PMP Chap 10 - Project Communication Management Details

By: Anand Bobade (nmbobade@gmail.com)
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PMBOK Chapter 10 :
Project Communication Management
Plan
Communication
Manage
Communication
Control
Communication
Monitoring & ControlPlanning Executing

Learning Objectives
Introduction
Communication Management Processes
Review
Self Assessment
Additional Resources

Introduction
The process required to ensure timely and appropriate generation,
collection, distribution, storage, retrieval, and ultimate disposition
of project information.
Timely
and
appropriate
Generation
Collection
Distribution Storage
Retrieval
Disposition
Processes related to

Introduction
In order to have clear, concise communication, the PM must handle
communication in a structured way & choose the best type of
communication for the situation.
• is a key to project successEffective & efficient Communication
Internal
Formal
Vertical
Official
Written
Verbal
External
Informal
Horizontal
Unofficial
Oral
Non‐verbal
Dimensions of Communication:

Introduction
90% of project Management time is spent in communicating.
55% of communication is non-verbal
Following are the Project Management communication skills:
Listening Questioning Educating Fact-Finding
Setting Expectations Persuading Motivating Coaching
Negotiating Resolving Conflict Summarizing

10. Project Communication Management Knowledge Area
10.1 Plan communication Management
• Developing an appropriate approach and plan for project
communications based on stakeholder’s information
needs and requirements, and available organizational
assets.
10.2 Manage Communications
• Creating, collecting, distributing, storing, retrieving, and
the ultimate disposition of project information in
accordance to the communications management plan.
10.3 Control Communications
• Monitoring and controlling communications throughout
the entire project life cycle to ensure the information
needs of the project stakeholders are met.

Developing an appropriate approach & plan for project
communications based on stakeholder’s information
needs & requirements, & available organizational assets.
It identifies & documents approach to communicate most effectively
& efficiently with stakeholders.
• Providing only the information that is needed.Efficient Communication
Approach
&
Plan
Right format Right time
Right audience Right impact
Effective
Communication:

What and when to communicate is important.
It must be seriously planned in the early phases of the project.
Sponsor, Customer,
Functional Manager,
Program Manager,
Team Members
Other Project
Managers
Other
Projects
Other
Stakeholders
The
Project
Inadequate communication
planning leads to:
Delay in message delivery
Communication of information
to wrong audience
Insufficient communication to
stakeholders
Misunderstanding or
misinterpretation of message
communicated

Information needs & methods of distribution may vary widely.
Following are the Important considerations:
Who needs what information
Who is Authorized to share
When they will need
information
Where the information should
be stored
What format information
should be stored
How the information can be
retrieved
time zone, language barriers
Cultural considerationsrriers

10.1 Plan communication Management->ITTO
Inputs (4)
• Project
management plan
• Stakeholder register
• Enterprise
environmental
factors
• Organizational
process assets
Tools &
Techniques(5)
• Communication
requirements
analysis
• Communication
technology
• Communication
models
• Communication
methods
• Meetings
Outputs (5)
• Communications
management plan
• Project documents
updates

10.1 Plan communication Management-> Input
PMP
Stakeholder
register EEF OPA

10.1 Plan communication Management-> Input
How project will be executed, monitored, controlled
Provide information about stakeholders that is required to
plan the communication
Structure of an organization will have impact on the
communication plan.
Important: Lessons leaned & historical information

10.1 Plan communication Management-> T&T
Communication
requirements
analysis
Communication
technology
Communication
models
Communication
methods Meetings

10.1 Plan comm. Manag’t->T&T->Comm. Req. analysis
Communication
requirements
analysis
• Information needs
• Type and format
• Value of information.
Analysis helps PM to
determine:
Organizational charts, Stakeholder information
Project organization & stakeholder responsibility relationships
Disciplines, departments, and specialties
Logistics of how many / at which locations
Internal & External information needs
Sources of
Information

