Chapter 10 Communications Management PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-1

Communications Management Contents Importance of communications on a project Communications Management processes Plan Communications Management Manage Communications Control Communications Communication Models Communication Methods Communication Technology PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-2

Communications Management Learning Objectives By the end of this chapter, you should be able to: Explain the importance of communications on a project Name the Communications Management processes Explain the purpose of and activities involved in each process Describe various communication tool, techniques, and methods PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-3

Why Communication is Important! The greatest threat to many projects is a failure to communicate Research shows that effective communication is a core element in a projects success. It is not one sided. 1 out of 4 projects fail due to poor communications. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-4

Top reasons why projects fail Poor Communication Insufficient resource planning Unrealistic schedules Poor project requirements Lack of stakeholders buy-in Undefined success/closure criteria Unrealistic budgets Insufficient or no risk planning Lack of control/change process Survey Results 28.0% 2% 1.2% 0% 3.7% 2.4% PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-5

ONLY WAY to solve project problems is by communicating…….. There is no other way………….. Communication provides critical links among people, ideas and information that are necessary for success. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-6

Inov8Solutions Inc – Quality Educational Services For Professionals Meetings Fax Telephone Face to face email 90% of the Project Manager’s time is spent communicating PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-7

Communication Management Processes Note to Kamran: Please animate so that each row is highlighted as it’s being mentioned in the narration? Process Process Group Plan Communications Management Planning Manage Communications Executing Control Communications Monitoring and Controlling PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-8

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz Which one of the following is not one of the Communications Management processes? Manage Communications Identify Stakeholders Plan Communications Management Control Communications The correct answer is B. Identify Stakeholders is not one of the Communications Management processes. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-9

Plan Communications Management Project needs Communication with… Management Project Managers Team Team Member’s Managers Other Project Managers Other Stakeholders PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-10

Plan Communications Management Class Group Activity – 30 Minutes Divide Class into 3 groups (3 to 4 students in each group) Discuss and brainstorm the inputs/outputs Present your inputs/outputs to the rest of the teams Check and compare your inputs/outputs with PMBOK® Guide 5th edition No notes. Class Activity Slide. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 4-11

Communications occur internally and externally to the core project team, vertically (up and down the levels of the organization), and horizontally (among peers). Customer, Sponsor, Functional Manager, and Team members Other Project Managers The Project Other Projects Other Stakeholders

Inov8Solutions Inc – Quality Educational Services For Professionals Skills for Effective Communication Some important skills a project manager must develop for effective communication are: Active listening Providing positive reinforcement Questioning ideas to gain clarification Negotiating Conflict resolution Persuasion PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-13

Communications Planning Every project should include some type of communications management plan, a document that guides project communications Communications planning involves communication requirements analysis, Communication technology, Communication models and Communication methods. Which means who needs what information, when they will need it, how it will be given to them and by whom. Communications Requirements Analysis: The analysis of the communication requirements determines the information needs of the project stakeholders. Project manager should also consider the number of potential communication channels or paths as an indicator of the complexity of the project’s communications. Communication channels grow exponentially Formula to calculate communication channels is (n(n-1))/2 (Where n represents the number of people) PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-14

Inov8Solutions Inc – Quality Educational Services For Professionals The Impact of the Number of People on Communications Channels Source: Information Technology Project Management, 4th Edition PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-15

Inov8Solutions Inc – Quality Educational Services For Professionals Communication Models Effective Communication Nonverbal (About 55 percent of the communication is nonverbal….i.e. based on physical mannerism) Para lingual (Pitch and tone of the voice) Feedback (Sender asks for the confirmation of the information delivered) Effective Listening Feedback Active Listening Para Lingual PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-16

Communication Blockers What can disrupt effective communication? Noise Distance Improper encoding of messages Saying that something is a bad idea Language Culture PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-17

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz The majority of communication can be described as: Verbal Necessary Non-verbal Effective The correct answer is C. 55% of communication is non-verbal. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-18

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz You are on an introductory between your project team and new client personnel based in China. While discussing requirements, you say that implementing the project will be a “piece of cake.” This is an example of: Motivation Communication blocker Gaining confidence of the client Good communications The correct answer is B. This is an example of a communication blocker. The Chinese clients might not understand the meaning of this idiom. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-19

