Communications-PMBOK5 New Blended

Project
Communications
Management
Agenda
0 Lecture:
0 Overview
0 Plan Project Communication
0 Manage Project Communication
0 Control Project Communication
0 In Class: Managing Project Communication
0 Review (time-permitting): Communication Methods
0 Close
Plan
Communicati
ons
Management
Manage
Communicati
ons
Control
Communicati
ons
What is Communications Management?

Ensuring timely and
appropriate:
Planning
Collection
Creation
Distribution
Storage, Retrieval
Management
Control
Monitoring and
disposition of project
information.
Communications Management
90%
Of the common project problems. Lack of Communication
Status
Reports
0 Beginning project managers
0 Better project managers
+ Communication
Mgmt Plan
0 Great project managers
+ they ask stakeholders what they need communicated to

them.
+ they identify what communications they need from
stakeholders.
+ they frequently revisit communications.
Distribution Techniques
Methods
Audience
Formal
Informal
Written
Verbal
External
Internal
Vertical
Horizontal
Methods
Formal
Informal
Written
Verbal
Communication Models
Paralingual communication the tone of voice used, its

inflection, and other auditory aspects of communication
besides words can transmit valuable information.
Communication Models
0 Communication involves two participants
0 Noise garbles the communication
0 Filters also change the transmission
0 Model for interpersonal communications:
Communication Skills
include.
0 Listening Actively and
0
0
0
0
0
0
0
0
0
Effectively
Questioning and Probing
Educating, Fact-Finding
Setting and managing
expectations
Persuading
Motivating, encouraging,
and reassuring
Coaching
Negotiating
Resolving Conflicts
Summarizing
0 While it is impossible to control all communication
in a project, it is vital to control as much as

possible.
0 And remember,
approximately 55% of
communication is
nonverbal.
Final Thoughts on
0 Effective listening requires:
Watching the speaker to pick up physical cues
Thinking before responding
Asking questions
Repeating (paraphrasing) when
appropriate
Providing feedback
Check Your Understanding

0 Barriers can influence communication when
sending or receiving information. Which of

the following is NOT a barrier?
a)
b)
c)
d)
Prejudices
Attitudes and emotions
Personalities and interests
Feedback

0 Barriers can influence communication when
sending or receiving information. Which of

the following is NOT a barrier?
a)
b)
c)
d)
Prejudices
Attitudes and emotions
Personalities and interests
Feedback
The correct answer is D.

Feedback is a tool to improve communication,
not a communication "blocker."

0 A project manager has a problem with a team
members performance. What is the BEST

form of communication for addressing this
problem?
a)
b)
c)
d)
Formal written communication

Formal verbal communication
Informal written communication
Informal verbal communication

0 A project manager has a problem with a team
members performance. What is the BEST

form of communication for addressing this
problem?
a)
b)
c)
d)

The correct answer is A.

Records are important, thus the need for written communication.

0 Communications are often enhanced when
the sender _____ the receiver.

a)
b)
c)
d)
Speaks up to
Uses more physical movements when talked to
Talks slowly to
Shows concern from the perspective of

0 Communications are often enhanced when
the sender _____ the receiver.

a)
b)
c)
d)
Speaks up to
Uses more physical movements when talked to
Talks slowly to
Shows concern from the perspective of

Understanding the receivers perspective allows you to direct the
communication to meet his needs.

0 When a project manager is engaged in
negotiations, nonverbal communication skills

are of:
a) Little importance
b) Major importance
c) Importance only when cost and schedule objectives
are involved
d) Importance only to ensure you win the negotiation

0 When a project manager is engaged in
negotiations, nonverbal communication skills

are of:
a) Little importance
b) Major importance
c) Importance only when cost and schedule objectives
are involved
d) Importance only to ensure you win the negotiation
The correct answer is B.
Nonverbal communication carries 55% of the message you send.
With this much at stake, nonverbal communication is of major
importance.
Project Procurement Management

Three Key Processes
0 PMI identifies three key processes that are
associated with the Communications Management

Knowledge Area.
0 Plan Communications Management (10.1)
0 Manage Communications (10.2)
0 Control Communications (10.3)
Goal
Develop an approach and

plan for
communication of the
project.
Key Benefit
Be able to communicate
most effectively with
stakeholders.
Plan Communications Management

