The document discusses project communication management. It defines communication management as ensuring the right messages are sent, received, and understood by stakeholders. Effective communication involves both internal project stakeholders and external stakeholders. A project manager spends most of their time ensuring proper communication. The key aspects of communication management discussed are planning communication, managing ongoing communication according to the plan, and monitoring communication to ensure it is effective.

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Project Communication
Management
Mentor – G BOOBALAN PMP® CSM ®
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Table of Contents
• Communication
• Plan Communication Management
• Manage Communication
• Monitor Communication

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Project Communication Management
• Collection of Processes that help make sure the right messages are sent, received and understood by
the right people.
• Communication is a two way process of transferring information from one entity to another.
• A project Manager spends around 90 percent of the time in ensuring proper project communication.

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Key Concepts for
Communication Management
 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

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Communication activities have many
dimensions
 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.

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Communication activities have many
dimensions
 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 with Senior management.
• Downward with team.
• Horizontal with Peers.
 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.

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Communication Types
Communication can be either written or verbal. Further, it can be
formal or informal.
• In formal communication, certain rules should be followed.
• Informal communication takes a casual approach.
• Formal written
• Formal verbal
• Informal written
• Informal verbal

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1. Formal Written
• Progress Report
• Project Charter
2. Informal Written
• Email
• Text Message
3. Formal Verbal
• Briefings
• Scheduled Meeting
4. Informal Verbal
• Phone Call
• Unscheduled Meeting

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The Five Cs of Communication
• Correct grammar and spelling
• Concise expression and elimination of excess words
• Clear purpose and expression directed to the needs of the reader
• Coherent logical flow of ideas
• Controlling flow of words and ideas

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Effective
Communications
are Supported by
communication
skills, such as:
Listening actively
Awareness of cultural and personal
differences
Identifying, setting, and managing
stakeholder expectations
Enhancement of skills

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How communication would go wrong?

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Plan
Communication
Management
• What is it?
Process of developing an appropriate
approach and plan for project
communication activities based on the
information needs of each stakeholder or
group, available organizational assets,
and the needs of the project.
• Why?
The key benefit of this process is a
documented approach to effectively and
efficiently engage stakeholders by
presenting information in a timely
manner.

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Communication
Technology
• Communication technology refers to the various media
used for communication. Commonly used technologies for
communication are as follows:

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Factors that can
affect the
choice of
communication
technology:-
Urgency of the need for the information
Availability and reliability of technology
Ease of use
Project environment
Sensitivity and confidentiality of the information

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Communication
Models
The Transmission (Basic)
model
The Interaction Model
The Transaction Model

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Communication Methods
• Interactive communication
• Examples - meetings, phone calls, instant messaging,
some forms of social media, and videoconferencing.
• Push communication
• Example - letters, memos, reports, emails, faxes, voice,
mails, blogs, and press releases.
• Pull communication
• Example - web portals, intranet sites, e-learning, lessons
learned databases, or knowledge repositories.

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Techniques and Consideration for Effective
Communication
 Sender-receiver models. Incorporating feedback loops to provide opportunities
for interaction/participation and remove barriers to effective communication.
 Choice of media. Decisions about application of communications artifacts to
meet specific project needs, such as when to communicate in writing versus
orally, when to prepare an informal memo versus a formal report, and when to
use push/pull options and the choice of appropriate technology.
 Writing style. Appropriate use of active versus passive voice, sentence structure,
and word choice.

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……. Effective Communication
 Meeting management. Preparing an agenda, inviting essential participants, and
ensuring they attend. Dealing with conflicts within the meeting or resulting from
inadequate follow-up of minutes and actions, or attendance of the wrong people.
 Presentations. Awareness of the impact of body language and design of visual
aids.
 Facilitation. Building consensus and overcoming obstacles such as difficult group
dynamics, and maintaining interest and enthusiasm among group members.
 Active listening. Listening actively involves acknowledging, clarifying and
confirming, understanding, and removing barriers that adversely affect
comprehension.

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Communication Requirement Analysis
• Stakeholder Register
• Stakeholder Engagement Plan
• Locations of Stakeholders
• Number of Communication Channels

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Communication Channels
Number of communication channels can be calculated using formula
n * (n-1) / 2
Whereas n = the number of stakeholder
With 5 four member team, Communication channels would be
5* (5-1) / 2 = 10 Channels

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ITTO’s

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Manage
Communication

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Stakeholders' communication needs are satisfied according to the
Communications Management Plan.
Some of the formal data is recorded and archived.
We ensure the stakeholders communicate with each other just as
written in the Communications Management Plan.
The effective and efficient communications is ensured.
The Communications Management Plan may be updated.

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Communication
Blockers
May cause misunderstandings,
conflicts, uncertainties
Examples:
• Cultural differences
• Different language of stakeholders
• Background noise
• Antipathy
• The long distance between the stakeholders
who are communicating with each other

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Communication Skills
COMMUNICATION
COMPETENCE
FEEDBACK NONVERBAL PRESENTATIONS

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Interpersonal
and Team
Skills
Active
listening
Conflict
Management
Cultural
awareness
Meeting
Management
Networking
Political
awareness

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Giving is the Best way of communication

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Feedback Helps

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Cultural Awareness

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Conflict Management

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ITTO’s

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Monitor
Communication
Monitor Communications determines if the planned
communications artifacts and activities have had the
desired effect of increasing or maintaining
stakeholders’ support for the project’s deliverables
and expected outcomes.
Monitor Communications may require a variety of
methods, such as customer satisfaction surveys,
collecting lessons learned, observations of the team,
reviewing data from the issue log, or evaluating
changes in the stakeholder engagement assessment
matrix.

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Monitor
Communication
We measure whether we are following the
Communications Management Plan or not
Do the Information is being communicated with
the related stakeholders, by using the right
communication method?
Do the information is being delivered just on
time with the media mentioned in the
Communication Management man?
Are we satisfying the communication needs of
all of the stakeholders?

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How to Measure Communications
Questionnaires and
Surveys might be helpful
Issue Log can be used
Stakeholder Engagement
Assessment Matrix can
be used
Observation and
Conversation is the most
essential tool

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