Communication and Change Management Plan Flashcards
To help save costs and attract and retain employees, a technology company decides to allow individuals to work from home three days a week. This is an example of what types of organizational change? (Choose two.)
A. Outsourcing
B. Internal reorganization
C. Relocation
D. Business process change
C. Relocation
D. Business process change
Allowing teleworking, or allowing employees to work remotely, is a form of relocation that can definitely impact a project. Additionally, allowing employees to elect not to work in an office is an example of a business process change.
All of the following are reasons to update the project plan after an approved change, EXCEPT
A. Ensuring that the project staff has things they can work on
B. Capturing changes as they happen so that they are not forgotten
C. Creating an accurate record of the project
D. Creating artifacts to be used during lessons-learned sessions
A. Ensuring that the project staff has things they can work on
Although many project team members will think that documentation is just busy work, these documents are vitally important for many reasons, including auditing performance.
After a subject matter expert (SME) evaluates the impacts of a change, they should analyze the following specific elements of the change, EXCEPT
A. Additional equipment needs
B. Costs
C. Approving or rejecting the change
D. Resource hours needed
C. Approving or rejecting the change
The Change Control Board (CCB), not the SME, would have the responsibility to approve or reject the change.
Once a change request is submitted, where should it be recorded and assigned an identification number for tracking purposes?
A. Risk register
B. Issue log
C. Business process repository
D. Change request log
D. Change request log
A change request log can be a simple spreadsheet that has the ID number, date, description, and so forth of the change.
After a project change is identified, evaluated, and approved, what is the next step in the change control process?
A. Updating documents
B. Validating the change and doing a quality check
C. Obtaining approval
D. Implementing the change
D. Implementing the change
After approval, the next step would be to implement the change. At that point conducting a quality check and updating documentation can occur.
Wigit Construction has been using a steamroller to repave a road. A different project finishes early with its paving machine and sends it to the first project to complete the work faster. What type of project change does this represent?
A. Resource change
B. Timeline change
C. Requirements change
D. Quality change
A. Resource change
Remember that resources can be people, materials, or equipment.
When the schedule slips on a project because the work is taking longer than planned, what type of common project change does this represent?
A. Risk event
B. Requirements change
C. Funding change
D. Timeline change
D. Timeline change
This is especially true when tasks are along the critical path, or when there is no float for that activity.
Due to an election, the leadership of a government agency is changed and the project sponsor role shifts to a new individual. This is an example of what type of communication trigger?
A. Stakeholder changes
B. Resource changes
C. Project change
D. Business continuity response
A. Stakeholder changes
Key stakeholders can change due to a variety of factors, and this would need to be communicated to all stakeholders on the project, including the project team.
All of the following are common communication triggers, EXCEPT
A. Project planning
B. Schedule changes
C. Milestones
D. Distribution of printed media
D. Distribution of printed media
Distribution of printed media is a communication method rather than a communication trigger.
The cybersecurity team has discovered that hackers have compromised the newly launched web application and turned the server into a gambling website. The team recommends that the server be shut down and a root cause analysis conducted. What type of communication trigger is this?
A. Audit
B. Incident response
C. Schedule change
D. Project chance
B. Incident response
This incident would require corrective action to repair the damage and prevent future recurrence of the problem.
The communication plan calls for weekly status email updates, monthly status meetings, and semiannual printed newsletters. This plan is laying out which one of the following?
A. Criticality factors
B. Types of communication
C. Level of report detail
D. Tailor communication style
B. Types of communication
The plan lays out the communication methods as well as the frequency.
Pete is a human resources (HR) manager who needs to communicate to Ashley a complaint issued against her. How would the content of this message dictate what type of communication is used with Ashley?
A. It is of a confidential nature, so Pete should meet with her face-to-face.
B. Personal preferences suggest using social media.
C. Pete should use voice conferencing to avoid personal threat.
D. Pete should use instant messaging to allow time for Ashley to digest the information slowly.
A. It is of a confidential nature, so Pete should meet with her face-to-face.
The confidential nature of HR issues, plus the need to handle a situation delicately, would invite a face-to-face conversation. A good rule is to praise publicly and criticize privately.
Two companies are considering a merger, and they are looking to hold a meeting between the key stakeholders of both companies. One company is transparent with their employees in everything they do, whereas the second company holds key information at the senior executive level. What factors would influence the communication of this meeting?
A. Tailoring the method based on content of message
B. Interorganizational differences
C. Cultural differences
D. Language barriers
B. Interorganizational differences
When multiple organizations are involved in the project, the different norms and practices of each company need to be considered so that the expectations of both companies are met.
Nancy swings by Michael’s office to find out about his upcoming trip as a Scout Master. Michael fills her in on where they are going, when he would return, and the plans for the weekend. This is an example of which one of the following?
A. Intraorganizational differences
B. Language barriers
C. Criticality factors
D. Relationship building
D. Relationship building
Strong relationships can improve communication and trust on the project. Individual and group relationship building can improve morale and therefore the quality and timeliness of the project.
