Communications Management

	Communications Management

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[Reference Material to Study] [What to Study?] [Key Definitions] [Communications Management Processes] [Communications Management Concepts] [Sample Problems] [Sample Problem Answers] [Sample Questions] [Answers]

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There is a substantial amount of communications that must occur in any project. Information must be generated in a timely manner. It must also be collected, disseminated, stored, and destroyed at the appropriate time. The project communications management knowledge area contains the processes to get this job done. Each process has a set of input and a set of output. Each process also has a set of tools and techniques used to convert input into output.

Reference Material to Study

	- A Guide to the Project Management Body of Knowledge, Chapters 2 and 10 (1996 & 2000 edition) - PMBOK Q & A, PMI, 1997, Project Communications Management

	Human Resource Skills for the Project Manager, Chapter 1, Verma, Vijay K., 1996

	PMP Challenge, ESI International, Communications Section

What to Study?

The PMBOK phases of Project Communications Management: Communications Planning, Information Distribution, Performance Reporting, and Administrative Closure (Be familiar with Input, Tools and Techniques, and Output for each phase)
Know the difference between the general management skill of communicating and Project Communications Management. The general management skill of communicating is the broader subject and involves knowledge such as: sender-receiver models, choice of media, writing style, presentation techniques, and meeting management techniques.
Be familiar with the goals of interpersonal communication.
Understand how interpersonal communication works. (sender-receiver model)
Know the different methods of communication. (written, verbal, non-verbal such as body language)
Be familiar with the barriers to successful communication.
Be familiar with communication channels and links. Know the formula for communications channels: (N * (N - 1) ) / 2 See sample problem.
Be familiar with effective listening techniques.
Be familiar with the barriers to effective listening and the guidelines for active listening.
Know the four major communication styles: concrete-sequential, abstract-sequential, concrete-random, and abstract-random.
Know the amount of time project manager's spend communicating.

Key Definitions

Administrative Closure

Generating, gathering, and disseminating information to formalize phase or project completion.

Communications Planning

Determining the information and communications needs of the project stakeholders. This includes who needs it, when they will need it, and how it will be given to them.

Information Distribution

Making needed information available to project stakeholders in a timely manner.

Stakeholder

Individuals and organizations that are actively involved in the project, or whose interests may be positively or negatively affected as a result of project execution or project completion. They may also exert influence over the project and its results.

Communications Management Processes

Communications Planning

The process of determining the information and communications needs of the project stakeholders:
- Who needs what information?
- When will they need it?
- How will it be given to them?
Input includes:
- Communications requirements: sum of the information requirements of the project stakeholders.
- Communications technology: the technologies or methods used to transfer information back and forth among project elements.
- Constraints: factors that will limit the project management team's options.
- Assumptions: factors that will be considered true, real, or certain for planning purposes. (Assumptions generally involve a degree of risk and may be identified here or in the risk identification process).
Methods used: stakeholder analysis done to obtain the information needs of the various project stakeholders.
Output includes: Communications management plan. Includes:
- What methods will be used for gathering and storing information.
- Who should receive the information and how will it be sent.
- A description of the information to be distributed. (including formats)
- Schedules showing when each type of communication will be produced.
- A method for updating the communications plan.
- The Communications Management Plan is a subsidiary element of the overall project plan.

Information Distribution

The process of making needed information available to project stakeholders in a timely manner.
Input includes: work results, communications management plan, project plan.
Methods used:
- Communication skills
- Information retrieval systems
- Information distribution systems
Output includes: project records.

Performance Reporting

The process of collecting and disseminating performance information. This includes status reporting, progress measurement, and forecasting.
Input includes: project plan, work results, and other project records.
Methods used:
- Performance reviews: reviews held to assess project status and progress.
- Variance analysis: comparing actual project results to planned or expected results.
- Trend analysis: examining project results over time to determine if performance is improving or deteriorating.
- Earned value analysis
- Information distribution tools and techniques.
Output includes:
- Performance reports: gantt charts, s-curves, histograms, and tables.
- Change requests

Administrative Closure

The process of generating, gathering, and disseminating information to formalize phase or project completion.
Input includes:
- Performance measurement documentation
- Documentation of the product of the project
- Other project records
Methods used: performance reporting tools and techniques.
Output includes: project archives, formal acceptance of the project or phase, and lessons learned.

