Chap 10 Project Communications Management

Getting the WORD OUT

Plan
Communications
Management

Manage
Communications

Control
Communications

Communication Management

Party at the Lounge!

Jeff and Charles want to launch their new Lounge, so theyre going to have a party
for the grand opening.

But somethings not right

When Jeff called the caterer and the DJ to request everything he wanted for the
party, his old static phone made it hard for everybody to understand what he was
asking.

Anatomy of communication

Anatomy of communication

Match each communication element to what it does.

Match each communication element to what it does.

Get a handle on communication

Get a handle on communication

10.1 Plan Communications Management -> Definition

Is the process of developing an appropriate approach and plan for
project communications based on stakeholders information
needs and requirements, and available organizational assets

It identifies and documents the approach to communicate most effectively

and efficiently with stakeholders.

Plan Communications Management Process

10.1 Plan Communications Management -> ITTO

Planning Process
Integration
Develop Project Management Plan
Scope
Plan Scope Management
Collect Requirements
Define Scope
Create WBS
Time
Plan Schedule Management
Define Activities
Sequence Activities
Estimate Activity Resources
Estimate Activity Duration
Develop Schedule
Cost
Plan Cost Management
Estimate Costs
Determine Budget
Quality
Plan Quality Management
Human Resource
Plan HR Management
Communications
Plan Communications Management
Risk
Plan Risk Management
Identify Risks
Perform Qualitative Risk Analysis
Perform Quantitative Risk Analysis
Plan Risk Responses
Procurement
Plan Procurement Management
Stakeholder
Plan Stakeholder Management

This is the process of developing an

appropriate approach and plan for
communications across the team and
stakeholder engagement with available
organizational assets.
Benefits include the identification and
approach
to
communicate
most
effectively
and
efficiently
with
stakeholders.
Consequences of the insufficient
messaging or wrong interpretation of
messages may lead to misleading
decisions or wrongful actions, directing
the project towards a failure.

1.
2.
3.
4.
5.
6.

This allows appropriate resources and

information needs and methods of
distribution accordingly to the intended
audience.
Planning Communications needs to be
revised over the duration of the project
& need continuous asking of:
Who needs information?
What exactly do they need?
When and at what frequency do they
need it?
Why do they need it?
What will it be used for?
Who will be providing it?

10.1 Plan Comm Mngt. -> Inputs -> EEF

Many of the communications management processes are
linked to the enterprise environmental factors. Enterprise
environmental factors that affect project communications
planning are:

Organizational culture and structure

Standards and regulations the project must comply with
The logistics and organizational infrastructure
The human resources the project will rely on and interact with
The policies and procedures for personnel administration
The project's work authorization system
The marketplace conditions
Stakeholder risk tolerances
Commercial databases that the project may use for estimating
Project management information system

10.1 Plan Comm Mngt. -> Inputs -> OPA

The organizational process assets affect how the project
manager, the project team, and the stakeholders will
communicate within a project. The primary organizational
process assets that affect communication are:

Standards and policies unique to the organization

Organizational guidelines, work instructions, and performance measurement criteria
Organizational communication requirements for all projects, considering required and
approved technology, security issues, archiving, and allowed communication media
Project closure requirements
Financial controls and procedures
Issue and defect management procedures for all projects
Change control procedures
Risk control procedures
Process measurement databases
Project le structure, organization, and retention
Historical information and lessons learned requirements
Issue and defect management databases
Conguration management databases
Project nancial databases detailing labor hours, costs, budget issues, and cost overruns

10.1 Plan Comm Mngt. -> Inputs -> Stakeholder Register

The stakeholder register denes whom you'll communicate with.
Based on the stakeholder register and the stakeholder analysis
you've completed, you'll know which stakeholders are most
interested in your project and how much inuence they have
over your project. For each stakeholder, you should know:

The interest in the project

The inuence over the project
Strategies for gaining stakeholder support
Strategies for removing obstacles

This information can be sensitive, so it's important for the

project manager to guard this information and share it only
with the people who need to know this information.

10.1 Plan Comm Mngt. -> T&T -> Comm Req Analysis

Analysis helps the

PM determine:

Information needs
Type and format
Value of information

Organizational charts, Stakeholders information

Project organization
relationships

&

stakeholders

Disciplines, departments and specialties

Logistics of how many/ at which locations

Internal & External information needs

responsibility

10.1 Plan Comm Mngt. -> T&T -> Comm Req Analysis
Communication Channels:
With each added stakeholder, communication
needs can grow rapidly

Project communication complexity indicator: Potential

communication channels or paths
The only formula with letter N is communication channels

Count the channels of communication

How many people need to talk to one another? Well, Jeff and Charles need to talk.
But what about the DJ and the band? They wanted to set up their equipment in the
same placeit looks like they need to talk, too. And the bartender needs to
coordinate with the caterer. Wow, this is starting to get complicated. A good project
manager needs to get a handle on all this communication, because its really easy
to lose track of it.

Count the channels of communication

Youll need to know how to calculate the number of lines of

communication for the exambut dont worry, its really easy
once you get a little practice.

