PMP Exam Preparation Course

Project Communication Management

1
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Project Communication Management

In this chapter we will understand How to identify stakeholders Different ways to manage stakeholders expectations to obtain positive support for project How to manage communication of the project What is a communication model How communication is related to team size and how to manage it
2
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Project Communications Management Processes

Project manager is primarily responsible for communication Major source of problems in projects arise due to poor communication Communication shall be appropriately timed PM shall emphasize on communications which will result in positive outcomes rather than information dumping.

3
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders

Inputs Tools & Techniques Outputs

1.

2.

3. 4.

Enterprise environmental factors Organizational process assets Project Charter Procurement Documents

1. 2.

Stakeholder Analysis Expert Judgement

1. 2.

Stakeholder Register Stakeholder management strategy

4
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders

It this process, Project Manager and Project Team identify all people or organizations impacted by the project Stakeholders interests may be positively or negatively impacted by the execution or completion of the project . (Positive and Negative Stakeholders) Stakeholder identification shall be carried out as early as possible, preferably during initiation and definitely prior to starting of planning. Project team shall attempt to maximize positive influences and mitigate potential negative impacts . An un-identified key stakeholder can potentially turn high risk to project.

5
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Tools & Techniques

1. Stakeholder Analysis :
In a large project, it may not be practical to manage all stakeholders at the same level. Stakeholders are classified according to their interest, influence and involvement in project. Project manager should follow steps while doing stakeholder analyses : Step 1 : Identify all potential project stakeholders and relevant information such as their roles, departments, interest, knowledge levels, expectations and influence levels . Key stakeholders are easy to identify and identifying other stakeholders is usually done by interviewing identified stakeholders and expanding the list until all potential stakeholders are included.

6
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Tools & Techniques

1. Stakeholder Analysis :
Step 2 : Identify the potential impact or support each stakeholder could generate and classify them so as to define an approach strategy . There are multiple classification models available including , but not limited to : Power/interest grid (Authority / Concern) Power/influence grid (Authority / involvement) Influence/impact grid (Involvement / ability to effect changes) Salience model (Classify stakeholders according to their power, urgency and legitimacy)
7
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Tools & Techniques

8
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Tools & Techniques

1. Stakeholder Analysis :
Step 3 : Access how key stakeholders are likely to react in various situations and plan how to influence them for their support and mitigate potential negative impact CEO Category High Power & High Influence Strategy Involve in all high level decisions. Doesnt like schedule delays and quality problems but not very specific with cost . However additional cost shall come with a value addition. Very particular about company image Will not tolerate any safety or environmental violations.
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com

9
2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Outputs

1. Stakeholder Register :
The main output of this process , contains all details related to the identified stakeholders including , but not limited to :
Identification information : Name, organizational position, location, role in the project, contact information Assessment Information : Major requirements , main expectations ,potential influence in the project, phase in the life cycle with the most interest Stakeholder Classification : internal/external, supporter/neutral/resistor, etc
10
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Outputs

1. Stakeholder Management Strategy : This strategy defines an approach to increase the support and minimize negative impacts of the stakeholders throughout the entire project life cycle . It includes elements such as :
Key stakeholders who can significantly impact the project Level of participation in the project desired for each identified stakeholder, and Stakeholder groups and their management ( as groups )

11
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.1 Identify Stakeholders : Outputs

1. Stakeholder Management Strategy : A common way of representing the stakeholder management strategy is a
stakeholder analysis matrix with column headers as shown below . Some of the information related to certain stakeholder management strategies could be too sensitive to be included in a shared document , hence the project manager must exercise his judgment with respect to the same :

Stakeholder

Stakeholder Interest(s) in the project

Assessment Of Impact

Potential Strategies for Gaining support or reducing obstacles

12
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication

The Plan Communications process involves determining the communication needs of the stakeholders by defining

the types of information needed the format for communicating the information, how often its distributed, and who prepares it. Communication planning includes communication within project, outside project and within project management team members. Plan communication shall be done as early as possible in project Shall concentrate on right information given at right format at right 13 time
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication

Inputs Tools & Techniques Outputs

1.

