9.

Communication Management
 Project Communications Management
• Project Communications 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.

• Project Communications Management consists

of two parts.
– The first part is developing a strategy to ensure
communication is effective for stakeholders
– The second part is carrying out the activities
necessary to implement the communication strategy.

Dr.Mounir
 Project Communications Management
❑The Project Communications Management processes
are:
• 10.1 Plan Communications Management
– 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
– The process of ensuring timely and appropriate collection, creation,
distribution, storage, retrieval, management, monitoring, and the ultimate
disposition of project information.
• 10.3 Monitor Communications
– The process of ensuring the information needs of the project and its
stakeholders are met.
– provides an overview of the Project Communications Management
processes.

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 Project Communications Overview
Plan Communications Manage Monitor
Management Communications Communications

Tools & Techniques

1. Expert judgment
Tools & Techniques Tools & Techniques
2. Communication requirements analysis
1. Communication technology 1. Expert judgment
2. Communication methods 2. Project management information system
3. Communication technology
3. Communication skills 3. Data representation
4. Communication models
4. Project management information system
5. Communication methods 4. Interpersonal and team skills
5. Project reporting
6. Interpersonal and team skills 5. Meetings
6. Interpersonal and team skills
7. Data representation
7. Meetings Outputs
8. Meetings
1.Work performance information
Outputs
1. Communications management plan
Outputs 2. Change requests
2. Project management plan updates
1. Project communications 3. Project management plan updates
2. Project management plan updates 4. Project documents updates
3. Project documents update
3. Project documents updates
4. OPA updates

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 Key Concepts For Project
Communications Management
• Communication is the exchange of information, intended or involuntary.
• The information exchanged can be in the form of ideas, instructions , or
emotions.
❑ 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.

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 Key Concepts For Project
Communications Management
• Effective communication builds a bridge
between diverse stakeholders who may have
different cultural and organizational backgrounds
as well as different levels of expertise,
perspectives, and interests.
• 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.
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 Key Concepts For Project
Communications Management
❑Communication activities have many dimensions, :-
➢ 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.

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 Key Concepts For Project
Communications Management
❑ The fundamental attributes of Effective Communication
activities and developing effective communication artifacts
are:
➢ Clarity on the purpose of the communication—
defining its purpose;
➢ Understanding as much as possible about the receiver
of the communications, meeting needs, and preferences;
➢ Monitoring and measuring the effectiveness of the
communications.

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 10.1 Plan Communications Management
• Plan Communications Management is 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.
• The key benefit of this process is 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.

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 Plan Communications Management
TOOLS & TECHNIQUES
OUTPUTS
1. Expert judgment
2. Communication
requirements analysis
3. Communication technology
4. Communication models 1. Communications
5. Communication methods
Management plan
6. Interpersonal and team skills
• Communication styles assessment 2. Project Mgt. plan updates
• Political awareness • Stakeholder engagement Plan
• Cultural awareness
3. Project documents updates
7. Data representation • Project schedule
• Stakeholder engagement assessment • Stakeholder register
matrix

8. Meetings

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 Plan Communications Management
• 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.
• While all projects
– share the need to communicate project information, the information needs and
methods of distribution may vary widely.
– The methods of storage, retrieval, and ultimate disposition of the project
information need to be considered and documented during this process.
• The results of the Plan Communications Management process should be
reviewed regularly throughout the project and revised as needed to ensure
continued applicability.

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 ❑ Plan Communications Management
Tools And Techniques
1. EXPERT JUDGMENT
➢ Politics and power structures in the organization;
➢ Environment and culture of the organization and other
customer organizations;
➢ Organizational change management approach and
practices;
➢ Industry or type of project deliverables;
➢ Organizational communications technologies;
➢ Organizational policies and procedures regarding legal
requirements of corporate communications;
➢ Organizational policies and procedures regarding security;
➢ Stakeholders, including customers or sponsors.
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 ❑ Plan Communications Management
Tools And Techniques
2. Communication
Requirements Analysis
• determines the information needs of the project
stakeholders.
• These requirements are defined by combining the
type and format of information needed with an
analysis of the value of that information.
• Sources of information typically used to identify and
define project communication requirements include
but are not
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 ❑ Plan Communications Management
Tools And Techniques
❑ Communication Models

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 Plan Communications Management Tools And Techniques
• Cross-cultural communication
– presents challenges to ensuring that the meaning of the message has been understood.
• Differences in communication styles
– can arise from differences in working methods, age, nationality, professional
discipline, ethnicity, race, or gender.
• People from different cultures
– communicate using different languages (e.g., technical design documents, different
styles) and expect different processes and protocols.
• The communication model
– incorporates the idea that the message itself and how it is transmitted are influenced
by the sender’s current emotional state, knowledge, background, personality, culture,
and biases.
• the receiver’s emotional state knowledge, background, personality, culture, and
biases will influence how the message is received and interpreted, and will
contribute to the barriers or noise.
• This communication model and its enhancements can assist in developing
communication strategies and plans for person-to-person or even small group to
small group communications. It is not useful for other communications
artifacts such as emails, broadcast messages, or social media.

