Project implementation chapterTwo.ppt

Project Implementation and
Closure
(PPM 552)
Chapter Two
Communication and
Conflict Management
Dereje Teklemariam, PhD [Feb.2018] 1

Question?
With regard to communication and
based on your experience, how do
you judge Project Managers?
Good Communicators?
Communicate Effectively?

According to studies by PMI (2013):
 Effective communications to all stakeholders
was found the most crucial success factor in
project management. [effective communication leads
to more successful projects and hence allowing
organizations to become high performers].
 On an average:
 two in five projects do not meet the project’s
original goal or intent and
 one-half of those unsuccessful projects are related to
ineffective communications.

What possible causes you could
mention for Project Managers’
ineffective communication?
Discuss

PMI (2013) identified the following factors to contribute
for Project Manager’s ineffective communication:
 Stakeholders
 Large number with different expectations
 Team members
 May be quite a diverse group of people (cultural,
geographical, organizational, functional, level of
educational, age, etc)
 Ever changing situations
 Consider the changes and challenges

Communication and
Stakeholders

Communications Management
• Communication Management in Projects:
• “The processes required to ensure timely and appropriate
GENERATION, COLLECTION, DISTRIBUTION,
STORAGE, RETRIEVAL, and ultimate DISPOSITION of
project information” PMI (2013: 12).
• ….Should also linked with Project REPOSITORY
• Project Managers spend most of their time communicating
• Communication is complex; requiring choices between:
– Sender-Receiver models
– Choice of media
– Writing style
– Presentation techniques
– Meeting management, etc

The Generic Communication Model
• Encode – Translate thought to language
• Message – Output of encoding
• Medium – Method to convey message
• Noise – Interference with
transmission/understanding
• Decode – Translation back to thought/idea
Encode
Sender
Decode
Decode
Receiver
Encode
Message
Feedback -
Message
MEDIUM
Noise
Noise

Communication Model
• Communications model implies the requirement of
feedback in the system
• Key Terms
– Nonverbal – 55% of Communication
– Paralingual – Pitch and tone of voice
– Active listening – Receiver confirms message
and asks for clarification
– Effective listening – Receiver pays attention,
thoughtfully responds, and provides feedback

How Do We Manage Communications?
• Five processes:
– Identify Stakeholders
– Plan Communications
– Distribute Information
– Manage Stakeholder Expectations
– Report Performance
Plan
Communication
Distribute
Information
Report
Performance
Manage
Stakeholder
Expectations
Identify
Stakeholders

Identify Stakeholders
Project
Charter
Enterprise
Environmental
Factors
Organizational
Process Assets
Procurement
Documents
Stakeholder
Register
Stakeholder
Management
Strategy
Stakeholder
analysis
Expert Judgment
Inputs
Outputs
Tools & Techniques
Plan
Communication
Distribute
Information
Report
Performance
Manage
Stakeholder
Expectations
Identify
Stakeholders

Plan Communications
Stakeholder
Register
Enterprise
Environmental
Factors
Organizational
Process Assets
Stakeholder
Management Strategy Communications
Management Plan
Project Document
Updates
Communications
requirement analysis
Communications
technology
Communications models
Communications methods
Inputs
Outputs
Tools &
Techniques
Plan
Communication
Distribute
Information
Report
Performance
Manage
Stakeholder
Expectations
Identify
Stakeholders

Communication Requirement Analysis
(CRA)
• Who needs to know and how much?
• Communicate good and bad, but not too
much to overwhelm team
• Communication channels grow
exponentially not linearly as team members
are added!
# of Com Channels = N(N-1)/2
Where N = # of Stakeholders

Communications Mgmt Plan
• Who, what, when, and how information is to be
distributed
• Issue escalation process
Information
Type
D
istribution
Frequency
C
ham
pion
Project
M
anager
R
&D
D
istribution
Sales
and
M
arketing
File
Charter Revision      
Project Plan Revision      
Launch Plan Revision   
Product Specifications Revision    
Schedule Monthly      
Weekly Updates Weekly      
Project Minutes Weekly  
Project emails As-Appropriate 
Project Memos As-Appropriate  
Vendor Info As-Appropriate  
Progress Update Quarterly      
Contractor Info   
14
Dereje Teklemariam, PhD [Feb.2018]

Distribute Information
Organizational Process
Assets Updates
Information distribution tools
Inputs Outputs
Tools & Techniques
Project
Management Plan
Performance
Reports
Organizational
Process Assets
Plan
Communication
Distribute
Information
Report
Performance
Manage
Stakeholder
Expectations
Identify
Stakeholders

Distribution Techniques - Written
• Sort and Distribute
– Small projects only, issues with timely delivery of info
• Document Control Sort & Distribute
– Mid sized projects, issues with retention of staff qualified
to sort info
• Document Control Notification
– Daily list of all docs received emailed to team, who are
directed to central location for document review

