Non-Written Communication In Project Management

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Slides for the session at the PMI Global Conference 2006 EMEA, Madrid, Spain, May 2006

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Non-Written Communication In Project Management

  1. 1. Non-written communication in Project Management Dino Butorac, PMP IBM Session Number #PMB02
  2. 2. Objectives <ul><li>Managers of PM’s </li></ul><ul><ul><li>Why you should invest in non-written communication skills </li></ul></ul><ul><li>PM’s </li></ul><ul><ul><li>Provide arguments for discussions with your managers </li></ul></ul><ul><ul><li>Guidelines for fostering your skills </li></ul></ul>
  3. 3. Agenda <ul><li>Why it’s important </li></ul><ul><li>Message transfer model </li></ul><ul><li>Fostering the skills </li></ul><ul><li>Organization assessment </li></ul><ul><li>Personal improvement process </li></ul>
  4. 4. Projects <ul><li>Projects have goals and objectives </li></ul><ul><li>Many stakeholders involved </li></ul><ul><li>More stakeholders means more complex project environments </li></ul>
  5. 5. Number of relationships
  6. 6. Stakeholders <ul><li>Need for clear and efficient communication </li></ul><ul><ul><li>Project manager – Stakeholder </li></ul></ul><ul><ul><li>Stakeholder – Stakeholder </li></ul></ul>
  7. 7. Knowledge and skills <ul><li>How to get the message across </li></ul><ul><li>How to receive and understand the message </li></ul><ul><li>Improving chances of success </li></ul>
  8. 8. List of skills <ul><li>Defining the purpose </li></ul><ul><li>Organizing </li></ul><ul><li>Use of language and words </li></ul><ul><li>Use of voice </li></ul><ul><li>Gestures and body-language </li></ul><ul><li>Choice of communication channel </li></ul><ul><li>Active listening </li></ul>
  9. 9. Categories of Communication <ul><li>Written </li></ul><ul><li>Non-written </li></ul>
  10. 10. Written Communication <ul><li>Documenting </li></ul><ul><li>Archiving </li></ul><ul><li>The same message for many people </li></ul><ul><li>PM literature focus </li></ul>
  11. 11. PMBOK <ul><li>Interpersonal skills </li></ul><ul><ul><li>Effective communication </li></ul></ul><ul><ul><li>Motivation </li></ul></ul><ul><ul><li>Negotiation </li></ul></ul><ul><ul><li>Conflict management </li></ul></ul>
  12. 12. Project Communications Management <ul><li>“Processes that are required to ensure timely and appropriate generation, collection, distribution, storage, retrieval, and ultimate disposition of project information” – PMBOK Third Edition </li></ul>
  13. 13. Communication skills (PMBOK) <ul><li>Choice of media </li></ul><ul><li>Writing style </li></ul><ul><li>Presentation techniques </li></ul><ul><li>Meeting management techniques </li></ul>
  14. 14. Non-written communication <ul><li>Spoken communication </li></ul><ul><ul><li>Words and sentences </li></ul></ul><ul><ul><li>Voice </li></ul></ul><ul><ul><li>Body-language </li></ul></ul><ul><ul><li>Listening </li></ul></ul>
  15. 15. Non-written communication <ul><li>Types </li></ul><ul><ul><li>One on one </li></ul></ul><ul><ul><li>One to many </li></ul></ul><ul><li>Sequence of one-way message transfers in alternating directions </li></ul>
  16. 16. Why non-written communication skills are important? <ul><li>Environments with many stakeholders are complex </li></ul><ul><li>Project success largely depends on communication </li></ul><ul><li>Successful communication makes environment more efficient </li></ul><ul><li>Non-written communication – required and non-avoidable in many situations </li></ul><ul><li>Improvements mean better chances of success </li></ul>
  17. 17. Message transfer model SENDER RECEIVER CHANNEL
  18. 18. Message transfer model <ul><li>Message creating (sender) </li></ul><ul><li>Message transferring (channel) </li></ul><ul><li>Message receiving (receiver) </li></ul><ul><li>Message interpreting (receiver) </li></ul>
