Communication PM

8/14/2019 Communication PM

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COMMUNICATION IN PROJECT

MANAGEMENT

BY:

NORUL ATIQAH HAFZLEEZA AZNIE BT ABDUL MANAN 2007124581

NURHAFIZA BT MD SAAD 2007123731

NAZATUL NAJIHAH BT ABU BAKAR 2007123737

NORAAIN BT MOHAMED SARAF 2007123793

NURHIDAYAH BT HASSAN 2007123737

ROSMAWARNI BT SUMAN 2007123769


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INTRODUCTION

Nature & characteristic of communication

Purpose and Participation

Significance of communication

Communication process

COMMUNICATION PROCESS MODEL

Elements in communication process

Effective communication model

Poor communication model

Solution

FORMULA OF COMMUNICATION

Types of communication process

Communication Channels

BARRIERS TO EFFECTIVE COMMUNICATION AND FORMULA TO RESOLVE IT

OVERVIEW


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INTRODUCTION

The communication can be defined as the process through which two and

more persons exchange ideas and develop understanding.

Two aspects are important in communication, first is the transmission of

ideas, feelings, facts, etc. It implies that there must be a receiver if

communication is to occur.

The sender of message must consider the receiver while structuring hismessage from a technical standpoint as well as in delivering it.

When the receiver is not considered, there is either no response or there

may be wrong. Secondly, it emphasizes the understanding element in the

communication.

Poor communication is the source of interpersonal conflict


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Nature and characteristiccommunication

It is a cooperative process involving two parties, one who transmits and onewho receives the message.

The respective parties to a communication must have the ability to convey andlisten to what his counterpart has to communicate.

Communication includes sending the message as well as receiving the reactionor response to the message and therefore is a two-way traffic.

The response to a communication is as essential as the initial communicationbecause response indicates the impact of the communication.

The message to be communicated may be conveyed verbally, in writing, bymeans of signs, gestures or symbols. More than one means may be adopted tomake the communication effective.

The purpose of communication is that of passing information and

understanding, to bring about commonness of purpose, interest and efforts. Communication is a continuous process for effectiveness and efficiency of on

going operations, planning and policy making.


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Purpose

Control member behaviour

Fosters motivation by clarifying to employees what is to be done

Emotional expression of feelings, fulfilment of social needs

Provides information that individuals need for decision making every interaction serves one or moreof the four functions

Participation

.

Communicator: The person who is the source of the information

Audience: The people who receive the information.

In general, the Project Manager, project team members, stakeholders, and

the customer are participants and could play the role of the communicator

or the audience at any point in time.


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Significance ofcommunication

When communication is effective, it tends to encourage better performance and job

satisfaction. People understand their jobs better and feel more involved

Effective communication is a basic requirement for the attainment of organizational goals.

No organization, no group can exist without communication

Coordination of work is impossible and the organization will collapse for lack of

communication.

Cooperation also becomes impossible because people cannot communicate their needsand feelings to others.

Communication is also an intra management problem. It is the force that binds the people

of an organization together. Through communication they can attain a common viewpoint

and understand and cooperate to accomplish organizational objectives

Communication plays a major role in dealing with employer-employee relations problems,

employee productivity, in short, with all human relations matters. Bad communication isoften the root cause of many problems.

Communication is not confined solely to employees. Management must communicate with

its customers, owners, the community as well as its prospective and present employees.


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Communication processClear Perception of the Idea or Problem :

No message can be transmitted properly unless the idea or problem is formulatedwith clarity of thought and perception on the part of the communicator. It is only onthe basis of clear thinking that the communicator can decide on the means to beadopted to convey the message

Participation of others Involved :

The next step is to secure the participation of other persons in the decision tocommunicate a message. This may be helpful in clarifying the ideas throughinteraction with others, gathering new ideas and suggestions, and in creating amotivating climate for securing positive response to the message.