Distribution Techniques - Verbal
• Where do team members get their information1?
– 7% from words
– 38% from tone
– 55% non-verbal cue
• Your presentation style is extremely important
1) From PMI Mile High Chapter PMP Prep Course

Manage Stakeholder Expectations
Stakeholder Register
Stakeholder
Management
Strategy
Project Management
Plan
Issue Log
Change Log
Organizational
Process Assets
Interpersonal skills
Management skills
Inputs
Outputs
Tools & Techniques
Organizational Process
Assets Updates
Change Requests
Project Management
Plan Updates
Project Document
Updates
Plan
Communication
Distribute
Information
Report
Performance
Manage
Stakeholder
Expectations
Identify
Stakeholders

Why Manage Stakeholders?
• We Retain1
– ____from reading
– ____hearing
– ____read and hear
– ____that we discuss
– ____of experiences
– ____that we teach
• We Retain1
– 10% from reading
– 20% hearing
– 30% read and hear
– 50% that we discuss
– 80% of experiences
– 90% that we teach
NB: Agreements without documentation will come back to haunt you!
1) From PMI Mile High Chapter PMP Prep Course

Report Performance
Variance analysis
Forecasting methods
Reporting systems
Inputs
Outputs
Tools & Techniques
Project
Management
Plan
Work
Performance
Information
Work
Performance
Measures
Budget Forecasts
Organizational
Process Maps
Performance
reports
Change
Requests
Organizational
Process Assets
Plan
Communication
Distribute
Information
Report
Performance
Manage
Stakeholder
Expectations
Identify
Stakeholders

Performance Reports
Common Types
 Gantt Charts
 S-Curves
 Histograms
 EVA Tables

Communication Summary
• An effective message must survive the
noise and return as feedback to the sender
• Channels increase exponentially with
additional people [ # = N(N-1)/2 ]
• Communicate and document to keep the
team and stakeholders happy and
productive!
• Don’t forget the role of Project Repository
• REMEMBER the 7 C’s of Communication

7 Cs OF Communication
• COMPLETENESS
• CONCISENESS
• CONSIDERATION
• CLARITY
• CONCRETENESS
• COURTESY
• CORRECTNESS

1.COMPLETENESS
Business message is complete when it
contains all facts the reader or listener
needs for the reaction you desire.
As you strive for completeness, keep the
following guidelines in mind;
Provide all necessary information
Answer all questions asked
Give something extra when desirable

COMPLETENESS
• Answer all questions that are asked
• Give something extra when desirable
• Check for five Ws & one H
– Who
– What
– When
– Where
– Why and
– How

Provide All Necessary Information
Answering the five W’s helps make messages
clear: Who, What, When, Where, and Why.
Answer All Questions Asked
Look for questions: some may even appear buried
within a paragraph. Locate them and then
answer precisely.
Give Something Extra, When Desirable
Use your good judgment in offering additional
material if the sender’s message was
incomplete.

Exercise-1
• You are the president of an industry association
and have received the following inquiry from an
out of town member:
“I think I would like to attend my first meeting of
the association, even though I am not
acquainted with your city. Will you please tell
me where the next meeting is being held?”
• How would you reply to this letter keeping in
mind Completeness of the message?

2.CONCISENESS
1. Eliminate wordy expressions
2. Include only relevant statements
– be focused
– Shorten & avoid long explanations
– avoid gushing politeness
3. Avoid unnecessary repetitions
– use short forms the second time
– use pronouns

Eliminate Wordy Expressions
Use single words in place of phrases. Even
Winston Churchill made extensive use of
simple, one syllable words.
Example
Wordy: At this time
Concise: Now
Wordy: Due to the fact that
Concise: Because

CONCISE
• Due to the fact that
• Employed the use of
• Basic fundamentals
• Completely eliminate
• Alternative choices
• Actual experience
• Connected together
• Final result
• Prove conclusively
• In as few words as possible

CONCISE
o Because
o Used
o Fundamentals
o Eliminate
o Alternatives
o Experience
o Connected
o Result
o Prove
o Concisely
o Due to the fact that
o Employed the use of
o Basic fundamentals
Completely eliminate
o Alternative choices
o Actual experience
o Connected together
o Final result
o Prove conclusively
o In as few words as possible

Include Only Relevant Material
Wordy: We hereby wish to let you know that
our company is pleased with the
confidence you have respond in us.

• Concise: We appreciate your confidence.

Exercise
• Find single word substitutes for the phrases:
 With regard to about
 Despite the fact that although
 At the present writing now
 Is of opinion that thinks
 In the first place first
 At a rapid rate fast

Exercise
• Rewrite the following by omitting articles,
trite (worn out) expressions, wordy
sentences and repetitions:

Exercise –contd.
• At this time I am writing to you to enclose
the post paid appointment for the purpose of
arranging a convenient time when we might
get-together for a personal interview.