Communications Management Concepts

Goals of Interpersonal Communication

Understanding the exact meaning and intent of others.
Being understood by others.
Gaining acceptance for yourself and / or your ideas.
Producing action or change.

Interpersonal Communication

To ensure messages are received and understood, two-way communication is necessary.
Interpersonal communication is the process of sharing information with others.
Three basic elements of interpersonal communication:
- The sender (or encoder) of the message.
- The signal or the message.
- The receiver (or decoder) of the message.
Process of interpersonal communication:
- Sender determines what information to share and with whom and encodes the message.
- Sender transmits the message as a signal to the receiver.
- The receiver receives the message.
- The receiver decodes the message to determine its meaning and then responds accordingly.
- Communication is successful if the decoded message is the same as the sender intended.

Methods of Communication

Verbal:
- Advantages:
  - Timely exchange of information
  - Rapid feedback
  - Immediate synthesis of message
  - Timely closure
- Disadvantages: technical jargon especially in complex projects may make verbal communication difficult for non-technical people and other stakeholders.
- Three stages of effective verbal communication and presentation:
  - The introduction: Tell them what you're going to tell them.
  - The explanation: Tell them.
  - The summary: Tell them what you just told them.
Non-verbal:
- Encoding a message without using words. Usually done through body language.
- Total Message Impact = Words (7%) + Vocal tones (38%) + Facial expressions (55%)
- PM's may combine vocal and nonverbal factors but must be careful that the two do not present contradictory messages.
Written communication:
- The main aim of business writing is that it should be understood clearly when read quickly.
- The message should be well planned, simple, clear, and direct.
- Major steps to writing:
  - Establish the basic purpose of the message.
  - Collect and organize material.
  - Prepare draft.
  - Check the overall structure.
  - Send the message.

Macro-Barriers to Successful Communication

Information overload:
- Keep messages simple and direct.
- Provide sufficient information but not too much.
Lack of subject knowledge:
- Must have sufficient knowledge to send message.
- Must know level of understanding of receiver.
Cultural differences:
- Meanings and interpretations may vary among different cultures.
- Encourage team members to learn each other's cultures.
Organizational climate:
- Minimize the differences associated with status and ego within the organization.
- Encourage open and trusting atmosphere.
Number of links:
- Reduce the number of transmission links.
- The more links, the more opportunity for distortion.
- Be aware of entropy. 23-27% of message is lost in upward communication.

Micro-Barriers to Successful Communication

Perceptions:
- Sender's view of the receiver: how sender perceives the receiver's level of knowledge and ability to understand the message.
- Receiver's view of the sender: How the receiver personally feels about the sender may influence how carefully the receiver listens.
Message competition:
- Communicate only when you have the total attention of the recipient.
- Try to minimize noise or other factors contributing to message interference.
Project jargon and terminology:
- Define project terminology used in messages.
- Be aware of the use of project terminology and the intended audience.

Types of Project Communications

Interpersonal communication.
Communication with public and community.
Formal communication.
Informal communication.

Communication Channels and Links

The PM must recognize and understand the project's formal communication channels.
Three basic channels of communication:
- Upward communication (vertically or diagonally)
- Downward communication (vertically or diagonally)
- Lateral communication (horizontally)

Effective Listening

Effective listening is one of the most important skills for a PM to acquire and practice.
It helps develop mutual respect, rapport, and trust among project participants.
Verbal listening behaviors:
- Asking questions to clarify and gather more information.
- Paraphrasing what the speaker has said.
- Summarizing at intervals what the speaker has said to confirm what you have understood.
- Asking the speaker for examples.
- Ascertaining the speaker's feelings and acknowledging them. ("You seem angry.")
- Directing the speaker to the most appropriate listener. ("George can best help you with that.")
Non-verbal listening behaviors:
- Making eye contact.
- Being expressive and alert.
- Moving closer to the speaker.
- Listening for the intention behind the speaker's communication.
- Facial expressions, touching, use of space, use of time.

