Day 4 Flashcards
1
Q
What are the two different types of knowledge?
A
Explicit and Tacit
2
Q
What is explicit knowledge?
A
Can be codified using symbols such as words, numbers, and pictures.
Can be documented and shared with others.
3
Q
What is tacit knowledge?
A
Personal knowledge that can be difficult to articulate and share such as beliefs, experience, and insights. Essential to provide the context of the explicit knowledge
4
Q
What is individual knowledge management?
A
Each team member needs to know how to perform their work in accordance with each assigned task’s scope, schedule, and cost.
Acquire required knowledge by:
* Research
* Collaboration with team members
* Examination of the project’s or organization’s knowledge repository
5
Q
What is project knowledge management?
A
- Focus on achieving the goals of the current project.
- Solicits knowledge about other projects that can be applied to the current project.
- Project Management Office (PMO) is an excellent source of knowledge, as it exists for the purpose of defining and maintaining standards for project management within an organization.
6
Q
What is organizational knowledge management?
A
- Focus on managing programs or portfolios.
- The program manager or portfolio manager seeks information from peers who manage other programs or portfolios, to adapt this knowledge to their specific need.
7
Q
What are lessons learned?
A
✓ Knowledge gained during a project can be useful to subsequent phases
of a project and to other projects.
✓ Include both positive and negative experiences that occur throughout the
project life cycle.
✓ Avoids “reinventing the wheel”
✓ Long-term learning tool.
8
Q
What are considerations for lessons learned?
A
Schedule at the right time
Include topics on:
✓ Conflict management
✓ Vendor relationships
✓ Customers
✓ Strategy
✓ Tactics
9
Q
What are project responsibilities within the team?
A
- Leadership to communicate the organization’s vision and inspire the project team to focus on the goals of the project.
- Facilitation to effectively guide a group to a successful solution to a problem.
- Political awareness to keep the project manager aware of the organization’s political environment.
- Networking to facilitate relations among project stakeholders so that knowledge is shared at all levels.
10
Q
What are working environment expectations?
A
✓ Knowledge is not constant, what we knew yesterday can change based on what we did today.
✓ Continuously evaluate the project environment for new risks and follow the risk management plan to proactively address them before they become
issues that will affect the project objectives.
✓ Don’t hoard knowledge; follow the communications management plan and inform stakeholders of changes affecting their work.
✓ Use appropriate tools to share knowledge with stakeholders:
− Face-to-face during formal meetings
− Face-to-face during informal meetings and discussions
− Telephone
− Email
− Wikis
− Intranet
− Printed documents
11
Q
What’s the knowledge transfer approach?
A
Connect individuals, in person or virtually, to share tacit knowledge
and collaborate together.
12
Q
What are knowledge transfer techniques?
A
✓ Networking
✓ Facilitating special interest groups
✓ Meetings, seminars, and various other types of in-person and virtual
events that encourage people to interact and exchange ideas and knowledge.
✓ Training that involves interaction between attendees.
✓ Work shadowing and reverse shadowing provide a more individualized method to the exchange of specialized knowledge.
13
Q
How do you maintain team and knowledge transfer?
A
- Follow your PMO’s guidelines on documenting new knowledge.
- Be alert to new sources of project knowledge and follow the
communications management plan to convey that knowledge to
stakeholders. - Proactively seek new knowledge.
- Compile a lessons-learned register throughout the project’s lifecycle and
add it to a lessons-learned repository with registers from other projects.
14
Q
What is leadership in a project?
A
The project manager is the visionary leader for the project.
✓ Educate the team and other stakeholders about project value delivery
✓ Promote teamwork and collaboration
✓ Remove roadblocks Promote the project’s mission and value to inspire the team, keep them focused and feel part of the organization’s mission.
15
Q
What are some leadership skills you need to have in a project?
A
✓ Conflict management
✓ Cultural awareness
✓ Decision making
✓ Facilitation
✓ Meeting management
✓ Negotiation
✓ Networking
✓ Observation/conversation
✓ Servant Leadership
✓ Team building
16
Q
What are some Diversity Awareness and Cultural Competencies?
A
Use a leadership approach and style that best suits the situation and the stakeholders.
Be mindful of individual and team aims and working relationships.
Understand that motivations and working styles of individuals and groups vary based on experiences, age, culture, job roles, and other influences.
Projects with diverse locations, industries, stakeholders, and cultures require
communication and openness to build trust.
17
Q
What are two of the project manager’s roles?
A
Management and leadership
18
Q
What are some leadership traits?
A
Strong personal ethics, integrity, and trustworthiness
Interpersonal skills (communicator, collaborator, motivator)
Conceptual and analytical skills
19
Q
What is servant leadership?
A
✓ Facilitate rather than manage
✓ Provide coaching and training
✓ Remove work impediments
✓ Focus on accomplishments
20
Q
Why should you challenge the status quo?
A
✓ Let past experiences and processes provide guidance to but not dictate your actions.
✓ Commit to a growth mindset to continuously improve and innovate, to
find new ideas and perspectives.
✓ Discover the best approach through challenge and introspection.
✓ Avoid complacency and blind acceptance
21
Q
What is the 360 View of Stakeholders?
A
✓ Good leadership is based partially on your influence and the influence of the other project stakeholders.
✓ Use tools and techniques to ensure that you understand your stakeholders.