Transmission of the Message :

What to communicate to whom, when and how are expected to be decided beforeactual transmission of the message. Actual transmission involves preparing thematter and the form of communication (known as encoding the message) andselecting the medium or means of communication (oral or written) keeping in viewthe nature of persons or groups to be addressed


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Motivating the Receiver of the Message :

The communicator cannot depend on the message alone to get anappropriate response from the receiver. He/she must ensure that thereceiver of the message is not only able to interpret the message correctlybut is also prepared to act according to it. Thus, apart from the clarity of themessage, it must inspire the receiver to do or behave as desired by thesender of the message

Evaluation of the Effectiveness of the Communication :

After the message has been transmitted and accepted by the receiver, itremains for the communicator to ascertain and evaluate the nature of thecommunication. This determines whether and to what extent the receiverhas positively responded to the message.


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COMMUNICATION PROCESSMODEL

Message What is communicated.

Encoding

Converting a message to symbolic form.

Channel

The medium through which a message travels Decoding

Retranslating a senders message.


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Elements in communicationprocess

Communicator : The communicator plays an important role in the process of communication as the

message originates from him/her. Communicators may include managers, subordinates,clients ,customers, as well as outside parties.

Encoding :

It refers to preparing the subject of communication (idea, fact, information, etc.) in asuitable language.

Message : The encoded message needs to be transmitted by appropriate means. It may be in verbal

or written form depending on the purpose

Medium : The medium of communication carries the message from the communicator to the

receiver. Face-to-face verbal communication, use of telephone, inter-com facilities, issueof memorandum, notice, etc. are the various means available as media of communicationBesides, non-verbal media like signals, gestures, etc. may also be used. The choice ofmedium is an aspect of communication, since proper medium also determines itseffectiveness.


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Decoding : Decoding refers to the conversion of the message by the receiver into

meaningful terms so as to make it understandable. This is another importantelement of communication because the receivers response depends uponhis understanding of the content and purpose of the message.

Receiver : The receiver of the message has an equally vital role to play as the

communicator. Indeed, communication to be effective must be receiveroriented, for it is the receiver, his ability to decode the message andunderstand it, that contribute to a positive response from the receiver.

Feedback : The actual response of the receiver to the message communicated to him

is known as feedback. This is an important element to the communicationprocess because it reduces the possibility of a difference between theintention of the communicator and the interpretation of the message by the

receiver. Two-way communication requires feedback to the initial messagesent and enables the sender to check whether the message received hasbeen properly understood by the receiver.


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Effective communicationmodel

Make the Communications Plan readily accessible by the project teammembers.

Make sure project stakeholders accept the Communications Plan, or it maynot be used.

Scale the Communications Plan to fit the complexity, duration, and size ofthe project.

Provide the proper level of detail in minutes, status reports, etc. Update the Communications Plan when significant changes occur. Periodically ask team members if they are getting the right information at the

right time. Enter communication tasks in the project schedule. Be specific when assigning communications tasks (list responsible person

or team). Invite the right participants to project team meetings. Document meeting minutes and distribute to attendees and absentees. Get proper approval before disseminating communication, when applicable.


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Poor communication model

Poor project communication will cause many projects to end

unsuccessfully.

In today's world, however, projects need to be undertaken in partnership

with the business, and this partnership absolutely requires solid

communication.

In fact, many of the problems that surface on a project are actually the

results of poor communication.

Poor communication can lead to the following trouble areas.


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Differences in expectations. Project managers need to strive to ensure that everyone associated with the

project has a common set of expectations in terms of what is to bedelivered, when and at what cost.

However, many project managers do not keep key stakeholders up-to-dateas expectations get changed. People make decisions based on the bestinformation they have at the time, and if the project manager does not keepeveryone under a common set of expectations, things can start to get out-of-time fast.

People are surprised. If people are not kept informed as to what is going on, they will be surprised

when changes occur.

For instance, if you are not going to be able to make your deadline date, youwant to make sure people dont read it suddenly in a status report. Proactivecommunication means that you raise the potential of missing your deadlineas soon as it becomes a risk. Then you continue to keep people up-to-dateon the status. If you have to declare that you cannot meet your date, peopleare prepared. People get angry and frustrated when they find out bad newsat the last minute, when there is no time left to have an impact on thesituation.


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Team members dont know what is expected of them.