Communication
requirements
analysis
The only formula with letter “N” is communication channels
• Potential Communication channels or pathsProject communication complexity indicator:
Communication Channels:
With each added stakeholder,
communication needs can grow rapidly
Communication Channel
Formula:
[N(N-1)]/2
Where N:
No. of peoples

Communication
requirements
analysis
Click here
=> 4(4-1))/2= 6
Channel = 6
Click here
=> 5(5-1))/2= 10
Channel = 10
Example:
No. of people
= 4
No. of people
= 5

Factors affect
choice of
comm.
technology
10.1 Plan comm. Manag’t->T&T->Comm. Technology
Communication
Technology
It is used to transfer information among Project stakeholders.
Urgency of the need for information
• Urgency, Frequency & Format
Availability of Technology
• Technology is compatible, available & accessible
Ease of use
• Suitable for everyone, Provide Training
Project environment
• Face to face, Virtual, Location, communication language
Sensitivity & confidentiality of the Data
• Determine Sensitivity or confidentiality of information
• Any additional security measures to be taken

10.1 Plan comm. Manag’t->T&T->Comm. Models
Communication
models
Noise is any interference or barrier that might compromised
the delivery of message. E.g., Distance, unfamiliar
technology, inadequate infrastructure, culture etc
Are used to facilitate communication and exchange
information.

Communication
models
Sequence of Steps:
Encode:
• Thoughts/ideas translated into language.
Transmit Message.
• Information through communication channel (medium).
Decode:
• Message translated back into meaningful thoughts
/ideas
Acknowledge:
• Signal receipt of the message
Feedback/Response:
• Receiver encodes thoughts/ideas in message &
transmits message to the original sender.

Communication
Models
Sender need to be aware of below communication factors:
Sender Responsibility:
• Ensure Information communicated is clear & complete
• Confirm the communication is correctly understood
Receiver Responsibility:
• Ensure Information is received in entirety
• Understood correctly
• Acknowledged and responded appropriately
• Significant amount of communication is non-verbal (Body language)Nonverbal:
• Communicators voice(pitch & tone) helps to convey spoken messagePara lingual:
• Wording, Phrasing are very important
• Meaning can be changed based on accompanying nonverbal or Para lingual factors
Words:

Communication
Methods
There are several communication methods that are used to
share information among project stakeholders.
• Between 2 or more
parties
• Multi‐directional
• Most Efficient way
• Ex: Meetings, Phone
calls, Instant
messaging, video
conferencing
Interactive
• Sent to Specific
recepients
• Distributed
• Not sure understood?
• Ex: Letters, Memos,
Reports, Emails, Press
releases.
Push
• Used for large
volume
• Large audiences
• Recipient to access
contents at own
discretion
• Ex: E-Learning,
Knowledge
repositories
Pull

10.1 Plan communication Management-> Output
Communication
Management Plan
Project
Documents
Updates

10.1 Plan communication Management-> Output->CMP
Communication
Management Plan
What need to be
communicated
Why Between
whom
Best
communicatio
n Method
Responsibility When &
frequency
Communication Management plan provides information like:
How information will be stored, retrieved, maintained & distributed
What system & processes are already in place in an organization.
How all information will be managed after project closure.
Team is involved in creation of the plan.
Helps to set the ground rules for communication.
It will help stakeholders in creating & sharing project information.

10.1 Plan communication Management-> Output- >CMP
Stakeholder communication requirements
Information to be communicated
Reason for the distribution of that information
Time frame and frequency
Person responsible for communicating the information
Person responsible for authorizing release of confidential information
Person or groups who will receive the information

10.1 Plan communication Management->Data Flow Diagram

It is the process of creating, collecting, distributing, storing,
retrieving, and the ultimate disposition of project information
in accordance to the communications management plan.
The key benefit of this process is that it enables an efficient and
effective communications flow between project stakeholders.
Creating Collecting Distributing
Storing Retrieving Disposition