  19. 19. Miscommunication <ul><li>Message corruption can (and does) happen </li></ul><ul><ul><li>Message creating (sender) </li></ul></ul><ul><ul><li>Message transferring (channel) </li></ul></ul><ul><ul><li>Message receiving (receiver) </li></ul></ul><ul><ul><li>Message interpreting (receiver) </li></ul></ul>
  20. 20. Reversal of the roles <ul><li>Sender becomes the receiver and vice-versa </li></ul><ul><li>The whole process repeats in a sequence </li></ul>SENDER RECEIVER CHANNEL
  21. 21. Improving the process <ul><li>Message creating (sender) </li></ul><ul><li>Message transferring (channel) </li></ul><ul><li>Message receiving (receiver) </li></ul><ul><li>Message interpreting (receiver) </li></ul>
  22. 22. List of skills <ul><li>Defining the purpose </li></ul><ul><li>Organizing </li></ul><ul><li>Use of language and words </li></ul><ul><li>Use of voice </li></ul><ul><li>Gestures and body-language </li></ul><ul><li>Choice of communication channel </li></ul><ul><li>Active listening </li></ul>
  23. 23. Fostering the skills <ul><li>Learning </li></ul><ul><li>Practicing </li></ul><ul><li>Teaching </li></ul>
  24. 24. Learning the skills <ul><li>Formal education </li></ul><ul><ul><li>Classroom courses and seminars </li></ul></ul><ul><ul><li>E-learning </li></ul></ul><ul><ul><li>Mentoring </li></ul></ul><ul><li>Informal education </li></ul><ul><ul><li>Books </li></ul></ul><ul><ul><li>Articles </li></ul></ul><ul><ul><li>Message boards </li></ul></ul>
  25. 25. Practicing the skills <ul><li>At work </li></ul><ul><li>At home </li></ul><ul><li>At our hobbies </li></ul><ul><li>… </li></ul><ul><li>Communication skills development organizations </li></ul><ul><ul><li>Toastmasters International </li></ul></ul><ul><ul><li>International Training in Communication </li></ul></ul>
  26. 26. Teaching the skills <ul><li>If you want to really learn something – teach it! </li></ul><ul><li>Help others become easier to communicate with </li></ul>
  27. 27. Fostering the skills <ul><li>Learning </li></ul><ul><li>Practicing </li></ul><ul><li>Teaching </li></ul>
  28. 28. Organization assessment <ul><li>Level of PM’s skills </li></ul><ul><li>Organization awareness </li></ul>
  29. 29. Level of PM’s communication skills <ul><li>Assessing </li></ul><ul><li>Tracking and improving </li></ul><ul><li>Investing </li></ul><ul><li>Budget </li></ul>
  30. 30. Organization awareness <ul><li>Management awareness of communication skills importance </li></ul><ul><li>Management speaking highly of communication skills </li></ul><ul><li>Management inspiring PM’s to foster their skills </li></ul><ul><li>Management incentives in place </li></ul>
  31. 31. Improve the organization <ul><li>Improve yourself </li></ul><ul><li>Influence your management </li></ul><ul><li>Influence your colleagues </li></ul><ul><li>Influence others </li></ul>
  32. 32. Personal Improvement Process <ul><li>Decision </li></ul><ul><li>Assessment </li></ul><ul><li>Plan </li></ul><ul><li>Action </li></ul><ul><li>Feedback </li></ul>
  33. 33. Agenda (revisited) <ul><li>Why it’s important </li></ul><ul><li>Message transfer model </li></ul><ul><li>Fostering the skills </li></ul><ul><li>Organization assessment </li></ul><ul><li>Personal improvement process </li></ul>
  34. 34. Objectives (revisited) <ul><li>Managers of PM’s </li></ul><ul><ul><li>Why you should invest in non-written communication skills </li></ul></ul><ul><li>PM’s </li></ul><ul><ul><li>Provide arguments for discussions with your managers </li></ul></ul><ul><ul><li>Guidelines for fostering your skills </li></ul></ul>
  35. 35. Contact Information <ul><li>Dino Butorac, PMP </li></ul><ul><li>dino.butorac (at) hr.ibm.com </li></ul><ul><li>Session # PMB02 </li></ul>

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