In the prior problem situations, communication problems surfaced betweenthe team and outside parties.

However, poor communication also occurs within a project team.

Some project managers do a poor job of talking with their own team toexplain what they are expected to do.

Sometimes the project manager is not clear on when assignments are due.

Sometimes the project manager has a vision of what a deliverable looks like

but does not communicate that to the person assigned until the first attemptcomes back wrong.

Sometimes the project manager does not communicate clearly and teammembers spend time on work that is not necessary.

Again, all of this causes extra work and extra frustration on the part of theproject manager and team members alike.


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Solution

The key to communicating is to keep the receiver as the focal point not the

sender. Try to think about what the receiver of the communication needs and theinformation that will be most helpful to them.

If you are creating a status report, put in all the information necessary for thereader to understand the true status of the project, including accomplishments,issues, risks, scope changes, etc.

If you are going to need a resource in the future, communicate proactively withthe resource manager as early as possible. Then keep reminding them of theneed as the time gets closer.

For the most part, if you ever surprise someone, it is a sign that you are notcommunicating effectively. The project manager should also communicate clearly

with their team.

If you find people are confused about their end-dates or if they are doing workthey dont need to do, think about whether you communicated to them effectively.


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1. The ideas and messages should be clear, brief and precise.

2. Sense of timing-timely for action to be taken.

3. Integrity-communication should pass through proper channel.

4. Consult with others who are involved in planning the communication

5. Be prepared to help the receiver

6. Mode of delivery7. Use proper follow up

8. Communication should be comprehensive

fective communication techniques


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Active Listening

1. Make eye contact

2. Exhibit affirmative head nods and appropriate facial expressions

3. Avoid detracting actions or gestures

4. Ask questions

5. Para phrase

6. Avoid interrupting the speaker

7. Dont over talk


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FORMULA OF COMMUNICATION

The simplest statement of the communication formula is:

CAUSE DISTANCE EFFECT

CAUSE: There is somebody who speaks.

DISTANCE: Somebody speaks to a second person over there.EFFECT: This second person listens.

As 'CAUSE' you want to make yourself understood or your orders followed.

As 'EFFECT' you want to understand or know what to do. What arrives at Effect

is the 'Duplication'. Duplication is an idea at CAUSE gets transmitted

to EFFECT.In communication, 'CAUSE' is called 'Source-point'. That is of course where the

communication starts. 'EFFECT' is called 'Receipt-point'; that is where the

communication is supposed to arrive.


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DISTANCE means:

1) The length between two points.

2) The linear space or interval between point A and point B

For communication to be necessary there has to be a distance between Source-

point and Receipt-point which one or both have to overcome. If there were no

distance, communication would not be needed as the two points would occupy

the same space.


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Types of CommunicationInterpersonal communication:Listening, self-presentation, problem solving, decision making, negotiating, and conflict

management. Necessary skills for interacting with the project team and with the client on

a daily basis.

Communication with public and community:Includes all public relations efforts necessary to encourage community involvement,

enhance public understanding of the project, break down resistance, gain acceptance,

and be a project spokesperson May involve public speaking, making presentations,

dealing with media representatives, and producing written publicity or PR materials.

Formal communication:Is carried out through traditional responsibility and relationship channels Includes

strategic plans, project planning systems, standards, policies, procedures, proposals,

letters, etc. Most effectively done in written form.

Informal communication:Done through informal groups in which relationships are dependent upon common ties

such as interests, hobbies, kinship, friendship, social status, etc. Project managers must

identify the strengths and limitations of informal communications and explore strategies

to increase overall project effectiveness through informal communications.


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Communication Channels

The Project Management must recognize and understand the project's formal

communication channels. Three basic channels of communication in the project

environment:

1.Upward communication (vertically or diagonally)

Information provided to upper management for their purposes of evaluating the

overall performance of the projects for which they are responsible, or to refine

organizational strategy.

Communication that flows to a higher level of a group (Employees to manager)

2. Downward communication (vertically or diagonally)

Provides direction and control for project team members and other employees.

Contains job-related information focusing on scope and definition, quality, schedule,

implementation, and evaluation and feedback.

