COMMUNICATIONS

Session 8
 10.1 Plan Communications Management [P] — The process
of developing an appropriate approach and plan for project
communication activities based on the information needs of
each stakeholder or group, available organizational assets,
and the needs of the project.

10.2 Manage Communications [E] — The process of ensuring

timely and appropriate collection, creation, distribution,
storage, retrieval, management, monitoring, and the ultimate

Chapter 10
disposition of project information.

10.3 Monitor Communications [M&C] — The process of

ensuring the information needs of the project and its
PROJECT COMMUNICATIONS MANAGEMENT stakeholders are met.
includes the processes necessary to ensure that the
information needs of the project and its stakeholders are
met through development of artifacts and implementation
of activities designed to achieve effective information
exchange

2
 PROJECT MANAGEMENT PROCESS GROUPS
Project Management Process Groups
Knowledge Areas
Initiating Planning Executing Monitoring and Controlling Closing
4. Integration 4.1 Develop Project 4.3 Direct and Manage Project Work 4.5 Monitor and Control Project Work 4.7 Close Project
4.2 Develop Project Management Plan
Management Charter 4.4 Manage Project Knowledge 4.6 Perform Integrated Change Control or Phase
5.1 Plan Scope Management
5. Scope Management 5.2 Collect Requirements 5.5 Validate Scope
5.3 Define Scope 5.6 Control Scope
5.4 Create WBS
6.1 Plan Schedule Management
6.2 Define Activities
6. Schedule Management
6.3 Sequence Activities 6.6 Control Schedule
6.4 Estimate Activity Durations
6.5 Develop Schedule
7.1 Plan Cost Management
7. Cost Management 7.2 Estimate Costs 7.4 Control Costs
7.3 Determine Budget
8. Quality Management 8.1 Plan Quality Management 8.2 Manage Quality 8.3 Control Quality
9.3 Acquire Resources
9.1 Plan Resource Management
9. Resource Management 9.4 Develop Team 9.6 Control Resources
9.2 Estimate Activity Resources
9.5 Manage Team
10. Communications
10.1 Plan Communications Management 10.2 Manage Communications 10.3 Monitor Communications
Management
11.1 Plan Risk Management
11.2 Identify Risks
11. Risk Management 11.3 Perform Qualitative Risk Analysis 11.6 Implement Risk Responses 11.7 Monitor Risks
11.4 Perform Quantitative Risk Analysis
11.5 Plan Risk Responses
12. Procurement
12.1 Plan Procurement Management 12.2 Conduct Procurements 12.3 Control Procurements
Management
13. Stakeholder
13.1 Identify Stakeholders 13.2 Plan Stakeholder Engagement 13.3 Manage Stakeholder Engagement 13.4 Monitor Stakeholder Engagement 3
Management
 PROJECT COMMUNICATION
MANAGEMENT
includes the processes necessary to ensure that the
information needs of the project and its stakeholders are
met through development of artifacts and
implementation of activities designed to achieve
effective information exchange 4
 KEY CONCEPTS FOR PROJECT COMMUNICATIONS MANAGEMENT
i

Communication is the exchange of information, intended or involuntary.

The information exchanged can be in the form of ideas, instructions, or emotions.

Project Communications Management
describe the possible means by which the information can be sent or received, either through communication
consists of two parts: activities, such as meetings and presentations, or artifacts, such as emails, social media, project reports, or project
1. The first part is developing a documentation.

strategy to ensure communication is Project managers spend most of their time communicating with team members and other project stakeholders,
both internal (at all organizational levels) and external to the organization. (estimated around 60%-90%)
effective for stakeholders.
Effective communication builds a bridge between diverse stakeholders who may have different cultural and
2. The second part is carrying out the organizational backgrounds as well as different levels of expertise, perspectives, and interests.

activities necessary to implement the are supported by:

• efforts to prevent misunderstandings and miscommunication
communication strategy. • careful selection of the methods, messengers, and messages developed from the planning process