Youll need to know how to calculate the number of lines of

communication for the exambut dont worry, its really easy
once you get a little practice.

Youll need to know how to calculate the number of lines of

communication for the exambut dont worry, its really easy
once you get a little practice.

Youll need to know how to calculate the number of lines of

communication for the exambut dont worry, its really easy
once you get a little practice.

10.1 Plan Comm Mngt. -> T&T -> Comm Technology

It is used to transfer among project stakeholders
Urgency of the need for information
Urgency, frequency, format

Availability of Technology
Technology is compatible, available & accessible

Ease of use
Suitable for everyone
Provide training

Project environment
Face to face, virtual, location, communication language

Sensitivity & confidentiality of the data

Determine sensitivity or confidentiality of information
Any additional security measures to be taken

10.1 Plan Comm Mngt. -> T&T -> Communication Models

Are used to facilitate communication and exchange
information

Noise is any interference or barrier that might compromise the delivery of

message.
E.g. Distance, unfamiliar technology, inadequate infrastructure, culture,
language, etc.

10.1 Plan Comm Mngt. -> T&T -> Communication Models

Sequence of Steps:
Encode:
Thoughts/ideas translated into language

Transmit message:
Information through communication channel (medium)

Decode:
Message translated back into meaningful thoughts

Acknowledge:
Signal receipt of the message

Feedback/Response:
Receiver encodes thoughts/ideas in message & transmits message to the
original sender

10.1 Plan Comm Mngt. -> T&T -> Communication Models

Sender Responsibility:

Ensures information communicated is clear & complete

Confirm the communication is correctly understood
(requesting feedback)

Receiver Responsibility:

Ensures information is received in its entirety

Acknowledging receipt and responding

Communicators voice
(pith & tone) helps to
convey spoken message

Wording phrasing are very

important

Words:

Significant amount of
communication
is
nonverbal
(Body
language)

Paralingual:

Nonverbal:

Sender need to be aware of below communication factors:

Meaning can be changed

based on accompanying
nonverbal or paralingual
factors

10.1 Plan Comm Mngt. -> T&T -> Communication Methods

There are several communication methods that are used
to share information among project stakeholders

10.1 Plan Comm Mngt. -> T&T -> Outputs -> CMP
Communication Management plan provides information
like:
How information will be stored, retrieved, maintained and distributed
What system & processes are already in place in the organization
How all information will be managed after project closure
The team is involved in the creation of the plan
Helps set the ground rules for communication (e.g. escalations process)
Helps stakeholders in creating and sharing project information
What needs to be
communicated

Why

Between whom

Best method

Responsibility

When &
frequency

10.2 Manage Communications -> Definition

Is the process of creating, collecting, distributing, storing,
retrieving, and the ultimate disposition of project information in
accordance to the communications management plan

It enables an efficient and effective communications flow between project

stakeholders

Tell everyone whats going on

Tell everyone whats going on

10.2 Manage Communications -> ITTO

Executing Process
Integration
Direct and Manage Project Work
Scope
Time
Cost
Quality
Perform Quality Assurance
Human Resource
Acquire Project Team
Develop Project Team
Manage Project Team
Communications
Manage Communications
Risk
Procurement
Conduct Procurements
Stakeholder
Manage Stakeholder Engagement

It is the process of managing the project

team communications based on the
information which include create,
publish, distribute, engage, record,
retrieve, and finally purge.

Key benefit of this process is how, why,

when, who, which communication has to
happen between project team and
stakeholders is arrived.

Suitable techniques are employed to

make communications effective as:

Sender-Receiver Models
Choice of Media
Writing Style & Formats
Meeting Management
Event Organizing
Presentation Techniques
Facilitation & Supporting
Attentive Listening
Communication Channels
Established Escalation Paths

Choose which kind of communication is being used in each situation.

Choose which kind of communication is being used in each situation.

Get the message?

Jeff and Charles are interviewing new bartenders to help with the
expanded space. Choose which kind of communication is being used
in each situation.

Jeff and Charles are interviewing new bartenders to help with the
expanded space. Choose which kind of communication is being used
in each situation.

10.2 Manage Communications -> T&T -> IMS

Project information is managed and distributed via:

What good is
information
if no one can
find it?

10.2 Manage Communications -> T&T -> Perf Reporting

Collect and distribute performance information:

10.2 Manage Communications -> T&T -> Perf Reporting

It also involves asking for feedback on the reports from
stakeholders to ensure they have received the information
they need and have understood it, and to determine
whether they need more. Make sure you understand the
following:

Reports should provide the kinds of information and the level of detail required by
stakeholders.
Reports should be designed for the needs of the project.
The best way to have a report read and acted on is to use the most appropriate
communication method in sending it.
You should not spend all your time reporting.
Reports should include measurements against the performance measurement baseline
set in the project management plan.
Reports must be truthful and not hide what is really going on.
You should report cost, schedule, scope, and quality performance, not just schedule.
Reports help the team members know where they need to recommend and implement
corrective actions.
Reporting performance includes looking into the future.
You should get feedback from the people who receive the reports as part of this process.

