Effective Communication Flashcards
1
Q
what are the 4 different types of communication
A
- verbal / non-verbal
- formal / informal
- conscious / sub-conscious
- active / passive
2
Q
what are the 4 key elements to effective communication
A
- stakeholder identification and analysis to establish the target audience
- the clarity of the message in order to ensure relevance and in accordance with the PM to foster trust and commitment
- a system for message delivery in order to ensure that the appropriate message is provided to the appropriate stakeholder at the appropriate time in the project
- a system of monitoring and feedback to assess the effectiveness of the communication process.
3
Q
what are the 4 objectives of the communications process
A
- keep a high level of awareness and commitment
- ensure that expectations do not deviate out of line with what will be delivered
- explain what changes will be made and when these will be effected
- describe the desired future outcome.
4
Q
what are the 5 main media used to communicate
A
- oral, face to face – the most successful and media rich communication method and is achieved through vocal, verbal and visual (body language and hand gestures)
- oral, not face to face – typically telephonic in nature, but misses the visual impact
- visual – this could be through displays and exhibitions
- electronic – the use of the internet proliferates and the use of email can be limited. websites can incorporate visual images as well as words and web meetings are an excellent alternative to face to face meetings
- written – typically letters, newsletters, reports, notice boards and posters spring to mind, limited to using words and visual images.
5
Q
what 4 factors affect communication
A
- physical
- psychological
- cultural
- technical
6
Q
what are 8 specific factors affecting communication
A
- clarity of ideas - Having good understanding of what you want to communicate is a key factor in the recipient’s understanding. Poor structure leads to difficulties in picking out the important points.
The project manager can ensure that the main messages are highlighted and repeated as necessary throughout the communication - purpose - What are you trying to achieve? Instruction or direction? For information? To get a decision? To persuade or influence? Consider how it is best highlighted and achieved.
- environment - Noise, temperature and comfort fall into this category. They affect the ability to communicate and the enthusiasm of the participants.
Other factors include location, presence of other people and the immediate surroundings (i.e. cramped or spacious, tidy or messy).
It is important to be sensitive to how others are reacting to their environment and, if it is having an adverse effect, try to remedy the problem. - background - Consider the other party’s role, experience and knowledge, communication preferences and what their expectations or prejudices may be. Social and cultural differences must also be carefully considered especially in an international context.
- delivery - Poor structure leads to difficulties in picking out the important points.
Be aware of tone and body language as well as the basic content of the message.
Timing and personal space are external factors but still a function of the individual. - usefulness - The recipient of a message is more likely to pay attention when they recognise there is some way in which they will gain. Considering the ‘WIIFM’ (What’s In It For Me) of the recipient can help to focus the message on the areas to which the recipient will respond.
- follow-up - Support words with deeds. Failing to comply with commitments can lead to a lack of trust and credibility. Positive communication is reinforced when actions are carried out as agreed.
- listening - Demonstrating active listening is perhaps one of the most effective tools in communication, and failing to listen is often cited as one of the biggest problems.
7
Q
what 5 elements should be in a project communication management plan
A
- Who needs to receive or send information – this start with stakeholder identification and analysis of their needs and expectations
- Why do they need to send or receive the information – the purpose of communicating the information is important
- When do they need to send or receive the information – the frequency of disseminating information and particular deadlines needs to be understood
- What media is best suited for the sending or receiving – consideration of electronic versus hard copy must be undertaken
- What format will be applied to the information sent or received – particularly when sharing information electronically, the means of accessing the information needs to be understood – there is no sense in sending information in a format that cannot be opened
8
Q
what 7 basic points should be included in a communication plan
A
- audience - who
- content - what
- purpose - why
- sender - who
- frequency - when
- format/media - how
- feedback - how
9
Q
what are 6 benefits of effective communication
A
- Enhanced understanding of roles, responsibilities and expectations within the team
- Appropriate information provided to the appropriate stakeholder at the appropriate time
- Reduced potential for conflict due to misunderstanding and misinterpretation
- Enhanced confidence within the project team and stakeholder community
- Standard, consistent transfer of project information that aids effective decision-making
- Higher sense of ownership and commitment within the team
10
Q
what are 5 barriers to effective communication
A
- physical - open plan office make private conversations difficult, people can feel inhibited, may be noisy
- interpersonal - style may be abrasive can seem unapproachable.
people may have inbuilt bias. inadvertent body language can contradict or be misinterpreted
- organisational - lack of understanding how organisation works - may be open or hierarchical and ‘need to know’.
Poor definition of roles/responsibilities or cross functional project structure can create barriers
- culture and language - multinational teams mean one or both parties speaking different language.
culture may have difficulty admitting lack of understanding or ability to complete task
organisational culture may be informal or have strict etiquette
- jargon - use of acronyms and abbreviations with assumption everyone knows their meaning
minimising jargon, explaining meaning or having open climate for raising queries can aid communication
11
Q
what are 10 factors that can enhance effective communication
A
- use most appropriate means to communicate
- ask for and give feedback
- be aware of blockers and barriers
- don’t be a communications bottleneck
- use standard reporting formats
- use exception reporting
- keep all stakeholders aware of important events/changes
- restrict meetings to important personnel
- have communications management plan
- hold effective meetings
12
Q
What 9 things should a communications management plan do
A
- detail and describe all the project information requirements
- detail means of acquiring information
- describe methods of how information will be stored
- describe how information will be secured and access controlled
- describe the distribution method - recipients, format, content and level of detail
- establish project reporting structure
- provide schedules for production and dissemination of information
- describe methods for updating information
- describe how/when data will be archived
13
Q
what 6 points describe the importance of effective communications planning
A
- project staff must know their tasks and how to do them or no progress will be made
- PM and team leads must know what PS are doing to monitor progress
- keep client/sponsor aware of status and manage their expectation to ensure project remains on track
- maintain channels of communication with PS and stakeholders so all know what’s going on and work can be done in an integrated and coordinated way
- effective plan will ensure all get the same, accurate, timely information. this will avoid mistakes/delays
- poor communication can lead to incorrect assumptions
