves identifying the information and
communications needs of the stakeholders
 This includes determining what needs to be
communicated, to whom, when, with what
method and how frequently
 Very proactive approach

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
 Manage their expectation and influence

STAKEHOLDER REGISTER
WHOM DO WE COMMUNICATE WITH?

The information needs to be distributed to the
following:
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Internal to the project
External to the project
Sponsor
Management
Project Manager
Team
Team member’s managers
Other project managers
Other stakeholders
COMMUNICATIONS MODEL

It looks like a circle with three parts:
The sender
 The message
 The receiver


Each message is encoded by the sender and
decoded by the receiver based on the receiver’s
education, experience, language and culture
EFFECTIVE COMMUNICATION

The sender should encode a message carefully,
determine the communications method used to
send it, and confirm that the message is
understood
Nonverbal : About 55% of all communication
 Paralingual: Pitch and tone of voice
 Feedback: “do u understand what I said?”

EFFECTIVE LISTENING
The receiver should decode the message carefully
and confirm the message is understood
 This includes

Feedback
 Active Listening
 Paralingual

COMMUNICATIONS METHODS

Interactive Communication


Push Communication (One way stream; no
feedback is expected)


Conversation, meetings & conference call
Email updates, Company memos etc
Pull Communication (info is placed at central
location; recipients retrieve )
COMMUNICATIONS METHODS

Decision regarding whether the communication
needs to be formal or informal, written or verbal,
needs to be made for each instance of
communication
COMMUNICATION CHANNELS
Adding one more person to
communications grow exponentially
 Channel calculation formula:


[N (N-1)/2]
the
where N = number of people
team,
INFORMATION DISTRIBUTION
It involves implementing the communications
management plan
 Since not everything can be planned, information
distribution also involves creating reports
providing information that was not planned

PERFORMANCE REPORTING
It collects performance data and sends it to
stakeholders
 Reports should provide the kind of information
and the level of detail required by stakeholders
and may include:
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Status Report
Progress Report
Trend Report
Forecasting Report
Variance Report
Earned Value
Lessons Learned
COMMUNICATION BLOCKERS

The following might
communications:




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

get
Noise
Distance
Improper encoding of messages
Saying “That is a bad idea”
Hostility
Language
Culture
in
the
way
of
PROJECT COMMUNICATIONS
MANAGEMENT

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Project Communications Management includes processes that are
required to ensure timely and appropriate planning, collection,
creation, distribution, storage, retrieval, management, control,
monitoring, and the ultimate disposition of project information.

Project Managers spend upto 90% of their time communicating
with
Team members
 Internal Stakeholders
 External Stakeholders



Communication-related issues are one of the most frequent
problems
Project Managers must have a structured approach to managing
communications,
including
a
pro-actively
identifying
stakeholders’ communications requirements, in order to reduce
potential communication problems.
[Ref: PMBoK 5th Edition by
PMI, USA]
TYPES OF COMMUNICATIONS

Types of Communications
Internal, External
 Formal, Informal
 Vertical, Horizontal
 Written, Oral / Verbal, Non-Verbal

Communication Skills
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Active and effective listening
Clarification (Probing for better understanding)
Fact-finding
Setting and Managing Expectations
Persuading
Motivating
Coaching
Negotiating
Resolving Conflicts
PMBoK 5th
Edition
by
Summarizing, and [Ref:
Identifying
Next
Steps
PMI, USA]
18

PROJECT COMMUNICATIONS MANAGEMENT
PROCESSES
Plan Communications Management
 Manage Communications
 Control Communications

Process
Group
Key Output(s)
Plan Communications
Management
Planning
Communications Management
Plan
Manage Communications
Executing
Project Communications
Control Communications
M&C
Work Performance Information
Change Requests
[Ref: PMBoK 5th Edition by
PMI, USA]
19
Process
Project Communications Management Processes
(Cont’d…)

Plan Communications Management

Manage Communications
 Control Communications

[Ref: PMBoK 5th Edition by
PMI, USA]
20
Process of developing an appropriate approach and
plan for project communications based on
stakeholders’ information needs and requirements,
and available organizational assets
Project Communications Management
Processes (Cont’d…)
Plan Communications Management
 Manage Communications


The process of creating, collecting, distributing,
storing, retrieving and the ultimate disposition of
project information in accordance with the
communications management plan
Control Communications
[Ref: PMBoK 5th Edition by
PMI, USA]
21

Project Communications Management Processes
(Cont’d…)
Plan Communications Management
 Manage Communications
 Control Communications

The process of monitoring and controlling
communications throughout the entire project life
cycle to ensure the information needs of the project
stakeholders are met
[Ref: PMBoK 5th Edition by
PMI, USA]
22

23
[Ref: PMBoK 5th Edition by
PMI, USA]
PLAN COMMUNICATIONS MANAGEMENT

Planning Communications is important to the success of
any project
24

Inadequate planning may lead to various problems, e.g.
Delay in message delivery
 Communication of information to the wrong audience
 Insufficient communication to stakeholders
 Misunderstanding and misrepresentation of the message
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

Effective Communication = Providing information in the
right format, at the right time, to the right audience, and
with the right impact
Efficient Communication = Providing only the information
that is needed
[Ref: PMBoK 5th Edition by
PMI, USA]
Plan Communications Management
(Cont’d…)

