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Table of Contents ...............................................................................................................................2
Materials ......................................................................................... Ошибка! Закладка не определена.
Housekeeping Items ....................................................................... Ошибка! Закладка не определена.
Acknowledgment of registered trademarks. .................................. Ошибка! Закладка не определена.
Knowledge Areas – Communications Management ........................ Ошибка! Закладка не определена.
Introduction .................................................................................... Ошибка! Закладка не определена.
Instructor Notes .......................................................................... Ошибка! Закладка не определена.
Project Communications Management & Process Groups ............. Ошибка! Закладка не определена.
Identify Stakeholders ...................................................................... Ошибка! Закладка не определена.
Identify Stakeholders: Inputs ...................................................... Ошибка! Закладка не определена.
Identify Stakeholders: Tools and Techniques ............................. Ошибка! Закладка не определена.
Identify Stakeholders: Outputs ................................................... Ошибка! Закладка не определена.
Plan Communications ..................................................................... Ошибка! Закладка не определена.
Plan Communications: Inputs ..................................................... Ошибка! Закладка не определена.
Plan Communications: Tools and Techniques ............................ Ошибка! Закладка не определена.
Plan Communications: Outputs .................................................. Ошибка! Закладка не определена.
Instructor Notes .......................................................................... Ошибка! Закладка не определена.
Distribute Information .................................................................... Ошибка! Закладка не определена.
Instructor notes........................................................................... Ошибка! Закладка не определена.
Distribute Information: Inputs .................................................... Ошибка! Закладка не определена.
Distribute Information: Tools and Techniques ........................... Ошибка! Закладка не определена.
Distribute Information: Outputs ................................................. Ошибка! Закладка не определена.
Manage Stakeholder Expectations ................................................. Ошибка! Закладка не определена.
Manage Stakeholder Expectations: Inputs ................................. Ошибка! Закладка не определена.
Manage Stakeholder Expectations: Tools and Techniques ........ Ошибка! Закладка не определена.
Manage Stakeholder Expectations: Outputs .............................. Ошибка! Закладка не определена.
Report Performance ....................................................................... Ошибка! Закладка не определена.
Report Performance: Inputs ....................................................... Ошибка! Закладка не определена.
Report Performance: Tools and Techniques ............................... Ошибка! Закладка не определена.

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Report Performance: Outputs .................................................... Ошибка! Закладка не определена.
Instructor Notes .......................................................................... Ошибка! Закладка не определена.
Questions for Communication Management ........................................................................................... 4
Instructor Notes .......................................................................... Ошибка! Закладка не определена.
Answers for Communication Management .............................................................................................. 7
Exercises - Manage Project Communication ........................................................................................8
Reflection: Communication plan.............................................................................................................. 8
Reflection: Information needs ................................................................................................................. 8
Reflection: Information management systems ....................................................................................... 8
Reflection: Assessment of communications management outcomes ..................................................... 9

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1.
You are the project manager of a large technical project. You believe that Jose has received the message but does not agree with it based on his body language. This is known as what? a.
Acknowledgment b.
Transmission c.
Negotiation d.
Decoder
2.
You are the project manager for the LKH Project. Management has requested that you create a document detailing what information will be expected from stakeholders and to whom that information will be disseminated. Management is asking for which one of the following? a.
The roles and responsibilities matrix b.
The scope management plan c.
The communications management plan d.
The communications worksheet
3.
Which of the following will help you, the project manager, to complete the needed communications management plan by identifying the stakeholders’ communication needs? a.
Identification of all communication channels b.
Formal documentation of all communication channels c.
Formal documentation of all stakeholders d.
Lessons learned from previous similar projects
4.
You are the project manager for the JGI Project. You have 32 stakeholders on this project. How many communication channels do you have? a.
Depends on the number of project team members b.
496 c.
32 d.
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5.
You are the project manager for the KLN Project. You had 19 stakeholders on this project, and have added three team members to the project. How many more communication channels do you have now compared to before? a.
171 b.
231 c.
60 d.
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6.
A memo has been sent to you, the project manager, project team members, and the project customers from the project sponsor. In this instance, who is the encoder? a.
Project sponsor b.
Project manager c.
Project team members d.
Project customers
7.
Which one of the following is an example of a project communication constraint? a.
Ad-hoc conversations b.
Demands for formal reports c.
Stakeholder management d.
Team members in different geographical locales
8.
Project managers can present project information in many different ways. Which one of the following is not a method a project manager can use to present project performance? a.
Histograms b.
S-curves c.
Bar charts d.
RACI charts