Exercise –contd.
• Will you ship us sometime, any time during
the month of October , or even November
if you are rushed , for November will suit
us just as well , in fact a little bit better ,
300 of the regular three and a half inch
blue arm bands with white sewn letter in
the middle .

3. CONSIDERATION
Consideration means preparing every
message with the message receivers in
mind; try to put yourself in their place.
• You are considerate
• you do not lose your temper
• you do not accuse and you do not
charge them without facts
• the thoughtful consideration is also
called “you-attitude”.

CONSIDERATION
• Focus on YOU instead of I & WE
• Show reader benefit & interest
• Emphasize on positive & pleasant
• Apply integrity & ethics

Focus on “You” Instead of “I” or “We”
Using “you” does help
project a you-attitude. But
overuse can lead to a
negative reaction.

Show Audience Benefit or Interest in the
Receiver
Reader may react positively when benefits
are shown them. Benefits must meet
recipients:
– needs
– address their concerns, or
– offer them rewards
• Most important they must be perceived as
benefits by the receivers.

Ex.- Write with a ‘you ‘ attitude , it shows
consideration
• I want to send my congratulations for --
(Congratulations to you….)
• We will ship soon the goods of your order---
• We pay eight percent interest on -----

Ex -Avoid negative – unpleasant words to
show consideration
• It is impossible to open an account for you
today.
• When you travel on company expense, you
will not receive approval for first class
fare.

Ex : Show reader benefit or interest
• Because we have not written to you in
sometime , please help us bring our record
by filling and returning the other half of the
card.

4.CONCRETENESS
Communicating concretely means being specific,
definite, and vivid rather than vague and general.
Often it means using donatives (direct, explicit,
often dictionary based) rather than connotative
words (ideas or notions suggested by or
associated with a word or phrase)

CONCRETENESS
• Use specific facts and figures
• Put action into words
• Choose vivid image building words by
comparison & figurative language
• Use more adjectives and adverbs

Use Specific Facts and Figures
It is desirable to be precise and concrete in
both written and oral business
communication.

Example
Concrete, Precise
• In 1996, the GMAT
scores averaged 600; by
1997 they had risen to
610.
Vague, General,
Indefinite
• Student GMAT scores
are higher.

Put Action in Your Verbs
Verbs can activate other words and help
make your sentences alive, more
vigorous.
 Use active rather than passive verbs.
 Put action in your verbs rather than
nouns

Example
• Passive : The memo was sent by the
manager
Active:
• Passive: The scientist discovered the
formula.
Active:

Choose Vivid, Image-Building Words
Business writing uses less figurative
language than does the world of fiction.
Bland Image
This is a long
letter.
More Vivid Images
This letter is three
times as long as
you said it would.

Ex- Rewrite the following in
concrete form as the sentences are
too general and vague
• Our product has won several prizes.
• These brakes stop a car within a short
distance.

Ex: Put action into the words by using
active instead of passive voice
• Tests were made by us.
• A full report will be sent to you by the
supervisor.
• Mr. Singh will give consideration to the
report…

Ex : Use vivid image building words
– adjectives and adverbs , and use
less of abstract nouns
• The camera has a system that gives good
pictures.

5.CLARITY
Getting the meaning from your head to the
head of your reader (accurately) is the
purpose of clarity.
Of course you know it is not simple. We all
carry around our own unique
interpretations, ideas, experiences
associated with words.

CLARITY
• Choose short , familiar & conversational
words
• Construct effective sentences and
paragraphs by unity of idea and
sequencing
• Achieve appropriate readability by using
formal & informal language
• Include examples, illustrations & visual
aids

Choose precise, concrete and
familiar words
Unfamiliar:
After our perusal of pertinent data, the
conclusion is that a lucrative market exists
for the subject property.
Familiar:
The data we studies show that your
property is profitable and in high demand.

At the core of clarity is the sentences.
This grammatical statement, when clearly
expressed, moves thoughts within a
paragraph. Important characteristics to
consider are:
– Length
– Unity
– Coherence
– Emphasis
Construct Effective Sentences and
Paragraphs

Ex : Use simple words
• Subsequent later
• Accede agree
• Endeavour try
• Supersede replace
• Disclose show

6. COURTESY
True courtesy involves being aware not
only of the perspective of others, but also
their feelings. Courtesy stems from a
sincere you-attitude.

