2. 10. COMMUNICATIONS MANAGEMENT: KEY
CONCEPTS
Communication is the exchange of information, intended or involuntary. The information
exchanged can be in the form of ideas, instructions, or emotions. The mechanisms by
which information is exchanged can be in:
Written form. Either physical or electronic.
Spoken. Either face-to-face or remote.
Formal or informal (as in formal papers or social media).
Through gestures. Tone of voice and facial expressions.
Through media. Pictures, actions, or even just the choice of words.
Choice of words. There is often more than one word to express an idea; there can be
subtle differences in the meaning of each of these words and phrases.
3. 10. COMMUNICATIONS MANAGEMENT: KEY
CONCEPTS
Communication activities have many dimensions, including but not limited to:
Internal. Focus on stakeholders within the project and within the organization.
External. Focus on external stakeholders such as customers, vendors, other projects,
organizations, government, the public, and environmental advocates.
Formal. Reports, formal meetings (both regular and ad hoc), meeting agendas and
minutes, stakeholder briefings, and presentations.
Informal. General communications activities using emails, social media, websites, and
informal ad hoc discussions.
4. 10. COMMUNICATIONS MANAGEMENT: KEY
CONCEPTS
Hierarchical focus. The position of the stakeholder or group with respect to the project
team will affect the format and content of the message, in the following ways:
Upward. Senior management stakeholders.
Downward. The team and others who will contribute to the work of the project.
Horizontal. Peers of the project manager or team.
Official. Annual reports; reports to regulators or government bodies.
Unofficial. Communications that focus on establishing and maintaining the profile and
recognition of the project and building strong relationships between the project team
and its stakeholders using flexible and often informal means.
Written and oral. Verbal (words and voice inflections) and nonverbal (body language
and actions), social media and websites, media releases
6. 10.1 PLAN
COMMUNICATIONS
MANAGEMENT
Important considerations that may need to be taken
into account include, but are not limited to:
Who needs what information, and who is
authorized to access that information;
When they will need the information;
Where the information should be stored;
What format the information should be stored in;
How the information can be retrieved; and
Whether time zone, language barriers, and cross-
cultural considerations need to be taken into
account.
7. 10.1.1 PLAN
COMMUNICATIONS
MANAGEMENT:
INPUTS
1. Project Charter
2. Project Management Plan (Resource, Stakeholder
plan)
3. Project Documents (Requirements documentation,
Stakeholder Register)
4. Enterprise Environmental Factors
5. Organizational Process Assets
8. 10.1.2 PLAN COMMUNICATIONS
MANAGEMENT: TOOLS AND
TECHNIQUES
1. Expert Judgment
2. Communication Requirements Analysis
The project manager should also consider the number of potential
communication channels or paths as an indicator of the complexity of
a project’s communications. The total number of potential
communication channels is n(n – 1)/2, where n represents the number
of stakeholders. For example, a project with 10 stakeholders has 10(10
– 1)/2 = 45 potential communication channels.
9. 10.1.2 PLAN COMMUNICATIONS
MANAGEMENT: TOOLS AND
TECHNIQUES
3. Communication Technology
Urgency of the need for information
Availability of technology
Ease of Use
Project environment
Sensitivity and confidentiality of the information
10. 10.1.2 PLAN COMMUNICATIONS
MANAGEMENT: TOOLS AND
TECHNIQUES
4. Communication Model
Encode.
Transmit Message.
Decode
Acknowledge.
Feedback/Response
12. 10.1.2 PLAN COMMUNICATIONS
MANAGEMENT: TOOLS AND
TECHNIQUES
5. Communication Methods
Interactive communication
Push communication
Pull communication
13. 10.1.2 PLAN COMMUNICATIONS
MANAGEMENT: TOOLS AND
TECHNIQUES
6. Interpersonal and Team Skills
Communication styles assessment
Political awareness
Cultural awareness
7. Data Representation
Stakeholder engagement assessment matrix
14. 10.1.2 PLAN COMMUNICATIONS
MANAGEMENT: TOOLS AND
TECHNIQUES
8. Meetings
The Plan Communications Management process requires discussion
and dialogue with the project team to determine the most appropriate
way to update and communicate project information, and to respond
to requests from various stakeholders for that information. These
discussions and dialogue are commonly facilitated through meetings,
which may be conducted face to face or online and in different
locations, such as the project site or the customer’s site.
