Lesson 10 - CAPM Prep Communication V2

CAPM Certification
Lesson 10Project Communications Management
CAPM & PMBOK are registered trademarks of the Project Management Institute, Inc.
Copyright 2014, Simplilearn, All rights reserved.

Objectives
After completing this
lesson, you will be able
to:
Define communication and Project Communications Management
Identify the different communication methods, technology, and channels
Explain the elements of a basic communication model
Describe the Project Communications Management processes
Project Management Process Map
Communication
The definition of communication is as follows:
Communication is a two way process of transferring information from one entity to another.
Project
Project Managers
Management
Other Stakeholders
A project manager spends around 90 percent of the time in ensuring proper project communication.
Communication Methods
Communication can be either written or verbal. Further, it can be
formal or informal.
In formal communication, certain rules needs to be followed.
Informal communication takes a causal approach.
Combination of the two forms results in the following four
Project
management
Written
plan
Project charter
Long-distance
communication
communication methods:
Formal written
o Formal verbal
o Informal written
o Informal verbal
o
Exam Tips
5
Presentations
Emails
Notes
Conversations
Verbal
Formal
Informal
Questions that require choosing a communication method for a given situation can be expected in the
exam.
Communication Technology
Communication technology refers to the various media used for communication. Commonly used technologies for
communication are as follows:
Communication Channels
Given that communication takes place between four members of a team, there
are six unique channels of communication that exist.
If a team comprises ten members, how many channels of communication would
exist?
Use the formula:
In the formula, n is equal to the number of people.

In this case, n = 10.
By substituting n in the formula, the total number of communication channels that exist in a
team of 10 people are 45.
!
7
Number of Communication Channels = n * (n 1)/2
When large number of communication channels exist, it may get chaotic if communication is not structured.
Basic Communication Model

The process of communication involves several steps. Given below is a simple communication model:
Message
Encode
Medium
Sender
Decode
Noise
Feedback Message
Noise
Decode
Receiver
Encode
FigureA[1]
A Japanese tourists calls a hotel in Dubai to book a room. The tourist speaking Japanese is the encoding of
the message. Telephone serves as a medium, but the decoding is not happening as the receptionist does
not understand Japanese. The same can be true if the receptionist speaks Arabic. However, communication
can be streamlined if they communicate in a language comprehensible by both of them.
8
Basic Communication Model

Analyzing the communication model helps in identifying the communication problems.
Message
Encode
Medium
Sender
Decode
Noise
Feedback Message
Noise
Decode
Receiver
Encode
FigureA[1]
Noise is anything that interferes with the transmission and understanding of the message. Examples include
distance and unfamiliar technology.[1]
9
Project Communications Management

The definition of Project Communications Management is as follows:
Project Communications Management includes the processes that are required to ensure timely and appropriate
planning, collection, creation, distribution, storage, retrieval, management, control, monitoring, and the ultimate
disposition of project information.[2]
Project manager needs to ensure that the stakeholders get timely access to the required information.
10
Project Communications Management Processes

Given below are the Project Communications Management processes:
11
Plan Communications Management

Plan Communications Management is the process of determining the project stakeholder information needs and
defining a communication approach. [3] This belongs to the Planning Process Group.
Understand the communication management process to answer concept based questions in exam.
Exam Tips
12
Business ScenarioProblem Statement
13
Communication is 90% of a Project Managers job and we know there is always an opportunity for
change to occur. Your company is a key supplier for a major airline company and most projects are one
to three years long. A large, 18-month design and manufacturing project is about halfway complete
when the original project manager leaves for another position and you are asked to step in as the new
project manager. The project includes work performed by some sub-contractors and they have some
key deliverables coming up. How should you get yourself ready to step into the project manager role,
especially as it relates to communication requirements?
Business ScenarioSolution
14
The project manager should start with the full project management plan. The PMP serves as a guide
for the team and all stakeholders by setting expectations of what the team plans to do to execute the
defined tasks to support the scope of work. The PMP also includes the 3 baselines and the project
manager can use it as a guide to measure the current status of the project. As it relates to
communication specifically, the communication plan would provide details on what needs to be
distributed, why, how, when, and to whom it would disseminated, along with their roles and
responsibilities for communication.
Manage Communications
Manage Communications is the process of creating, collecting, distributing, storing, retrieving, and the ultimate
disposition of project information in accordance to the communications management plan. [4] It belongs to the
Executing Process Group.
PROJECT COMMUNICATIONS MANAGEMENT

