Description
understand the importance of good communication on projects and describe the major components of a communications management plan, discuss the elements of project communications planning, including information distribution, performance reporting, and administrative closure, Discuss various methods for project information distribution and the advantages and disadvantages of each
Project Communication Management
.
Learning Objectives
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?
?
?
Understand the importance of good communication on projects and describe the major components of a communications management plan Discuss the elements of project communications planning, including information distribution, performance reporting, and administrative closure Discuss various methods for project information distribution and the advantages and disadvantages of each Understand individual communication needs and how to determine the number of communications channels needed for a project
Learning Objectives
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? ?
?
Understand how the main outputs of performance reporting help stakeholders stay informed about project resources Recognize how the main outputs of administrative closure are used to formally end a project List various methods for improving project communications, such as managing conflicts, running effective meetings, using e-mail effectively, and using templates Describe how software can enhance project communications
Importance of Good Communications
The greatest threat to many projects is a failure to communicate ? Our culture does not portray IT professionals as being good communicators ? Research shows that IT professionals must be able to communicate effectively to succeed in their positions ? Strong verbal skills are a key factor in career advancement for IT professionals
?
Project Communications Management Processes
Communications planning: determining the information and communications needs of the stakeholders ? Information distribution: making needed information available in a timely manner ? Performance reporting: collecting and disseminating performance information ? Administrative closure: generating, gathering, and disseminating information to formalize phase or project completion
?
Communications Planning
Every project should include some type of communications management plan, a document that guides project communications ? Creating a stakeholder analysis for project communications also aids in communications planning
?
Communications Management Plan Contents
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?
?
? ?
?
?
A description of a collection and filing structure for gathering and storing various types of information A distribution structure describing what information goes to whom, when, and how A format for communicating key project information A project schedule for producing the information Access methods for obtaining the information A method for updating the communications management plans as the project progresses and develops A stakeholder communications analysis
Sample Stakeholder Analysis for Project Communications
Information Distribution
Getting the right information to the right people at the right time and in a useful format is just as important as developing the information in the first place ? Important considerations include
?
? using
technology to enhance information distribution ? formal and informal methods for distributing information
What Went Wrong?
A well publicized example of misuse of e-mail comes from the 1998 Justice Department's high profile, antitrust suit against Microsoft. E-mail emerged as a star witness in the case. Many executives sent messages that should never have been put in writing. The court used e-mail as evidence, even though the senders of the notes said the information was being interpreted out of context. What is negative impact of this?
The Impact of the Number of People on Communications Channels
Communication Channels
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?
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Example: The project has 14 members, out of which 4 are assigned to testing. Manager is convinced to add a verification analyst to the test team at additional cost, to the project. How many additional communication channels are introduced as a result of this change in the project?
Communication Channels
? ?
?
?
Number of communication channels with "n" members = n*(n-1)/2 Originally the project has 14 members (including the project manager), which makes the total communication channels as 14*13/2 = 91. With the addition of the quality professional as a member of the project team, the communication channels increase to 15*14/2 = 105. Therefore, the additional channels as a result of the change, that is, 105-91 = 14.
Performance Reporting
?
Performance reporting keeps stakeholders informed about how resources are being used to achieve project objectives
? Status
reports describe where the project stands at a specific point in time ? Progress reports describe what the project team has accomplished during a certain period of time ? Project forecasting predicts future project status and progress based on past information and trends ? Status review meetings often include performance reporting
Administrative Closure
A project or phase of a project requires closure ? Administrative closure produces
?
? project
archives ? formal acceptance ? lessons learned
Suggestions for Improving Project Communications
Manage conflicts effectively ? Develop better communication skills ? Run effective meetings ? Use e-mail effectively ? Use templates for project communications
?
Methods of Communication
? ?
Verbal
?
?
Timely Exchange/ Rapid Feedback
Non-Verbal
Body Language ? Total Message Impact = Words (7%) + Vocal tones (38%) + Facial expressions (55%)
?
Written Communication
?
The message should be well planned, simple, clear, and direct.
Communication from Project Managers
How PM's Spend their Time: ? 70-90% of project manager's time is spend communicating. ? Of the PM's time spend communicating, approximately 45% is spent listening. ? Another 30% is spent talking. ? PM's spend 50% of their time in meetings.
?
Effective Listening
? ? ?
? ? ? ? ? ?