Barriers to Effective Listening

The mismatch between our speed of talking (100-400 words per minute) and our speed of thinking (approx. 600 words per minute) makes effective listening tough.
Some of the personal and environmental barriers that influence the overall effectiveness of communication include:
- Poor listeners: People do not talk freely when they know the audience isn't listening.
- Resistance to the message: People don't like to listen to something that is contrary to their preconceived ideas.
- Physical distractions: telephone calls, people coming in and out of office / meetings, etc.

Guidelines for Active Listening

Stop talking!
Show the speaker you are ready to listen:
- Silence: signals you are ready to listen.
- Few distractions: shut the door, put the phone on hold, etc.
- A receptive attitude: empathize with the speaker's point of view.

Communication Styles

The PM uses communication more than any other skill set to manage the project throughout its life cycle and ensure that team members are working cohesively and resolving problems.
Four communication styles:
- Concrete-sequential: (Mr./Ms. Fix-it)
  - Person likes to focus on ideas and tasks, thinks systematically and predictably.
  - Person wants to complete tasks and minimize change.
- Abstract-sequential: (Organizer)
  - Person who relies on logical analysis and systematic planning to solve problems.
  - These communicators are people and task-oriented, which makes them effect team builders.
  - A-S communicators prefer to have all information before making a decision, and they know how to control resources and information.
- Concrete-random: (Explorer / entrepreneur)
  - Person relies on people and technology, finds practical use for theories and models.
  - C-R communicators make decisions after thorough analysis and evaluation and excel at facilitating planning sessions, discussions, and changes.
- Abstract-random: (Intuitive free thinker)
  - Person views experiences from different perspectives and sees the big picture and the long-term view.
  - A-R communicators make good brainstormers because they can listen actively and enjoy the process of generating new ideas.

How PM's Spend their Time

Approximately 70-90% of project manager's time is spend communicating.
- Of the PM's time spend communicating, approximately 45% is spent listening.
- Another ~30% is spent talking.
PM's spend ~50% of their time in meetings.

Sample Problems

Communications Channels
1. How many communication channels are added when you add three people to a four person team?

Sample Problem Answers

Communications Channels

Question	Answer	Notes
1	15 communication channels are added	No. of channels for a 4 person team: (n(n-1))/2 (43)/2 = 6 No. of channels for a 7 person team: (7*6)/2 = 21 Therefore, adding 3 people to a 4 person team increased the no. of communication channels by 15. (21-6)

Sample Questions

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There are 65 questions related to the project communications management. Simply click the 'All Questions' link in order to go to them.

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Following is a list of the questions and the general subject of the question. Click the number in order to go directly to that question.

[1] Project Communications Management processes
[2] Communications Planning process output
[3] Information transmission
[4] PM time management
[5] Information processing
[6] Information transmission
[7] Meetings
[8] Major types of communications
[9] Performance reporting output
[10] Aid in achieving consensus
[11] Communication tools
[12] Communication responsibility
[13] Tight matrix
[14] Information transmission
[15] Communication model
[16] Leadership style
[17] Conflict management approach
[18] Organization types
[19] Formal acceptance
[20] Organization and the project manager
[21] Information retention
[22] Conflict resolution
[23] Information decoder / receiver
[24] Information retention
[25] Communication process
[26] Communication medium
[27] Communication barriers
[28] Conflict resolution
[29] Management styles
[30] Body language
[31] Communication medium
[32] Negotiation
[33] Communication techniques
[34] Communication forms
[35] Communication aspects
[36] Communication barriers
[37] Communication filtering
[38] Communication factors
[39] Information management
[40] Communication elements
[41] Communication "noise"
[42] Categories of communication
[43] Communication techniques
[44] Meetings
[45] Meetings
[46] Stakeholders
[47] Communication medium
[48] Meetings
[49] Communication techniques
[50] Documentation
[51] Information exchange
[52] Relationships
[53] Information exchange
[54] Information exchange
[55] Types of communication
[56] Information generation
[57] Meetings
[58] Meetings
[59] Meetings
[60] Meetings
[61] PM Time management
[62] Communications processes
[63] Communication transmission
[64] Project Documentation
[65] Project Closing

Answers

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