PROJECT COMMUNICATIONS MANAGEMENT 5

 KEY CONCEPTS FOR PROJECT COMMUNICATIONS MANAGEMENT
i The mechanisms by which information is exchanged can be in:
• Written form. Either physical or electronic.
• Spoken. Either face-to-face or remote.
• Formal or informal (as in formal papers or social media).
• Through gestures. Tone of voice and facial expressions.
• Through media. Pictures, actions, or even just the choice of words.
• Choice of words. There is often more than one word to express an idea; there can be subtle differences in the meaning of each of these words
and phrases

Communication activities have many dimensions, including but not limited to:
• Internal. Focus on stakeholders within the project and within the organization
• External. Focus on external stakeholders such as customers, vendors, other projects, organizations, government, the public, and environmental
advocates.
• Formal. Reports, formal meetings (both regular and ad hoc), meeting agendas and minutes, stakeholder briefings, and presentations.
• Informal. General communications activities using emails, social media, websites, and informal ad hoc discussions.
• Hierarchical focus. The position of the stakeholder or group with respect to the project team will affect the format and content of the message, in the
following ways:
• Upward. Senior management stakeholders.
• Downward. The team and others who will contribute to the work of the project.
• Horizontal. Peers of the project manager or team.
• Official. Annual reports; reports to regulators or government bodies.
• Unofficial. Communications that focus on establishing and maintaining the profile and recognition of the project and building strong relationships
between the project team and its stakeholders using flexible and often informal means.
• Written and oral. Verbal (words and voice inflections) and nonverbal (body language and actions), social media and websites, media releases.

PROJECT COMMUNICATIONS MANAGEMENT 6

 KEY CONCEPTS FOR PROJECT COMMUNICATIONS MANAGEMENT
i Flow of communications on a project

PROJECT COMMUNICATIONS MANAGEMENT 7

 KEY CONCEPTS FOR PROJECT COMMUNICATIONS MANAGEMENT
Communication type When used
i
Formal written Project management plan, other formal documentation (such as the project charter), and reports; can be both physical & electronic
Formal verbal Planned meetings and stakeholder briefings; can be face-to-face or remote
Informal written Email, handwritten notes, text messages, instant messaging, social media, and websites
Informal verbal Unscheduled meetings, conversations, and other casual discussions

No. Situation Communication Type

1 Updating the project management plan Formal written
2 Giving presentations to management Formal verbal
3 Trying to solve a complex problem Formal written
4 Making notes regarding a telephone conversation Informal written
5 Making changes to a contract Formal written
6 Informing a team member about poor performance (first notice) Informal verbal
7 Informing a team member about poor performance (second notice) Formal written
8 Scheduling a meeting Informal written
9 Clarifying a work package Formal written
10 Requesting additional resources Formal written
11 Trying to discover the root cause of a problem Informal verbal
12 Sending an email to ask for clarification of an issue Informal written
13 Holding a milestone party Informal verbal
14 Conducting an online bidder conference Formal written

PROJECT COMMUNICATIONS MANAGEMENT 8

 KEY CONCEPTS FOR PROJECT COMMUNICATIONS MANAGEMENT
Misunderstandings can be reduced but not eliminated through using the 5Cs of written communications in composing a traditional (non-social
i media) written or spoken message:
• Correct grammar and spelling. Poor use of grammar or inaccurate spelling can be distracting and can also introduce distortions in the message,
diminishing credibility.
• Concise expression and elimination of excess words. A concise, well-crafted message reduces the opportunities for misunderstanding the intent
of the message.
• Clear purpose and expression directed to the needs of the reader. Ensure that the needs and interests of the audience are factored into the
message.
• Coherent logical flow of ideas. A coherent logical flow of ideas and using “markers” such as introduction and summaries of the ideas throughout
the writing.
• Controlling flow of words and ideas. Controlling the flow of words and ideas may involve graphics or just summaries.

The 5Cs of written communications are supported by communication skills, such as:
• Listening actively. Staying engaged with the speaker and summarizing conversations to ensure effective information exchange.
• Awareness of cultural and personal differences. Developing the team’s awareness of cultural and personal differences to reduce
misunderstandings and enhance communication capability.
• Identifying, setting, and managing stakeholder expectations. Negotiating with stakeholders reduces the existence of conflicting expectations
among the stakeholder community.
• Enhancement of skills. Enhancing the skills of all team members in the following activities:
• Persuading a person, a team, or an organization to perform an action;
• Motivating people and providing encouragement or reassurance;
• Coaching to improve performance and achieve desired results;
• Negotiating to achieve mutually acceptable agreements between parties and reduce approval or decision delays; and
• Resolving conflict to prevent disruptive impacts.

