Area 7: Communications
Management
Learning Objectives
Discuss the role of soft skills in IT project management
Highlight the importance of good communications as one
means of achieving project success
Review key concepts related to communications
Explain the elements of planning project communications
Understand how to create a communications management
plan
Describe how to manage communications, including
communication technologies, media, and performance
reporting
Learning Objectives
Discuss methods for controlling communications to
ensure that information needs are met throughout the life
of the project
List various methods for improving project
communications, such as running effective meetings,
using various technologies effectively, and using
templates
Describe how software can enhance project
communications management
Introduction
Many project managers have executed the technical work
to perfection only to find out that stakeholders were not
satisfied because communication was poor.
Thus, project communication is sometimes more
important than the technical work. At least as important
However, communication when unexpected events occur
is the domain of project risk management.
Steady and effective communication with stakeholders
that prevents the occurrence of project issues falls under
this area of PM
Introduction
90% of project manager’s time is spent
communicating!!
Some common problems of communications in many
projects are
Inadequate communication,
one way communication,
incomplete messages and
unclear messages
Communication Management
There are three processes in this Area of PMBOK
1. Plan Communications Management
2. Manage Communications
3. Monitor Communications
1. Plan Communication Management
During this process, the stakeholders’ communication
requirements are determined.
These are documented in the communication mngt plan.
These requirements could be as follows;
Who needs what information?
When will they need it?
How will it be given to them
Who will give it to them
How will the information be stored and retrieved?
Communications Requirement Analysis
This tool is intended to focus on stakeholders needs for
information
This includes type of information and how the same will be
presented to the audience
A key input to this analysis is stakeholder register
If teams are virtual, it is even more critical to ensure that
communication between team members is covered within this
analysis
Communications Channels
There are many communication channels utilized by a project
manager
These include
Upward communication to management
Lateral communications to peers, other functional groups
and customers
Downward communications to subordinates
Communications Channels
Communication channels are the number of one-to-one
communications that exist for the team
More the channels more complex the communications
analysis
Communications Channels
There is a simple formula to determine the number of
communications
It is determined by (n[n-1]/2), where n indicates the number
of people.
For example, if 5 people work on a project, n=5
Communication channels = (5*4)/2 = 10.
With 7 people communication channels will be 21
Communications Technology
In analyzing communications, one must address the types of
technologies available to facilitate communications
Some considerations include
Urgency of information transfer,
The type of technology available,
The sensitivity or confidentiality of the information,
Amount of training required
Length of the project and
Number of virtual team member and stakeholders.
Communications Model
A basic communication model consists of the following
components: a sender, a receiver, a medium through which
message are sent and received, noise and feedback.
Barriers to Communication
In addition to large number of communication links required
as resources increase, other barriers also exist to deter
effective communication. Some of them are
Ineffective listening
Improper Encoding of messages
Improper Decoding of messages
Naysayers
Hostility
Language
Culture
Barriers to Communication
Language and Culture are especially common source of
problems in communication
Communication across cultures has many challenges
High-context language messages like Japanese, Arabic
require the reader or listener to know the situation and the
context that the message is discussing
Barriers to Communication
Low-context language messages like German, Swiss do not
require this knowledge.
Low – context communication is the more explicit and
straightforward communication pattern
https://www.youtube.com/watch?v=1vgRBENL5es
https://www.youtube.com/watch?v=DdfMI97IxLY&list=PL9WvLwMS1icR3UYiPrt6Vg_YGTu4v
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Communication Methods
3 categories of communication methods
1. Interactive: This include meetings, phone calls and
videoconference
Formal Verbal Communications: Presentations,
speeches
Informal Verbal Communications: Meetings,
conversations in informal groups
Communication Methods
2. Push: include letters, memos, reports, emails, faxes etc
that are sent to stakeholders.
Formal Written Communications: Should be used for key
documents like project plan, project charter, communicating
over long distance, complex problems, legal documents
Informal Written Communications: Should be used for
status updates and day to day communications
3. Pull: include intranet sites and knowledge repositories.
Used when large volume of information or a large audience
to reach based on the request of the consumer.
Communication Management Plan
This is an output of the Plan Communication Management
Process
It becomes part of project management plan and include
Stakeholder communications requirements
Information Required
Methods used to convey information
Reporting responsibilities
Distribution schedule
Performance reporting process
Communication Matrix
Use of communication Matrix can help identify and organize
this information.
Note that the organizational structure will influence the
information and distribution channels of a project.
The objective is to identify who is being communicated to,
when it is needed, how the communications will be distributed
and who is responsible for their delivery.
Sample communication matrix is displayed in the next slide.
2. Manage Communications
This deals with flow of information, especially work
performance reports among the stakeholders
Communicating effectively to ensure that information is
understood, and the stakeholders give feedback.
This depends on various techniques that include
Writing Style
Meeting management technique
Presentation Techniques
Facilitation Techniques
Listening Techniques
Manage Communications Process
Work Performance Reports are key input to manage
communication process
Types of performance reports include
Status reports
Trend and forecasting
Approved change requests
Process Updates
Risk monitoring and control outcomes
3. Monitor and Control Communications
This focuses on making sure stakeholders have the
information they need at the right time and the right format
The goal is to optimize flow of information
Earned Value techniques are very helpful in providing
answers to common time and cost performance queries
Project Manager needs to know whom to let know the delay
and whom to contact to get project on track.
Summary
Communication management is analogous to the central
nervous system which ensures that the right information
reaches the right stakeholder at precisely the right time in the
right format.
90% of project manager’s time is spent communicating!!
And he is solely responsible for ensuring project
communication.
Communication management is the major mechanism which
helps in getting all the project work done in the right manner.
It is important to manage the information flow in a systematic
and planned manner.
