LO4 Communication Flashcards
4 factors which could affect communication
- Use of jargon
- Choice of medium (e.g. telephone vs face to face - body language etc.)
- Person delivering message
- Time zones / geography
3 benefits of a communication plan
- Increases effectiveness of communication
Right person right message right way, proactive comms rather than reactive, improved performance, senior manager confidence, feedback loop - test comms has had desired affect. - Supports stakeholder engagement
Documents stakeholders and sets expectations re their needs, acts as an agreement, facilitates good relationship and reduces conflict, through monitoring comms can be modified throughout the project. - Makes communication easier and more efficient
Saves time through the lifecycle as planned in advance, streamlines comms management (method decided in advance), e.g. reduces requests for information, reduced costs and time spent searching for information.
Conflict - Users
Users may alter expectations or hold reservations over fitness for purpose of deliverables.
Conflict - Sponsor
Level of contingency allocated.
Conflict - Project Team
Achievability of success criteria
Conflict - Suppliers
Contract terms and conditions
BATNA
Best Alternative To Negotiated Agreement
Walk away position where alternative preferable to compromised agreement.
ZOPA
Zone of Potential Agreement
Zone between two parties where minimum targets overlap
3 ways in which conflict can be addressed
- Compete
Issue > relationship. Assertive / uncooperative. Goal orientated, quick and easy / breeds hostility and resentment, breakdown of relationships. - Collaborate
Issue = relationship. Assertive / Cooperative. Time consuming and high skill, productive way of dealing with conflict. - Compromise
Moderately assertive / cooperative. Root case not resolved, no-one completely happy but can deal with issues quickly.
2 reasons for analysing stakeholders before preparing CMP
- Understand power and interest
- Understand their needs
CMP - Responsibility for defining comms - Benefit
Identifies most effective sender.
Important comms not missed.
SH engagement.
Documenting this increases likelihood that those responsible will take ownership.
Right person has understanding of best content and means to ensure effectiveness.
CMP - Timing - Benefit
Achieves maximum impact.
Timing can have positive or negative impact.
Message delivered when people need info most likely to be understood and acted upon.
Senders can plan their time as they know when information required - properly prepare message.
Ensures decisions are timely.
CMP - Feedback Mechanism - Benefit
Makes sure communication is effective
Deliberate check that receiver has understood.
Specifying means of gathering feedback in CMP means it is less likely to be missed.
Effective project comms / stakeholder engagement.
Thomas Kilmann Conflict Mode Instrument
- Compete - Assertive, uncooperative
- Collaborate - Assertive, cooperative
- Avoid - Unassertive, uncooperative
- Accommodate - Unassertive, cooperative
- Compromise - moderately assertive, moderately cooperative
How does CMP increase effectiveness of communication
Right person right message right way, proactive comms rather than reactive, improved performance, senior manager confidence, feedback loop - test comms has had desired affect.
