Project Communications Management PMP Study Group Communications Management

Project Communications Management PMP Study Group Communications Management PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0

Project Communications Management Definition Project Communications Management includes the processes required to ensure timely and appropriate generation, collection, distribution, storage, retrieval, and ultimate disposition of project information. PMBo. K® Guide, 4 th Edition, Glossary PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 2

Project Communications Management General Key Notes Project Manager Role: Communications Management • Employ a proactive, structured approach to ensure proper stakeholder communication needs are addressed. • Approach should support overall goal of maximizing probability of project success (i. e. keep the project momentum continuing forward. ) • Note: PM’s spend over 90 percent of their time communicating. PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 3

Project Communications Management Process 10. 1 Identify Stakeholders 10. 2 Plan Communications 10. 3 Distribute Information 10. 4 Manage Stakeholders Expectations 10. 5 Report Performance PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 4

Project Communications Management 10. 1 Identify Stakeholders Knowledge Area 10. Project Communications Management Project Management Process Groups Initiating Planning Executing Monitoring & Controlling 10. 1 10. 2 10. 3 10. 5 Identify Stakeholders Plan Communications Distribute Information Report Performance Closing 10. 4 Manage Stakeholder Expectations PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 5

Project Communications Management 10. 1 Identify Stakeholders Definition: “The process of identifying all people or organizations impacted by the project, and documenting relevant information regarding their interests, involvement and impact on project success. ” PMBo. K® Guide, 4 th Edition, Glossary PMBo. K® Guide, 4 th Edition, p. 246 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 6

Project Communications Management Who are Project Stakeholders? Ø “Person or organization actively involved in the project or whose interest may be positively or negatively affected by execution or completion of project”. PMBo. K® Guide, 4 th Edition, Glossary Ø Can be categorized by: ü ü ü Influence = active involvement Power = authority Interest = level of concern Impact = ability to affect changes Salience = power, urgency, and legitimacy Study Tip - For stakeholder identification questions, look for the most inclusive listing/response. PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 7

Project Communications Management 10. 1. 1 Identify Stakeholders Inputs • 10. 1. 1. 1 Project Charter 10. 1. 1. 2 Procurement Documents Enterprise 10. 1. 1. 3 Environmental Factors 10. 1. 1. 4 Organizational Process Assets • • • Authorization document containing information on key stakeholders Launch point to analyze and identify extended stakeholder community (e. g. other business units who may be impacted) Contractual parties as explicit key stakeholders (e. g. supplier, internal business owner, etc. ) Company organizational structure and culture (centralized/dispersed) Governmental regulation/industry standards (telecom co. /FCC & pharmaceutical co. /FDA) Knowledge management repository to leverage previous stakeholder identification and interaction (lessons learned, stakeholder registers etc. . ) PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 8

Project Communications Management 10. 1. 2 Identify Stakeholders Tools and Techniques • 10. 1. 2. 1 Stakeholder Analysis • • • 10. 1. 2. 2 Expert Judgment Quantitative tool to determine level of impact or support for the project Key to building coalitions to increase project support and chances for project success Grid creation based on correlation of variables: power, interest, influence and impact (e. g. Power/Interest grid) Individuals or groups with specialized training and/or knowledge that can be leveraged to help identify potential stakeholders (e. g. SME’s, consultants, other PM’s, etc…. ) PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 9

Project Communications Management 10. 1. 3 Identify Stakeholders Outputs • Central repository output from analysis Key reference source listing (“Stakeholder Universe”) • Includes: • 10. 1. 3. 1 Stakeholder Register – – – • 10. 1. 3. 2 Stakeholder Management Strategy • • Identification information - e. g. name, title role Assessment information - interest and influence categorization Stakeholder Classification - positive/negative influence Defines desired approach to maximize support and minimize negative impact of each stakeholder Displayed in stakeholder analysis matrix Reference document that can be updated accordingly as project progresses PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 10

Project Communications Management 10. 1 Identify Stakeholders Data Flow Diagram PMBo. K® Guide, 4 th Edition, p. 247 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 11

Project Communications Management Practice Question You have been contracted as a project manager for the Phase 2 construction of an office complex and are in the process of identifying project stakeholders. Which of the following actions would you take first? a) Review project charter information and interview core stakeholders as identified in contract b) Review project archive documentation from Phase 1 to obtain context for potential stakeholders c) Interview internal and externals SME’s to assess stakeholder environment. d) Assess and document as the project progresses. PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 12