A project team is based in four different locations of a large metropolitan city. What factors would influence the scheduling of impromptu meetings?
A. Intraorganizational differences
B. Interorganizational differences
C. Personal preferences
D. Geographical factors
D. Geographical factors
Even a separation of one mile in a city can produce lots of wasted time in traveling and parking. Wide spacing of a project within a city makes it difficult to schedule an impromptu meeting due to the distances among the team members, unless a video or voice conference is used.
A company needs to communicate with the general public regarding a project on which they are working. Which of the following would be appropriate methods to use? (Choose two.)
A. Fax
B. Instant message
C. Social media
D. Text messaging
E. Distribution of printed media
C. Social media
E. Distribution of printed media
Of the options listed, the only methods appropriate for mass dissemination to the public are social media and printed materials. The other forms represent more one-on-one forms of communication.
The project team is located in multiple cities across a continent. The customer requires the signing of a nondisclosure agreement by each team member and would like them all by the end of the next business day. What is the best communication method to use to collect these documents?
A. Video conferencing
B. Impromptu meeting
C. Instant messaging
D. Fax
D. Fax
For most organizations, the need to have a fax copy of original signatures is important for legal purposes. However, the use of scanned and emailed documents, or digital signatures, is also gaining acceptance.
Wigitcom has just been hacked, and millions of records containing personal information of their customers have been stolen. The CEO is in a meeting for the rest of the day. What is the best communication method to let the boss know of the situation?
A. Social media
B. Impromptu meeting
C. Text messaging
D. Distribution of printed media
B. Impromptu meeting
When there is a significant change in the situation, interrupting the meeting and letting the CEO know with an in-person meeting would be the best choice due to the urgency of this matter.
Mickey is in a project meeting where a risk trigger was identified that will need resolution. Mickey’s boss is in another meeting for the rest of the day, but Mickey wants to give his boss a brief update as quickly as possible. What would be the best method for Mickey to communicate with his boss?
A. Social media
B. Video conferencing
C. Text messaging
D. Distribution of printed media
C. Text messaging
Text messaging allows Mickey’s boss to get an update in the middle of another meeting, and if he deems the update important enough, the text notification allows the boss to step out of the meeting to get more information.
Amber works for a staffing firm and is a project manager brought in to help with a spike in projects for a company. When the projects are complete, Amber no longer does work for the company. This is an example of which one of the following?
A. Relocation
B. Risk response
C. Outsourcing
D. Business process change
C. Outsourcing
The use of external resources, instead of using internal resources or increasing permanent staffing, is called outsourcing.
An organization decides to stop using paper applications for its hiring processes and instead implements an electronic application through the company’s website. What type of change does this represent?
A. Business split
B. Business acquisition
C. Business process change
D. Business merger
C. Business process change
A change in the routine or form of how an organization conducts business is a business process change.
Which of the following are types of organizational change? (Choose three.)
A. Organic shifts
B. Business process change
C. Technological shifts
D. Outsourcing
E. Internal reorganization
F. Staff turnover
B. Business process change
D. Outsourcing
E. Internal reorganization
Other forms of organizational change include relocation, mergers/acquisitions, and demergers/business splits.
When regular project status meetings begin, what element of the change process should be regularly reviewed?
A. Change request log
B. Risk register
C. Issue log
D. Social media
A. Change request log
Communicating changes is a key function of status meetings so that expectations are communicated, input can be gathered, and updated assignments can be given.
Wigitcom is working on a cutover to a new phone system for an agency with a security component. During the planned outage, a problem is discovered that cannot be solved immediately. What should the project team do?
A. Continue to implement the change.
B. Implement the regression plan and reverse the changes.
C. Evaluate the impact and justification of an extended outage.
D. Identify and document the change.
B. Implement the regression plan and reverse the changes.
During any change where the team starts with a working product and the change disrupts its availability, it makes sense to reverse the changes. In some Agile practicing software companies, they may only roll forward to the next, future version of the software rather than reverse any changes. In this example, due to the availability of the phone’s security component, it would make it important to roll back.
After a change request has been recorded in the change request log, what is the next step that should be performed?
A. Submit it to the CCB to be accepted or rejected.
B. Defer until there is a break in the project schedule.
C. Implement the change.
D. Analyze the impact of the change.
D. Analyze the impact of the change.
A subject matter expert (SME), with input from the project manager, should evaluate the impact of the change to determine if it should be attempted, what is the impact on the triple constraints, what would be the benefits, and so on.
Madeline is a project manager whose team has just implemented a change to the project, and they have completed the step of updating project documentation. What is the next step that Madeline should make sure is completed?
A. Prioritizing the change to the bottom of the work list
B. Communicating the change according to the communication plan
C. Validating the change
D. Seeking approval from the CCB
B. Communicating the change according to the communication plan
After all documentation is updated, it is important to disseminate the updated information of the change to all applicable parties so that they understand that a change has been made, what the impact of the change will be, and what the new expectations of the project team are.
Who can submit a change request?
