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PMP Communication ManagementTRANSCRIPT
Why?
It consumes 90% of a Project Manager’s time.
It weighs 14% in the PMP Exam !
Communication is Important!
5/30/2009 2Prepared by: Waleed El-Naggar
Encoding Decoding
Sender ---------Message ------- Receiver
Communication… is What?
5/30/2009 3Prepared by: Waleed El-Naggar
Project Communication Management
Identify Stakeholders
Plan Communications
Distribute Information
Manage Stakeholder Expectation
Report Performance
5/30/2009 4Prepared by: Waleed El-Naggar
10.1 Identify Stakeholders
Identify all people or
organizations impacted by the
project: e.g., Customers,
Sponsors, Team Members,
Suppliers (Internal & External),
and Labor unions
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Identify Stakeholders: Inputs Project Charter (provides information about
internal & external involved parties
Procurement Documents
Enterprise Environmental Factors (e.g.,
organizational culture, industry standards, … etc)
Organizational Process Assets (stakeholders
register templates, lessons learned, old project
documents, … etc)
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Identify Stakeholders: Tools & Techniques
Stakeholder Analysis: gathering & analyzing
information to determine stakeholder in 3 steps:
Identify all potential stakeholders & relevant
information (roles, departments, interests,
knowledge levels, expectations, and influence
levels).
Identify potential impact or support each
stakeholder could generate (power-interest)
Assess how key stakeholders are likely to
react or respond to various situations.5/30/2009 7Prepared by: Waleed El-Naggar
Expert Judgment: groups or individuals
specialized in certain areas such:
Senior management
Subject matter experts
Industry groups and consultants
Professional and technical associations
Project managers with experience in similar
project and
Identified stakeholders.
Identify Stakeholders: T & T (2)
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Identify Stakeholders: Outputs Stakeholder Register: it contains
Identification Information: name,
organizational position, location, role in
project, … etc.
Assessment Information: major requirements,
expectation, potential influence in project …
etc.
Stakeholder Classification: Internal/External,
supporter, neutral, resistor, … etc.
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Identify Stakeholders: Outputs (2)
11
Stakeholder Management Strategy: define an
approach to increase the support and minimize
negative impacts of stakeholder throughout the
whole project life cycle. It should define:
Key stakeholder (can significantly impact the
project).
Level of participation in the project
Stakeholder groups and their management.
5/30/2009 Prepared by: Waleed El-Naggar
How should the project manager manage the
stakeholders with high power in high interest in the
project?
A. Keep them satisfied
B. Manager Closely
C. Treat them equally to other stakeholders
D. Give their request a high priority
Answer: B
13
Quiz
5/30/2009 Prepared by: Waleed El-Naggar
Determining Stakeholder s’ information needs
and defining communication approach:
Who needs What
When he/she needs it
Who will deliver
How will it be delivered (report, email,
verbal, … etc)
Should be planned early and revised through
the whole project life.
Improper communication planning will lead to
significant problems
10.2 Plan Project Communication
5/30/2009 14Prepared by: Waleed El-Naggar
1. Stakeholder Register:
2. Stakeholder Management Strategy
3. Enterprise Environmental Factors:
Company’s culture, infrastructure, market
conditions etc.
4. Organizational Process Assets: Historical
records- lessons learned – templates-
guidelines & Procedures.
Plan Communications: Inputs
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1. Communication Requirements Analysis:
Determine information needs of the project
stakeholder. (Number of communications
channels)
Plan Communications: T & T (1)
N(N-1)/ 2
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2. Communication Technology: affected by
The urgency of the need for the information
The availability of technology
Expected Project staffing (experience,
training, … etc)
Duration of the project (Will technology
change?)
The project environment
Plan Communications: T & T (2)
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4. Communication Methods:
Interactive (meetings, phone calls, video
conferences, … etc)
Push Communications (letters, memos,
reports, emails, faxes, … etc)
Pull communications (Intranet, knowledge
repositories, … etc)
Plan Communications: T & T (4)
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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
Project Documents Updates (Schedule,
stakeholder Register, stakeholder strategy, … etc)
Plan Communications: Outputs
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Q: One Purpose of the Communication
Management plan is to offer:
A. Methods about how to gather & store
Information.
B. Measure the level of experience of each team
member.
C. Organize the project and the relationships of
stakeholder responsibilities.
D. Provide methods of releasing team members
after they are no longer needed.
Answer: A
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Q: The team has 5 team members as well as the
project manager. How many communication
channels?
A. 10.
B. 15.
C. 6
D. 30
Answer: B
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The process of making needed information
available to project stakeholders as planned.
Effective information distribution incudes
several techniques such as:
Sender-receiver models (feedback, barriers, … etc)
Choice of media
Writing style
Meeting management techniques
Presentation techniques
10.3 Distribute Information
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1. Communication Management Plan.
