Communication

Question 1

Communication is complex require a choice between

Answer 1

Sender-receiver models
• Choice of media
• Writing style
• Presentation techniques
• Meeting management

Question 2

PMBook sender-receiver model

Answer 2

look at diagram

Question 3

Medium (method to convey message)

Answer 3

1. Verbal (or oral)
   • Meetings, digital (e.g skype, zoom)
   • Meetings physical
   • Digital, (e.g. You-tube clips)
   • Phonecalls
   Paralingual; the tone and pitch of voice (33% of communication)
2. Non-verbal (55% of communication)
   • Written (7% of communication from words)
   • Gestures/ body language
   • Social networks, (e.g. Twitter, Facebook, LinkedIn)

Question 4

Medium (method to convey feed-back message listening)

Answer 4

1. Active listening: Receiver confirms message and asks for clarification
2. Effective listening: Receiver pays attention and thoughtfully responds and
   provides feedback

Question 5

Manage communications (stakeholders)

Answer 5

Identify stakeholders
Plan communications
Distribute information
Manage stakeholder expectations
Report Performance

Question 6

Manage communications

Identify stakeholders - inputs

Answer 6

Project objective
Organisational process assets
Enterprise
environmental factors 
Procurement documents

Question 7

Manage communications

Identify stakeholders - throughputs

Answer 7

Tools and techniques
• Stakeholder analysis
• Expert judgment

Question 8

Manage communications

Identify stakeholders - outputs

Answer 8

Stakeholder management strategy
Stakeholder register
RAM

Question 9

Manage communications

Plan communications - inputs

Answer 9

RAM
Stakeholder management strategy
Enterprise environmental factors
Stakeholder register

Question 10

Manage communications

Plan communications - throughputs

Answer 10

Tools and techniques
• Communication requirement
analysis
• Communication technology
• Communications models
• Communications methods

Question 11

Manage communications

Plan communications - outputs

Answer 11

Communication plan

Project plan updates

Question 12

Project manager - comms directions

Answer 12

Upward communication to management
Lateral communication to friends, social groups and formal/ informal organizations
Downward communication to subordinates and office personnel
Lateral communication to peers, functional groups and customers

Question 13

Dissemination and communication plan - example

Answer 13

Info type down the side (+ time interval) then people along the top

Question 14

Distribute information - inputs

Answer 14

Inputs
Project plan
Organisational process assets
Performance reports

Question 15

Distribute information - Throughput

Answer 15

Tools and techniques
• Communications methods
• Information distribution tools

Question 16

Distribute information - Output

Answer 16

Organisational process asset updates

Question 17

Manage stakeholder expectations - Inputs

Answer 17

Stakeholder register
Project plan
History of changes
Organisational process assets

Question 18

Manage stakeholder expectations - Throughput

Answer 18

Tools and techniques
• Communications methods
• Management skills
• Interpersonal skills

Question 19

Manage stakeholder expectations - Output

Answer 19

Organisational process asset updates
Change request
Project plan updates

Question 20

Report Performance - Inputs

Answer 20

Project plan
Work performance measures
Budget forecasts

Question 21

Report Performance - Throughput

Answer 21

Tools and techniques
• Communications methods
• Reporting systems
• Forecasting methods

Question 22

Report Performance - Output

Answer 22

Performance reports
Change request
Organisational process assets

Question 23

Barrier factors

Answer 23

• Internal
• External
• Human

Question 24

Internal factors

Answer 24

• Power
• Withholding information
• Management by memo
• Reactive emotional behavior
• Mixed messages
• Indirect communications
• Stereo typing
• Transmitting partial information
• Blocking or selective perception

Question 25

External factors

Answer 25

* Business environment * Political environment * Economic situation * Regulatory agencies * Technical competence

Question 26

Human factors

Answer 26

``` • Perception; individuals interpret the message differently due to lack of education, and/or region of experience • Personality; Like/ dislike of individuals, people tend to listen on interesting topics • Attitudes • Emotions • Prejudices • Language/ cultural • Interpretation ```

Question 27

Interpretation barriers

Answer 27

``` Communication goals • Communication skills • Frame of reference • Sender creditability • Needs • Personality and interest • Interpretational sensitivity • Attitude, emotion, and self-interest • Position and status • Personal assumptions • Relationship between sender receiver (authority) ```

Question 28

Sender

Answer 28

``` ”Logos” Logic / cause / evidence "Ethos" Credibility / trust ”Pathos” emotions ```

Question 29

”Ethos”: The sender must create credibility and confidence, by:

Answer 29

• Including personal elements in the content of the presentation (e.g. personal anecdotes, success stories), • Thinking about body language and language (i.e. eye contact, body language, voice variation, breaks) • Showing competence, credibility , and honesty during the presentation

Question 30

“Logos”: the sender’s task of teaching ("docere") based on a connection to the reality (i.e., and correct information.

Answer 30

The sender convince the receiver by showing: • Knowledgeable, • Well-structured, • Confident

Question 31

“Pathos”: The sender's task of creating and displaying commitment and emotions ("movers") to the receiver/ receivers for the content of the message (e.g. anger, frustration, joy, sadness, respect).

Answer 31

This is created by: • The use of a body language-consistent with the message and it’s content • Varying the tone (i.e. paralingual)

Question 32

Kick-off meeting

Answer 32

``` Participants • Project manager • Assistant project manager • Subject experts • Functional managers Subject examples • Project assumptions and constraints • Project’s organizational chart • Participant’s roles and responsibilities • Wages and salary administration • Information/ communication with stakeholders • Initial project scope technical and business objective • Definition of project success ```

Question 33

Kick-off meetings types

Answer 33

• Pre-Kickoff meeting: include all individuals who are expected to have an input to cost estimate. 6 weeks-3 months prior to estimate completion. • Review of Ground Rules Meeting: include project participants and project manager. Project participants have the opportunity to study and question about the material. • Resources Input and Review Meeting: include each team participant that has resources . Participants with resources present the input before the entire team. • Summary Meetings and Presentations: Include all project participants and project managers. A final presentation of cost estimation as a “dry run” for the final presentation to the company’s management or requesting organization.

Question 34

Evaluation of brainstorming meeting

Answer 34

Project resources • The solution should not require skills or resources the members of the group do not have or acquire Project management process • There must be a clear way to measure progress and success • There must be a common decision-making process • The steps to carry out the solution must be clear to all, and assigned to people with important roles • The process should be evaluated at milestones to decide if the project group is on the right track

Question 35

Project team meetings

Answer 35

• Start on time: if you wait – you reward tardy behavior • Develop agenda “objectives”: generate a list and proceed to avoid hung up on the order of topics • Allow each member to contribute in his own way; support, challenge and counter • Silence is not always mean agreement – seek options • Be ready to confront a verbal member • Make decisions • Assign roles and responsibilities • Agree on follow-up dates • Indicate the next step for the group • Set the time and place for the next meeting • End on time

Question 36

Project review meetings

Answer 36

• Meetings with the aim to keep the project manager and his team informed about the project’s status.

Question 37

Customer project review meetings

Answer 37

• Most critical meetings the project manager must prepare handouts/ material prior to the meeting • Review/ assessment and acceptance of quality of deliverables

Question 38

General assembly meeting

Answer 38

• Include stakeholders, financiers, customers, project managers, project team members, executives, project leader. Aim: • Presentation/ report of deliverables from work package tasks/ work packages/ the final project. • Discussion of major changes in project direction (i.e. of budget, objective, time schedule…) • To kick-off the project