It is the process of creating, collecting, distributing, storing,
retrieving, and the ultimate disposition of project information
in accordance to the communications management plan.
The key benefit of this process is that it enables an efficient and
effective communications flow between project stakeholders.
Ensure Information being:
Appropriately generated
Received
Understood
Stakeholder can request:
Further information
Clarification
Discussion

Techniques & Consideration for effective
communications Management:
Sender Receiver model Choice of Media Writing style
Meeting management &
Presentation Techniques
Facilitation Techniques Listening Techniques

10.2 Manage Communications->Inputs, T&T & Outputs
Inputs (4)
• Communications
management plan
• Work performance
reports
• EEF
• OPA
Tools &
Techniques(5)
• Communication
technology
• Communication
models
• Communication
methods
• Information
management
systems
• Performance
reporting
Outputs (4)
• Project
communications
• PMP updates
updates
• OPA updates

10.2 Manage Communications->Inputs
Communication
Management
Plan
Work
performance
reports EEF OPA

10.2 Manage Communications->Inputs
How communication will be planned, structured, monitored &
controlled
Collection of Project performance information that will facilitate
discussion & to create communication
Organization Culture & structure,
Government or industry standards & regulations
Project Management Information System
Policies, Procedures, Processes & guidelines
Templates, Historical information

10.2 Manage Communications->T&T
Communication
Technology
Communication
Models
Communication
Methods
Information
management
systems
Performance
reporting

10.2 Manage Communications->T&T->IMS
Information
Management
Systems
Project information is managed & distributed using
Varity of ways:
Sign-off
documents,
Letters, Memos &
reports
Hard‐copy
Document management
E‐mail, fax, voice
mail, telephone,
video and web
conferencing,
websites, and web
publishing
Electronic
Communications
Management
Web interfaces to
scheduling and
Project
management
software
EPMT –
Electronic Project
Management Tools

10.2 Manage Communications->T&T->Performance Reporting
Performance
Reporting
Collect & distribute performance information:
Status Report
• Where the project now stands
Progress Report
• What has been accomplished.
Trend Report
• If performance is improving or deteriorating
Forecasting Report
• Future project status and performance.
It involves:
Periodic collection of information
Analysis of baseline vs. actuals
Understand & comm. progress

10.2 Manage Communications->T&T->Performance Reporting
Performance
Reporting
Performance reporting needs to provide information at
appropriate level for each audience.
Analysis of past performance
Analysis of project forecasts
Current status of risks and issues
Work completed during the period
Work to be completed in the next period
Summary of changes approved in the period
Other relevant information, which is reviewed and discussed.
Elaborate status report
may include:

10.2 Manage Communications -> Output
Project
communications PMP update
Project doc.
Updates OPA updates

Project
Communications
Project communication
includes:
Performance
reports
Deliverables
status
Schedule
progress
Cost incurred
Factors that influence Project Communications:
Urgency & Impact Method of delivery
Level of
confidentiality

Project
document
Updates
Issue log
Project Schedule
Project funding
Requirements

OPA updates
Stakeholder notifications & Feedback
Project reports
Project presentations, Project records
Lessons learned documentation

10.2 Manage Communications->Data Flow Diagram

10.3 Control Communications
Optimal information flow
Project lifecycle
Stakeholders needs
Process of monitoring & controlling communications
throughout the entire project life cycle to ensure the
information needs of the project stakeholders are met.
The key benefit of this process is that it ensures an optimal information
flow among all communication participants, at any moment in time.