Effective listening is one of the most important skills for a PM to acquire and practice. It helps develop mutual respect, rapport, and trust among project participants. Verbal listening behaviors:
Asking questions to clarify and gather more information. Paraphrasing what the speaker has said. Summarizing at intervals what the speaker has said to confirm what you have understood. Asking the speaker for examples. Ascertaining the speaker's feelings and acknowldeging them. ("You seem angry.") Directing the speaker to the most appropriate listener. ("George can best help you with that.")
?
? ? ? ? ?
Non-verbal listening behaviors:
Making eye contact. Being expressive and alert. Moving closer to the speaker. Listening for the intention behind the speaker's communication. Facial expressions, touching, use of space, use of time.
Barriers to Effective Listening
?
Barriers to Effective Listening:
? The
mismatch between our speed of talking (100-400 words per minute) and our speed of thinking (approx. 600 words per minute) makes effective listening tough. ? Some of the personal and environmental barriers that influence the overall effectiveness of communication include: ? Poor listeners: People do not talk freely when they know the audience isn't listening. ? Resistance to the message: People don't like to listen to something that is contrary to their preconceived ideas. ? Physical distractions: telephone calls, people coming in and out of office/meetings, etc.
Guidelines for Active Listening
?
Guidelines for Active Listening:
? Stop
talking! ? Show the speaker you are ready to listen: ? Silence: signals you are ready to listen. ? Few distractions: shut the door, put the phone on hold, etc. ? A receptive attitude: emphathize with the speaker's point of view.
Conflict Handling Modes, in Preference Order
Confrontation or problem-solving: directly face a conflict ? Compromise: use a give-and-take approach ? Smoothing: de-emphasize areas of differences and emphasize areas of agreement ? Forcing: the win-lose approach ? Withdrawal: retreat or withdraw from an actual or potential disagreement
?
Conflict Can Be Good
Conflict often produces important results, such as new ideas, better alternatives, and motivation to work harder and more collaboratively ? Groupthink can develop if there are no conflicting viewpoints ? Research by Karen Jehn suggests that task-related conflict often improves team performance, but emotional conflict often depresses team performance
?
Developing Better Communication Skills
Companies and formal degree programs for IT professionals often neglect the importance of developing speaking, writing, and listening skills ? As organizations become more global, they realize they must invest in ways to improve communication with people from different countries and cultures ? It takes leadership to improve communication
?
Running Effective Meetings
?
? ? ? ? ? ?
Determine if a meeting can be avoided Define the purpose and intended outcome of the meeting Determine who should attend the meeting Provide an agenda to participants before the meeting Prepare handouts, visual aids, and make logistical arrangements ahead of time Run the meeting professionally Build relationships
Using E-Mail Effectively
? ? ? ? ? ?
?
? ?
Make sure that e-mail is an appropriate medium for what you want to communicate Be sure to send the e-mail to the right people Use meaningful subjects Limit the content to one main subject, and be as clear and concise as possible Limit the number and size of attachments Delete e-mail you don’t need, and don’t open it if you question the source Make sure your virus software is up to date Respond to and file e-mails quickly Learn how to use important features
Developing a Communications Infrastructure
?
A communications infrastructure is a set of tools, techniques, and principles that provide a foundation for the effective transfer of information ? Tools include e-mail, project management software, groupware, fax machines, telephones, teleconferencing systems, document management systems, and word processors ? Techniques include reporting guidelines and templates, meeting ground rules and procedures, decision-making processes, problem-solving approaches, and conflict resolution and negotiation techniques ? Principles include using open dialog and an agreed upon work ethic
Using Software to Assist in Project Communications
?
? ? ?
There are many software tools to aid in project communications Today more than 37 percent of people telecommute or work remotely at least part-time Project management software includes new capabilities to enhance virtual communications Project 2002’s enterprise edition includes features for portfolio management, resource management, and collaboration
Communications Plan
Supplier Delivery Heads/VPs
• Monthly /Quarterly reviews • Visits • Managing overall Relationship
Customer Directors / VPs
Technical Manager
• • • • Quality process compliance, initiatives Staffing and People retention Customer Satisfaction Monthly /Quarterly status and business reviews
• Monthly/Bi-weekly meetings • Reviews • Managing Projects
Technical Managers
Project Manager & Delivery Teams
• Good focus on day-to-day activities • Tracking of regular activities • Trainings • Adherence to Quality Processes • Team management • Project Management
• Daily /weekly meeting • Reviews • Day-to-day interactions
Project Manager Technical Teams
Thank You…
?