15. 10.1.3 PLAN
COMMUNICATIONS
MANAGEMENT:
OUTPUTS
1. Communications Management Plan
Stakeholder communication requirements;
Information to be communicated, including
language, format, content, and level of detail;
Reason for the distribution of that information;
Time frame and frequency for the distribution of
required information and receipt of
acknowledgment or response, if applicable;
Person responsible for communicating the
information;
Person responsible for authorizing release of
confidential information;
Person or groups who will receive the information;
16. 10.1.3 PLAN
COMMUNICATIONS
MANAGEMENT:
OUTPUTS
1. Communications Management Plan (Cont…)
Methods or technologies used to convey the
information, such as memos, e-mail, and/or press
releases;
Resources allocated for communication activities,
including time and budget;
Escalation process identifying time frames and the
management chain (names) for escalation of
issues that cannot be resolved at a lower staff
level;
17. 10.1.3 PLAN
COMMUNICATIONS
MANAGEMENT:
OUTPUTS
1. Communications Management Plan (Cont…)
Method for updating and refining the
communications management plan as the project
progresses and develops;
Glossary of common terminology;
Flow charts of the information flow in the project,
workflows with possible sequence of authorization,
list of reports, and meeting plans, etc.; and
Communication constraints usually derived from a
specific legislation or regulation, technology, and
organizational policies, etc.
19. 10.1.4 PLAN
COMMUNICATIONS
MANAGEMENT:
QUESTIONS
The formula to calculate the number of communications
channels is:
What is the key output of the Plan Communications
Management process?
Who encodes the message as per the basic communication
model?
Which of the following is a Push
Communication Method?
Database
Intranet
Email
24. 10.2.2 MANAGE COMMUNICATIONS:
TOOLS AND TECHNIQUES
Types of Reports
Status report: This report describes where the project currently stands in relation to the
performance measurement baseline.
Progress report: A progress report describes what has been accomplished.
Trend report: This report examines project results over time to see if performance is
improving or deteriorating.
Forecasting report: This report predicts future project status and performance.
Variance report: A variance report compares actual results to baselines.
Earned value report: An earned value report integrates scope, cost, and Schedule
measurements to assess project performance.
25. 10.2.2 MANAGE COMMUNICATIONS:
TOOLS AND TECHNIQUES
Types of Reports
Progress metrics: Reports such as Cumulative Flow Diagrams and burnup
charts are used to assess performance.
Retrospective findings: This report is used to inspect, adapt, and improve
projects and team performance.
Lessons learned: Lessons learned report of performance and may be
used for future projects.
26. 10.2.2 MANAGE COMMUNICATIONS:
TOOLS AND TECHNIQUES
Interpersonal and Team Skills
Active Listening
Conflict Management
Cultural awareness
Meeting Management
Networking
Political awareness
28. 10.2.4 MANAGE
COMMUNICATIONS:
QUESTIONS
Collection and dissemination of Project Reports
to stakeholders is called:
What is the key output of the Manage
Communications process?
Which input includes status and progress
reports that are circulated in the Manage
Communications process?
31. 10.3.2 MONITOR COMMUNICATIONS:
TOOLS AND TECHNIQUES
Expert Judgment PMIS
Data Analysis
• Stakeholder engagement
assessment matrix
Interpersonal and
Team Skills
• Observation /
Meetings
32. 10.3.3 MONITOR
COMMUNICATIONS:
OUTPUTS
Work Performance Information
Change Requests
Project Management Plan Updates
(Communications, Stakeholder
engagement)
Project Documents Updates
Issue Log
Lessons Learned Register
Stakeholder Register
33. 10.3.4 MONITOR COMMUNICATIONS:
QUESTIONS
Monitor Communications is the process of ensuring that the information needs of
___________ are addressed.
A Change Request can result in the need for adjustment of communications activities
defined in the ___________________________.
35. Communication Mind Map
10.1
Plan
Comunications
Management
- Exp. Judg.
- Comm.
Requirement
Analysis N(N-1)/2
- Comm. Tech.
- Comm. Model
- Comm. Methods
- ITS
- Data Represent.
- Meetings
Project
Documents
PMP
Project
Charter
Comm. Mgmt.
Plan
10.2
Manage
Comunications
WPR - Comm. Tech.
- Comm. Methods
- Comm. Skills
- PMIS
- Project Reporting
- ITS
- Meetings
Project
Communications
10.3
Monitor
Comunications
WPD
- Exp. Judg.
- PMIS
- Data Analysis
- ITS
- Meetings
WPI
Change Request
Editor's Notes
Noise: some examples could be distance, cultural differences, lack of background information, etc.
Interactive communication. Between two or more parties performing a multidirectional exchange of information. It is the most efficient way to ensure a common understanding by all participants on specified topics, and includes meetings, phone calls, instant messaging, video conferencing, etc.
Push communication. Sent to specific recipients who need to receive the information. This ensures that the information is distributed but does not ensure that it actually reached or was understood by the intended audience. Push communications include letters, memos, reports, emails, faxes, voice mails, etc.
Pull communication. Used for very large volumes of information, or for very large audiences, and requires the recipients to access the communication content at their own discretion. These methods include intranet sites, e-learning, lessons learned databases, knowledge repositories, etc.
n(n-1)/2
The Communications Management Plan.
Sender.
Email.
5. Website
6. Interactive
Project Reporting.
Project Communications.
Work Performance Reports.
