Pmp communication chapter 10

1. 1
Project Communications
Management
Chapter 10

2. 2
 What is Communications
 Types of Communications and Communications
Barriers
 10.1 Plan Communications Management
 10.2 Manage Communications
 10.3 Control Communications
KEY TERMS

3. 3
Why is Communications so important ?

4. Project Communications Management
3
Knowledge
Area
Process
Initiating Planning Executing
Monitoring &
Control
Closing
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

5. 5
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.

6. 6
• Communications consumes 90% of a Project Manager’s time.
Communication Model

7. 7
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

8. 8
Communication Barriers
 Noise / Distance
 Hostility
 Language
 Culture
 Evaluative tendency
 Improper Decoding
 Personality and interest
 Lack of responsive feedback
 Withholding information
 Mixed messages

9. 9
10.1- Plan communications
Management

10. 10
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.)

11. 11

12. 10.1- Plan Communications Management INPUTS
12
1. Project Management Plan
2. Stakeholder Register
3. EEF
4. OPA

13. 13
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

14. 14
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

15. 15
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

16. 16
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

17. 17
Communications Management Plan:

18. 18
Quiz
The project manager has a team of 5 members. How
many communication channels?
A. 10
B. 15
C. 6
D. 30

19. 19
Quiz
The project manager has a team of 5 members. How
many communication channels?
A. 10
B. 15
C. 6
D. 30
Answer: B

20. 20
10.2- Manage
communications

21. 21
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.

22. 22

23. 23
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.

24. 10.2- Manage Communications INPUTS
24
1. Communication Management Plan
2. Work Performance Reports
3. EEF
4. OPA

25. 10.2- Manage Communications T & T
25
Communication Technology
Communication Models
Communication Methods:
Performance Reporting
PMIS
Hard copies / Electronic communication Management /
Electronic Project Management Tools

26. 10.2- Manage Communications Outputs
26
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

27. 27
10.3- Control
communications

28. 28
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.

29. 29

30. 10.3- Control Communications INPUTS
30
1. Project Management Plan
2. Project Communications
Deliverables status / Schedule progress / Costs incurred.
3. Issue Log
4. Work Performance Data
5. OPA

31. 10.3- Control Communications T & T
31
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

32. 32
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

33. 33
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

34. 34
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

35. 35
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

36. 36
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.

37. 37
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

38. 38
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

39. 39
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

40. 40
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.

41. 41
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

42. 42
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

43. 43
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

44. 44
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.

45. 45
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

46. 46
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

47. 47
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

48. 48
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.

49. 49
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

50. 50
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.

51. 51
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