PROJECT COMMUNICATIONS MANAGEMENT 9

 KEY CONCEPTS FOR PROJECT COMMUNICATIONS MANAGEMENT
i Communication develops the relationships necessary for successful project and program outcomes. Communication activities and artifacts to support
communication vary widely, ranging from emails and informal conversations to formal meetings and regular project reports. The act of sending and
receiving information takes place consciously or unconsciously through words, facial expressions, gestures and other actions. In the context of successfully
managing project relationships with stakeholders, communication includes developing strategies and plans for suitable communications artifacts and
activities with the stakeholder community and the application of skills to enhance the effectiveness of the planned and other ad hoc communications.

There are two parts to successful communication. The first part involves developing an appropriate communication strategy based on both the needs of
the project and the project’s stakeholders. From that strategy, a communications management plan is developed to ensure that the appropriate messages
are communicated to stakeholders in various formats and various means as defined by the communication strategy. These messages constitute the
project’s communications - the second part of successful communication. Project communications are the products of the planning process, addressed by
the communications management plan that defines the collection, creation, dissemination, storage, retrieval, management, tracking, and disposition of
these communications artifacts. Finally, the communication strategy and communications management plan will form the foundation to monitor the effect
of the communication.

The project’s communications are supported by efforts to prevent misunderstandings and miscommunication and by careful selection of the methods,
messengers, and messages developed from the planning process.

PROJECT COMMUNICATIONS MANAGEMENT 10

10.1 Plan Communications Management
the process of developing an appropriate approach and plan for project communications activities based on
the information needs of each stakeholder or group, available organizational assets, and the needs of the
project.

11
 10.1 PLAN COMMUNICATIONS MANAGEMENT
the process of developing an appropriate approach and plan for
?
project communications activities based on the information needs of
each stakeholder or group, available organizational assets, and the
needs of the project.

1/ a documented approach to effectively and efficiently engage

stakeholders by presenting relevant information in a timely manner.

This process is performed periodically throughout the project as needed.

Communications management
Project charter Expert judgment
plan
Communication requirements Project management plan
Project management plan
analysis updates
Project documents Communication technology Project documents updates
Enterprise environmental
Communication models
factors
Organizational process assets Communication methods
Interpersonal and team skills
Data representation
Meetings

INPUTS TOOLS & TECHNIQUES OUTPUTS

10.1 PLAN COMMUNICATIONS MANAGEMENT 12

 10.1 PLAN COMMUNICATIONS MANAGEMENT (Cont.)
i An effective communications management plan that recognizes the diverse information needs of the project’s stakeholders is developed early in the
project life cycle. It should be reviewed regularly and modified when necessary, when the stakeholder community changes or at the start of each new
project phase.

On most projects, communications planning is performed VERY EARLY, during stakeholder identification and project management plan development

10.1 PLAN COMMUNICATIONS MANAGEMENT 13

10.1 PLAN COMMUNICATIONS MANAGEMENT – INPUTS
Component Influence
1
Project charter key stakeholder list It may also contain information about the roles and responsibilities of the
stakeholders.
Documents the project purpose, high-level information
(project description, assumptions, constraints,
requirements) that the project is intended to satisfy. The FIRST PROCESS of PLANNING PG
in any KA, we need at least 4 inputs:
• Project charter
Issued by the project initiator or sponsor
• Project management plan
Formally authorizes the existence of a project • EEF
Authority for project manager to apply organizational
• OPA
resources to project activities
2
Project management plan Resource management plan Provides guidance on how team resources will be categorized, allocated,
managed, and released. Team members and groups may have communication
Document that describes how the project will be executed, requirements that should be identified in the communications management
monitored and controlled, and closed plan
Integrates and consolidates all of the subsidiary
Stakeholder engagement plan Identifies the management strategies required to effectively engage
management plans and baselines,… to manage the project.
stakeholders. These strategies are often fulfilled via communications

There are 19 components

3
Project documents Requirements documentation can include project stakeholder communications

4
Enterprise environmental factors Stakeholder register is used to plan communications activities with stakeholders
5
Organizational process assets

10.1 PLAN COMMUNICATIONS MANAGEMENT 14

10.1 PLAN COMMUNICATIONS MANAGEMENT – TOOLS & TECHNIQUES
1 determines the information needs of the project stakeholders.
Expert judgment
2 These requirements are defined by combining the type and format of information needed with an analysis of the
Communication requirements analysis * value of that information.

