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Learning Objectives Understand the importance of good communications in
projects.
Explain the elements of project communications planning.
Recognize the importance of good communications management for stakeholder relationships and for resolving issues.
List various methods for improving project communications, such as managing conflicts, running effective meetings, using e-mail and other technologies effectively, and using templates.
Communication Planning Understand the communication needs of the stakeholders
Information Distribution Making information available in a timely fashion
Performance Reporting Collecting & distributing performance information (status reports etc.)
Managing stakeholders Managing communication flows to satisfy the needs of stakeholders
Burke & Barron (2007) p.35
Types of Communication
Formal Written
Letters, emails, faxes, memos, minutes, drawings, specifications, reports
Informal written
Instant messaging, text, blogs, twitter / weibo, (group) wiki’s
Formal verbal
Presentations, reviews, meetings, briefings, phone calls,
Informal Verbal
Casual discussions, networking events
Nonverbal [Rich Pictures, Graphic facilitation, Personal Presentation] Body language
Key Documents• Project Mandate / Statement of Requirements
• Feasibility Report
• Project Plan
• Project Risk Plan
• Communications Plan
• Change Request(s)
• Project Close-out Report
• Lessons Learnt Report
Some templates are available at this site:http://www.prince-officialsite.com/Resources/Resources.aspx
Communications Plan
[Project Name] Communications Plan
Prepared by [name]
[date]
Contents Document History ......................................................................................................2
Document Location .......................................................................................................................... 2 Revision History ............................................................................................................................... 2 Approvals ......................................................................................................................................... 2 Distribution ...................................................................................................................................... 2
1. Objectives of the project .........................................................................................3 2. Communications objectives, principles and key messages ....................................3 3. Key Audiences .......................................................................................................4 4. Key Messages .......................................................................................................5 5. Communicators ...............................................................................................6 6. Methods of Communication ....................................................................................6 7. Communication Activities .................................................................................8 8. Evaluating Success ................................................................................................8
Stakeholder Sensitivities Information Needs Media Who Delivers Timing FeedbackWhat topics / issues is this stakeholder particularly interested in? (e.g. Sales personnel - sensitive to extra bureaucracy)
How is the information going to be delivered? E.g. Tesco sends out messages in different formats to project / core staff
Who is the right person to deliver the message?
Important. Too early may result in questions that are not resolved. Too late and it is already known in gossip
How will we know if the message has been understood?
Templates for Communication
Plans
Schramm’s model of communication
Source: http://coloursoflife16.blogspot.co.uk/2007_07_01_archive.htmlDownloaded 20th August 2014
FilteringFiltering
Field of Experience / Filter
• Language:
• Culture:
• Semantics: the receiver interprets the message based on their understanding of the meaning of the words used.
• Knowledge base: the receiver utilises a different knowledge base on which to interpret the message.
• Implication: the interpretation of the message based on assumptions.
Some of the common areas that cause filtering are:
Causes of Filtering
• Ethics: E.g. sender may consider honesty less important than upsetting people when reporting what happened.
• Reputation: E.g. sender has a reputation for exageration.
• Organisational status: the role and position that the sender and receiver have in the organisation may influence interpretation of the message.
• Emotional factors: the emotional loading of the words used may differ significantly. For example the interpretation of a comment such as “it’s a mess”.
• Situational factors: the current mindset of the receiver. E.g. they may be distracted by some personal issue.
Personal Preferences Affect Communication Needs
Introverts like more private communications, while extroverts like to discuss things in public.
Intuitive people like to understand the big picture, while sensing people need step-by-step details.
Thinkers want to know the logic behind decisions, while feeling people want to know how something affects them personally.
Judging people are driven to meet deadlines while perceiving people need more help in developing and following plans.
Non Verbal
Hand Gestures Facial Expressions
Body Language
Eye Contact
Distributing Information in an Effective and Timely Manner
Don’t bury crucial information.
Don’t be afraid to report bad information.
Oral communication via meetings and informal talks helps bring important information—good and bad—out into the open.
Barriers to Communication
• Playing power games: where communication is politically motivated.
• Withholding information: for example a cover-up of an error or omission.
• Management by memo: instructions via memo rather than face to face.
• Absence of communication channels: some recipients may not have access to the channel of communication that was assumed by the sender. For example email may be unavailable when out of the workplace.
• Spatial separation: geographical separation can influence the extent and quality of communication
Barriers to communication
16
• Emotional sensitivity: for example the receiver may be particularly sensitive to criticism.
• Hidden agendas: where the person may be influencing for an undisclosed reason.
• Background noise: the level of background noise can impede effective communication. The large number of emails now being sent is one type of background noise that impedes its use as an effective communication tool.
• Prejudices: personal prejudices and beliefs about types of people can impact the effectiveness of communication.
Conveying messages effectively• Be clear and concise • Avoid using jargon• Don’t brain dump - summarise• Explain first and finish with instructions of what
you want the receiver to do• Don’t waffle - stick to the point• Don’t confuse several messages in one - keep it
simple• If stating what to do and not to do finish with the
do statement
Running Effective Meetings Determine if a meeting can be avoided.
Define the purpose and intended outcome of the meeting.
Determine who should attend the meeting.
Provide an agenda to participants before the meeting.
Prepare handouts and visual aids, and make logistical arrangements ahead of time.
Run the meeting professionally.
Build relationships.
ListeningListening is a key component of communicating. A distinction is made between hearing and listening. True listening involves understanding.
Good listening skills are of major importance in managing projects.
The project manager needs to hear and understand the needs of the sponsor, team and stakeholders to be able to produce the best results for the project in the most effective way.
Listening techniques• Develop an appreciation of why we need to listen better.
• Do less talking and stop internally preparing the next thing to say while the other person is talking.
• Show you are listening – pay attention to the speaker, make supportive sounds and gestures.
• Ask yourself if you have really understood what has been said.
• Paraphrase back what they have said or take notes (depending on the context).
Listening techniques (cont.)…• Openness: be open in your communication style, show interest and curiosity.
• Focus: ignore distractions.
• Empathy: show an understanding of their situation, thoughts and feelings.
• Positive intentions: maintain a positive mindset to what you hear, avoid reacting negatively or criticising.
• Problem solving orientation: keep the focus on how to resolve or help the situation rather than on blame. Manage your emotional response and avoid confrontation.
Using E-Mail Effectively Make sure that e-mail is an appropriate medium for what you want to
communicate.
Be sure to send the e-mail to the right people.
Use meaningful subject lines.
Limit the content to one main subject, and be as clear and concise as possible.
Using E-Mail Effectively (cont’d) Limit the number and size of attachments.
Delete e-mail you don’t need, and don’t open e-mail if you question the source.
Make sure your virus software is current.
Respond to and file e-mails quickly.
Learn how to use important features.