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9.
Of the following, which term describes the pitch and tone of an individual’s voice? a.
Para lingual b.
Feedback c.
Effective listening d.
Active listening
10.
You are the project manager of the KMH Project. This project is slated for the next eight years.
You have just calculated EVM and have a CV of –$3500, which is outside of the acceptable thresholds for your project. What type of report is needed for management? a.
Progress report b.
Forecast report c.
Exception report d.
Trends report

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1. a. Acknowledgment means that José has received the message, but may not agree with it.
2. c. Management is requesting a communications management plan, which details the requirements and expectations for communicating information among the project stakeholders.
3. d. Lessons learned and historical information from a previous project are ideal inputs to communications planning.
4. b. Using the formula N (N – 1) / 2, where N represents the number of stakeholders, gives us 496 communication channels.
5. c. This is a tough question. The question asks how many more communication channels exist. You’ll have to calculate the new value, which is 231, and then subtract the original value, which is 171, for a total of 60 new channels.
6. a. The project sponsor is the encoder since this is the sender of the message.
7. d. Team members that are not located physically close together can be a communications constraint as it’s tougher to communicate when there is distance between team members.
8. d. RACI charts do not show project performance, but accountability of the resources involved in the project.
9. a. Para lingual is a term used to describe the pitch and tone of one’s voice.
10. c. An exception report is typically completed when variances exceed a given limit.

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For Case study 2 Training Program Development, imagine you are project managing that project and identify who might have been key stakeholders and their needs, and develop an outline of a communications plan. Use the following headings:
 Project Description: (insert details)
 Description of all project stakeholders
 Communication Resources available to the project
 Formal communications processes required (e.g. written status reports, project plan updates, project team meetings, Exception reports, Milestone reports)
 Informal Project Communications
 Feedback mechanisms for recording communications issues as they arise:
Using the case study Perfect Pergolas as an example, write a check list of the sorts of information that will need to be collected during the project and complete the table below
Information type Classification type (general distribution, limited to team members, confidential etc)
Stage of the project
Identify the different sorts of information management systems used by individuals, by organisations and by different projects. What are the advantages and disadvantages of each one?
Consider the case study Information System, what are the main information management considerations for the project. From the research you have undertaken above, what systems would best address the needs? You will need to consider issues such as:
 What information will be collected? Which of this will be subject to further analysis?

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 What information will be stored? For how long?
 Who will need to access the different sorts of information?
A small consulting company has been contracted to project manage a large research and development project that includes contractors spread over 10 locations. The key stakeholders to the project include:
 The authorising agent which is a national government department;
 The client which is an agency acting on behalf of the department.
There are also 7 main groups of consumer/industry bodies that will have a vested interest in different parts of the final product, all of whom want to be included in information about project progress.
1 What will be the main communications issues to be addressed?
Your answers should refer to the diverse locations, the need to meet government reporting requirements, which could include statutory issues, and the differing needs of the consumer/industry groups which may be in competition with each other.
2 What types of communication resources might be required?
Your answer should include formal reporting, need for high quality information technology and telephone linkages, and the need for ongoing project newsletters or other forms of regular communication
3 What are the pitfalls to be aware of in communicating with stakeholders?
Your answer should include ensuring that reporting is timely, accurate and transparent, and that the communication format and content meets the needs of the group.