1. BSBPMG406A Apply Communication Management Techniques Apply Communication Management Techniques Introduction to Communication C ertificate IV in Project Management 17871 Qualification Code BSB41507 Unit Code BSBPMG406A

2. BSBPMG406A Apply Communication Management Techniques 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 Project Communications Management Adapated from PMBOK 4 th Edition

3. BSBPMG406A Apply Communication Management Techniques Communication activity has many dimensions - Project Communications Management Adapated from PMBOK 4 th Edition InformalFormalInternalExternal VerticalHorizontalOfficialUnofficial WrittenOral VerbalNon-Verbal

4. BSBPMG406A Apply Communication Management Techniques Common Communication Skills 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 4 th Edition

5. BSBPMG406A Apply Communication Management Techniques Communications Management EFFECTIVE COMMUNICATION

6. 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

7. BSBPMG406A Apply Communication Management Techniques Understand Modes of Learning 25% –See the world - Visual –Think by making pictures in their mind –Understand better if they see it –Appearance is very important Visual 35% 40% Auditory –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 –Feel the world –Act on what they feel –Learn by doing –Tactile Kinaesthetic

8. BSBPMG406A Apply Communication Management Techniques 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

9. 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

10. 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

11. 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

12. BSBPMG406A Apply Communication Management Techniques Shannon’s Communication Model Communication is impaired by noise factors or ‘barriers’

13. 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

14. 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 Temperament Age Health Cultural Background Economic Position Social Status Gender Education Priorities Popularity Beauty Assumptions Motives Ethics Political Views

15. BSBPMG406A Apply Communication Management Techniques 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. BSBPMG406A Apply Communication Management Techniques Communication Management EFFECTIVE MEETINGS & PRESENTATIONS

23. 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?'

24. 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

25. 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

26. 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

27. BSBPMG406A Apply Communication Management Techniques How to Conduct Effective Meetings 7. Confirm and confirm again 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 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

28. BSBPMG406A Apply Communication Management Techniques Meetings vs Workshops –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 –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 MeetingsWorkshops

29. BSBPMG406A Apply Communication Management Techniques Formal vs Informal 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 –One on one or small group –Scheduled in advance or ad- hoc –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 FormalInformal

30. BSBPMG406A Apply Communication Management Techniques 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

31. 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

32. BSBPMG406A Apply Communication Management Techniques Planning Presentations 5. Establish credibility 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 Be clear on the outcome and your intentions Lead the listener through Obtain agreement along the way Summarise key points

33. 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

34. BSBPMG406A Apply Communication Management Techniques Win the audiences attention Gain their interest Create a desire Stimulate action or agreement AIDA – A Simpler Model

35. BSBPMG406A Apply Communication Management Techniques Tips for Using PowerPoint 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

36. BSBPMG406A Apply Communication Management Techniques Next Steps Please proceed to Communication Processes Part 1 in the Learning Program. Best of Luck!