Communication Management Flashcards
Information Exchanged
The information exchanged can be in the form of ideas, instructions, or emotions.
Written form. Either physical or electronic.
Spoken. Either face-to-face or remote.
Formal or informal (as in formal papers or social media).
Through gestures. Tone of voice and facial expressions.
Through media. Pictures, actions, or even just the choice of words.
Choice of words. There is often more than one word to express an idea; there can be subtle differences in the meaning of each of these words and phrases.
Factors that can affect the choice of communication technology
Urgency of the need for information. The urgency, frequency, and format of the information to be communicated may vary from project to project and also within different phases of a project.
Availability and reliability of technology. The technology that is required for distribution of project communications artifacts should be compatible, available, and accessible for all stakeholders throughout the project.
Ease of use. The choice of communication technologies should be suitable for project participants and proper training events should be planned, where appropriate.
Project environment. Whether the team will meet and operate on a face-to-face basis or in a virtual environment; etc.
Sensitivity and confidentiality of the information.
Communication models
Communication models can represent the communication process in its most basic linear form (sender and receiver), in a more interactive form that encompasses the additional element of feedback (sender, receiver, and feedback), or in a more complex model that incorporates the human elements of the sender(s) or receiver(s) and attempts to show the complexity of any communication that involves people.
Project reporting
Project reporting is the act of collecting and distributing project information. Project information is distributed to many groups of stakeholders and should be adapted to provide information at an appropriate level, format, and detail for each type of stakeholder.
Manage Communications
Manage Communications is the process of ensuring timely and appropriate collection, creation, distribution, storage, retrieval, management, monitoring, and the ultimate disposition of project information.
Noise
Noise includes any interference or barriers that might compromise the understanding of the message, such as the distraction of the receiver, variations in the perceptions of receivers, or lack of appropriate knowledge or interest.
Misunderstandings can be reduced but not eliminated through using the 5Cs of written communications
Correct grammar and spelling. Poor use of grammar or inaccurate spelling can be distracting and can also introduce distortions in the message, diminishing credibility.
Concise expression and elimination of excess words. A concise, well-crafted message reduces the opportunities for misunderstanding the intent of the message.
Clear purpose and expression directed to the needs of the reader. Ensure that the needs and interests of the audience are factored into the message.
Coherent logical flow of ideas. A coherent logical flow of ideas and using “markers” such as introduction and summaries of the ideas throughout the writing.
Controlling flow of words and ideas. Controlling the flow of words and ideas may involve graphics or just summaries.
Communication activities have many dimensions
Internal. Focus on stakeholders within the project and within the organization.
External. Focus on external stakeholders such as customers, vendors, other projects, organizations, government, the public, and environmental advocates.
Formal. Reports, formal meetings (both regular and ad hoc), meeting agendas and minutes, stakeholder briefings, and presentations.
Informal. General communications activities using emails, social media, websites, and informal ad hoc discussions.
Hierarchical focus. The position of the stakeholder or group with respect to the project team will affect the format and content of the message, in the following ways:
- Upward. Senior management stakeholders.
- Downward. The team and others who will contribute to the work of the project.
- Horizontal. Peers of the project manager or team.
Official. Annual reports; reports to regulators or government bodies.
Unofficial. Communications that focus on establishing and maintaining the profile and recognition of the project and building strong relationships between the project team and its stakeholders using flexible and often informal means.
Written and oral. Verbal (words and voice inflections) and nonverbal (body language and actions), social media and websites, media releases.
Communication Methods
Interactive communication. Between two or more parties performing a multidirectional exchange of information in real time. It employs communications artifacts such as meetings, phone calls, instant messaging, some forms of social media, and videoconferencing.
Push communication. Sent or distributed directly to specific recipients who need to receive the information. This ensures that the information is distributed but does not ensure that it actually reached or was understood by the intended audience. Push communications artifacts include letters, memos, reports, emails, faxes, voice mails, blogs, and press releases.
Pull communication. Used for large complex information sets, or for large audiences, and requires the recipients to access content at their own discretion subject to security procedures. These methods include web portals, intranet sites, e-learning, lessons learned databases, or knowledge repositories.
Organizational process assets
Organizational process assets:
Project records such as correspondence, memos, meeting minutes and other documents used on the project.
Planned and ad hoc project reports and presentations.
Push and Pull communication
Push communication is used to send information to specific recipients who need to know. Push communication is done using letters, faxes, memos, etc. Pull communication is used for large volumes of communications.
Communication
90% of a successful project manager’s time is spent on communications during the project. This makes the communications management plan the most important document on the project in terms of the project manager’s responsibilities.
Project management information systems
Project management information systems can ensure that stakeholders can easily retrieve the information they need in a timely way. Tools include:
Electronic project management tools. Project management software, meeting and virtual office support software, web interfaces, specialized project portals and dashboards, and collaborative work management tools.
Electronic communications management. Email, fax, and voice mail; audio, video and web conferencing; and websites and web publishing.
Social media management. Websites and web publishing; and blogs and applications, which offer the
opportunity to engage with stakeholders and form online communities.
Communication Channels Formula
n*(n-1)/2