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 Plan Communications Management Tools And Techniques

4. Communication methods :-
❑Interactive communication:
▪ Between two or more parties performing a multidirectional exchange of
information. It is the most efficient way to ensure a common understanding
by all participants on specified topics, and includes meetings, phone calls,
instant messaging, video conferencing , Interactive etc.
❑Push communication:
▪ Sent to specific recipients who need to know the information. This ensures
that the information is distributed but does not certify that it actually
reached or was understood by the intended audience. Push communication
includes letters, memos, reports, emails, faxes, voice mails, press releases
etc.
❑Pull communication
▪ Used for very large volumes of information, or for very large audiences,
that requires the recipients to access the communication content at their own
discretion. These methods include internet sites, e-learning, and knowledge
repositories, lessons learned databases, etc.

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 Plan Communications Management Tools And Techniques

6. INTERPERSONAL AND TEAM SKILLS

• Interpersonal and team skills that can be used for this
process include but are not limited to:
❑Communication styles assessment :-
– A technique used to assess communication styles and
identify the preferred communication 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.

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 Plan Communications Management Tools And Techniques

❑ Political awareness.
– Political awareness helps the project manager to plan communications based on the
project environment as well as the organization’s political environment.
Political awareness concerns the recognition of power relationships, both formal and
informal, and also the willingness to operate within these structures.
– An understanding of the strategies of the organization, knowing who wields
power and influence in this arena, and developing an ability to communicate with
these stakeholders are all aspects of political awareness.
❑Cultural awareness.
– 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.
– This awareness and any consequent actions minimize misunderstandings and
miscommunication that may result from cultural differences within the project’s
stakeholder community.
– Cultural awareness and cultural sensitivity help the project manager to plan
communications based on the cultural differences and requirements of stakeholders
and team members.

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 Plan Communications Management Tools And Techniques

7. DATA REPRESENTATION
8. MEETINGS

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 ❑ Plan Communications Management:
Output
Communications Management Plan
Escalation processes
• Information to be communicated, including language, format, content, and level of
detail;
• 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;
• Stakeholder communication requirements;
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 ❑ Plan Communications Management:
Output
• … Communications Management Plan
• 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
• guidelines and templates for project status meetings,
project team meetings, e-meetings, and email messages.
• The use of a project website and project management
software can be included if these are to be used in the
project.
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 10.2 Manage Communications
• Manage Communications is the process of ensuring
timely and appropriate collection, creation, distribution,
storage, retrieval, management, monitoring, and the
ultimate disposition of project information.
• The key benefit of this process is that
– it enables an efficient and effective information flow between
the project team and the stakeholders.
• This process is performed throughout the project.
– The Manage Communications process identifies all aspects of effective
communication, including choice of appropriate technologies, methods, and
techniques.
– 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.

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 Manage Communications
1. Communication technology
2. Communication methods
OUTPUTS
3. Communication skills
• Communication competence 1. Project communications
• Feedback
• Nonverbal 2. Project management plan
• Presentations
Tools & Techniques updates :-
4. PMIS • Communications management plan
(Project Management Information System) • Stakeholder engagement plan

5. Project reporting 3. Project documents updates

• Issue log
6. Interpersonal and team skills
• Active listening
• Lessons learned register
• Conflict management • Project schedule
• Cultural awareness • Risk register
• Meeting management • Stakeholder register
• Networking
• Political awareness 4. OPA updates
7. Meetings

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 Manage Communications
• 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.
– Choice of media.
– Writing style.
– Meeting management.
– Presentations.
– Facilitation.
– Active listening.

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 ❑Manage Communications:
Tools & Techniques
1. Communication Technology
– Factors that influence the technology include whether
the team is co-located, the confidentiality of any
information that needs to be shared, resources
available to the team members, and how the
organization’s culture influences the way in which
meetings and discussions are normally conducted.
2. Communication Methods

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 ❑ Manage Communications:
Tools & Techniques

3. Communication Skills :-
• Communication Competence.
• Feedback.
• Nonverbal.
– Examples of nonverbal communication 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.
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 ❑ Manage Communications:
Tools & Techniques
6. Interpersonal And Team Skills
❑ Active listening. Techniques of active listening involve acknowledging, clarifying
and confirming, understanding, and removing barriers that adversely affect
comprehension.
❑ Conflict management.
❑ Cultural awareness.
❑ Meeting management.
❑ Networking. Networking is interacting with others to exchange information and
develop contacts. Networks provide project managers and their teams with access to
informal organizations to solve problems, influence actions of their stakeholders, and
increase stakeholder support for the work and outcomes of the project, thus
improving performance.
❑ Political awareness.
– Political awareness assists the project manager in engaging stakeholders appropriately
to maintain their support throughout the project.

7. MEETINGS Support the actions defined in the communication strategy and

communications plan.

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 10.3 Monitor Communications
• Monitor Communications is the process of
– ensuring the information needs of the project and its
stakeholders are met.

• The key benefit of 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.

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 Monitor Communications Management
TOOLS & TECHNIQUES

OUTPUTS
1. Expert judgment
1. Work performance information
2. PMIS
Project management information system 2. Change requests

3. Data analysis
• Stakeholder engagement 3. Project management plan updates
assessment matrix • Communications management plan
• Stakeholder engagement plan

4. Interpersonal and team skills 4. Project documents updates

• Observation/conversation • Issue log
• Lessons learned register
5. Meetings • Stakeholder register

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 Monitor Communications
• 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.
• 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.
• Monitor Communications 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 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. Such iterations illustrate the
continuous nature of the Project Communications Management processes.
• Issues or key performance indicators, risks, or conflicts may trigger an immediate
revision.

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 ❑ Monitor Communications:
Tools &Techniques
1. Expert Judgment

2. Project Management Information System (Pmis)

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•Finished

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