Thank You…
doc_792230616.ppt
understand the importance of good communication on projects and describe the major components of a communications management plan, discuss the elements of project communications planning, including information distribution, performance reporting, and administrative closure, Discuss various methods for project information distribution and the advantages and disadvantages of each
Project Communication Management
.
Learning Objectives
?
?
?
?
Understand the importance of good communication on projects and describe the major components of a communications management plan Discuss the elements of project communications planning, including information distribution, performance reporting, and administrative closure Discuss various methods for project information distribution and the advantages and disadvantages of each Understand individual communication needs and how to determine the number of communications channels needed for a project
Learning Objectives
?
? ?
?
Understand how the main outputs of performance reporting help stakeholders stay informed about project resources Recognize how the main outputs of administrative closure are used to formally end a project List various methods for improving project communications, such as managing conflicts, running effective meetings, using e-mail effectively, and using templates Describe how software can enhance project communications
Importance of Good Communications
The greatest threat to many projects is a failure to communicate ? Our culture does not portray IT professionals as being good communicators ? Research shows that IT professionals must be able to communicate effectively to succeed in their positions ? Strong verbal skills are a key factor in career advancement for IT professionals
?
Project Communications Management Processes
Communications planning: determining the information and communications needs of the stakeholders ? Information distribution: making needed information available in a timely manner ? Performance reporting: collecting and disseminating performance information ? Administrative closure: generating, gathering, and disseminating information to formalize phase or project completion
?
Communications Planning
Every project should include some type of communications management plan, a document that guides project communications ? Creating a stakeholder analysis for project communications also aids in communications planning
?
Communications Management Plan Contents
?
?
?
? ?
?
?
A description of a collection and filing structure for gathering and storing various types of information A distribution structure describing what information goes to whom, when, and how A format for communicating key project information A project schedule for producing the information Access methods for obtaining the information A method for updating the communications management plans as the project progresses and develops A stakeholder communications analysis
Sample Stakeholder Analysis for Project Communications
Information Distribution
Getting the right information to the right people at the right time and in a useful format is just as important as developing the information in the first place ? Important considerations include
?
? using
technology to enhance information distribution ? formal and informal methods for distributing information
What Went Wrong?
A well publicized example of misuse of e-mail comes from the 1998 Justice Department's high profile, antitrust suit against Microsoft. E-mail emerged as a star witness in the case. Many executives sent messages that should never have been put in writing. The court used e-mail as evidence, even though the senders of the notes said the information was being interpreted out of context. What is negative impact of this?
The Impact of the Number of People on Communications Channels
Communication Channels
?
?
?
Example: The project has 14 members, out of which 4 are assigned to testing. Manager is convinced to add a verification analyst to the test team at additional cost, to the project. How many additional communication channels are introduced as a result of this change in the project?
Communication Channels
? ?
?
?
Number of communication channels with "n" members = n*(n-1)/2 Originally the project has 14 members (including the project manager), which makes the total communication channels as 14*13/2 = 91. With the addition of the quality professional as a member of the project team, the communication channels increase to 15*14/2 = 105. Therefore, the additional channels as a result of the change, that is, 105-91 = 14.
Performance Reporting
?
Performance reporting keeps stakeholders informed about how resources are being used to achieve project objectives
? Status
reports describe where the project stands at a specific point in time ? Progress reports describe what the project team has accomplished during a certain period of time ? Project forecasting predicts future project status and progress based on past information and trends ? Status review meetings often include performance reporting
Administrative Closure
A project or phase of a project requires closure ? Administrative closure produces
?
? project
archives ? formal acceptance ? lessons learned
Suggestions for Improving Project Communications
Manage conflicts effectively ? Develop better communication skills ? Run effective meetings ? Use e-mail effectively ? Use templates for project communications
?
Methods of Communication
? ?
Verbal
?
?
Timely Exchange/ Rapid Feedback
Non-Verbal
Body Language ? Total Message Impact = Words (7%) + Vocal tones (38%) + Facial expressions (55%)
?
Written Communication
?
The message should be well planned, simple, clear, and direct.
Communication from Project Managers
How PM's Spend their Time: ? 70-90% of project manager's time is spend communicating. ? Of the PM's time spend communicating, approximately 45% is spent listening. ? Another 30% is spent talking. ? PM's spend 50% of their time in meetings.
?
Effective Listening
? ? ?
? ? ? ? ? ?