COURTESY
The following are suggestions for generating a
courteous tone;
• Be sincere , tactful, thoughtful and
appreciative
• Omit expressions that hurt , irritate, or insult
• Grant apologies graciously

Be Sincerely Tactful, Thoughtful, and
Appreciative
Though few people are intentionally abrupt or
blunt, these negative traits are a common
cause of discourtesy.
Tactless, Blunt
More Tactful
Stupid letter; I can’t
understand any of it.
Clearly, you did not
read my latest fax.
It’s my understanding…
Sometimes my wording
is not precise; let me try
again

Use Expressions that Show Respect
No reader wants to receive message that
offend.
You are offending
You failed to
Contrary to your inference
Inexcusable
Simply nonsense
Skip Irritating Expressions

Activity
• Bring courtesy in the following text:
Hey man, what’s this I hear about the good
news? You sure pulled a fast one this past
weekend-and then didn’t tell any of us about
it.
Give my regards to the little lady. And wish her
the best; she’ll need it.

More courteous
Warm congratulations on your wedding!
Well, you certainly took us by surprise. In
fact, just a few of us even suspected you
were taking off to get married. But even
though we did not hear about it, we wish
you the best.
Give our warm regards to your new
partner.

Choose Nondiscriminatory Expressions
Another requirement for courtesy is the use
of nondiscriminatory language that reflects
equal treatment of people regardless of
gender, race, ethnic origin, and physical
features.

Better expressions/Terms: “Man” words
• Freshman
New student, Entering student
• Manpower
Workers, Employees
• Man-made
Constructed, Manufactured, Built
• Chairman
Chairperson, Chair

Singular pronouns
• Anyone who comes to the class late will
get his grade reduced.
• Each manager has an assigned parking
place. He should park his car……….

Names
• Treat each gender with respect.
Examples:
• Ted Aprill and Ruth
Ted and Ruth Aprill
• Mrs Aprill and Ted
Ms. Aprill and Mr. Aprill

Titles
• Mr.
• Miss
• Mrs.
• Ms

Ex : Show courtesy by avoiding
tactless & blunt language
• Your letter is not clear at all:
• Obviously, if you would read your policy
carefully you will be able to answer these
questions yourself.

Ex : Use gender friendly substitutes
• The best man for the job
• Manpower
• Salesman
• Chairman

7.CORRECTNESS
At the core of correctness is proper
grammar, punctuation, and spelling.
However a message may be perfect
grammatically and mechanically but still
insult or lose a customer.

CORRECTNESS
• Use the right level of language
• Check accuracy of facts, figures and
words
• Maintain acceptable writing mechanics
• Choose non discriminatory language
• Use parallel language

The right level of language, accuracy, and
acceptable mechanics
• Select the right level of language for your communication
either formal or informal.
• Realize that formal language is most often used in business
communication.
• Check for correct figures, facts, and words.
• Apply the principles of accepted mechanics to your writing.

Use the Right Level of Language
• Formal and Less Formal Language
More Formal Less Formal
Participate
Procure
Endeavor
Join
Get
Try
Check Accuracy of Figures, Facts, and
Words
A good check of data is to have another person
read and comment on the validity of the material.

Few tips for effective verbal
messages
• Pay attention to the
receivers
• Repeat when needed
• Communicate bit by
bit
• Use varying
techniques
• Auditory/Visual/Kine
sthetic
• Be direct
• Consider your
audience
• Be clear
• Watch your non-
verbal signals

Summary
• What is Business writing?
• Types?
• 7 Cs of Communication
– COMPLETENESS
– CONCISENESS
– CONSIDERATION
– CLARITY
– CONCRETENESS
– COURTESY
– CORRECTNESS

Managing Conflict while
implementing Projects

Basic Conflict Analysis Framework
1. Identifies perspectives of all stakeholders
2. Goes beyond obvious conflict symptoms to the issues
3. Explores the sources and effects of the conflict
4. Considers the historical and social context
5. Examines the escalation or de-escalation of the conflict
6. Examines stakeholders’ options and their implications
7. Analyzes possibilities for peace and attempts at negotiation
8. Uses an effective style and medium for reports

Preventive strategies : Dysfunctional
conflicts
Early warning:
-To early action
- Early warning system
-Establishment
-Functioning

The Conflict Management strategies
- Depends on the Outcome and Nature of
Conflicts
- Functional conflicts.......Stimulation
- Dysfunctional conflicts.....Resolution
- Conflict prevention
- Conflict resolution and reconciliation

Conflict Management styles

• Use avoidance
– When an issue is trivial
– To temporarily delay, allow emotions to cool
• Use accommodation
– When you find you
are wrong
– As a favor, build relationship
• Use competition
– When quick, decisive action vital
– When don’t trust opponent

• Use compromise
 When goals are important but not worth
the effort/disruption of more assertive
approach
• Use collaboration
 When concerns are too important to be
compromised
 When objective is to merge insights, gain
commitment
 When have the time

Conflict management continuum

Questions

End of Chapter Two

Project implementation chapterTwo.ppt

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