1. Based on the 4th Edition of PMBOKPROJECT COMMUNICATIONMANAGEMENTWaleed El-Naggar, MBA, PMP

2. Communication is Important! Why? It consumes 90% of a Project Managers time. It weighs 14% in the PMP Exam ! 5/30/2009Prepared by: Waleed El-Naggar 2 3. Communication is What?EncodingDecodingSender --------- Message ------- Receiver5/30/2009Prepared by: Waleed El-Naggar 3 4. Project Communication ManagementIdentifyStakeholders Plan Communications DistributeInformationManage Stakeholder ExpectationReport Performance5/30/2009Prepared by: Waleed El-Naggar 4 5. 10.1 Identify Stakeholders Identify all people or organizations impacted by the project: e.g., Customers, Sponsors, Team Members, Suppliers (Internal & External), and Labor unions5/30/2009 Prepared by: Waleed El-Naggar 5 6. Identify Stakeholders: Inputs Project Charter (provides information aboutinternal & external involved parties Procurement Documents Enterprise Environmental Factors (e.g.,organizational culture, industry standards, etc) Organizational Process Assets (stakeholdersregister templates, lessons learned, old projectdocuments, etc) 5/30/2009 Prepared by: Waleed El-Naggar 6 7. Identify Stakeholders: Tools & Techniques Stakeholder Analysis: gathering & analyzinginformation to determine stakeholder in 3 steps: Identify all potential stakeholders & relevant information (roles, departments, interests, knowledge levels, expectations, and influence levels). Identify potential impact or support each stakeholder could generate (power-interest) Assess how key stakeholders are likely to react or respond to various situations.5/30/2009 Prepared by: Waleed El-Naggar 7 8. Power-Interest Grid5/30/2009Prepared by: Waleed El-Naggar 8 9. Identify Stakeholders: T & T (2) Expert Judgment: groups or individualsspecialized in certain areas such: Senior management Subject matter experts Industry groups and consultants Professional and technical associations Project managers with experience in similarproject and Identified stakeholders.5/30/2009Prepared by: Waleed El-Naggar 9 10. Identify Stakeholders: Outputs Stakeholder Register: it contains Identification Information: name,organizational position, location, role inproject, etc. Assessment Information: major requirements,expectation, potential influence in project etc. Stakeholder Classification: Internal/External,supporter, neutral, resistor, etc.5/30/2009 Prepared by: Waleed El-Naggar 10 11. Identify Stakeholders: Outputs (2) Stakeholder Management Strategy: define anapproach to increase the support and minimizenegative impacts of stakeholder throughout thewhole project life cycle. It should define: Key stakeholder (can significantly impact theproject). Level of participation in the project Stakeholder groups and their management.5/30/2009 Prepared by: Waleed El-Naggar 11 12. Sample Stakeholder Mgmt Plan5/30/2009 Prepared by: Waleed El-Naggar 12 13. QuizHow should the project manager manage thestakeholders with high power in high interest in theproject?A. Keep them satisfiedB. Manager CloselyC. Treat them equally to other stakeholdersD. Give their request a high priority Answer: B5/30/2009Prepared by: Waleed El-Naggar 13 14. 10.2 Plan Project Communication Determining Stakeholder s information needs and defining communication approach: Who needs What When he/she needs it Who will deliver How will it be delivered (report, email, verbal, etc) Should be planned early and revised through the whole project life. Improper communication planning will lead to significant problems 5/30/2009Prepared by: Waleed El-Naggar 14 15. Plan Communications: Inputs1. Stakeholder Register:2. Stakeholder Management Strategy3. Enterprise Environmental Factors: Companys culture, infrastructure, market conditions etc.4. Organizational Process Assets: Historical records- lessons learned templates- guidelines & Procedures.5/30/2009 Prepared by: Waleed El-Naggar 15 16. Plan Communications: T & T (1)1. Communication Requirements Analysis: Determine information needs of the project stakeholder. (Number of communications channels) N(N-1)/ 2 5/30/2009 Prepared by: Waleed El-Naggar 