0 Determining information and communication needs of
the project stakeholders:

o Who needs what information?
o When will they need it?
o How will it be given to them
and by whom?
0 Organizational structure has the biggest effect
on the communication requirements:
o Complexity breeds complexity

o Communication channels
o Communication in a matrix environment
Plan Communications Management (10.1)

Inputs, Tools & Techniques, Outputs
Inputs
Project
Management
Plan
Stakeholder
Register
Enterprise
Environmental
Factors
Organizational
Process Assets
Tools &
Techniqu
es
Communication
Requirements
Analysis
Communication
Technology
Communication
Models
Communication
Methods
Meetings
Outputs
Communications
Management
Plan
Project
Document
Updates

Inputs
0 Project Management Plan
0 Provides information as to how the project be
executed, monitored/controlled, and closed.
0 Stakeholder Register
the people youre
going to communicate to.
0 Enterprise Environmental Factors

0 Need to adapt communication to the project
environment.
0 NOTE: the structure of the organization has an
impact on communication.
0 Organizational Process Assets

0 These can provide insights into decisions made
regarding comms issues and the results.

Tools & Techniques
0 Communications Requirements
Analysis that may be used

Information
0 In short, figure
who needs communication
what information, in
to help determine
the out
projects
what format, at what frequency.
requirements:
0 Resources are expended only on information that:
Organization charts
(internal
information needs)
0 Contributes
to success.
0 Or where lack of communication can lead to failure.

Project organization
and stakeholder responsibility relationships
0 The Project Manager should consider the number of
Disciplines, departments,
and
specialties
involved
in the
channels as an
indicator
of the
complexity
of project
projects communication
Logistics of number
of persons involved and at which locations
0 Communication Channels are the connections
External information
needs
(media, public,
contractors)
between
communicators
in a project:
0
The greater the number of project stakeholders, the

Intent of the communication
requirements analysis?
more channels.
0 The more channels,
the more complex with
the
Prevent overwhelming
stakeholders
minutiae.
communication issues can become.

Tools & Techniques
0 The greater the number of project stakeholders, the
more channels
0 The more channels, the more complex the
communications issues are.
0 The more the project manager should move
towards written and formal communications
methods.
As participants are added, number of channels
increases algebraically:
# channels =n(n-1)
n=stakeholders
2
Exam tip: Know how to calculate the # of communication channels

Channels
0 Formula:
# channels = n (n-1)
2
n = number of people
0 As an example:
If you have a team of 4 people, how many channels of
communication are there?
4 (4-1)=
2
2
4*3
2
2
= 12
2
2
= 6

Channels
0 As another example:
0 If you have a team of 4 people and you add 1 more,
how many MORE channels of communication are
there?
0 52(5-1)=
2
2
5*4
2
2
=2 20
= 10 (was 6, now 10)
0 Answer = 4
0 Be careful to read the question correctly.
# channels = n (n-1)
2
n = number of people

Tools & Techniques
0 Communications Technology
0 Methodologies used to transfer information
among stakeholders.
0 Communication factors that can affect the
technology chosen:
0
0
0
0
0
Urgency
Availability of technology
Expected staff
Project environment
Duration

Tools & Techniques
0 Communications Models
0
How information is sent and received between

two parties.
Key components of the basic model of

communication include:
0 Encode
0 Message and feedback-message
0 Medium
0 Noise
0 Decode

Tools & Techniques
0 Communications Methods
0
Several communication methods are used

to share information.
These methods are broadly classified as:

0
Interactive communication
0
Multi-directional exchange
Telephone call
Push Communication
0
Information is distributed, but there is no

confirmation that it actually reached or
understood by the audience
Email
Pull Communication
0
Used for large volumes of

information or large audiences
Document repository

Tools & Techniques
0 Meetings
0
Discussion and dialogue with the project

team to determine the most appropriate
way to update and communicate project
information.
How best to respond to a request from

stakeholders for that information.

Outputs
0 Communications Management Plan
0
A part of the Project Management Plan.
Describes how communications will be planned,

structured, monitored, and controlled.
Contains:
0
Stakeholder communication requirements
Information that will be communicated
Reason for distribution
Timeframe, frequency, format, level of detail
Methods, technologies used to convey it
Person who will communicate the information
Person/s receiving the information
Method for updating and refining the Plan
Glossary
0 Project Document (updates)

0
Project schedule
Stakeholder register

0 Communication is the key to the success of a
project. As the project manager, you have 3

stakeholders with whom you need to
communicate. As such, you have 6 channels
of communication. A new stakeholder has
been added that you also need to
communicate with. How many
communications channels do you have now?
a)
b)
c)
d)
7
10
12
16

0 Communication is the key to the success of a
project. As the project manager, you have 3

stakeholders with whom you need to
communicate. As such, you have 6 channels
of communication. A new stakeholder has
been added that you also need to
communicate with. How many
communications channels do you have now?
a)
b)
c)
d)
7
10
12
16

The project manager is part of the communication channel.
Therefore, there are actually 4 stakeholders to begin with and
6 channels of communication. The question is asking how many
total channels of communication do you have with a team of 5
people. The formula is n (N-1)/2 or (5*4)/2 = 10.