Information needs and distribution methods vary for
each project
25

Important Considerations For Communicating

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What information is required
Who requires that information (and who is authorized to
have access)
When the information is required
Where the information is to be stored
Format information is to be stored in
How to retrieve that information
Other Considerations (e.g. Time-zones, language barriers,
cultural differences, etc)
[Ref: PMBoK 5th Edition by
PMI, USA]
DETAILED DISCUSSION:
PLAN COMMUNICATIONS MANAGEMENT

[Ref: PMBoK 5th Edition by
PMI, USA]
26

“Process of developing an appropriate approach and plan
for project communications based on stakeholders’
information needs and requirements, and available
organizational assets”
Key Benefit: Identifies and documents the approach to
communicate most effectively and efficiently with
stakeholders.
27
[Ref: PMBoK 5th Edition by
PMI, USA]
Detailed Discussion:
Plan Communications Management –
ITTOs

Inputs
Project Management Plan
 Stakeholder Register
 EEF’s and OPA’s

Tools & Techniques

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
Communication Requirements Analysis
Communication Technology
Communication Models
Communication Methods
Meetings
Outputs
Communications Management Plan
 Project Documents [Ref:
Updates
PMBoK 5th Edition by

PMI, USA]
28

Detailed Discussion:
Plan Communications Management –
Inputs

Project Management Plan

Stakeholder Register


Provides
information
needed
communications with stakeholders
to
EEFs and OPAs
[Ref: PMBoK 5th Edition by
PMI, USA]
plan
the
29

Provides information on how the project will be
executed, monitored, controlled, and closed.
Detailed Discussion:
Plan Communications Management – Tools &
Techniques

Communication Requirements Analysis
Determining information needs of stakeholders

Needs: Type and format of information, combined
with analysis of value of that information
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No. of communication channels: n(n-1)/2
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Key components of communication planning
30

Limiting the communication channels, and
 Who will receive what information

[Ref
:
PM
BoK
5th
Edit
ion
(C)
Proj
ect
Man
age
men
Detailed Discussion:
Plan Communications Management – Tools & Techniques
(Cont’d…)

Communication Technology
The method/medium to transfer information among project
stakeholders

Communication technology may vary from project to
project.
31

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Factors affecting choice of communication technology:
Urgency, frequency, format of information
 Availability, compatibility, and accessibility of technology
 Ease of use
 Project Environment (colocated, virtual, time-zones, language
cultural differences etc)
 Sensitivity and confidentiality of information

[Ref
:
PM
BoK
5th
Edit
ion
(C)
and
Proj
ect
Man
age
men
Detailed Discussion:
Plan Communications Management – Tools & Techniques
(Cont’d…)

Communication Models

32
The format/sequence in which communication takes
place between the parties
[Ref
:
PM
BoK
5th
Edit
ion
(C)
Proj
ect
Man
age
men
Detailed Discussion:
Plan Communications Management – Tools &
Techniques (Cont’d…)

Communication Models (Cont’d…)

Components of a communication model:


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Sender
Medium
Receiver
Noise: Interference (present in the communication
medium) which may compromise delivery of message
Sequence of steps in a basic communication model:

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Encode
Transmit
Decode
Acknowledge
Feedback
33

[Ref
:
PM
BoK
5th
Edit
ion
(C)
Proj
ect
Man
age
men
Detailed Discussion:
Plan Communications Management – Tools & Techniques
(Cont’d…)

Communication Methods
The method in which communications take place

Broadly classified as



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Interactive Communication
 E.g. Meetings, Phone Calls
Push Communication
 E.g. Emails, Letters, Reports, Memos
Pull Communication
[Ref
 E.g. Websites, Blogs, E-Learning, Knowledge Repositories, Lessons
:
Learned
PM
Choice of Communication Method



34

Communication Requirements
Cost/time constraints
Familiarity/availability of tools and resources
BoK
5th
Edit
ion
(C)
Proj
ect
Man
age
men
Detailed Discussion:
Plan Communications Management – Tools &
Techniques (Cont’d…)

Meetings
Conducted to gather the team to determine the most appropriate
way of how information will be communicated throughout the
project

Few considerations for making meetings useful:
35

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Time limit, and adherence to schedule
Scheduling recurring meetings in advance
‘Just Enough’ frequency of meetings
[Ref
Clear agenda, purpose
:
Team’s input in creating the agenda, and distribution of agendaPM
in
BoK
advance
5th
Sticking to the agenda
Edit
The right audience
ion
(C)
Ground rules for meetings
Proj
Action items and time-limits for each
ect
Collection and distribution of minutes of meeting
Man
age
men
Detailed Discussion:
Plan Communications Management –
Outputs

Communications Management Plan

36

Component of project management plan that
describes how project communications will be
planned, structured, monitored and controlled.
Project Documents Updates

E.g. Stakeholder Register
[Ref
:
PM
BoK
5th
Edit
ion
(C)
Proj
ect
Man
age
men
COMMUNICATIONS MANAGEMENT PLAN
Its the output of communications planning
 It documents how you will manage and control
communications
 Many people do not realize the extent of the
information that must be distributed

LESSONS LEARNED
This document includes what was done right,
wrong, and what would be done differently if the
project could be redone
 To be as valuable as possible, lessons learned
should cover these areas:

Technical aspects of project
 Project management
 Management

THANK YOU!