Use the following information to determine and analyze communication requirements:

• Stakeholder register
• Stakeholder engagement plan
• Locations of stakeholders
• Number of communication channels
n(n-1) Communication Channels there is a substantial increase in communication channels. As a result,
2 communication needs can grow rapidly with each added stakeholder.
3
Communication technology (*) The methods used to transfer information and collaboration among project stakeholders may vary significantly,
include: conversations, meetings, written documents, databases, social media, and websites

Factors that can affect the choice of communication technology include:

• Urgency of the need for information. The urgency, frequency, and format of the information to be communicated may vary from project to project and also within different phases
of a project.
• Availability and reliability of technology. The technology that is required for distribution of project communications artifacts should be compatible, available, and accessible for all
stakeholders throughout the project.
• Ease of use. choice of communication technologies should be suitable for project participants and proper training events should be planned, where appropriate.
• Project environment. Whether the team will meet and operate on a face-to-face basis or in a virtual environment; whether they will be located in one or multiple time zones;
whether they will use multiple languages for communication; and finally, whether there are any other project environmental factors, such as various aspects of culture, which may
constrain the efficiency of the communication.
• Sensitivity and confidentiality of the information. Some aspects to consider are:
• Whether information to be communicated is sensitive or confidential. If so, additional security measures may be required.
• Social media policies for employees to ensure appropriate behavior, security, and the protection of proprietary information.

10.1 PLAN COMMUNICATIONS MANAGEMENT 15

10.1 PLAN COMMUNICATIONS MANAGEMENT – TOOLS & TECHNIQUES
4 can represent the communication process in different forms:
Communication models (*) • in its most basic linear form (sender and receiver),
• in a more interactive form that encompasses the additional element of feedback (sender, receiver, and feedback)
Responsible of Responsible for • in a more complex model that incorporates the human elements of the sender(s) or receiver(s) and attempts to
Sender • the transmission of the message, show the complexity of any communication that involves people.
• ensuring the information being
communicated is clear and complete, and Sample basic sender/receiver The sequence of steps in a basic communication model is:
• confirming the message is correctly communication model 1. Encode. The message is coded into symbols, such as text, sound or some
interpreted. other medium for transmission (sending).
describes communication as a
2. Transmit message. The message is sent via a communication channel. The
Receiver • ensuring that the information is received in process and consists of two
transmission of this message may be compromised by various physical
its entirety, interpreted correctly, and parties, defined as the sender
factors such as unfamiliar technology or inadequate infrastructure. Noise
• acknowledged/responded to appropriately. and receiver. This model is
and other factors may be present and contribute to loss of information in
concerned with ensuring that
transmission and/or reception of the message.
the message is delivered, rather
3. Decode. The data received is translated by the receiver back into a form
than understood.
useful to the receiver.

Sample interactive The additional steps in an interactive communication model are:

communication model • Acknowledge. Upon receipt of a message, the receiver may signal
recognizes the need to ensure (acknowledge) receipt of the message, but this does NOT necessarily mean
that the message has been agreement with or comprehension of the message - merely that it has been
understood. received.
• Feedback/response. When the received message has been decoded and
understood, the receiver encodes thoughts and ideas into a message and
then transmits this message to the original sender. If the sender perceives
interactive communication model can assist in developing communication strategies and plans for that the feedback matches the original message, the communication has
person-to-person or even small group to small group communications, but NOT useful for other been successful. In communication between people, feedback can be
communications artifacts such as emails, broadcast messages, or social media. achieved through active listening