16 17. Plan Communications: T & T (2)2. Communication Technology: affected byThe urgency of the need for the informationThe availability of technologyExpected Project staffing (experience, training, etc)Duration of the project (Will technology change?)The project environment5/30/2009Prepared by: Waleed El-Naggar 17 18. Plan Communications: T & T (3)3. Communication Models.5/30/2009Prepared by: Waleed El-Naggar 18 19. Plan Communications: T & T (4)4. Communication Methods: Interactive (meetings, phone calls, videoconferences, etc) Push Communications (letters, memos,reports, emails, faxes, etc) Pull communications (Intranet, knowledgerepositories, etc)5/30/2009 Prepared by: Waleed El-Naggar 19 20. Plan Communications: Outputs Communications Management Plan:Communications item: information for distributionPurpose: The reason of the distributionStart/end dates.Medium and formalityResponsibility: who will distribute the informationEscalation ProceduresGlossary of Terminology Project Documents Updates (Schedule,stakeholder Register, stakeholder strategy, etc)5/30/2009 Prepared by: Waleed El-Naggar 20 21. Q: One Purpose of the CommunicationManagement plan is to offer:A. Methods about how to gather & store Information.B. Measure the level of experience of each team member.C. Organize the project and the relationships of stakeholder responsibilities.D. Provide methods of releasing team members after they are no longer needed.Answer: A5/30/2009Prepared by: Waleed El-Naggar 21 22. Q: The team has 5 team members as well as theproject manager. How many communicationchannels?A. 10.B. 15.C. 6D. 30Answer: B 5/30/2009Prepared by: Waleed El-Naggar 22 23. 10.3 Distribute Information The process of making needed informationavailable to project stakeholders as planned. Effective information distribution incudesseveral techniques such as: Sender-receiver models (feedback, barriers, etc) Choice of media Writing style Meeting management techniques Presentation techniques5/30/2009Prepared by: Waleed El-Naggar 23 24. Distribute Information : Inputs1. Communication Management Plan.2. Performance reports (output of 10.5)3. Organizational Process Assets Guidelines Templates Historical Information5/30/2009Prepared by: Waleed El-Naggar 24 25. Distribute Information: Tools &Techniques1. Communication Methods:2. Information Distribution Tools:Hard copiesElectronic communication5/30/2009 Prepared by: Waleed El-Naggar 25 26. Types of Communication1. Non verbal Communication: 55% of conveying the message, composed of behavior & Physical Mannerisms.2. Verbal Communication Formal (Presentations- Speeches) Informal (Meetings Conversations)Types of Verbal Communication: Para-lingual: Pitch & Tone of Voice Active Listening Effective Listening: Watching physical gestures of the speaker.5/30/2009 Prepared by: Waleed El-Naggar 26 27. 3. WrittenFormal : In project plan, charter, long distances& complex problems.Informal : Memos, emails, notes.Communication skills allow information to flow: Internally Externally Vertically (up and down hierarchies) Horizontally (along peers)5/30/2009Prepared by: Waleed El-Naggar 27 28. Take care if the question is asking youwhat is the total number of channels orwhat is the additional number of channels. 5/30/2009 Prepared by: Waleed El-Naggar 28 29. Communication Barriers (1) Noise Distance Hostility Language Culture Evaluative tendency Improper Decoding5/30/2009 Prepared by: Waleed El-Naggar 29 30. Communication Barriers (1) Personality and interest Position and status Lack of responsive feedback Withholding information Mixed messages Stereotyping5/30/2009 Prepared by: Waleed El-Naggar 30 31. Distribute Information: Outputs1. Updated Process Assets Updates; Stakeholder Notifications Project Reports Project Records: correspondences memos project notebooks. Project Presentations: where the presenter must determine; Feedback from stakeholders Lessons Learned Documentation 5/30/2009Prepared by: Waleed El-Naggar 31 32. WHATEVER YOUR MESSAGEis;keep it clear and simple5/30/2009Prepared by: Waleed El-Naggar 32 33. Q: The most common negotiation problem thatoccurs during negotiation is:A. Each side might misinterpret what the other side has saidB. Each side may give up on the other sideC. One side may try to confuse the other sideD. One side may be too busy thinking about what to say next to hear what is being said Answer A 5/30/2009Prepared by: Waleed El-Naggar 33 34. 