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PMI CP > Communications > Flashcards

Communications Flashcards

1
Q

Full contents

A

Importance of effective communication
Communication strategy and plan
Stakeholder engagement.
Active listening.
Project governance
Obeya
Commitment-based Management™.
PMIS to improve communication
COMPASS

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2
Q

Key communication documents

A

Transmittals (cover sheet)
Contracts
Estimates
Schedules
Submittals (shop drawings, material data, samples and product data)
Memos and letters
Site diaries
Change orders
Warranties

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3
Q

7 principles of effective communication

A

Avoid being vague
Clear purpose
Decisiveness
Resolve conflicts
Asking questions
Allow others to speak
Clear outcome

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4
Q

Top 05 effects of poor communication

A

Time overruns
Disputes
Cost overruns
Rework
High accident rate

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5
Q

Top 5 causes of poor communication

A

Lack of effective communication
Poor communication skills
Language barrier
Lack of communication platforms
Improper communication channels

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6
Q

04 techniques to prevent ineffective communications

A

Running effective meetings
Conducting effective conversations
Active listening
Communication reviews

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7
Q

03 things to consider for communication strategy and plan

A

WHAT is the message
WHO is the audience
HOW will the message be communicated

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8
Q

8 elements of communication strategy and plan

A

Identify target audience
Identify stakeholder expectations
Define communication tools and methods
Define the target message
Classify the type of communication
Establish forums and frequency
Agree on an owner
Outline proposed branding guidelines

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9
Q

Key communication tools

A

PM scheduling and estimation tools
PMIS
ERP
Collaboration software
Block chain for smart contracts

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10
Q

Types of feedback loops

A

Positive (client identifies a change to design to increase value)
Negative (client identifies a design defect)
Internal
External

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11
Q

Feedback loops example

A
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12
Q

Stakeholder matrices

A

Power - Interest Matrix (who we should focus on)
Stakeholder Analysis Matrix (how we should engage)
Stakeholder Engagement Assessment Matrix (how effective is the engagement)

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13
Q

Power - interest matrix

A
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14
Q

Stakeholder analysis matrix

A
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15
Q

Stakeholder engagement matrix

A
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16
Q

6 steps for effective stakeholder communication

A

Summarize stakeholder information
Decide what you want from each stakeholder
Identify key message
Identify stakeholder communication approach
Implement stakeholder engagement plan
Receive stakeholder feedback

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17
Q

5 causes of resistance to change

A

Lack of effective communication
Lack of awareness of change objectives
Skill deficit
Poor org structure and poor management
Resource constraints

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18
Q

5 stages to manage resistance

A

Begin with a process perspective
Considers 03 techniques for resistance management (prevention, proactive management, reactive management)
Conduct anticipating resistance discussions
Integrate resistance management
Build resistance management skills

19
Q

Mehrabina’s rule of communication

A

55% body language
38% tone of voice
7% words spoken

20
Q

Active Listening - 04 elements of communication

A

Sender
Message
Channel
Receiver

21
Q

Active listening skills

A

Create time for listening
Listen with the intention to understand
Avoid interruptions and distractions
Process what you have heard and avoid judgement
Repeat for validation

22
Q

Choices in how we listen

A

Disagree and defend
Jump to a solution
Listen with intention

23
Q

What is project governance

A

Decision making within a framework

24
Q

04 benefits of governance structure

A

Single point of accountability
Proactive risks and issues management
Defined roles
Transparent communications

25
Q

Project governance best practice

A
26
Q

05 defining principles of good project governance

A

Clear project definition
Visibility of project performance information
Clear accountability
Effective contracting strategies
Rigorous reporting and communication

27
Q

08 components of project governance structure

A

Project governance framework
Roles and responsibilities
Stakeholder engagement
Meetings or forums
Communication and reporting
Risks and issues management
Assurance
Project controls processes

28
Q

What is Obeya

A

A Big Room that provides space and time for coordination and problem solving without organizational barriers
Obeya is based on the principles of lean management

29
Q

Conditions of Satisfaction CoS

A

Each COS is a commitment that all team members are responsible for delivering according to COS
Agreed priorities for the project
Decision making guide
Aligns team’s focus
COS are measurable but not always
Typically 8 to 15 COS - budget, schedule and safety included

30
Q

07 principles of Obeya

A

Aligned on the purpose
Visual elements
Advance work together
Problem solving
Effective teamwork
Engage the leadership
Regular meetings

31
Q

09 rules of Obeya

A

Preparation
Improvement
Effective onboarding
Positive reinforcement
Focus on learning
Safe confidential zone
No stripes
Speak up
Listen to others

32
Q

Considerations for physical space in Obeya

A

Large open room
Breakout spaces
Technology
Restrooms, kitchens
Visuals

33
Q

Obeya or Big Room Approaches

A

Colocated
Recurring
Virtual
Hybrid (mix of in-person and virtual)

34
Q

Problem solving techniques in Obeya

A

PDCA (plan, do, check, act)
A3 report

35
Q

A3 problem template

A

Background
Current state
Goals
Analysis
Proposal
Plan/Impact
Follow up

36
Q

What is CbM

A

Framework that brings clarity and purpose to drive actions using effective conversations
Commitments are made between a customer and a performer
Effective commitments have Conditions of Satisfaction

37
Q

04 stages of Commitment Based Management CbM

A

Preparation (ensure requests are clear and understood)
Negotiation (both parties agree, changes are managed)
Performance (regular dialogue during execution)
Feedback (constructive feedback)

38
Q

05 things that make a commitment more likely to happen

A

Commitment is publicly known
Commitment is actively negotiated
Commitment is voluntary and not forced
Commitment is explicit
Commitment is mission based

39
Q

PMIS

A

PMIS is not just a software, it is a collection of tools, methods and processes

40
Q

Key features of a PMIS

A

Scheduling
Resource management
Budget/costs
Control and performance
Reporting
Integration and ease of use
Project documents and data
Collaboration tools and social media

41
Q

Principles of PMIS

A

Any PMIS should be based on the following 05 principles

Performance improvement
Transfer of knowledge
Team collaboration
Widespread application
Value of information (do not add information that is not valuable)

42
Q

COMPASS

A

Communications Project Assessment Tool

43
Q

06 assessment categories

A

Accuracy (e.g. poor, conflicting)
Timelines
Completeness
Understanding (information expectations)
Barriers (understanding, accessibility etc.)
Procedures (lack of etc.)

44
Q

COMPASS Tool

A

04 sections
Introduction
Project information tab - filled by the PM
Communications questions - filled by respondents
Report

PMI CP (9 decks)

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