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Project Communications Management
Chapter 10
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What is Communications
Types of Communications and Communications
Barriers
10.1 Plan Communications Management
10.2 Manage Communications
10.3 Control Communications
KEY TERMS
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Why is Communications so important ?
Project Communications Management
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Knowledge
Area
Process
Initiating Planning ExecutingMonitoring &
ControlClosing
Human
Resource
10.1 plan
communication
management
10.2 Manage
Communications
10.3 Control
Communications
Enter phase/
Start project
Exit phase/
End project
Initiating
Processes
Closing
Processes
Planning
Processes
Executing
Processes
Monitoring &
Controlling Processes
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10.1 Plan Communications Management
The process of developing an appropriate approach and plan
for project communications based on stakeholder’s
information needs and requirements, and available
organizational assets.
10.2 Manage Communications
The process of creating, collecting, distributing, storing,
retrieving and the ultimate disposition of project information
in accordance with the communications management plan.
10.3 Control Communications
The process of monitoring and controlling communications
throughout the entire project life cycle to ensure the
information needs of the project stakeholders are met.
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• Communications consumes 90% of a Project Manager’s time.
Communication Model
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Communications Types
Formal written Complex problems, project management plan, project
charter, communicating over long distances
Formal verbal Presentations, speeches
Informal written E-mail, handwritten notes, text messages, instant messaging
Informal verbal Meetings, conversations
Nonverbal(body language)
• physical mannerisms
• 55% of all communication is nonverbal
Para lingual• Pitch and tone of voice also help to convey a spoken
message
Words
Effective listening
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Communication Barriers
Noise / Distance
Hostility
Language
Culture
Evaluative tendency
Improper Decoding
Personality and interest
Lack of responsive feedback
Withholding information
Mixed messages
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10.1- Plan communications Management
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10.1- Plan Communications Management.
• The process of developing an appropriate approach and
plan for project communications based on
stakeholder’s information needs and requirements, and
available organizational assets.
Who needs What
When he/she needs it
Who will deliver
How will it be delivered (report, email,verbal, … etc.)
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10.1- Plan Communications Management INPUTS
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1. Project Management Plan
2. Stakeholder Register
3. EEF
4. OPA
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2
)1( NN• Number of communication channels =
N= Number of people
1. Communication Requirements Analysis:
Determine information needs of the project stakeholder. (Number of
communications channels)
10.1- Plan Communications Management T & T
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2. Communication Technology:
• Availability of technology
• Urgency of the need for information.
• Project environment
• Sensitivity and confidentiality of the information
10.1- Plan Communications Management T & T
3. Communication Models
SenderSender
Encode
Decode
Encode
Decode
Noise
Noise
Medium
• Encode.
• Transmit Message.
• Decode.
• Acknowledge.
• Feedback/Response
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4. Communication methods :
• Interactive Communication
Most efficient way to ensure a common understanding E.g. meetings,
phone calls, video conferencing
• Push Communication
Does not certify that it reached or understood E.g. letters, email, press
release, faxes, voice mail
• Pull communication
Used for very large information volumes, very large audiences
E.g. intranet site, e-learning
10.1- Plan Communications Management T & T
5. Meetings
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1. Communications Management Plan:
Communications item: information for distribution
Purpose: The reason of the distribution
Start/end dates.
Medium and formality
Responsibility: who will distribute the information
Escalation Procedures
Glossary of Terminology
2. Project Documents Updates.
Project schedule / Stakeholder register.
10.1- Plan Communications Management Outputs
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Communications Management Plan:
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Quiz
The project manager has a team of 5 members. How
many communication channels?
A. 10
B. 15
C. 6
D. 30
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Quiz
The project manager has a team of 5 members. How
many communication channels?
A. 10
B. 15
C. 6
D. 30
Answer: B
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10.2- Manage communications
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10.2- Manage Communications.
The process of creating, collecting, distributing, storing,
retrieving and the ultimate disposition of project
information in accordance with the communications
management plan.
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Performance reporting
• Status report describes where the project currently stands regarding
the performance measurement baseline.
• Progress report describes what has been accomplished.
• Trend report examines project results over time to see if performance
is improving or deteriorating.
• Forecasting report predicts future project status and performance.
• Variance report compares actual results to baselines.
• Earned value report integrates scope, cost, and schedule measures
to assess project performance.
• Lessons learned documentation Reports on performance are used
as lessons learned for future projects.
10.2- Manage Communications INPUTS
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1. Communication Management Plan
2. Work Performance Reports
3. EEF
4. OPA
10.2- Manage Communications T & T
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Communication Technology
Communication Models
Communication Methods:
Performance Reporting
PMIS
Hard copies / Electronic communication Management /
Electronic Project Management Tools
10.2- Manage Communications Outputs
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1. Project Communication
Project Management Plan Updates
Project Document Updates
4. OPA Updates
Stakeholder Notifications
Project Reports
Project Presentations
Project Records (correspondences, memos,
project notebooks).
Feedback from stakeholders
Lessons Learned Documentation
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10.3- Control communications
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10.3- Control Communications.
The process of monitoring and controlling
communications throughout the entire project life cycle
to ensure the information needs of the project stakeholders
are met.
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10.3- Control Communications INPUTS
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1. Project Management Plan
2. Project Communications
Deliverables status / Schedule progress / Costs incurred.