2.

3. 4.

Enterprise environmental factors Organizational process assets Stakeholder Register Stakeholder management strategy

1.

2.

3.

4.

Communications requirements analysis Communications technology Communication models Communication methods

1.

2.

Communications management plan Project document updates

14
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Tools & Techniques

1. Communication Requirement Analysis
Complexity of communication channels A project with N number of stakeholders have N(N-1)/2 possible channels of communications

15
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Not an Ideal Situation for Project

Client Client
Contractor Consultant Contractor Consultant

Sub-contractor

Project Manager

Sub-contractor

Project Manager

Suppliers

Engineers

Suppliers

Engineers

Authorities

Authorities

Madras Management Training W.L.L

Email: [email protected]

www.mmt-institute.com

2008 All Rights Reserved

PMP Exam Preparation Course

Determine and Limit Communication channels

17
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Communication Requirement Analysis

A key component is communication planning is to determine who will communicate with whom and who will receive what information. Project resources shall expended only on communicating information that contributes to success, or where a lack of information can lead to failure. This does not mean that bad news shall not be communicated, but concentrate on efforts that lead to success rather than information dumping.

18
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Tools & Techniques

2. Communication Technology
As part of the communications planning, the project manager should identify all of the required and approved methods of communicating. Communication modalities can also include meetings, reports, memos, e-mails, and so on. The project manager should identify which are the preferred methods of communicating based on the conditions of the message to be communicated.

19
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Communication Technology
Consider the following, which may have an effect on the communication plan:
Urgency of the information Technology Project staffing Project length Project environment

20
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Tools & Techniques

2. Communication Models :
Encode Translate thoughts or ideas into a language that understood by others Message and feedback message The output of encoding Medium The method used to convey the message Noise Anything that interfaces with the transmission and understanding of message (Distance, unfamiliar technology etc) Decode To translate message back into meaningful thoughts or ideas

21
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Tools & Techniques

2. Communication Models :

22
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Tools & Techniques

2. Communication Models :

23
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Tools & Techniques

2. Communication Methods :
Interactive communication - Between two or more parties in multidirectional (Phone calls, meetings, interviews). Most effective way. Push communication - Sent a specific information to specific recipients. Examples are letters, memos, e-mails, faxes etc. This ensures that message is sent but will but will not certify that it is actually received or understood. (Push the message to recipient) Pull communication Used for large volume of information and large audiences. Examples are internet sites, company data bases, e-learning etc. Recipients has to access the communication content (Pull out information) at their own discretion.
24
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Outputs

1. Communication

Management Plan : Based on stakeholder

analysis, the project manager and the project team can determine what communications are needed. The communications management plan documents How the communication needs of the stakeholders will be met, The types of information that will be communicated, Who will communicate it, Who receives the communication, The methods used to communicate,

25
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.2 Plan Communication : Outputs

2. Project Document Updates : Documents that may get updated include, but not limited to : Project schedule Stakeholder register Stakeholder management strategy

26
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.3 Distribute Information

Effective information distribution includes a number of techniques including :
Sender receiver models Choice of media Writing style Meeting management techniques Presentation techniques Facilitation techniques
27
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.3 Distribute Information

Inputs Tools & Techniques Outputs

1.

Project Management Plan - Communication management plan Performance Reports Organizational Process Assets

1. 2.

Communication Methods Information Distribution Tools

1.

Organizational process assets (updates)

1. 2.

28
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.3 Distribute Information Tools & Techniques

1. Communication Methods :
Individual and group meetings , video and audio conferences, computer chats, and other remote communication methods are used to distribute information .

