Communications Flashcards
Full contents
Importance of effective communication
Communication strategy and plan
Stakeholder engagement.
Active listening.
Project governance
Obeya
Commitment-based Management™.
PMIS to improve communication
COMPASS
Key communication documents
Transmittals (cover sheet)
Contracts
Estimates
Schedules
Submittals (shop drawings, material data, samples and product data)
Memos and letters
Site diaries
Change orders
Warranties
7 principles of effective communication
Avoid being vague
Clear purpose
Decisiveness
Resolve conflicts
Asking questions
Allow others to speak
Clear outcome
Top 05 effects of poor communication
Time overruns
Disputes
Cost overruns
Rework
High accident rate
Top 5 causes of poor communication
Lack of effective communication
Poor communication skills
Language barrier
Lack of communication platforms
Improper communication channels
04 techniques to prevent ineffective communications
Running effective meetings
Conducting effective conversations
Active listening
Communication reviews
03 things to consider for communication strategy and plan
WHAT is the message
WHO is the audience
HOW will the message be communicated
8 elements of communication strategy and plan
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
Key communication tools
PM scheduling and estimation tools
PMIS
ERP
Collaboration software
Block chain for smart contracts
Types of feedback loops
Positive (client identifies a change to design to increase value)
Negative (client identifies a design defect)
Internal
External
Feedback loops example
Stakeholder matrices
Power - Interest Matrix (who we should focus on)
Stakeholder Analysis Matrix (how we should engage)
Stakeholder Engagement Assessment Matrix (how effective is the engagement)
Power - interest matrix
Stakeholder analysis matrix
Stakeholder engagement matrix
6 steps for effective stakeholder communication
Summarize stakeholder information
Decide what you want from each stakeholder
Identify key message
Identify stakeholder communication approach
Implement stakeholder engagement plan
Receive stakeholder feedback
5 causes of resistance to change
Lack of effective communication
Lack of awareness of change objectives
Skill deficit
Poor org structure and poor management
Resource constraints
5 stages to manage resistance
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
Mehrabina’s rule of communication
55% body language
38% tone of voice
7% words spoken
Active Listening - 04 elements of communication
Sender
Message
Channel
Receiver
Active listening skills
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
Choices in how we listen
Disagree and defend
Jump to a solution
Listen with intention
What is project governance
Decision making within a framework
04 benefits of governance structure
Single point of accountability
Proactive risks and issues management
Defined roles
Transparent communications
Project governance best practice
05 defining principles of good project governance
Clear project definition
Visibility of project performance information
Clear accountability
Effective contracting strategies
Rigorous reporting and communication
08 components of project governance structure
Project governance framework
Roles and responsibilities
Stakeholder engagement
Meetings or forums
Communication and reporting
Risks and issues management
Assurance
Project controls processes
What is Obeya
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
Conditions of Satisfaction CoS
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
07 principles of Obeya
Aligned on the purpose
Visual elements
Advance work together
Problem solving
Effective teamwork
Engage the leadership
Regular meetings
09 rules of Obeya
Preparation
Improvement
Effective onboarding
Positive reinforcement
Focus on learning
Safe confidential zone
No stripes
Speak up
Listen to others
Considerations for physical space in Obeya
Large open room
Breakout spaces
Technology
Restrooms, kitchens
Visuals
Obeya or Big Room Approaches
Colocated
Recurring
Virtual
Hybrid (mix of in-person and virtual)
Problem solving techniques in Obeya
PDCA (plan, do, check, act)
A3 report
A3 problem template
Background
Current state
Goals
Analysis
Proposal
Plan/Impact
Follow up
What is CbM
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
04 stages of Commitment Based Management CbM
Preparation (ensure requests are clear and understood)
Negotiation (both parties agree, changes are managed)
Performance (regular dialogue during execution)
Feedback (constructive feedback)
05 things that make a commitment more likely to happen
Commitment is publicly known
Commitment is actively negotiated
Commitment is voluntary and not forced
Commitment is explicit
Commitment is mission based
PMIS
PMIS is not just a software, it is a collection of tools, methods and processes
Key features of a PMIS
Scheduling
Resource management
Budget/costs
Control and performance
Reporting
Integration and ease of use
Project documents and data
Collaboration tools and social media
Principles of PMIS
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)
COMPASS
Communications Project Assessment Tool
06 assessment categories
Accuracy (e.g. poor, conflicting)
Timelines
Completeness
Understanding (information expectations)
Barriers (understanding, accessibility etc.)
Procedures (lack of etc.)
COMPASS Tool
04 sections
Introduction
Project information tab - filled by the PM
Communications questions - filled by respondents
Report