10.1 PLAN COMMUNICATIONS MANAGEMENT 16

10.1 PLAN COMMUNICATIONS MANAGEMENT – TOOLS & TECHNIQUES
4

Effective Communication Effective Listening

The sender should determine which communication method to use to send a The receiver should pay attention to the senders gestures and facial
message expressions, and try to focus on the content of the message without
distraction
then encode the message carefully and confirm that it is understood.
When encoding the message, the sender needs to be aware of the following It’s also important that a receiver practices active listening which means the
communication factors: receiver confirms they are listening, expresses agreement or disagreement,
and asks for clarification when necessary.
Nonverbal A significant portion of in-person (face-to-face)
communication is nonverbal; this can include: keeping in mind the potential effects of verbal and nonverbal communication,
• gestures, when giving feedback to the sender
• facial expressions, and
• body language.
• 55%

Verbal There are two important aspects of verbal

communication:
• words and phrases a sender chooses are essential
components of the message, but their meaning CAN
BE OBSCURED by the accompanying nonverbal
factors. 7%
• Pitch and tone of voice also help to convey a spoken
message. 38%

10.1 PLAN COMMUNICATIONS MANAGEMENT 17

10.1 PLAN COMMUNICATIONS MANAGEMENT – TOOLS & TECHNIQUES
5 There are several communication methods that are used to share information among project stakeholders. These
Communication method (*) methods are broadly classified as follows:or knowledge repositories.

Interactive Between two or more parties performing a multidirectional exchange of information in real
time. It employs communications artifacts such as meetings, phone calls, instant
messaging, some forms of social media, and videoconferencing.

Push Sent or distributed directly to specific recipients who need to receive the information. This
ensures that the information is distributed but does NOT ensure that it actually reached or
was understood by the intended audience. Push communications artifacts include letters,
memos, reports, emails, faxes, voice mails, blogs, and press releases.

Pull Used for large complex information sets, or for large audiences, and requires the recipients
to access content at their own discretion subject to security procedures. These methods
include web portals, intranet sites, e-learning, lessons learned databases, or knowledge
repositories.

Different approaches should be applied to meet the needs of the major forms of communication defined in the
communications management plan:

Interpersonal Information is exchanged between individuals, typically face-to-face.

Small group Occurs within groups of around three to six people.

Public A single speaker addressing a group of people.

Mass There is a minimal connection between the person or group sending the message and the
large, sometimes anonymous groups for whom the information is intended.

Networks and Supports emerging communication trends of many-to-many supported by social computing
social technology and media.
computing

10.1 PLAN COMMUNICATIONS MANAGEMENT 18

10.1 PLAN COMMUNICATIONS MANAGEMENT – TOOLS & TECHNIQUES
5

Push communication Pull communication Interactive communication

Uni-directional communication sent from sender Uni-directional communication by providing all related Bi-directional communication by communicating in real
to receiver. stakeholders access to certain information. time.
Push Communication is recommended if the All related stakeholders can gain access to (pull) the The most efficient method of communication as
project manager just want to disseminate information provided anytime they need/want. interactive communication can ensure all stakeholders
information WITHOUT any needs to obtain Pull Communication is ONLY suitable for information understand correctly the message / information
immediate feedback from recipient. dissemination that is NOT urgent nor critical — if the
Characteristics
The message/information conveyed through intended recipients do NOT read the information, little
push communication is usually in written form or no effect on the project would be resulted.
and should NOT be urgent nor
sensitive/classified.
• Easy to disseminate message/information to a • Easy to disseminate message/information to even a • Can check if the recipients understand the
large pool of recipients in a short while much larger pool of recipients in a short while message/information delivered.
• Information can be retrieved whenever needed • Allow the recipients to have their queries/doubts
Advantages answered immediately.
• The project manager can collect direct feedback from
the recipients to understand their reception/thoughts.
• Suitable for sensitive / classified information.
• NOT face-to-face • NOT face-to-face • Time-consuming
• NOT easy to verify that the messages have • NOT suitable for urgent / sensitive matters • In order to remain effective, interactive
Disadvantages been conveyed successfully and the recipients • NOT easy to track if all the recipients have accessed communication is more suitable for a smaller group of
understand them correctly the information participants
• NOT suitable for urgent matters
Letters, Memos, Emails, Reports, Voice mails Websites, wiki / knowledge repositories, bulletin board Meetings, Phone Calls / Conference. Video Calls /
Form
(or e-bulletin), Dashboard Conference, Workshops

10.1 PLAN COMMUNICATIONS MANAGEMENT 19

10.1 PLAN COMMUNICATIONS MANAGEMENT – TOOLS & TECHNIQUES
6 Communication styles
Interpersonal and team skills used to assess communication styles and identify the preferred communication
assessment (*) method, format, and content for planned communication activities.