10.2 Manage Communications -> Outputs -> Proj. Comm

Tell everyone whats going on

There are NO dumb Questions

10.3 Control Communications -> Definition

Is the process of monitoring and controlling communications

throughout the entire project life cycle to ensure the information
needs of the project stakeholders are met

It ensures an optimal information flow among all communication participants,

at any moment in time

Let everyone know how the projects going

Take a close look at the work being done

10.3 Control Communications -> ITTO

Monitoring & Controlling
Process
Integration
Monitor and Control Project Work
Perform Integrated Change Control
Scope
Validate Scope
Control Scope
Time
Control Schedule
Cost
Control Costs
Quality
Control Quality
Human Resource
Communications
Control Communications
Risk
Monitor & Control Risks
Procurement
Control Procurements
Stakeholder
Control Stakeholder Management

It is the process of controlling communications across project to

ensure all project stakeholders and team are met on continuous
mode.
Key benefit includes the effective communications between the
project team and stakeholders. To engage with each other and to
understand the required information, process it and get the
desired results towards the project objectives.
This process ensures the right message is delivered to the right
audience at right time and understood to be processed in desired
manner.

Now you can get the word out

Question Clinic: The calculation question

Question 1
Thomas Andrews (PM) is working on the projects first phase (18-months), with a small
colocated team. JP Morgan (sponsor) and senior management are in another city and
have requested weekly updates. Ismay (customer) requires monthly meetings. Because
the team members are busy with the project execution, they would like to reduce the
frequency of the meetings. Which of the following BEST describes how status meetings
should be managed on this project?
During project execution, PM does not need to hold status meetings as long as he sends the key stakeholders a weekly
status report.
Once a month, the entire team, including senior management, should meet with the customer. PM should discuss the
details of the previous months issues and the current status.
During project execution, it is only necessary for the PM to meet with the customer once a month to fulfill your
contractual obligation. Provide the customer with the status report and copy this report to key stakeholders.
The frequency and level of meetings as well as the format and type of information to be exchanged should be defined in
the projects communication management plan during project planning.

Answer 1
Thomas Andrews (PM) is working on the projects first phase (18-months), with a small
colocated team. JP Morgan (sponsor) and senior management are in another city and
have requested weekly updates. Ismay (customer) requires monthly meetings. Because
the team members are busy with the project execution, they would like to reduce the
frequency of the meetings. Which of the following BEST describes how status meetings
should be managed on this project?
During project execution, PM does not need to hold status meetings as long as he sends the key stakeholders a weekly
status report.
Once a month, the entire team, including senior management, should meet with the customer. PM should discuss the
details of the previous months issues and the current status.
During project execution, it is only necessary for the PM to meet with the customer once a month to fulfill your
contractual obligation. Provide the customer with the status report and copy this report to key stakeholders.
The frequency and level of meetings as well as the format and type of information to be exchanged should be defined
in the projects communication management plan during project planning.

Question 2
All the following are part of Titanics communication management plan
EXCEPT:

Names of the stakeholders that can talk to Thomas Andrews (PM)

Names of those receiving an urgent call when a certain issue arises
Methods used to collect and store information

Names of the stakeholders and instructions on sending project status report to them

Answer 2
All the following are part of Titanics communication management plan
EXCEPT:

Names of the stakeholders that can talk to Thomas Andrews (PM)

Names of those receiving an urgent call when a certain issue arises
Methods used to collect and store information

Names of the stakeholders and instructions on sending project status report to them

Question 3
Thomas Andrews (PM) is leading the Olympic Class project of a total BAC
$15,000,000. To date, he has been leading the other 11 people who comprise
the overall design team. Lately, he noticed that hes spread too thin and the
schedule is being negatively impacted. Because the project is date-constrained,
he convinced JP Morgan (sponsor) to accept a cost variance and add a senior
designer to the project team. This new resource will work directly with the three
project team members who comprise the design sub-team. How many more
communication channels will there be on the project team?
12
11
78
66

Answer 3
Thomas Andrews (PM) is leading the Olympic Class project of a total BAC
$15,000,000. To date, he has been leading the other 11 people who comprise
the overall design team. Lately, he noticed that hes spread too thin and the
schedule is being negatively impacted. Because the project is date-constrained,
he convinced JP Morgan (sponsor) to accept a cost variance and add a senior
designer to the project team. This new resource will work directly with the three
project team members who comprise the design sub-team. How many more
communication channels will there be on the project team?
12
11
78
66

Question 4
Two people in the Titanic project testing team are arguing about what
needs to be done to complete a work package. If Andrews (PM) wants to
know whats going on, he should pay most attention to:

What is said and when.

What is being said, who is saying it, and the time of day.
Physical mannerisms an d what is being said.
The pitch and tone of voices, and physical mannerisms.

Answer 4
Two people in the Titanic project testing team are arguing about what
needs to be done to complete a work package. If Andrews (PM) wants to
know whats going on, he should pay most attention to:

What is said and when.

What is being said, who is saying it, and the time of day.
Physical mannerisms an d what is being said.
The pitch and tone of voices, and physical mannerisms.