0 The communications management plan is
developed to meet the needs of the:

a)
b)
c)
d)
Project sponsor
Team
Project manager
Stakeholders

0 The communications management plan is
developed to meet the needs of the:

a)
b)
c)
d)
Project sponsor
Team
Project manager
Stakeholders
Choice D includes all of the other choices.
Stakeholders can be project assets who perform
project work, provide expert advice, and remove
roadblocks. Because they are involved in the
project, you should consider their needs when
creating a communications management plan.

0 What information needs to be collected
when is part of what process?

a)
b)
c)
d)
Formal reporting
Plan communications
Stakeholder management
Earned value

0
What information needs to be collected

when is part of what process?
a)
b)
c)
d)
Formal reporting
Plan communications
Stakeholder management
Earned value

A communications management plan includes a
determination of what information needs to be
collected and when.

0 Formal written correspondence with the
customer is required when:

a) Defects are detected
b) The customer requests additional work not covered
under contract
c) The project has a schedule slippage that includes
changes to the critical path
d) The project has cost overruns

0 Formal written correspondence with the
customer is required when:

a) Defects are detected
b) The customer requests additional work not
covered under contract

c) The project has a schedule slippage that includes
changes to the critical path
d) The project has cost overruns

Everything that we do is more formal in a contract environment than in other
project activities. Because choice B deals with contracts, it is the best answer.

0 What percentage of time does the project
manager spend communicating?

a)
b)
c)
d)
90%
20%
70%
25%

0 What percentage of time does the project
manager spend communicating?

a)
b)
c)
d)
90%
20%
70%
25%

Memorize this number, 90 percent.

0 A large, one year telecommunications project
is about halfway done when you take the place

of the previous project manager. The project
involves three different sellers and a project
team of 30 people. You would like to see the
projects communications requirements and
what technology is being used to aid in project
communications. Where will you find this
information?
a)
b)
c)
d)
The
The
The
The
project management plan

information distribution plan
bar chart
communications management plan

0 A large, one year telecommunications project
is about halfway done when you take the place

of the previous project manager. The project
involves three different sellers and a project
team of 30 people. You would like to see the
projects communications requirements and
what technology is being used to aid in project
communications. Where will you find this
information?
a)
b)
c)
d)
Although D is a subsidiary of
A, and B is part of D, D
The project management plan
specifically addresses the
The information distribution plan communication requirements
The bar chart
and, thus, is the most correct
answer.
The communications management
plan

0 All of the following are part of a
communications management plan EXCEPT?

a) Names of the stakeholders who can talk to the
project manager
b) Names of those receiving a telephone call when the
system crashes
c) Methods used to collect and store information
d) Names of the stakeholders and instructions on
sending project status to them

0 All of the following are part of a
communications management plan EXCEPT?

a) Names of the stakeholders who can talk to the
project manager
b) Names of those receiving a telephone call when the
system crashes
c) Methods used to collect and store information
d) Names of the stakeholders and instructions on
sending project status to them
A communications management plan can attempt to control communications, but the
project manager needs to have open communications with everyone. This is the only
way to inform the appropriate people of the project status and to adequately control
the project.

0 What is the name of the process to ensure
timely and appropriate generation, collection,

dissemination and disposal of project
information?
a)
b)
c)
d)
Quality management
Communications management
Procurement management
Scope management

0 What is the name of the process to ensure
timely and appropriate generation, collection,

dissemination and disposal of project
information?
a)
b)
c)
d)
Quality management
Procurement management
Scope management

0 You want to let your team know that the
weekly project status report is now officially

due by 4:00pm on Thursdays. Which form of
communication would you use?
a)
b)
c)
d)


0 You want to let your team know that the
weekly project status report is now officially

due by 4:00pm on Thursdays. Which form of
communication would you use?
a)
b)
c)
d)

The correct answer is C.