Project Communications Management 10. 2 Plan Communications Knowledge Area 10. Project Communications Management Project Management Process Groups Initiating Planning 10. 1 Identify Stakeholders 10. 2 Plan Communications Executing 10. 3 Distribute Information Monitoring & Controlling Closing 10. 5 Report Performance 10. 4 Manage Stakeholder Expectations PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 13

Project Communications Management 10. 2 Plan Communications Definition: “The process of determining project stakeholder information needs and defining communication approach. ” PMBo. K® Guide, 4 th Edition, Glossary PMBo. K® Guide, 4 th Edition, p. 252 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 14

Project Communications Management 10. 2. 1 Plan Communications Inputs 10. 2. 1. 1 Stakeholder Register Stakeholder 10. 2. 1. 2 Management Strategy Environmental 10. 2. 1. 3 Enterprise Factors Organizational 10. 2. 1. 4 Process Assets • • Identification and categorization of stakeholders based on influence, interest, and impact Customized stakeholder approach to maximize success and minimize impact. Contextual dynamics that must be factored in based on project environment (e. g. org. structure, government regulations, corporate risk tolerance levels) Policies, procedures and documents inherent to the organization (e. g. lesson learned, historical records). Provides insight into previous decision points to leverage best practice approach PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 15

Project Communications Management 10. 2. 2 Plan Communications Tools and Techniques Communication 10. 2. 2. 1 Requirements Analysis Communication 10. 2. 2. 2 Technology 10. 2. 2. 3 Communication Models • • • 10. 2. 2. 4 Communication Methods Examination of information needs of project stakeholders (sources include org. charts, project organization, etc. ) Information transferred among stakeholders Influence factors include- project characteristics (e. g. information urgency, environment, staffing, availability of technology, duration etc. ) Sender/ Receiver concept- how information is passed between parties 3 Types – – Interactive (multi-directional) – – Push (sent to directly to recipients- e. g. email) Pull Communication (e. g. stored in repository for access) PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 16

Project Communications Management 10. 2. 3 Plan Communications Outputs • • • 10. 2. 3. 1 Communications Management Plan 10. 2. 3. 2 Project Document Updates • Subsidiary of Project Plan providing project communication activities Format - Can be formal/informal Sample Attributes – WHAT - information is being communicated? – WHO - is responsible for creating and distributing? – WHY - is it being distributed (i. e. purpose)? – WHEN - is it distributed (i. e. how often/frequency)? – HOW - will it be distributed (comm. method)? – HOW LONG - will it be distributed for (i. e. start/end date)? Output updates to associated project documentation including stakeholder register and management strategy PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 17

Project Communications Management Key Terms on Communications Sender Communication source; encodes message Encode Translating thoughts into a message Message Output of encoding; sent to Receiver Medium Method of message transmission (voice, writing, etc. ) Receiver Message Recipient; decodes message Decode To translate a message back into meaningful ideas Feedback Message Providing a confirmation that message has been successfully received Active Listening A technique providing receptive awareness and response by the Receiver to the Sender. Noise Interference with transmission and understanding of the message Paralingual Pitch and tone used to convey message Non Verbal Physical queues (Note: 55% of all communication is non-verbal) PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 18

Project Communications Management Communications Channel Formula Used to indicate complexity of communications through determination of potential communication paths among project stakeholders Is not a direct correlationship (e. g. 4 stakeholders ≠ 4 communications channels) Study tip - make sure you read the question carefully. Look for: 1) Total vs. additional channels 2) “Is the PM included? ” Potential number of communications channels N(N-1) 2 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 N= the number of stakeholders 19

Project Communications Management 10. 2 Plan Communications Data Flow Diagram PMBo. K® Guide, 4 th Edition, p. 252 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 20

Project Communications Management Practice Question Your have been chosen to lead a virtual software project team which includes 9 associates. In order to meet the modified project deadline, you have been allocated 2 additional web development resources. How many new channels of communication will there be? a) 45 b) 12 c) 21 d) 66 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 21

Project Communications Management 10. 3 Distribute Information Knowledge Area 10. Project Communications Management Project Management Process Groups Initiating Planning 10. 1 Identify Stakeholders 10. 2 Plan Communications Executing 10. 3 Distribute Information Monitoring & Controlling Closing 10. 5 Report Performance 10. 4 Manage Stakeholder Expectations PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 22

Project Communications Management 10. 3 Distribute Information Definition: “The process of making relevant information available project stakeholders as planned. ” PMBo. K® Guide, 4 th Edition, Glossary PMBo. K® Guide, 4 th Edition, p. 258 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 23