Communication that flows from one level of a group to a lower level (Managers to

employees)


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3. Lateral communication (horizontally)

Information exchange between the project manager and his/her peers: functional

managers, staff personnel, contractors, other project managers, etc.Communication among members of the same work group, or individuals at the

same level

Involves negotiating resources, schedules, and budgets; coordinating activities

between groups, as well as developing plans for future operating periods.

Is vital to the success of a project and is also the most important factor for survival

and growth in a highly competitive and turbulent environment.


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Hierarchy of Channel Richness


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Network Connections by which information flow

Formal :Task-related communications that follow the authority chain

Informal: Communications that flow along social and relational lines


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THE BARRIERS TOEFFECTIVE COMMUNICAITON

PHYSICAL BARRIERS

cause by the nature of the environmentOutdated equipment, do not make use the new technology for

communication.

Distraction from the surrounding such as non- conducive workingenvironment. Eg; too hot or cold, noise, poor lighting and many more.For instance, staff located in different buildings or on different sites.

SYSTEM DESIGN

Due to the week structures of the organization.Lack of supervision or trainingLack of clarity on the roles and responsibilitiesFor instance, the organizational structure unclear and confusing to

know who to communicate with.


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ATTITUDINAL BARRIERS

the problem comes from the staff of the organization itselfPoor management, lack of consultation with employees

Personality conflict which cause delay in communication or even endthe communicationCause by the insufficient motivation or dissatisfaction at work

PHYCHOLOGICAL FACTORS

Effected by the personal problem such as family, marriage, financial.Human states of mindTell the right thing at the right times.

DIFFERENT LANGUAGES

Cultures represent a national barrierNeed to be overcome especially the organization involved in overseas

business.


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INDIVIDUAL LINGUISTIC ABILITY

the usage of difficult and inappropriate words in communicationPoor explanation can cause confusion

PHYSIOLOGICAL BARRIERS

results from the physical problem of the individualFor instances the personal discomfort ill health, poor eye sight or

hearing difficulties.

PRESENTATION INFORMATION

refers to the information that are represented during the presentationClear overview or introduction can lead to better understanding.


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THE FORMULA TO RESOLVE THE

COMMUNICATION BARRIERS

EC SI IO DF= + -

EC EFFECTIVE COMMUNICATION

SI SELF INTEREST

IO INTEREST OF OTHERS

DF DISTURBING FACTORS


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Self Interest

self interest is probably the main reason for communication.

The formula can actually be simplified even further by simply stating that

communication is equal to self-interest.

communication is rarely effective because one is not trying to find a common

ground in interaction processes but merely seeking a way to fulfill certain short-

term interests.

The most important problem in communication is probably asymmetry. The two

parties in question are having different agendas and different interests which is

further complicated by asymmetries of, knowledge, power and authority.

This civilizing process is basically a shift from a command and control

communication culture to a negotiating and persuasion culture.


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Interest of others

Involve the ability to listen, to get and give feedback, to control anger (anger

management), conflict resolution, stress management, etc

Due to the technologies development, everyone can be a customer. It is crucial

to know the needs of the customer.

requires a proactive approach from both parties.

Two strategies PAIR approval strategy = Placate (listen, empathize, respond with

concern); Attend (to the other); Investigate (circumstances details of issue);

Resolve (decide on action to take)Five step method = Listen, respond, decide on action, take action and

follow up.


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Disturbing Factors

In order to overcome these barriers, one must be willing to avoid selective

perception, condense messages to the bare essentials, use specific andaccurate words possible, always verify interpretation of whats been said, be

aware of the feelings that arise in yourself and in others as you communicate,

and attempt to control them.Be aware that people carry some of these barriers and listen for their effectsDeal professionally.

developing a collaborative relationship, and negotiating in a pleasant andcooperative manner.

Conclusion

Many projects have problems. Poor communication can cause many problemsand aggravate others. On the other hand, proactive communication can help

overcome many other mistakes. Dont consider communication to be a

necessary evil. Instead, use it to your advantage to help your project go

smoothly with less frustration, less uncertainty and no surprises.


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Communication PM

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