Often used with unsupportive stakeholders, this assessment may follow a

stakeholder engagement assessment to identify gaps in stakeholder
engagement that require additional tailored communication activities and
artifacts.

Political awareness (*) concerns the recognition of power relationships, both formal and informal, and
also the willingness to operate within these structures.

Cultural awareness (*) is an understanding of the differences between individuals, groups,

and organizations and adapting the project’s communication strategy in the
context of these differences.

10.1 PLAN COMMUNICATIONS MANAGEMENT 20

10.1 PLAN COMMUNICATIONS MANAGEMENT – OUTPUTS
1 Components may include:
Communications management plan (*)
• Stakeholder communication requirements;
describes how project communications will be planned, • Information to be communicated, including language, format, content, and level of detail;
structured, implemented, and monitored for • Escalation processes;
effectiveness. • Reason for the distribution of that information;
• Timeframe and frequency for the distribution of required information and receipt of acknowledgment or
response, if applicable;
• Person responsible for communicating the information;
• Person responsible for authorizing release of confidential information;
• Person or groups who will receive the information, including information about their needs, requirements, and
expectations;
• Methods or technologies used to convey the information, such as memos, email, press releases, or social media;
• Resources allocated for communication activities, including time and budget;
• Method for updating and refining the communications management plan as the project progresses and develops,
such as when the stakeholder community changes as the project moves through different phases;
• Glossary of common terminology;
• Flow charts of the information flow in the project, workflows with possible sequence of authorization, list of
• reports, meeting plans, etc.; and
• Constraints derived from specific legislation or regulation, technology, organizational policies, etc.

can include guidelines and templates for project status meetings, project team meetings, e-meetings, and email
messages.

2
Project management plan updates
3
Project documents updates

10.1 PLAN COMMUNICATIONS MANAGEMENT 21

10.2 Manage Communications
the process of ensuring timely and appropriate collection, creation, distribution, storage, retrieval,
management, monitoring, and the ultimate disposition of project information.

22
 10.2 MANAGE COMMUNICATIONS
the process of ensuring timely and appropriate collection, creation,
? distribution, storage, retrieval, management, monitoring, and the
ultimate disposition of project information.

1/ enables an efficient and effective information flow between the

project team and the stakeholders.
This process is performed throughout the project

Project management plan Communication technology Project communications

Project management plan
Project documents Communication methods
updates
Organizational process assets Communication skills Project documents updates
Project management
Work performance reports
information system
Enterprise environmental
Project reporting
factors
Project management
information system
Interpersonal and team skills
Meetings

INPUTS TOOLS & TECHNIQUES OUTPUTS

10.2 MANAGE COMMUNICATIONS 23

 MANAGE COMMUNICATIONS
The Manage Communications process identifies all aspects of effective communication, including choice of appropriate technologies, methods, and
techniques. In addition, it should allow for flexibility in the communications activities, allowing adjustments in the methods and techniques to accommodate
the changing needs of stakeholders and the project.

This process goes beyond the distribution of relevant information and seeks to ensure that the information being communicated to project stakeholders has
been appropriately generated and formatted, and received by the intended audience. It also provides opportunities for stakeholders to make requests for
further information, clarification, and discussion. Techniques and considerations for effective communications management include but are not limited to:
• Sender-receiver models. Incorporating feedback loops to provide opportunities for interaction/participation and remove barriers to effective
communication.
• Choice of media. Decisions about application of communications artifacts to meet specific project needs, such as when to communicate in writing versus
orally, when to prepare an informal memo versus a formal report, and when to use push/pull options and the choice of appropriate technology.
• Writing style. Appropriate use of active versus passive voice, sentence structure, and word choice.
• Meeting management. Preparing an agenda, inviting essential participants, and ensuring they attend. Dealing with conflicts within the meeting or
resulting from inadequate follow-up of minutes and actions, or attendance of the wrong people.
• Presentations. Awareness of the impact of body language and design of visual aids.
• Facilitation. Building consensus and overcoming obstacles such as difficult group dynamics, and maintaining interest and enthusiasm among group
members.
• Active listening. Listening actively involves acknowledging, clarifying and confirming, understanding, and removing barriers that adversely affect
comprehension.

