Project Communications Management

1. A Guide to the Project Management Body of Knowledge (PMBOK Guide) 3rd Edition Project Communications Management Prepared by Eng. Ashraf Bahaa, PMP,RPMP

2. I know you believe you understand what you think I said BUT I am not sure you realize that what you heard is not what I meant

4. Project Communications Management … Communication Communication The process of transmitting information from one person to another Effective Communication The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended We get the right information to the right person at the right time and in a cost-effective manner

5. Project Communications Management … Communication Importance of Effective Communication Half of what is SAID, is HEARD Half of what is HEARD, is LISTENED to Half of what is LISTENED to, is UNDERSTOOD. Half of what is UNDERSTOOD, is BELIEVED. Half of what is BELIEVED, is REMEMBERED We REMEMBER1/32 from what is being SAID

7. Experience

8. Project Communications Management … Communication Oral Communication Oral communication come with high degree of flexibility and use person contact such as face - to - face conversation, group discussions, telephone call, meeting, .. Written Communication Written communication are precise. It transmitted through memos, letters, reports, notes, electronic mail, .. Nonverbal / Visual Communication Such as gestures and body language

9. Project Communications Management … Communication Face-to-Face Actual words spoken 10 % 50 % 40 % Facial expression, gesture, body posture Quality and tone of the voice

10. Project Communications Management … Communication Media Telephone Face-to-Face Written Mail Body Language

11. Project Communications Management … Communication Skills 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)! 70%

12. Project Communications Management … Communication Skills What kinds of communication skills do we need? Listening skills Reading skills Speaking skills Writing skills 45% 30% 16% 09%

13. Project Communications Management … Communication Skills Listening • Understanding what the customer wants • Asking the right questions • Putting your own ideas off until later

22. Project Communications Management … Communication Skills Reading • Read with an open mind • Learn the right vocabulary • Take notes • Read it all • Read it again

23. Project Communications Management … Communication Skills Speaking • Know your audience • Prepare, Plan, & Practice • Relate to the audience • Use the right presentation tools • Study speaking skills • Be Relax • Ask questions • Concentrate on the message • Make eye contact • Understand that your audience wants you to succeed

24. Project Communications Management … Communication Skills Writing • Know your audience • Find a good editor and take their advice • Use writing as a tool • Decide which information is essential • Decide how to present the information

25. Project Communications Management … Listening Skills Too many people see communication as merely speaking. Messages must be received as well as sent. A good question to ask yourself is, are you really listening or simply waiting for your turn to talk? If you are thinking about your reply before the other person has finished, then you are not listening!

26. Project Communications Management … Listening Skills WE HAVE TWO EARS AND ONE MOUTH THEREFORE YOU LISTEN TWICE AS MUCH AS YOU SPEAK. Listening … the other side of communication

27. Project Communications Management … Listening Skills How can we improve our listening skills? • Eliminate distractions • Concentrate • Don’t jump to conclusions • Listen between the lines (non-verbals) • Ask questions & Ask for clarification • Keep an open mind • Provide feedback • Keep a positive attitude (“What can I learn from this?”) • Focus on the speaker • Maintain an open mind • Sit so you can see & hear • Take notes SUMMARIZING Pulling together the main points of a speaker PARAPHRASING Restating what another has said in your own words QUESTIONING Challenging participants to tackle & solve problems

28. Project Communications Management … Listening Skills Paraphrasing … Use initial phrases such as: • In other words… • I gather that… • If I understand what you are saying… • What I hear you saying is… • Pardon my interruption, but let me see if I understand you correctly… Paraphrasing is simply restating what another person has said in your own words. The best way to paraphrase is to listen carefully to what the other person is saying. Practice some of the following techniques on your colleagues.

29. Project Communications Management … Listening Skills Summarizing… Pulls important ideas, facts or data together to establish a basis for further discussion and/or review progress. The person summarizing mustlistencarefully in order to organize the information systematically. It is useful for emphasizing key points. Try out these summarizing phrases: “If I understand you correctly, your main concerns are…” “These seem to be the key ideas you have expressed…”

30. Project Communications Management … Listening Skills Questioning… There are two basic types of questions: Closed questionsGenerally result in short yes/no or other one word answers. They should be used only when you want precise, quick answers. Open-ended questionsInvite an actual explanation for a response. Questions that begin with “how”, “what” and “why” are typical.

31. Project Communications Management … Nonverbal Communication Normal conversation is around 100 - 120 words per minute. In the same amount of time the average person can ‘think’ about 800 words. Body language is the outlet for this huge mass of unspoken thoughts and feelings. 93%

32. Project Communications Management … Nonverbal Communication • Eye contact • Facial expressions • Body language • Tone of voice • Appearance • Touch • Hand movements

33. Objective Project Communications Management … Sender – Receiver Model M E S S A G E Sender Receiver Encoder Decoder Barriers Barriers Barriers F E E D B A C K Region of experience for sender Region of experience for receiver H. Kerzner, Project Management, 1998

34. Project Communications Management … Sender – Receiver Model

35. Project Communications Management … Sender – Receiver Model

36. Noise 3 Transmission 2 Encoding 4 Decoding 1 Meaning 5 Meaning Noise 8 Decoding 6 Encoding 7 Transmission Noise Project Communications Management … The Communications Process Sender Receiver ( Receiver ) ( Sender ) W. Griffin,Management, 1996

37. A message Person A The sender Person B The receiver Project Communications Management … Sender – Receiver Model

38. Project Communications Management … Sender – Receiver Model

39. Project Communications Management … Sender – Receiver Model Known communication protocol.Can be optimized.Person B only needs to be ready to receive the communication.

40. Project Communications Management … Sender – Receiver Model The state of Person B has changed. Without really participating in the actual communication.

41. Project Communications Management … Communication Model Physical Communication Model Destination Source Receiver Transmitter Transmission System

42. Project Communications Management … Communication Model Electronics Communication Model Modem Modem Workstation Server Telephone Network

43. Project Communications Management … Communication Channels Upward Top Management Lateral Peers, Functional groups PM Lateral Friends, social groups Downward Subordinates H. Kerzner, Project Management, 1998

44. Project Communications Management … Customer Communications Customer Contractor INFORMAL Project Executive Project Executive FORMAL Project Manager Project Manager INFORMAL Employees Employees H. Kerzner, Project Management, 1998

45. 3 5 4 1 2 3 4 5 3 4 5 1 2 4 3 5 1 5 4 2 2 1 3 2 1 Project Communications Management … Communication Networks Centralized Networks Wheel Chain Y-Pattern Channels of communication n ( n – 1 ) / 2 Decentralized Networks All Channel Circle W. Griffin,Management, 1996

46. Project Communications Management … Communication Distance 10 ft 4 ft 1 ft 1 ft 4 ft 10 ft Personal Social Public

47. Project Communication Management … Definition Project Communications Management includes the processes required to ensure timely and appropriate generation, collection, distribution, storage, retrieval, and ultimatedisposition of project information

48. Project Communications Management … Major Processes Communications Planning Project Communications Management Information Distribution Performance Reporting Manage stakeholders

49. Project Communications Management … Major Processes Planning Executing Controlling Closing 10.1 Communications Planning 10.3 Performance Reporting 10.2 Information Distribution 10.4 Manage Stakeholders

50. Project Communications Management … Communications Planning Communication Planning : Determining the information and communications needs of the stakeholders Inputs Outputs Tools & Techniques • Enterprise environmental factors • Organizational process assets • Scope statement • Constraints • Assumptions • Communications requirements analysis • Communications technology • Communications management plan