2. Performance reports (output of 10.5)
3. Organizational Process Assets
Guidelines
Templates
Historical Information
Distribute Information : Inputs
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Distribute Information: Tools & Techniques
1. Communication Methods:
2. Information Distribution Tools:
• Hard copies
• Electronic communication
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Types of Communication1. Non verbal Communication: 55% of conveying
the message, composed of behavior & Physical
Mannerisms.
2. Verbal Communication
Formal (Presentations- Speeches)
Informal (Meetings Conversations)
Types of Verbal Communication:
Para-lingual: Pitch & Tone of Voice
Active Listening
Effective Listening: Watching physical
gestures of the speaker.
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3. Written
Formal : In project plan, charter, long distances
& complex problems.
Informal : Memos, emails, notes.
Communication skills allow information to flow:
Internally
Externally
Vertically (up and down hierarchies)
Horizontally (along peers)
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Take care if the question is asking you
what is the total number of channels or
what is the additional number of channels.
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Communication Barriers (1)
Noise
Distance
Hostility
Language
Culture
Evaluative tendency
Improper Decoding
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Personality and interest
Position and status
Lack of responsive feedback
Withholding information
Mixed messages
Stereotyping
Communication Barriers (1)
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1. Updated Process Assets Updates;
Stakeholder Notifications
Project Reports
Project Records: correspondences – memos
– project notebooks.
Project Presentations: where the presenter
must determine;
Feedback from stakeholders
Lessons Learned Documentation
Distribute Information: Outputs
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Q: The most common negotiation problem that
occurs during negotiation is:
A. Each side might misinterpret what the other side
has said
B. Each side may give up on the other side
C. One side may try to confuse the other side
D. One side may be too busy thinking about what to
say next to hear what is being said
Answer A
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Working with stakeholders to meet their needs
and addressing issues as they occur.
Actively manage expectations of stakeholders to
increase likelihood of project acceptance.
Addressing concerns and issues.
Clarifying and resolving issues
10.4 Manage Stakeholders Expectations
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1. Stakeholder Register
2. Stakeholder Management Strategy
3. Project Management Plan
4. Issue Log
5. Change Log
6. Organizations Process Assets
Manage Stakeholders Expectations: Inputs
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1. Communication Methods
2. Interpersonal Skills
Building trust
Resolving conflicts
Active Listening
Overcoming resistance to change
3. Management Skills
Presentation Skills
Negotiation
Writing Skills
Public Speaking
Manage Stakeholders Expectations: Tools and Techniques
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1. Organizational Process Assets Updates
2. Change Requests
3. Project Management Plan Updates
4. Project Document Updates
Stakeholder management strategy
Stakeholder Register
Issue Log
Manage Stakeholders Expectations: Outputs
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Provides information regarding all PMP
Management Areas.
Emphasizes Forecasting.
10.5 PERFORMANCE REPORTING
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PERFORMANCE REPORTING: Inputs
1. Project Management Plan
2. Work Performance Information:
Deliverable status
Schedule Progress (CPI, SPI, … etc)
Cost incurred
3. Work Performance Measurements: to calculate
actual work performance versus plan.
4. Budget Forecast
5. Organizational Process Assets
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PERFORMANCE REPORTING: T & T
1. Variance Analysis
2. Forecasting Methods
Time series methods
Causal/econometric methods
Judgmental methods
Other methods
3. Communication Methods
4. Reporting Systems
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PERFORMANCE REPORTING: Outputs
1. Performance reports, e.g. Bar charts/Gantt
chart, S- Curves & resource Histograms.
2. Organizational Process Assets Updates
3. Change Requests
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Q: Of the Various tools & Techniques on Performance
Reporting, which one integrates scope, cost &
schedule information as key elements?
A. Real options Analysis
B. Variance Analysis
C. Earned Value Analysis
D. Schedule/ Cost Analysis
Answer C
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Q: At the end of each project, the project team should
prepare a lessons learned summary that focuses on all
of the following except:
A. Sharing Best Practices with other teams in the
organization
B. Warning others of potential problems
C. Suggesting methods to mitigate risks effectively to
ensure success
D. Sharing only the positive aspects of the project for
future replication elsewhere in the organization
Answer D
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Q: Extensive use of _______ communication is
most likely to aid in solving complex problems
A. Verbal
B. Written
C. Formal
D. Nonverbal
Answer B
Prepared by: Waleed El-Naggar 445/30/2009
Q: The WBS can be an effective aid for
communication in which situation?
A. Internal within the project
B. Internal within the organization
C. External with the customer
D. Internal and external to the project
Answer D
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Q: The Most Likely results of Communication blockers
is that:
A. The project is delayed
B. Trust level is enhanced
C. Conflict occurs
D. Senior management is displeased
Answer C
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Q: Communications are often enhanced when the
sender _____ the receiver
A. Speaks up to
B. Uses more physical movements when talking to
C. Talks slowly to
D. Shows Concern for the perspective of
Answer A
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