29
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.3 Distribute Information Tools & Techniques

2. Information Distribution Methods :
Information can be distributed through some of the following methods, given project demands and available technology: - Hard copies - Electronic distribution - Electronic communications

30
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.3 Distribute Information - Outputs

1. Organizational Process Assets (Updates)
Lessons learned Project records Project reports Project presentations Feedback from stakeholders Stakeholder notifications

31
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.4 Manage Stakeholder Expectations

It is the process of communicating and working with the stakeholders to meet their needs and addressing issues as they occur PMI emphasize on the word ACTIVELY when it comes to stakeholder management PM shall actively manage stakeholders to Obtain project acceptance Negotiate and influence stakeholders for decisions favorable to project Obtain approval for change requests, if necessary Obtain approval on deliverables Active and proper stakeholder management = Lower the risks in your project
32
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.4 Manage Stakeholder Expectations

Inputs Tools & Techniques Outputs

1. 2.

3.

4. 5. 6.

Stakeholder Register Stakeholder Management Strategy Project Management Plan Issue Log Change Log Organizational process assets

1.

2. 3.

Communications methods Interpersonal Skills Management Skills

1.

2. 3.

4.

Organizational process assets (updates) Change Requests Project management plan (updates): Project Documents Updates

33
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.4 Manage Stakeholder Expectations : Tools & Techniques

1. Communication Methods : the methods of communication identified for each stakeholder in the communication management plan are utilized during stakeholder management Interpersonal Skills : building trust, resolving conflict, active listening, overcoming resistance to change ,etc Management Skills : management is an art of directing and controlling a group of people for the purpose of coordinating and harmonizing the group towards accomplishing a goal beyond the scope of individual effort . Management skills used by the project manager include but are not limited to : presentation skills, negotiation, writing skills and public speaking , etc

2. 3.

34
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.4 Manage Stakeholder Expectations : Outputs

1. Organizational Process Assets Updates : assets that may get updated include, but not limited to : Causes of issues, reasoning behind corrective actions chosen, and lessons learned from managing stakeholder expectations 2. Change Requests : change request to the product or the project. It may also include corrective or preventive actions 3. Project Management Plan Updates 4. Project Document Updates : docs that may get updated include, but are not limited to : Stakeholder Management Strategy, stakeholder register ,issue log, etc
35
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.5 Report Performance

Performance reporting keeps stakeholders informed about how resources are being used to achieve project objectives
Status reports describe where the project stands at a specific point in time Progress reports describe what the project team has accomplished during a certain period of time Forecasts predict future project status and progress based on past information and trends

36
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.5 Report Performance

Inputs Tools & Techniques Outputs

1.

2.

3.

4. 5.

Project Management Plan Work performance information Work Performance Measurements Budget Forecasts Organizational Process Assets

1. 2. 3.

4.

Variance Analysis Forecasting Methods Communication Methods Reporting Systems

1. 2.

3.

Performance reports Organizational Process Assets updates Change requests

37
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.5 Report Performance Tools & Techniques

1. Variance Analysis : Is an after- the- fact look at what caused a difference between the baseline and the actual performance . The process for performing variance analysis may vary depending on the application area , the standard used, and the industry If applicable , analyze the trends of the variances and document any findings about the sources of variation and the impact area .
38
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.5 Report Performance Tools & Techniques

2. Forecasting Methods : is the process of predicting future project performance
based on the actual performance to date. Forecasting methods may be classified in different categories : Time series methods Use the historical trend for projections Casual/econometric methods Regression analysis Predict a variable from data collected through statistical sampling using interpolation and extrapolation

Judgmental methods Other methods

39
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.5 Report Performance Tools & Techniques

3. Communication Methods : status review meetings can be used to exchange and analyze information about the project progress and performance . The project manager generally uses a push communication technique. 4. Reporting Systems : A reporting system provides a standard tool for the project manager to capture , store , and distribute information to stakeholders about the project cost, schedule progress, and performance .

40
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

10.5 Report Performance Outputs

There are several outputs to the Performance Reporting process:
Performance reports Organizational process assets updates Change Requests

41
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Performance Report Sample

42
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved

PMP Exam Preparation Course

Exam Points
One of the major purpose of communication is stakeholder management PM spends most of time communicating (Integration is achieved through communications Communication becomes difficult in Matrix / Functional organization and when virtual teams are used Noise is the biggest issue when multi cultural / multi language teams are involved.

43
Madras Management Training W.L.L Email: [email protected] www.mmt-institute.com 2008 All Rights Reserved