Created by ejlp12@gmail.

com, June 2010

10 - Project Communication Management

Project Management Training
Project Communication Management
Monitoring &
Controlling Processes
Planning
Processes

Enter phase/ Initiating Closing Exit phase/

Start project Processes Processes End project

Executing
Processes

Process
Knowledge Area Monitoring &
Initiating Planning Executing Closing
Contol

Distribute Information
Indentify Plan Report
Communication Communication
Manage Stakeholders -
Performance
Stakeholder
Expectations
Project Communication Management

• The process required to ensure timely and appropriate generation,

collection, distribution, storage, retrieval, and ultimate disposition of
project information.

• Project managers spend the majority of their time to communicate.

• Some potential dimensions of communication activity:
– Internal – external
– Formal – informal
– Vertical – horizontal
– Official – unofficial
– Written – oral
– Verbal –non-verbal
10.1 Identify Stakeholder
• The process of identifying all people or organizations impacted by the project,
and documenting relevant information regarding their interest, involvement, and
impact on project success.

Tools &
Inputs Outputs
Techniques
1. Project charter 1. Stakeholder analysis 1. Stakeholder register
2. Procurement 2. Expert judgment 2. Stakeholder
documents management strategy
3. Enterprise
environmental factors
4. Organizational process
assets
Stakeholder Analysis
• A technique of systematically gathering and analyzing quantitative & qualitative
information to determine whose interests should be taken into account throughout
the project.
High
•F •D
• Step 1: Identify all potential project Keep Manage
Satisfied Closely
stakeholders and relevant
information •C •G •A

Power
• Step 2: Identify the potential impact or •H
support each stakeholder could Monitor •B
Keep
(Minimum Effort)
generate and classify them so as to Informed

define an approach strategy. •E

• Step 3: Assess how key stakeholder Low

Interest High
are likely to react or respond in
various situation Sample grid showing classification model
 Output of Identify Stakeholder
• Stakeholder Register
Role in
Contact Department/ Attitude about
Name Project Company Impact Influence Main expectations Major requirement
Information Supervisor the project

• Stakeholder Management Strategy

- Defines an approach to increase the support and minimize negative impacts of
stakeholder.
- The information could be too sensitive to be shared.
- A common way of representing is by using a stakeholder analysis matrix.

Stakeholder Stakeholder interest(s) in Assessment of impact Potential strategies for gaining

the project support or reducing obstacles
10.2 Plan Communication
• The process of determining the project stakeholder information needs and
defining a communication approach.

Tools &
Inputs Outputs
Techniques
1. Stakeholder register 1. Communication 1. Communication
2. Stakeholder requirement analysis management plan
management strategy 2. Communication 2. Project document
3. Enterprise technology updates
environmental factors 3. Communication models
4. Organizational process 4. Communication
assets methods

90% of project manager’s time is spent for

communication
 Communication Requirement Analysis
• Includes communicating in all directions • Consider the number of potential
communication channels or paths
Customer, sponsor, Functional
managers, and Team Members

Other
Project The Other
Managers Project Projects

Other
Stakeholders

• Determine and limit who will communicate • Formula:

with whom and who will receive what
information.
 Communication Model
• Basic Communication Model
– The components in the model need to be taken into account when discussing project
communications.
– The sender is responsible for making information clear and complete so that the
receiver can receive it correctly, and for confirming that it is properly understood.

Noise
Encode Encode

Sender Mediu Sender

m
Decode Decode
Noise

• To make effective communication, sender/receiver need to be aware of these factors:

- Nonverbal: 55% of all communication is nonverbal
- Paralingual: pitch and tone of voice
- Effective listening
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

Project manager cannot control all communications but should try to control to
prevent miscommunication, unclear directions, and scope creeps.
 Communication Management Plan
Sample

Sample taken from PRINCETON PROJECT METHODOLOGY - PROJECT COMMUNICATION PLAN (rev. 10/03/03)
10.3 Distribute Information
• The process of making relevant information available to project stakeholders
as planned.

Tools &
Inputs Outputs
Techniques
1. Project management 1. Communication 1. Organizational process
plan methods assets updates
2. Performance reports 2. Information distribution
3. Organizational process tools
assets

Make sure the information are received, effective

and efficient.
10.4 Manage Stakeholder Expectations
• The process of communicating and working with stakeholders to meet their
needs and addressing issues as they occur.

Tools &
Inputs Outputs
Techniques
1. Stakeholder register 1. Communication 1. Organizational process
2. Stakeholder methods assets updates
management strategy 2. Interpersonal skills 2. Change requests
3. Project management 3. Management skills 3. Project management
plan plan updates
4. Issue log 4. Project document
5. Organizational process updates
assets
Managing Stakeholder Expectations

• Actively managing the expectation of stakeholders.

– Increase the likelihood of project acceptance by negotiating.
– Influencing their desire to achieve & maintain project goals.

• Addressing concerns that have not become issues yet

(anticipation).

• Clarifying and resolving issues that have been identified.

10.5 Report Performance
• The process of making relevant information available to project stakeholders
as planned.
Tools &
Inputs Outputs
Techniques
1. Project management 1. Cause and effect 1. Quality control
plan diagrams measurements
2. Quality metrics 2. Control charts 2. Validated changes
3. Quality checklist 3. Flowcharting 3. Validated deliverables
4. Work performance 4. Histogram 4. Organizational process
measurements 5. Pareto chart updates
5. Approved change 6. Run chart 5. Change requests
requests 6. Project management
7. Scatter diagram
6. Deliverables plan updates
8. Statistical sampling
7. Organizational process 7. Project document
9. Inspection
updates
assets
10. Approved change
request s reviews
Report must be truthful and not hide what is really
going on.
BACKUP SLIDES
Exercise
Situation Communication Type
Updating the project plan Formal Written
Presentations to management Formal Verbal
Trying to solve a complex problem Formal Written
Making notes regarding a telephone conversation Informal Written
Making changes to a contact Formal Written
Informing a team member of poor performance (first notice) Informal Verbal
Informing a team member of poor performance (second notice) Formal Written
Scheduling a meeting Informal Written
Clarifying a work package Formal Written
Requesting additional resources Informal Verbal
Trying to discover the root cause of a problem Informal Verbal
Sending an email to ask for clarification of an issue Informal Written
Holding a milestone party Informal Verbal
Conducting a bidder conference Formal Verbal

Table taken from PMP Exam Prep 6th Edition, Rita Mulcahy.
PM Skills

• Interpersonal skills
• Leadership
• Team building
• Motivation
• Communication
• Influencing
• Decision making
• Management skills
• Political & cultural awareness
•• Presentation
Negotiation skills
•• Negotiation
Etc.
• Writing skill
• Public speaking
• Etc.
Effective Meeting
• Plan or prepare the meeting
– Set a time/schedule and determine the participants.
– Have a clear purpose for each meeting & communicate it in the invitation.
– Create the agenda and distribute it in advance.

• Stick to the plan (discipline)

– Begin on time, end on time.
– Introduce the moderator and stipulate who will keep the minutes.
– End every agenda with a summary and consensus of the participants.

• Good follow-up
– Send the minutes showing the result along with the to do list.
– Get feedback from the participants.
– Monitor the status of all action items.
 Next topic:
11-Project Risk Management

Thank You