CAPM Week 4 Chapter 10

1. Certified Associate Project Management
CAPM® Exam Prep – Week 4
Muzette Charles | mcharles2@pace.edu

2. Communications Management
Chapter 10
“… is the process of monitoring and 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.
• Communication issues are the most frequent problem on a project
• Poor communication causes major problems & rework
• 90% of a PM time is spent communication
Process Process Group Key Deliverables
10.1 Plan Communications
Management
Planning Communications Management
Plan
10.2 Manage Communications Executing Project communications
10.3 Control Communications Monitoring & Control Work performance information

3. Communications Management
Chapter 10
Plan Communication Management
Process 1
Key Points
 “… process how to store, maintain, distribute, retrieve & archive project information.”
 Flow of info: Internally, Externally, Vertically within org., Horizontally among peers & other projects
 Types of communications: Formal Written, Formal Verbal, Informal Written, Informal Verbal

4. Communications Management
Chapter 10
Plan Communication Management
Process 1
Key Tools
 Communications Requirement Analysis: know what stakeholders what communicated to them, when,
in what form & how often
 Communication Channels: PM needs to know how many lines of communication there are: N(N-1) / 2
 Communication Models: 1) Sender (Encoder) 2) The Message 3) The Receiver (Decoder)
 Noise/Factors of message interpretation: Receiver’s education, experience, language, culture
 Effective Communication: Nonverbal (body language), Paralingual (voice tone/sarcarsm), Words
 Effective Listening: Feedback (confirms listening, agreement/disagreement or ask for clarification)
 Communication Technology: face-to-face, phone, fax, mail, email, IM, intra/internet, security, etc
 Communication Methods: Interactive (reciprocal/2way), Push (1way/no fdbk), Pull (central/retrieve)
 Meetings: Pros/brings team mbrs/stakeholders together, Con/can be inefficient

5. Communications Management
Chapter 10
Manage Communications
Process 2
Key Points
 “… process gathers, provides & makes sure information is flowing back & forth as per the
Communications Plan.”
 PM sends information, ensures it’s received, effective & provides stakeholders ability to clarify and/or
request additional information
 Performance reporting: Status, Progress, Trend, Forecasting, Variance, Earned Value, Lessons Learned

6. Communications Management
Chapter 10
Control Communications
Process 3
Key Points
 “… process determines the communications are meeting the stakeholders needs, if not than identify the
break down and respond and adjust if necessary.”
 PM Soft Skills – ASK stakeholders for feedback
 Tool: Issue Log – tracks & communicates areas of confusion, disagreement, conflict & concern that require
the PM’s attention & ability to resolve issues proactively to prevent problems & change requests

7. Communications Management
Chapter 10