Communications
management plan
Work performance
reports
Organizational process
assets
Project management plan

updates
Project documents
updates
Manage Communications
Enterprise environmental
factors
assets updates
Project communications
Legend
Input
Output
Tools & Techniques
Executing Process
15
Communication
technology
Communication
models
Information
management systems
Communication
methods
Performance reporting
Control Communications
Control Communications is the process of monitoring and controlling communications throughout the life cycle of a
project to ensure that the information needs of the stakeholders are met. [5] It is part of the Monitoring and Controlling
Process Group.
PROJECT COMMUNICATIONS MANAGEMENT
Work performance
information
Project communications
Change requests
Issue log
Work performance data

updates
assets
Project documents
updates
Control Communications
assets updates
Legend
Input
Output
Tools & Techniques
Monitoring & Controlling
16
Information
management systems
Expert judgment
Meetings
Business ScenarioProblem Statement
17
Regina is managing a four-year international project and she is a year and a half into the project. Her
project team includes team members from three different countries. Because of the distance between
team members, many of them have never worked together on a project before. Therefore, Regina has to
work hard to map out suitable communication methods in her plan to reach everyone. As the team nears
the halfway mark on the project, Regina notices an influx in her issue log and a decrease in her teams
productivity and engagement during project team meetings. What are some things Regina can do to
motivate her team more?
Business ScenarioSolution
18
The issue log can be used to communicate issues on the project like areas of confusion, disagreement,
concern, etc. Therefore, Regina will be able to take the information and analyze the causes of the
problems, determine the root cause and the corrective action needed to resolve the issue. In her
investigation, she should link the areas of confusion to her lack of consideration of noise factors that
prevented clear communication during web meetings and her lack of attention to cultural differences.
Regina should also incorporate cultural awareness activities in her meetings going forward to increase
respect for one another, minimize future communication barriers, and increase the teams cohesiveness.
Quiz
19
QUIZ
1
As a project manager, you have a problem with a team members performance. Which is the best way
of communicating this problem with the team member?
a.
Informal verbal
b. Formal verbal
20
c.
Formal written
d.
Informal written
QUIZ
1
As a project manager, you have a problem with a team members performance. Which is the best way
of communicating this problem with the team member?
a.
Informal verbal
b. Formal verbal
c.
Formal written
d.
Informal written
Answer: a.
Explanation: Informal verbal communication is a good option. If this does not solve the problem, it should
be followed up with a formal written communication.
21
You are managing a project with project teams in different geographical locations. There are
approximately 25 team members plus a team lead at 3 different locations. Additionally, there are 3
members from a supporting group that are working part-time on the project. How many
communication channels are possible in your project?
QUIZ
2
a.
496
b. 992
22
c.
424
d.
32
You are managing a project with project teams in different geographical locations. There are
approximately 25 team members plus a team lead at 3 different locations. Additionally, there are 3
members from a supporting group that are working part-time on the project. How many
communication channels are possible in your project?
QUIZ
2
a.
496
b. 992
c.
424
d.
32
Answer: a.
Explanation: This is directly based on the formula (n* n-1 )/2 . If n is the number of stakeholders in the project, the
total possible communication channels = (n* n-1 )/2. So the project has 25 team members, 3 team leads, 3 support
team members, and the project manager. That makes 32 people and 496 possible communication channels.
23
QUIZ
3
You have a project team spread across 5 different countries. As a project manager, what is the best
communication method that you should follow?
a.
Informal written
b. Informal verbal
24
c.
Formal written
d.
Formal verbal
QUIZ
3
You have a project team spread across 5 different countries. As a project manager, what is the best
communication method that you should follow?
a.
Informal written
b. Informal verbal
c.
Formal written
d.
Formal verbal
Answer: c.
Explanation: Communication is a big issue if team members are geographically distributed and it is always a
good practice to use formal written communication in such cases.
25
QUIZ
4
Project information may be distributed using a variety of methods including hard copy document
distribution, shared access to networked electronic databases, fax, electronic mail, voice mail, video
conferencing, and electronic tools for project management. These are known as ___________.
a.
Project controls
b. Project reporting system
26
c.
Project distribution systems
d.
Information management system
QUIZ
4
Project information may be distributed using a variety of methods including hard copy document
distribution, shared access to networked electronic databases, fax, electronic mail, voice mail, video
conferencing, and electronic tools for project management. These are known as ___________.
a.
Project controls
b. Project reporting system