You want to document the change to be sure that everyone gets the message,
but it does not require formal communication.

Three Key Processes

Knowledge Area.
Goal
Create, collect, distribute,

store,
retrieve, and dispose of
project information..
Key Benefit
Enables communications flow
between
stakeholders.
Manage Communications (10.2)

Inputs
Communications
Management
Plan
Work
Performance
Reports
Enterprise
Environmental
Factors
Organizational
Process Assets
Tools &
Techniqu
es
Communication
Technology
Communication
Models
Communication
Methods
Information
Management
Systems
Performance
Reporting
Outputs
Project
Communications
Project
Management
Plan (updates)
Project
Document
(updates)
Organizational
Process Assets
(updates)
Manage Communications
0 To manage communications, the project manager
must have good communication skills including:

Sender-receiver models Meeting
Media Choice
Management
Presentation
Writing Style
Facilitation
Listening

Inputs
0 Communications Management
Plan
0 How communications will be planned, structured,
monitored and controlled.
0 Work Performance Reports
project
performance and status information.
0 Enterprise
Environmental Factors
0 Organizational
Process Assets

Tools & Techniques
0 Communications Technology
0 The methods used to convey the information.
0 Communication Models
0
Key components of the basic model of

communication include:
0 Encode
0 Message and feedback-message
0 Medium
0 Noise
0 Decode

Tools & Techniques
Communication Methods
0
Meetings, video- and audio-conferences,

computer chats, and other remote
communications methods
The specific method for the

specific stakeholder is found
in your Communication Plan !

Tools & Techniques
Information Management Systems

0
Provides a set of standard tools for the PM to

capture, store, and distribute information to
stakeholder about the project:
0
Hard-copy
Electronic
Websites and web publishing
Shared-access electronic databases
Telephone, video- and web-conferencing
Press releases
Meeting and virtual office support software, portals

Tools & Techniques
0 Performance Reporting
0 The act of collecting and distributing project
performance information.
0 This is the project the information you will be
sharing:
Analysis
of pa
st
performanc
Foreca
e.
sts includin
g time and
Curren
costs.
t status of w
o
rk complete
Work p
d, and of ris
lanned for n
ks and issu
e
xt reporting
e s.
Any ot
perio
her relevan
t informatio
n
d.

Outputs
0 Project Communications
0 .communicating the projects information.
(updates)
0 Issue log.
0 Project schedule.
0 Project funding requirements.

Outputs
(updates)
0
Stakeholder notification resolve any issues?
Project reports whats going on?
Project presentations relevant to them
Project records meeting mins, for example
Information to and feedback from

stakeholders.
Lessons learned documentation (causes of

issues, reasoning
behind
corrective
actions).

Three Key Processes

Knowledge Area.
Goal
Ensure stakeholder
communication needs
are
met.
Key Benefit
Optimal information flow.
Control Communications (10.3)

Inputs
Project
Management
Plan
Project
Communications
Issue Log
Work
Performance
Data
Organizational
Process Assets
Tools &
Techniqu
es
Information
Management
Systems
Expert Judgment
Meetings
Outputs
Work
Performance
Information
Change Requests
Project
Management
Plan (updates)
Project
Document
(updates)
Organizational
Process Assets
(updates)
Control Communications
0 Control
Communications
ensures the
information needs of
the project
stakeholders are
met.
0 It triggers execution
control revisions,
delivery timing of a
report, an update,
etc.
This means that you are
controlling the content and
flow of communication.

Inputs
0 Project Communications usually
youre communicating the status, schedule
progress, costs incurred.
0 Issue Log
used to document and monitor

resolution of issues.
0 Work Performance Data work results.

0
0
0
0
Templates, standards
Allowed communication media
Record retention policies
Security requirements

Tools & Techniques
0 Information Management Systems
0 Tools used to distribute information.
0 Expert Judgment
help with assessing the

impact or message of the communication, if there is
a need for action, etc
0 Meetings

Outputs
0 Work Performance Information
0 Change Requests
0 The control process can result in the need for
adjustment, action, or intervention.