A. Project manager
B. Most people working on or associated with the project
C. Project sponsor
D. Change control board
B. Most people working on or associated with the project
Key stakeholders, project staff, sponsors, or governance/CCB members can all submit a change request for consideration.
The project management plan originally called for no fewer than 5 percent defects on project work. After a steering committee meeting, this number is reduced to 2 percent to maintain the quality brand of the company. What type of common project change is this?
A. Funding change
B. Risk event
C. Quality change
D. Scope change
C. Quality change
The quality metrics on the project were adjusted for fewer defects.
During a merger, the new company has decided to expand their headquarters building, which was a project currently under construction. They have allocated an additional $300,000 to the project to make this happen. Which common project changes does this represent? (Choose two.)
A. Requirements change
B. Scoping change
C. Timeline change
D. Funding change
B. Scoping change
D. Funding change
The scope and funding are the common elements that changed in this example.
All of the following are common types of project changes, EXCEPT
A. Organizational changes
B. Timeline changes
C. Scope changes
D. Requirement changes
A. Organizational changes
Organizational changes would come from the functional side of the organization, not the project side.
Wigitcom has a key programmer who must leave the project due to a family emergency. The project manager has been able to find another individual who has the experience and skills to take over, and that person is added to the project. This type of communication trigger is known as which one of the following?
A. Project planning
B. Resource changes
C. Incident response
D. Stakeholder changes
B. Resource changes
One of the most common risks to any project can be staff turnover, and when this happens, it needs to be communicated to the project team and the project manager.
Among the following, who would be the target audience that should be notified that a milestone has been completed? (Choose three.)
A. Project sponsor
B. Auditors
C. Project team
D. Product end users
E. Steering committee
F. Shareholders
A. Project sponsor
C. Project team
E. Steering committee
Auditors are a project-independent group who wouldn’t need to be communicated with during the project. Product end users would only be communicated with when the product was ready. Shareholders are not normally involved in a project where minute details like milestone completion would be communicated.
The cybersecurity team has been reviewing the security logs and has discovered a potential vulnerability in the software that a project team is developing. The team suggests remediation. What type of communication trigger is this?
A. Audit
B. Gate review
C. Schedule change
D. Business continuity response
A. Audit
A review by an internal team, such as security or even an internal audit division, is an audit with a recommendation to fix the finding.
MaryAnn is a deputy executive director, and she has asked not be disturbed until noon, as she is working on a time-sensitive assignment. The field team reported that they have completed the setup of a new drill in the field. The team does not interrupt MaryAnn to give her the news. This is an example of which one of the following?
A. Personal preferences
B. Criticality factors
C. Level of report detail
D. Interorganizational differences
B. Criticality factors
Because the report reflects a routine update, the criticality does not dictate that MaryAnn be disturbed. She can be updated at noon or later.
Wigit Construction has an operations division and an administrative division. The administrative division honors a standard 8–5 Monday through Friday schedule, whereas the operations division routinely has to work around the clock. This is an example of which one of the following?
A. Intraorganizational differences
B. Interorganizational differences
C. Technology factors
D. Personal preferences
A. Intraorganizational differences
Based on the mission of each work unit, practices can vary wildly between different groups within a company.
An offshore team has issued a holiday schedule to the project manager that differs from the company’s established holiday schedule. This is an example of which one of the following?
A. Language barriers
B. Time zones
C. Cultural differences
D. Criticality factors
C. Cultural differences
Different cultures may observe occasions that will differ greatly from one another. It is important to take these differences into account when you have an international team, whether or not they are offshore.
A large organization has a human resources project that will impact the pay and benefits for everyone in the company. It sets up a listserv that emails project updates and allows recipients to set the frequency to daily, weekly, or monthly. This is an example of which one of the following?
A. Cultural differences
B. Personal preferences
C. Criticality factors
D. Rapport building
B. Personal preferences
The project team’s communication method allows for individual personal preferences to be set in how frequently they receive communication.
Murthy is a project manager working on an international software project. Which of the following is a factor influencing the communication methods on the project?
A. Language barriers
B. Fax
C. Risk identification
D. Scope creep
A. Language barriers
Language barriers can present huge obstacles in communication, sometimes even when the same language is being spoken in different dialects.
An independent auditor has just completed a project evaluating the practices of an organization. What would be the best communication method to disclose the findings?
A. Virtual meeting
B. In-person meeting
C. Kickoff meeting
D. Closure meeting
D. Closure meeting
A closure meeting would wrap up the project activities associated with the audit, allow the audit findings to be presented, and raise questions about the recommendations.
Sasha is in a project meeting where a major risk was revealed to be impacting the project. Sasha’s boss is in another meeting for the rest of the day, but she needs to provide a detailed update to her boss as quickly as possible. What would be the best method to communicate with Sasha’s boss?
A. Email
B. Distribution of printed media
C. Instant messaging
D. Text message
A. Email
When schedules do not align, and there is a need to share a detailed message about what is going on, what is being done to address an issue, and what alternatives are available, an email would be the best way to share the information. The next day, it would also be okay to follow up with an in-person meeting to make sure that the boss received the information.