MANAGE COMMUNICATIONS 24
 COMMUNICATION BLOCKERS
• Noisy surroundings
• Distance between those trying to communicate
• Improper encoding of messages
• Language
• Culture

MANAGE COMMUNICATIONS 25
10.2 MANAGE COMMUNICATIONS – INPUTS
Component Influence
1 Resource management plan describes the communications that are needed for management of team or
Project management plan
physical resources

Communications management describes how project communications will be planned, structured, monitored,
plan and controlled.

Stakeholder engagement plan describes how stakeholders will be engaged through appropriate
communication strategies.

2
Project documents Change log is used to communicate changes and approved, deferred, and rejected change
requests to the impacted stakeholders.
3
Work performance reports (*) Issue log Information about issues is communicated to impacted stakeholders
include status reports and progress reports. Lessons learned register Lessons learned earlier in the project with regard to managing communications
can contain earned value graphs and information, can be applied to later phases in the project to improve the efficiency and
effectiveness of communications and the communication process
trend lines and forecasts, reserve burndown charts,
defect histograms, contract performance
information, and risk summaries. Quality report Information in the quality report includes quality issues, project and product
can be presented as dashboards, heat reports, stop improvements, and process improvements which is forwarded to those who
can take corrective actions in order to achieve the project quality expectations.
light charts, or other representations useful for
creating awareness and generating decisions and
actions. Risk report The risk report presents information on sources of overall project
risk, together with summary information on identified individual project risks
4 which is communicated to risk owners and other impacted stakeholders.
Enterprise environmental factors
5 Stakeholder register The stakeholder register identifies the individuals, groups, or organizations that
Organizational process assets will need various types of information.

10.2 MANAGE COMMUNICATIONS 26

10.2 MANAGE COMMUNICATIONS – TOOLS & TECHNIQUES
1
Communication technology
2
Communication methods
3
Communication skills (*) Communication competence A combination of tailored communication skills that considers factors such as
• clarity of purpose in key messages,
• effective relationships and
• information sharing, and
• leadership behaviors.

Feedback is information about reactions to communications, a deliverable, or a situation.

Nonverbal include appropriate body language to transmit meaning through gestures, tone
of voice, and facial expressions. Mirroring and eye contact are also important
techniques.
The team members should be aware of how they are expressing themselves
both through what they say and what they don’t say

Presentations is the formal delivery of information and/or documentation.

will be successful when the content and delivery take the following into
account:
• The audience, their expectations, and needs; and
• The needs and objectives of the project and project team.
4
Project management information Electronic project management Electronic communications Social media management
system (PMIS) tools management

10.2 MANAGE COMMUNICATIONS 27

10.2 MANAGE COMMUNICATIONS – TOOLS & TECHNIQUES
5
Project reporting is the act of collecting and distributing project information.

Status report describes where the project currently stands in relation to the performance
measurement baseline.

Progress report what has been accomplished

Trend report examines project results over time to see if performance is improving
or deteriorating.

Forecasting report predicts future project status and performance.

Variance report compares actual results to baselines.

Earned value report integrates scope, cost, and schedule measurements to assess project
performance

Lessons learned Reports on performance are used as lessons learned for future projects.
documentation
6
Interpersonal and team skills Conflict management Cultural awareness Political awareness

Active listening involve acknowledging, clarifying and confirming, understanding,

and removing barriers that adversely affect comprehension.

Meeting management is taking steps to ensure meetings meet their intended objectives
effectively and efficiently

Networking is interacting with others to exchange information and develop contacts.