Project Communications Management 10. 3. 1 Distribute Information Inputs • 10. 3. 1. 1 Project Management Plan Performance 10. 3. 1. 2 Reports • • • 10. 3. 1. 3 Organizational Process Assets • “Living” repository of project documents for execution, monitoring and controlling Subsidiary Communication Mgt. Plan details how project communications will be conducted Used to distribute project performance and status information (e. g. forecast reports) Should be precise, timely and sent in advance of project meetings Factors which influence the distribution process (i. e. policies, templates, historical records, lessons learned etc… ) PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 24

Project Communications Management 10. 3. 2 Distribute Information Tools and Techniques • 10. 3. 2. 1 Communication Methods • • • 10. 3. 2. . 2 Information Distribution Tools i. e. how information is disseminated Examples - Meetings, video, audio conferencing, instant messaging Remote distribution considerations are paramount (increased chance of communication gaps) Vehicles to circulate information – Hard copies - printed documents – – Electronic communications - emails, phone Electronic PM tools - web-based shared repositories PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 25

Project Communications Management 10. 3. 3 Distribute Information Outputs • 10. 3. 3. 1 Organizational Process Assets Updates Including: – Stakeholder Notifications – Project Reports – Project presentations – Project Records – – Feedback from Stakeholders Lessons Learned documentation PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 26

Project Communications Management Communication Methods Informal Verbal - adhoc discussion with a Additional Dimensions team member regarding performance Formal Verbal - presentation to vertical vs. horizontal official vs. un-official management team Informal Written Formal Written internal vs. external - email – contract PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 27

Project Communications Management 10. 3 Distribute Information Data Flow Diagram PMBo. K® Guide, 4 th Edition, p. 259 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 28

Project Communications Management Practice Question As a result of the Distribute Information process, all of the following organizational process assets can be updated except _____. a) Lessons learned documentation b) Project Charter c) Project Presentations d) Stakeholder Notifications PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 29

Project Communications Management 10. 4 Manage Stakeholders Expectations Knowledge Area 10. Project Communications Management Project Management Process Groups Initiating Planning 10. 1 Identify Stakeholders 10. 2 Plan Communications Executing 10. 3 Distribute Information Monitoring & Controlling Closing 10. 5 Report Performance 10. 4 Manage Stakeholder Expectations PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 30

Project Communications Management 10. 4 Manage Stakeholder Expectations Definition: “The process of communicating and working with stakeholders to meet their needs and addressing issues as they occur. ” PMBo. K® Guide, 4 th Edition, Glossary PMBo. K® Guide, 4 th Edition, p. 262 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 31

Project Communications Management 10. 4. 1 Manage Stakeholder Expectations Inputs 10. 4. 1. 1 Stakeholder Register Stakeholder 10. 4. 1. 2 Management Strategy 10. 4. 1. 3 Project Management Plan 10. 4. 1. 4 Issue Log 10. 4. 1. 5 Change Log 10. 4. 1. 6 Organizational Process Assets • Forms baseline for stakeholder communications planning • Contains communications strategy for interactions with stakeholders • • Key document providing stakeholder communication requirements and plan of action to address Used to document and monitor issues to their resolution (includes owner assignment, target resolution date, etc. ) • Mechanism to document changes that occur during a project • Polices and procedures which can impact stakeholder management PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 32

Project Communications Management 10. 4. 2 Manage Stakeholder Expectations Tools and Techniques Communication 10. 4. 2. 1 Methods 10. 4. 2. 2 Interpersonal Skills 10. 4. 2. 3 Management Skills • • Key aspect - documenting lessons learned (corrective actions, issue resolution, root cause analysis, etc. ) so it can be leveraged for future initiatives Employing emotional intelligence skills (e. g. active listening, trust building, change management, etc. ) to foster positive stakeholder interactions Leading teams to achieve goals Skills include negotiating, writing, public speaking, etc. PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 33

Project Communications Management 10. 4. 3 Manage Stakeholder Expectations Outputs Organizational 10. 4. 3. 1 Process Assets Updates 10. 4. 3. 2 Change Requests Project 10. 4. 3. 3 Management Plan Updates 10. 4. 3. 4 Project Document Updates • • Key aspect - documenting lessons learned (corrective actions, issue resolution, root cause analysis, etc. ) so it can be leveraged for future initiatives Management of competing stakeholder interests can result in request additions to product or project Reflecting changes made to the communications management plan (i. e. how stakeholder communication needs are addressed) Additional project documents including stakeholder register, stakeholder management strategy, and issues log PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 34