Inov8Solutions Inc – Quality Educational Services For Professionals Communication Methods There are several communication methods can be employed in the exchange of information on a project: Interactive communication – between 2 or more people in a multi-directional exchange Push communication – sent to specific individuals who require the information Pull communication – recipients access the information on their own Perform exercise from Rita’s page 355, 356 PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-20

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz Which one of the following is not a communication method? Interactive Fast-paced Push Pull The correct answer is B. Fast-paced is not one of the communications methods. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-21

Inov8Solutions Inc – Quality Educational Services For Professionals Communication Methods The communication methods can be further broken down into the type of communication and the circumstances in which each type would be used Communications can be expressed in different ways….formally or informally, written or verbal. The decision of which type to use needs to be made for each instance of communication. Reference might need to be updated Type of Communication When Used Formal written Complex problems, project management plans, project charter, memos, communicating over long distances Formal verbal Presentation, speeches Informal written E-mail, handwritten notes Informal verbal Meetings, conversations Perform exercise from Rita’s page 355, 356 PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-22

Communications Management Plan Output of Plan Communications Management Describes how project communications will be planned, managed, monitored, and controlled. Includes such information as stakeholder communication requirements, methods to be employed for the communication, frequency of distributions, etc. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-23

Manage Communications Creation, collection, and distribution of project information according to Communications Management Plan Enables effective flow of communication between project stakeholders Ensures that communication being conducted has been received and understood PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-24

Manage Communications Class Group Activity – 30 Minutes Divide Class into 3 groups (3 to 4 students in each group) Discuss and brainstorm the inputs/outputs Present your inputs/outputs to the rest of the teams Check and compare your inputs/outputs with PMBOK® Guide 5th edition No notes. Class Activity Slide. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 4-25

Manage Communications Tools and Techniques The same tools and techniques employed in Communications Management Planning are used in Manage Communications Information Management Systems – includes hard copy documents, electronic communications (email, fax, etc.), and electronic project management tools Performance Reporting – collection and distribution of project performance, such as status reports. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-26

Control Communications Monitoring and Controlling communications Output is Work Performance Information and change requests May trigger Plan Communications Management or Manage Communications activities PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-27

Control Communications Class Group Activity – 30 Minutes Divide Class into 3 groups (3 to 4 students in each group) Discuss and brainstorm the inputs/outputs Present your inputs/outputs to the rest of the teams Check and compare your inputs/outputs with PMBOK® Guide 5th edition No notes. Class Activity Slide. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 4-28

Exam Tips for the Communications Management Chapter Know the Communications Management Process and input/output of each process Know how to calculate the communication channels Know the basic communication methods, models and tools Know communication blockers PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-29

Inov8Solutions Inc – Quality Educational Services For Professionals Chapter Summary Facts about communications on a project: a. Greatest threat to many projects is poor communication b. 1 out of 4 projects fail due to poor communication c. 90% of project manager’s time is spent communicating Communications Management processes Plan Communications Management Manage Communications Control Communications PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-30

Inov8Solutions Inc – Quality Educational Services For Professionals Chapter Summary 3. Plan Communications Management Communications Requirements Analysis Communication Technology Communication Models Communication Methods 4. Manage Communications Communications Technology 5. Control Communications PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-31

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 1: 90% of the project manager’s time is spent: Managing Directing Communicating Planning The correct answer is C. 90% of the project manager’s time is spent communicating. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-32

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 2: The Communications Management Plan is an output of which process? Plan Communications Manage Stakeholders Plan Communications Management Manage Communications The correct answer is C. The Communications Management Plan is an output of Plan Communications Management. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-33

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 3: The project team has grown from 7 to 9 people. How many more channels of communication are there? 21 65 15 Cannot be determined The correct answer is C. With 7 people, the number of communication channels is 21. With 9 people, the number of communication channels is 36. Therefore, there are 15 more channels of communication. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-34

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 4: The project manager has just sent out an email providing an update on the project. This is an example of: Poor communication Stakeholder Management Manage Communications Push communication The correct answer is D. This is an example of push communication. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-35

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 5: The project team members download project documents that were placed on a network drive by the project manager. This is an example of: Pull communication Push communication Interactive communication Control Communications The correct answer is A. This is an example of pull communication. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 10-36