3. Issue Log
4. Work Performance Data
5. OPA
10.3- Control Communications T & T
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1. PMIS
2. Expert Judgment
3. Meetings
10.3- Control Communications Outputs
1. Work Performance Information
2. Change Requests
3. Project Management Plan Updates
Project Documents Updates
Forecasts / Performance reports / Issue log.
5. OPA Updates
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Questions
1. A project manager has a problem with a team member's
performance. What is BEST form of communication for
addressing this problem?
A. Formal written communication
B. Formal verbal communication
C. Informal written communication
D. Informal verbal communication
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Questions
1. A project manager has a problem with a team member's
performance. What is BEST form of communication for
addressing this problem?
A. Formal written communication
B. Formal verbal communication
C. Informal written communication
D. Informal verbal communication
Answer : D
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Questions
2. Extensive use of ………… communication is most likely to
aid in solving complex problems.
A. Formal verbal
B. Informal written
C. Formal written
D. Nonverbal
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Questions
2. Extensive use of ………… communication is most likely to
aid in solving complex problems.
A. Formal verbal
B. Informal written
C. Formal written
D. Nonverbal
Answer : C
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Questions
3. The MOST likely result of communication blockers is that:
A. The project is delayed.
B. The trust level is enhanced.
C. Conflict occurs.
D. Senior management is displeased.
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Questions
3. The MOST likely result of communication blockers is that:
A. The project is delayed.
B. The trust level is enhanced.
C. Conflict occurs.
D. Senior management is displeased.
Answer : C
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Questions
4. Communications are often enhanced when
the sender ……………….. the receiver.
A. Speaks up to
B. Uses gestures when speaking to
C. Speaks slowly to
D. Shows concern for the perspective of
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Questions
4. Communications are often enhanced when
the sender ……………….. the receiver.
A. Speaks up to
B. Uses gestures when speaking to
C. Speaks slowly to
D. Shows concern for the perspective of
Answer : D
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Questions
5. 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.
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Questions
5. 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.
Answer : B
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Questions
6. Communication is key to the success of a project. As the
project manager, you had three stakeholders with whom you
needed to communicate. Therefore, you had six channels of
communication. A new stakeholder has been added with
whom you also need to communicate.
How many communication channels do you have now?
A. 7
B. 10
C. 12
D. 16
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Questions
6. Communication is key to the success of a project. As the
project manager, you had three stakeholders with whom you
needed to communicate. Therefore, you had six channels of
communication. A new stakeholder has been added with
whom you also need to communicate.
How many communication channels do you have now?
A. 7
B. 10
C. 12
D. 16
Answer : B
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Questions
7. Two people are arguing about what needs to be done to
complete a work package. In addition to the words being
spoken, if the project manager wants to know what is going
on, she should pay MOST attention to:
A. What is being said and when.
B. What is being said, who is saying it, and the time of day.
C. Physical mannerisms and when during the schedule this discussion is
taking place.
D. The pitch and tone of the voices, and physical mannerisms.
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Questions
7. Two people are arguing about what needs to be done to
complete a work package. In addition to the words being
spoken, if the project manager wants to know what is going
on, she should pay MOST attention to:
A. What is being said and when.
B. What is being said, who is saying it, and the time of day.
C. Physical mannerisms and when during the schedule this discussion is
taking place.
D. The pitch and tone of the voices, and physical mannerisms.
Answer : D
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Questions
8. You have just been assigned as project manager for a
large manufacturing project. This one-year project is about
halfway done. It involves 5 different sellers and 20 members
of your company on the project team. You want to quickly
review where the project now stands. Which of the
following reports would be the MOST helpful in finding such
information?
A. Work status
B. Progress
C. Forecast
D. Communications
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Questions
8. You have just been assigned as project manager for a
large manufacturing project. This one-year project is about
halfway done. It involves 5 different sellers and 20 members
of your company on the project team. You want to quickly
review where the project now stands. Which of the
following reports would be the MOST helpful in finding such
information?
A. Work status
B. Progress
C. Forecast
D. Communications
Answer : B look at the word quick
The status report is too detailed for a quick look
The progress report summarizes project status
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Questions
9. A team member is visiting the manufacturing plant of one
of the suppliers. Which of the following is the MOST
important thing to be done in any telephone calls the project
manager might make to the team member?
A. Ask the team member to repeat back what the project
manager says.
B. Review the list of contact information for all stakeholders.
C. Ask the team member to look for change requests.
D. Review the upcoming meeting schedule.
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Questions
9. A team member is visiting the manufacturing plant of one
of the suppliers. Which of the following is the MOST
important thing to be done in any telephone calls the project
manager might make to the team member?
A. Ask the team member to repeat back what the project
manager says.
B. Review the list of contact information for all stakeholders.
C. Ask the team member to look for change requests.
D. Review the upcoming meeting schedule.
Answer : A
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Questions
10. If a project manager wants to report on the actual project
results versus planned results, she should use a:
A. Trend report.
B. Forecasting report.
C. Status report.
D. Variance report.
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Questions
10. If a project manager wants to report on the actual project
results versus planned results, she should use a:
A. Trend report.
B. Forecasting report.
C. Status report.
D. Variance report.
Answer : D