Project Communications Management 10. 4 Manage Stakeholder Expectations Data Flow Diagram PMBo. K® Guide, 4 th Edition, p. 262 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 35

Project Communications Management Practice Question You are approaching the “go live” phase of a high priority project. A project team member indicates that a manager from one of the other marketing business units is furious about the potential impact your project may have on her team. What should you do? a) Ask to set-up a discussion so that you can better understand her concerns. b) Do nothing. Given the critical nature of the project, the concern will need to be addressed solely to the executive sponsors. c) Inform the project team member to tell the manager that this is a high priority project and will proceed as is. d) Review the stakeholder register and try to figure out how this PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 36

Project Communications Management 10. 5 Report Performance Knowledge Area 10. Project Communications Management Project Management Process Groups Initiating Planning 10. 1 Identify Stakeholders 10. 2 Plan Communications Executing 10. 3 Distribute Information Monitoring & Controlling Closing 10. 5 Report Performance 10. 4 Manage Stakeholder Expectations PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 37

Project Communications Management 10. 5 Report Performance Definition: “The process of collecting and distributing performance information, including status reports, progress measurements, and forecasts. ” PMBo. K® Guide, 4 th Edition, Glossary PMBo. K® Guide, 4 th Edition, p. 266 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 38

Project Communications Management 10. 5. 1 Report Performance Inputs 10. 5. 1. 1 Project Management Plan • Baseline information for project performance measurement (including parameters - scope, schedule, cost, as well as quality) Work 10. 5. 1. 2 Performance Information • Deliverable completion status/update, schedule, costs Work 10. 5. 1. 3 Performance Measurements • Concept of Planned vs. Actual metrics 10. 5. 1. 4 Budget Forecasts • For assessment of expected remaining funds needed to complete work • Organization reporting templates; measures used, etc. 10. 5. 1. 5 Organizational Process Assets PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 39

Project Communications Management 10. 5. 2 Report Performance Tools and Techniques • 10. 5. 2. 1 Variance Analysis Forecasting 10. 5. 2. 2 Methods 10. 5. 2. 3 Communication Methods • • • Reporting Systems General Steps include (1) review of data, (2) assess against baseline positive/ negative, & (3) determine impact against costs, schedule, quality etc…) Predicting future based on performance to date Includes time series methods (e. g. Earned Value) as well as causation and judgmental methods. • Status meeting to conduct review • Push method employed by PM to provide information • 10. 5. 2. 4 Tool to measure difference between baseline and actual performance • Provides standard tool utilized for performance measurement in terms of cost, schedule and work achieved. Examples include tables, spreadsheets and graphical depictions for stakeholder presentations PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 40

Project Communications Management 10. 5. 3 Report Performance Outputs • 10. 5. 3. 1 Performance Reports • • Organizational 10. 5. 3. 2 Process Assets Updates • • 10. 5. 3. 3 Change Requests • Summarized analysis of information gathered depicting project progress and status Formats include bar charts, histograms, S-Curves etc… Will vary from simplified (e. g. dashboard) to elaborate (e. g. detailed WBS completion review) Lessons learned, corrective action recording etc… to be leveraged by organization for continuous improvement. Feedback resulting from progress reported Includes recommended corrective actions (to bring project performance in line) and recommended preventive action (to reduce potential negative impact). PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 41

Project Communications Management Performance Report Types Status Report “Standing” of project at this moment Progress Report How much has been accomplished to date Forecast Report Predicts future status relative to progress achieved Variance Report Comparison of actual project results to planned results Trend Report Earned Value Report Review of results relative to time to determine improving or deteriorating performance Integration of scope, cost, and scheduling to assess project performance (PV, AC, EV, CV, SV, CPI, SPI) PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 42

Project Communications Management 10. 4 Report Performance Data Flow Diagram PMBo. K® Guide, 4 th Edition, p. 267 PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 43

Project Communications Management Practice Question A senior executive from your organization would like an update as to how much has been accomplished by the project team to date. You should provide him with a: a) Status Report b) Progress Report c) Forecast Report d) Trend Report PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 44

Project Communications Management Final Success Tips ü ü Communications management concepts are interwoven across many knowledge area questions. Locate proactive, methodical response choices to answer situational questions. Memorize the channel formula (N), but also read the question carefully to look for two items: 1) are they asking for “total vs. additional channels”, & 2) “is the project manager included as a part of the team”. PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0 45

Project Communications Management Good Luck!! PMP Prep Course – Project Communications Management - PMBOK 4 th Edition – Version 2. 0