10.4 Manage Stakeholders ExpectationsWorking with stakeholders to meet their needsand addressing issues as they occur. Actively manage expectations of stakeholders toincrease likelihood of project acceptance. Addressing concerns and issues. Clarifying and resolving issues5/30/2009 Prepared by: Waleed El-Naggar 34 35. Manage Stakeholders Expectations:Inputs1. Stakeholder Register2. Stakeholder Management Strategy3. Project Management Plan4. Issue Log5. Change Log6. Organizations Process Assets 5/30/2009 Prepared by: Waleed El-Naggar 35 36. Manage Stakeholders Expectations:Tools and Techniques1. Communication Methods2. Interpersonal SkillsBuilding trustResolving conflictsActive ListeningOvercoming resistance to change3. Management SkillsPresentation SkillsNegotiationWriting SkillsPublic Speaking5/30/2009 Prepared by: Waleed El-Naggar 36 37. Manage Stakeholders Expectations:Outputs1. Organizational Process Assets Updates2. Change Requests3. Project Management Plan Updates4. Project Document Updates Stakeholder management strategy Stakeholder Register Issue Log5/30/2009Prepared by: Waleed El-Naggar 37 38. 10.5 PERFORMANCE REPORTING Provides information regarding all PMPManagement Areas. Emphasizes Forecasting. 5/30/2009Prepared by: Waleed El-Naggar 38 39. PERFORMANCE REPORTING: Inputs 1. Project Management Plan 2. Work Performance Information: Deliverable status Schedule Progress (CPI, SPI, etc) Cost incurred 3. Work Performance Measurements: to calculate actual work performance versus plan. 4. Budget Forecast 5. Organizational Process Assets 5/30/2009Prepared by: Waleed El-Naggar 39 40. PERFORMANCE REPORTING: T & T1. Variance Analysis2. Forecasting Methods Time series methods Causal/econometric methods Judgmental methods Other methods3. Communication Methods4. Reporting Systems 5/30/2009 Prepared by: Waleed El-Naggar 40 41. PERFORMANCE REPORTING: Outputs1. Performance reports, e.g. Bar charts/Gantt chart, S- Curves & resource Histograms.2. Organizational Process Assets Updates3. Change Requests5/30/2009 Prepared by: Waleed El-Naggar 41 42. Q: Of the Various tools & Techniques on PerformanceReporting, which one integrates scope, cost &schedule information as key elements?A. Real options AnalysisB. Variance AnalysisC. Earned Value AnalysisD. Schedule/ Cost Analysis Answer C5/30/2009Prepared by: Waleed El-Naggar 42 43. Q: At the end of each project, the project team shouldprepare a lessons learned summary that focuses on allof the following except:A. Sharing Best Practices with other teams in the organizationB. Warning others of potential problemsC. Suggesting methods to mitigate risks effectively to ensure successD. Sharing only the positive aspects of the project for future replication elsewhere in the organizationAnswer D 5/30/2009 Prepared by: Waleed El-Naggar 43 44. Q: Extensive use of _______ communication ismost likely to aid in solving complex problemsA. VerbalB. WrittenC. FormalD. NonverbalAnswer B 5/30/2009 Prepared by: Waleed El-Naggar 44 45. Q: The WBS can be an effective aid forcommunication in which situation?A. Internal within the projectB. Internal within the organizationC. External with the customerD. Internal and external to the projectAnswer D 5/30/2009 Prepared by: Waleed El-Naggar 45 46. Q: The Most Likely results of Communication blockersis that:A. The project is delayedB. Trust level is enhancedC. Conflict occursD. Senior management is displeased Answer C5/30/2009Prepared by: Waleed El-Naggar 46 47. Q: Communications are often enhanced when thesender _____ the receiverA. Speaks up toB. Uses more physical movements when talking toC. Talks slowly toD. Shows Concern for the perspective of Answer A 5/30/2009Prepared by: Waleed El-Naggar 47 48. Thank you waleed_k@aucegypt.edu5/30/2009 Prepared by: Waleed El-Naggar 48