c.
Project distribution systems
d.
Information management system
Answer: d.
Explanation: All the methods mentioned are commonly known as information management system.
27
As part of a joint venture, a project manager working with another company needs to share some
confidential information related to intellectual property rights. He wants to know the person
responsible for authorizing the release of this confidential information. To which project document
should he refer?
QUIZ
5
a.
Organizational Breakdown Structure
b. Project Charter
28
c.
Communication Management Plan
d.
Stakeholder Management Plan
As part of a joint venture, a project manager working with another company needs to share some
confidential information related to intellectual property rights. He wants to know the person
responsible for authorizing the release of this confidential information. To which project document
should he refer?
QUIZ
5
a.
Organizational Breakdown Structure
b. Project Charter
c.
Communication Management Plan
d.
Stakeholder Management Plan
Answer: c.
Explanation: A communication management plan will capture the details of the person responsible for
authorizing release of the confidential information on the project.
29
A project manager of an information technology project is discussing a complex algorithm with a new
team member. After a long and thorough verbal discussion, the project manager asks the person if he
has understood the algorithm and can put it in the document. The team member implies that he has
understood. However, when the project manager goes through the document, he realizes that the
member hasnt understood what was actually said, thus resulting in an inefficient use of time and
effort. Who is responsible for this loss of time and how could it have been avoided?
QUIZ
6
a.
b.
c.
d.
30
Project manager; he shouldn't have given the complex assignment to a new team
member.
Team Member; he should have not implied that he had understood, rather should
have cleared his doubts immediately.
Project Manager; he should have also helped the team member in preparing and
reviewing the document.
Project manager; it is his responsibility to ensure his message is clear and concise and
confirm that the team member truly understands the message.
A project manager of an information technology project is discussing a complex algorithm with a new
team member. After a long and thorough verbal discussion, the project manager asks the person if he
has understood the algorithm and can put it in the document. The team member implies that he has
understood. However, when the project manager goes through the document, he realizes that the
member hasnt understood what was actually said, thus resulting in an inefficient use of time and
effort. Who is responsible for this loss of time and how could it have been avoided?
QUIZ
6
a.
b.
c.
d.
Project manager; he shouldn't have given the complex assignment to a new team
member.
Team Member; he should have not implied that he had understood, rather should
have cleared his doubts immediately.
Project Manager; he should have also helped the team member in preparing and
reviewing the document.
Project manager; it is his responsibility to ensure his message is clear and concise and
confirm that the team member truly understands the message.
Answer: d.
Explanation: In the communication model, it is the sender's responsibility to make the message clear,
complete, and concise so that the recipient can receive it. The sender must also confirm that the recipient
truly understands the message. Therefore, here the responsibility lies with the project manager.
31
Summary
Here is a quick recap of
what was covered in
this lesson:
Communication is a two way process of transferring information from one entity to

another
The four commonly used communication methods are formal written, formal verbal,
informal written, and informal verbal
The total number of unique channel of communication can be calculated using the
formula n * (n 1)/2
By analyzing the basic communication model, problems in project communication

can be identified
Project manager is responsible for timely availability of information to all the

stakeholders
The three Project Communications Management processes are Plan Communication

Management, Manage Communications, and Control Communications
32
Thank You
CAPM & PMBOK are registered trademarks of the Project Management Institute, Inc.
33

References
[1] Adapted from Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK
Guide) Fifth Edition, Project Management Institute, Inc., 2013, Page 294.
[2] Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK Guide) Fifth
Edition, Project Management Institute, Inc., 2013, Page 287.

34

Lesson 10 - CAPM Prep Communication V2

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CAPM Certification

Lesson 10Project Communications Management

Copyright 2014, Simplilearn, All rights reserved.

Define communication and Project Communications Management

Identify the different communication methods, technology, and channels

Explain the elements of a basic communication model

Describe the Project Communications Management processes

Copyright 2014, Simplilearn, All rights reserved.

Project Management Process Map

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

In formal communication, certain rules needs to be followed.

Informal communication takes a causal approach.

Combination of the two forms results in the following four

Copyright 2014, Simplilearn, All rights reserved.

Use the formula:

In the formula, n is equal to the number of people.

Number of Communication Channels = n * (n 1)/2

Basic Communication Model

Copyright 2014, Simplilearn, All rights reserved.

Basic Communication Model

Copyright 2014, Simplilearn, All rights reserved.

Project Communications Management

Copyright 2014, Simplilearn, All rights reserved.

Project Communications Management Processes

Copyright 2014, Simplilearn, All rights reserved.

Plan Communications Management

Copyright 2014, Simplilearn, All rights reserved.

Business ScenarioProblem Statement

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

PROJECT COMMUNICATIONS MANAGEMENT

Project management plan

PROJECT COMMUNICATIONS MANAGEMENT

Project management plan

Project management plan

Copyright 2014, Simplilearn, All rights reserved.

Business ScenarioProblem Statement

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.

b. Project reporting system

Project distribution systems

Information management system

Copyright 2014, Simplilearn, All rights reserved.

b. Project reporting system

Project distribution systems

Information management system

Copyright 2014, Simplilearn, All rights reserved.

Organizational Breakdown Structure

Communication Management Plan

Stakeholder Management Plan

Copyright 2014, Simplilearn, All rights reserved.

Organizational Breakdown Structure

Communication Management Plan

Stakeholder Management Plan

Copyright 2014, Simplilearn, All rights reserved.

Copyright 2014, Simplilearn, All rights reserved.