PMP Study Group-Communication Management
PMP Study Group-Communication Management
PMP Study Group-Communication Management
COMMUNITY
PMP STUDY GROUP- COMMUNICATION
MANAGEMENT
1 © Copyright 2019 HP Development Company, L.P. The information contained herein is subject to change without notice.
AGENDA
• Summary of PMBOK Communication Management
• Additional resources:
Sales Operations Project Management Hub
Change Management Hub- Templates
EMEA SO Storyteller Hub
• Practice Exam questions- RMC
WHAT IS COMMUNICATION MANAGEMENT?
Verbal & Words and more than words (voice inflection, body language)
Non-Verbal
The test will expect you to know which communication dimension is preferred
for a given situation.
COMMUNICATION SKILLS
Commonly used, BUT not limited to:
Active & effective listening
Summarizing, recapping, and identifying next steps to ensure that everyone is aligned and understands the
information
Important for project success – the project manager determines communication needs of all
stakeholders.
No
is eDECODE
ENCODE is e
No
Medium
RECEIVER
SENDER e.g. Phone
No i se
ise No
Responsible for making sure that
Responsible for making sure that
information is received in its
information is clear and complete, and DECODE ENCODE
entirety, understood correctly and
confirming that it is properly
acknowledged
understood
BASIC COMMUNICATION MODEL
Sender Receiver
Noise
Transmit
Encode Decode
Acknowledge
Medium
Decode Encode
Feedback
Noise
Receiver Sender
10.1.2 PLAN COMMUNICATIONS MANAGEMENT: TOOLS &
TECHNIQUES
4. Communication Methods
Method Description
Interactive Between two or more parties in a multidirectional exchange of information. This is the most
efficient way to ensure common understanding by all participants (includes meetings, phone calls,
video conferencing etc.)
Push Information sent to specific recipients who need to know the information. This ensures that
information is distributed but does not certify that it actually reached or was understood by the
intended audience (includes letters, emails, faxes, vmails, press releases etc.)
Pull Used for very large volumes of information or for very large audiences. Requires recipients to
access the communication content at their own discretion (include intranet sites, e-learning,
knowledge repositories etc.)
5. Meetings
Can be discussion and dialogue with the project team, or stakeholders coming
together to resolve problems or make decisions; usually formal, beginning with a
list of issues, the resulting information is disseminated to all stakeholders
OTHER COMMUNICATION CONCEPTS/TERMS TO KNOW
Active Listening:
the receiver confirms listening by nodding, eye contact and asking questions for clarification.
Effective Listening:
the receiver attentively watches the sender to observe physical gestures and facial expressions. In
addition, the receiver contemplates responses, asks pertinent questions, repeats or summarizes what the
sender has sent and provides feedback.
Feedback:
Noise:
Nonverbal Communication:
about 55% of all communication, based on what is commonly called body language.
Paralingual Communication:
optional vocal effects, the tone of voice that may help communicate meaning.
10.1.3 PLAN COMMUNICATIONS MANAGEMENT: OUTPUT
1. Communications Management Plan (Is a component of the project management plan)
Usually provides:
Stakeholder communication requirements
Information to be communicated, including language, format, content, & level of detail
Reason for the distribution of that information
Time frame and frequency for the distribution of required information
Person responsible for communicating the information
Person responsible for authorizing release of confidential information
Person or groups who will receive the information
Method/technologies used to convey the information (email, memos, press release)
Resources allocated for communication activities, including time and budget
Escalation process identifying time frames and mgmt chain for issue escalation
Method for updating and refining the communications mgmt plan as project develops
Glossary of common terminology
Flow charts of the project information flow, authorization sequence, list of reports, meeting plans etc.
Communication constraints, usually due to specific legislation/regulation/technology policies
10.2 PROCESS NAME: MANAGE COMMUNICATIONS
PROCESS GROUP: EXECUTING
“Process of creating, collecting, distributing, storing, retrieving, and the ultimate
disposition of project information in accordance with the communications management
plan.”
2. Expert Judgment
To assess the impact of project communications, a need for action or
intervention, and timeframes. Can be provided by anyone with specialized
training or knowledge; e.g. consultants, stakeholders, subject matter experts,
PMO.
3. Meetings
To facilitate discussion and dialogues among the team, with stakeholders, at the
project site, with suppliers, etc.
10.3.3 CONTROL COMMUNICATIONS:
OUTPUTS
1. Work Performance Information
Performance data providing status and progress information, communicated to stakeholders
2. Change requests
Processed through the “Perform Integrated Change Control” process (section 4.5).
Examples:
Revised cost estimates, schedule dates, corrective action recommendations bringing
project back in line with project management plan
3. Project management plan updates
Updates to the communications management plan or other components of the project
management plan
4. Project documents updates
Forecasts, performance reports, issue logs
5. Organizational process assets updates
Report formats
Lessons learned
QUESTIONS?
THANK YOU
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