0 Change requests will be generated.
(updates) updates to the Communication

Plan.

includes issue logs.
0 Organizational
Process Assets
(updates)

0 The current update to the schedule
performance report shows no schedule

variance. Based upon this report, you tell the
client that the project is on time. However,
your team members know that you just missed
a major milestone and the project will not meet
its startup date. This is an indication of poor:
a)
b)
c)
d)
Plan Communication
Scope planning
Team trust
Schedule planning

0 The current update to the schedule
performance report shows no schedule

variance. Based upon this report, you tell the
client that the project is on time. However,
your team members know that you just missed
a major milestone and the project will not meet
its startup date. This is an indication of poor:
a)
b)
c)
d)
Plan Communication
Scope planning
Team trust
Schedule planning With proper planning, you will be able to
communicate effectively and accurately. In this

case you are not gathering the correct information
needed to report to the client.

0 The process that links people and information
is called:
a)
b)
c)
d)
Scope management
Human resource management
Time management

0 The process that links people and information
is called:
a)
b)
c)
d)
Scope management
Human resource management
Time management

Information is a key word here to tell you it is
communications management (choice C).

0 Which of the following leadership traits is
MOST important for a project manager?

a)
b)
c)
d)
Communication
Team building
Technical expertise
Project control

0 Which of the following leadership traits is
MOST important for a project manager?

a)
b)
c)
d)
Communication
Team building
Technical expertise
Project control

As project managers spend 90 percent of their
time communicating, the correct choice must be A.

0 Which of the following regarding performance
reporting is CORRECT?
a) It is done during project planning and project
executing
b) It is done during project planning and project
monitoring and control
c) It is done during project monitoring and controlling
and project closure
d) It is done during project executing and project
monitoring and controlling

0 Which of the following regarding performance
reporting is CORRECT?
a) It is done during project planning and project
executing
b) It is done during project planning and project
monitoring and control
c) It is done during project monitoring and
controlling and project closure
d) It is done during project executing and project
monitoring and controlling
Performance reporting is a control feature and is also done
during closure to report the final performance of the project.

0 Performance reporting is important during
administrative closure in order to:

a)
b)
c)
d)
Show progress made on activities

Communicate the teams success
Gain approval to start the lessons learned
Prove formal acceptance has been achieved

0 Performance reporting is important during
administrative closure in order to:

a)
b)
c)
d)
Show progress made on activities

Communicate the teams success
Gain approval to start the lessons learned
Prove formal acceptance has been achieved

Performance reporting during closure is to show progress made on projects, not activities
(choice A). Approval is not needed to start the lessons learned (choice C). Such reports
are used to gain formal acceptance, not to show that it has been achieved (choice D).
Agenda
0 Lecture:
0 Overview
0 Plan Project Communication
0 Manage Project Communication
0 Control Project Communication
0 In Class: Managing Project Communication
0 Review (time-permitting): Communication Methods
0 Close
Plan
Communicati
ons
Management
Manage
Communicati
ons
Control
Communicati
ons

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Project

What is Communications Management?

Of the common project problems. Lack of Communication

0 Beginning project managers

0 Better project managers

0 Great project managers

+ they ask stakeholders what they need communicated to

Paralingual communication the tone of voice used, its

in a project, it is vital to control as much as

Check Your Understanding

sending or receiving information. Which of

Check Your Understanding

sending or receiving information. Which of

The correct answer is D.

Check Your Understanding

members performance. What is the BEST

Formal written communication

Check Your Understanding

members performance. What is the BEST

Formal written communication

The correct answer is A.

Check Your Understanding

the sender _____ the receiver.

Check Your Understanding

the sender _____ the receiver.

The correct answer is D.

Check Your Understanding

negotiations, nonverbal communication skills

Check Your Understanding

negotiations, nonverbal communication skills

Project Procurement Management

associated with the Communications Management

Develop an approach and

Plan Communications Management

the project stakeholders:

0 Organizational structure has the biggest effect

on the communication requirements:

o Complexity breeds complexity

Plan Communications Management (10.1)

Plan Communications Management (10.1)

executed, monitored/controlled, and closed.

the people youre

going to communicate to.

0 Enterprise Environmental Factors

0 Organizational Process Assets

regarding comms issues and the results.

Plan Communications Management (10.1)

Analysis that may be used

0 Or where lack of communication can lead to failure.

The greater the number of project stakeholders, the

Plan Communications Management (10.1)

Plan Communications Management

Plan Communications Management

= 10 (was 6, now 10)

Plan Communications Management (10.1)

Plan Communications Management (10.1)

How information is sent and received between

Key components of the basic model of

Plan Communications Management (10.1)

Several communication methods are used

These methods are broadly classified as:

Information is distributed, but there is no

Used for large volumes of

Plan Communications Management (10.1)