Effective listening is one of the most important skills for a PM to acquire and practice. It helps develop mutual respect, rapport, and trust among project participants. Verbal listening behaviors:
Asking questions to clarify and gather more information. Paraphrasing what the speaker has said. Summarizing at intervals what the speaker has said to confirm what you have understood. Asking the speaker for examples. Ascertaining the speaker's feelings and acknowldeging them. ("You seem angry.") Directing the speaker to the most appropriate listener. ("George can best help you with that.")
?
? ? ? ? ?
Non-verbal listening behaviors:
Making eye contact. Being expressive and alert. Moving closer to the speaker. Listening for the intention behind the speaker's communication. Facial expressions, touching, use of space, use of time.
Barriers to Effective Listening
?
Barriers to Effective Listening:
? The
mismatch between our speed of talking (100-400 words per minute) and our speed of thinking (approx. 600 words per minute) makes effective listening tough. ? Some of the personal and environmental barriers that influence the overall effectiveness of communication include: ? Poor listeners: People do not talk freely when they know the audience isn't listening. ? Resistance to the message: People don't like to listen to something that is contrary to their preconceived ideas. ? Physical distractions: telephone calls, people coming in and out of office/meetings, etc.
Guidelines for Active Listening
?
Guidelines for Active Listening:
? Stop
talking! ? Show the speaker you are ready to listen: ? Silence: signals you are ready to listen. ? Few distractions: shut the door, put the phone on hold, etc. ? A receptive attitude: emphathize with the speaker's point of view.
Conflict Handling Modes, in Preference Order
Confrontation or problem-solving: directly face a conflict ? Compromise: use a give-and-take approach ? Smoothing: de-emphasize areas of differences and emphasize areas of agreement ? Forcing: the win-lose approach ? Withdrawal: retreat or withdraw from an actual or potential disagreement
?
Conflict Can Be Good
Conflict often produces important results, such as new ideas, better alternatives, and motivation to work harder and more collaboratively ? Groupthink can develop if there are no conflicting viewpoints ? Research by Karen Jehn suggests that task-related conflict often improves team performance, but emotional conflict often depresses team performance
?
Developing Better Communication Skills
Companies and formal degree programs for IT professionals often neglect the importance of developing speaking, writing, and listening skills ? As organizations become more global, they realize they must invest in ways to improve communication with people from different countries and cultures ? It takes leadership to improve communication
?
Running Effective Meetings
?
? ? ? ? ? ?
Determine if a meeting can be avoided Define the purpose and intended outcome of the meeting Determine who should attend the meeting Provide an agenda to participants before the meeting Prepare handouts, visual aids, and make logistical arrangements ahead of time Run the meeting professionally Build relationships
Using E-Mail Effectively
? ? ? ? ? ?
?
? ?
Make sure that e-mail is an appropriate medium for what you want to communicate Be sure to send the e-mail to the right people Use meaningful subjects Limit the content to one main subject, and be as clear and concise as possible Limit the number and size of attachments Delete e-mail you don’t need, and don’t open it if you question the source Make sure your virus software is up to date Respond to and file e-mails quickly Learn how to use important features
Developing a Communications Infrastructure
?
A communications infrastructure is a set of tools, techniques, and principles that provide a foundation for the effective transfer of information ? Tools include e-mail, project management software, groupware, fax machines, telephones, teleconferencing systems, document management systems, and word processors ? Techniques include reporting guidelines and templates, meeting ground rules and procedures, decision-making processes, problem-solving approaches, and conflict resolution and negotiation techniques ? Principles include using open dialog and an agreed upon work ethic
Using Software to Assist in Project Communications
?
? ? ?
There are many software tools to aid in project communications Today more than 37 percent of people telecommute or work remotely at least part-time Project management software includes new capabilities to enhance virtual communications Project 2002’s enterprise edition includes features for portfolio management, resource management, and collaboration
Communications Plan
Supplier Delivery Heads/VPs
• Monthly /Quarterly reviews • Visits • Managing overall Relationship
Customer Directors / VPs
Technical Manager
• • • • Quality process compliance, initiatives Staffing and People retention Customer Satisfaction Monthly /Quarterly status and business reviews
• Monthly/Bi-weekly meetings • Reviews • Managing Projects
Technical Managers
Project Manager & Delivery Teams
• Good focus on day-to-day activities • Tracking of regular activities • Trainings • Adherence to Quality Processes • Team management • Project Management
• Daily /weekly meeting • Reviews • Day-to-day interactions
Project Manager Technical Teams
Thank You…
?
Thank You…
doc_792230616.ppt