7
Meeting

10.2 MANAGE COMMUNICATIONS 28

10.2 MANAGE COMMUNICATIONS – OUTPUTS
1
Project communications (*)
Project communications artifacts may include but are
not limited to:
performance reports, deliverable status, schedule
progress, cost incurred, presentations, and other
information required by stakeholders

2
Project management plan updates
3
Project documents updates

10.2 MANAGE COMMUNICATIONS 29

10.3 Monitor Communications
the process of ensuring the information needs of the project and its stakeholders are met

30
 10.3 MONITOR COMMUNICATIONS
the process of ensuring the information needs of the project and its
? stakeholders are met.

1/ this process is the optimal information flow as defined in the

communications management plan and the stakeholder engagement
plan.
This process is performed throughout the project

Project management plan Expert judgment Work performance information

Project documents Project management Change requests
Project management plan
Work performance data Data analysis
updates
Enterprise environmental
Interpersonal and team skills Project documents updates
factors
Organizational process assets Meetings

INPUTS TOOLS & TECHNIQUES OUTPUTS

10.3 MONITOR COMMUNICATIONS 31

 10.3 MONITOR COMMUNICATIONS (Cont.)
i

Monitor Communications determines if the planned communications artifacts and activities have had the desired effect of increasing or
maintaining stakeholders’ support for the project’s deliverables and expected outcomes.
may require a variety of methods, such as customer satisfaction surveys, collecting lessons learned, observations of
the team, reviewing data from the issue log, or evaluating changes in the stakeholder engagement assessment
matrix

The impact and consequences of project communications should be carefully evaluated and monitored to ensure
that the RIGHT message with the RIGHT content (the same meaning for sender and receiver) is delivered to the
RIGHT audience, through the RIGHT channel, and at the RIGHT time.

The Monitor Communications process can trigger an iteration of the Plan Communications Management and/or
Manage Communications processes to improve effectiveness of communication through additional and possibly
amended communications plans and activities.

10.3 MONITOR COMMUNICATIONS 32

10.3 MONITOR COMMUNICATION – INPUTS
1 Resource management plan Communication management plan Stakeholder engagement plan
Project management plan (*)
2 Project communications
Project documents (*) Issue log Lessons learned register

3
Work performance data (*) contains data on the types and quantities of communications that have actually been distributed.

4
Enterprise environmental factors
5
Organizational process assets

10.3 MONITOR COMMUNICATIONS 33

10.3 MONITOR COMMUNICATIONS – TOOLS & TECHNIQUES
1
Expert judgment
2
Project Management Information System
3
Data representation stakeholder engagement which can provide information about the effectiveness of the communications
assessment matrix activities
4
Interpersonal and team skills (*) observation/conversation enables the project manager to identify issues within the team, conflicts
between people, or individual performance issues
5
Meeting Face-to-face virtual meetings

10.3 MONITOR COMMUNICATIONS 34

10.3 MONITOR COMMUNICATIONS – OUTPUTS
1
Work performance information (*) Also considers feedback on communications, such as survey results on communication effectiveness

Include comparison information of the

communications that were implemented with that
were planned
[actual vs plan]

2
Change requests
3
Project management plan updates
4
Project documents updates

10.3 MONITOR COMMUNICATIONS 35

 Questions
1. A team member has been late to several recent team meetings, and the last two deliverables he submitted were not acceptable. The project manager
decides he can no longer wait for things to improve and must address the issue with the team member. What is the best form of communication for
addressing this problem?
A. Formal written communication
B. Formal verbal communication
C. Informal written communication
D. Informal verbal communication

1. Answer D
Explanation. It is best to start this discussion informally. The project manager should also document the problem and include a summary of the
conversation with the team member. If informal communication does not solve the problem, formal written communication is the next course of action.

MANAGE COMMUNICATIONS 36
 Questions
2. You have just been assigned as project manager for a large manufacturing project. This one-year project is about halfway done. It involves five different
sellers and 20 members ofyour company on the project team. You want to quickly review where the project now stands. Which of the following reports
would be the most helpful in finding such information?
A. Work status
B. Progress
C. Forecast
D. Communications

2. Answer B
Explanation The key word is quickly. The status report is too detailed for a quick look. The forecast report only looks into the future. The progress report
summarizes project status, and would be the most helpful for a quick review.

MANAGE COMMUNICATIONS 37
Thank You
Atoha Institute of Project Management
+84 28 6684 6687

cs@atoha.com