10.3 Control Communications->Input, T&T, & Output
Inputs (4)
• Project
management plan
• Project
communications
• Issue log
data
• OPA
Tools &
Techniques(3)
• Information
management
systems
• Expert judgment
• Meetings
Outputs (4)
information
• Change requests
• PMP updates
updates
• OPA updates

10.3 Control Communications->Input
PMP
Project
Communications Issue log
Work Perfo’ce
Data OPA

10.3 Control Communications->Input
Stakeholder communication requirements; Reasons for distribution of the information
Timeframe & frequency of the distribution; Individual or group responsible for
communication; Individual of group receiving the information.
Deliverable status
schedule progress
Costs incurred
Facilate communication & ensure common understanding of the issues.
Monitor who is responsible for resolving specific issue by target date.
Organizes & summarizes the information gathered and presents the results of
comparative analysis to the performance mesurement baseline.
Reports templates; Policies , standards procedures
Specific communication technology available; Allowed communication media
Record retention policies, Security requirements

10.3 Control Communications->Tools & Techniques
Information
Mang’t Systems
Expert
Judgment Meetings

10.3 Control Communications->T&T->IMS
Information
Management
Systems
Ex:
Microsoft
Project
Table
reporting
Spread
sheet
analysis
Presentatio
n
Provides set of standard tools for project manager to capture,
store & distribute information (Cost, schedule, progress and
performance)
Also, helps in Reports consolidation & Reports distribution.

10.3 Control Communications-> Output
Work Perf’ce
Information
Change
Requests PMP Update
Project Doc’t
Updates OPA updates

10.3 Control Communications-> Output
This performance data typically provides status & progress information.(described in
4.4.1.5)
This process often results in the need for adjustment, action and intervention.
As a result Change request will be raised, which is processed through Perform
Integrated Change Control Process.
It may trigger updates to the Communication Management Plan as well as
other components of PMP (Stakeholder & HR management plans)
Forecasts, Performance reports & Issue log
Report formats & lesson learned documents

10.3 Control Communications->Data Flow Diagram

Review!!
PMP Stakeholder
register
EEF OPA
Communicatio
n requirements
analysis
Communicatio
n technology
Communicatio
n models
Communicatio
n methods
Meetings
PMP Project
Communication
s
Issue log Work
Performance
Data
OPA
Work
Performance
Information
Change
Requests PMP Update
Project
Document
Updates
OPA updates
Information
Managemen
t Systems
Expert
Judgment
Meetings
Project
communicati
ons
PMP update
Project
document
Updates
OPA
updates
Communicatio
n Technology
Communicatio
n Models
Communicatio
n Methods
Information
management
systems
Performance
reporting
Communicati
on
Management
Plan
Work
performance
reports
EEF OPA
Communication
Management
Plan
Project
Documents
Updates

Self Assessment
d. Noise (PMBOK – page 293)
You are managing a project team where members are located in geographically
different areas, hence all the communication is done via e-mail and group chat
software. Sometimes, it is hard to get messages across team as you can’t see face to
face or hear tone of voice. What does this indicates?
a. Medium.
b. Encoding.
c. Decoding.
d. Noise.

Self Assessment
a. Pull communication. (This is suited for very large audiences and would allow them to access information
content at their own discretion. [PMBOK 5th edition, Page 295])
You are working on government project which will change mechanism to apply for
passport. It will have impact on entire population who will request new passport or
change passport details. You have to communicate changes to the everyone. What
communication method would be appropriate?
a. Pull communication.
b. Push communication.
c. Two-way communication.
d. Push communication.

Self Assessment
b. 105 - The number of channels = n(n-1)/2 where n is the number of stakeholders. 15(15-1)/2=105 -
[PMBOK 5th edition, Page 292]
During initial phase of the Project, PM has 10 stakeholders but the number increases
to 15 when project was at its peak. So, how many communication channels project
manager is managing?
a. 45.
b. 105.
c. 10.
d. 15.

Self Assessment
b. Medium. (PMBOK 5, Page 293 )
The process of communication contains four major parts. Which part is the method
used to convey the message?
a. Recipient.
b. Medium.
c. Message.
d. Recipient.

Self Assessment
b. Medium. (PMBOK 5, Page 306 )
An arrangement that provides a set of standard tools for the project manager to
capture, store and distribute information to stakeholders about the project's costs,
schedule progress, and performance is known as
a. Information Management System.
b. Performance Reporting.
c. Expert Judgment.
d. Project schedule.

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