Some examples:
Salience Model
Directions of Influence
Power, impact, interest grid
22
Q
What is team building?
A
✓ Cohesion and solidarity help teams perform better.
✓ Good leadership facilitates the bonding between project team members.
✓ Team-building activities build unity, trust, empathy, and focus on the team
over the individual.
23
Q
What are rewards in team building?
A
✓ Tangible, consumable items
✓ A specific outcome or achievement achieved
✓ Definite start and finish, or fixed time
✓ Usually expected when goal is met
Motivate towards a specific outcome; never without recognition too.
24
Q
What is recognition in team building?
A
✓ Intangible, experiential event
✓ Acknowledge behavior rather than outcome
✓ Not restricted to a set time
✓ Usually not expected by recipient
To increase recipient’s feeling of appreciation; can be given without a reward
25
What are some considerations when leading a team?
* Use emotional intelligence and other leadership methods to motivate your
team.
* Adapt your leadership style to work best with each stakeholder.
* Establish good communication among team members, internally and
externally.
* Monitor performance of team members on an ongoing basis.
* Manage conflict.
* Establish an issues log to track and assign project issues.
26
Strive to shape a team with what?
a healthy culture of working autonomy and a shared sense of responsibility for their work.
27
What should you consider with Team Structure and Workspaces?
✓ Team environments are physical and virtual.
✓ Factor in environment and location to team performance.
✓ Foster meaningful interaction–this is a core tenet of agile.
✓ Respect agreed team working hours and practices.
28
Facilitate fluid engagement of team members. . .
…so they can take initiative when needed.
29
Use shared workspaces to what?
to foster informal and immediate collaboration.
Team members need to be able to contribute from everywhere and at any time
30
What should you consider with Empowerment and Unity?
✓ Empower them to make timely decisions.
✓ Encourage the team’s sense of ownership of the work.
✓ Encourage the team to foster collaborative work and decision making.
✓ Prioritize team unity. Individual contributions are important, but team
unity is critical.
31
What is important about Autonomy and Teamwork?
Know when to interfere. In general, people work more productively when granted autonomy.
Include the team in:
✓ Clarifying and prioritizing requirements
✓ Splitting requirements into tasks
✓ Estimating effort
32
Keep the project tone....
Positive and Fluid
✓ Establish a culture of fluid communication and engagement in a workspace that promotes positive interactions.
✓ It makes leading and managing a team easier.
33
What should you consider with Team Building Activities?
✓Also known as “team-building strategies”
✓Formal or informal
✓Brief or extended
✓Facilitate yourself or use a group facilitator
34
Use team-building activities to do what?
Use team-building activities to influence diverse individuals from many functional areas, each with their own goals, needs, and perspectives, to
work as a cohesive team, for the good of the project
35
Team Performance Assessments do what?
✓ Improve team member interaction
✓ Solve issues
✓ Deal with conflicts
✓ Improve team member skills and competencies
✓ Increase team cohesiveness
Assess potential continually
Identify positives and negatives
36
What is team development?
✓ Is a process which can progress and regress
✓ Acknowledges diversity and promotes inclusivity
✓ Requires trust, communication, and respect
✓ Takes effort!
37
What are the team development stages (Tuckman ladder)?
Forming
Storming
Norming
Performing
Adjourning
38
What is the team development stage "forming"?
Team members get to know each other and trust one another.
39
What is the team development stage "storming"?
Team members begin to assert themselves and control emerging issues.
40
What is the team development stage "norming"?
Team begins to work productively, without worrying about personal acceptance or control issues.
41
What is the team development stage "performing"?
Team is working at optimum productivity and is collaborating easily, communicating freely, and solving its own conflict problems.
42
What is the team development stage "adjourning"?
Team members complete their assigned work and shift to the next project or assigned task.
43
How do you manage with objectives?
✓ Use clear objectives for a more productive and driven team.
✓ Set objectives collaboratively with the team.
✓ Create challenging, yet attainable objectives.
✓ Conduct objective setting:
− At the start of a project or phase
− Throughout the project life cycle, as in an iteration planning session
44
What is important about feedback?
✓ Is crucial for any team, using any methodology, in any environment.
✓ Discover the most appropriate and timely means of feedback.
– Public/private
– Individual/group
✓ Give and receive constructive feedback freely.
45
How do you Performance Track using Scrum/Agile/Kanban boards?
Based on the Japanese management method of pulling cards to
various stages as they are worked on, physical or electronic boards
can track work as it progresses across various stages or categories.
46
How do you Performance Track using Throughput metrics?
Measurement of the team’s work that has moved from one stage to
another stage over a certain time.
47
How do you Performance Track using Cycle Time?
Measurement of work that has progressed all the way from plan to
completed or delivered.
48
How do you Performance Track using Quality Metrics?
Various measurements to track quality deliverables, defects, and
acceptable output.
49
How do you Performance Track using Earned Value?
Tracking cost and effort performance against a planned value.
50
How do you Performance Track using Bar Charts (Gnatt)?
Using the project schedule to track performance over time.
51
How do you Performance Track using Velocity?
Measurement of total output from an iteration to attempt to predict
future iteration outputs.
52
What is another way of supporting and measuring performance?
The monetary value of the work contribution
53
What is Earned Value Management (EVM)?
In projects that use earned value management, the cost baseline is referred
to as the performance measurement baseline.
54
What is Planned Value (PV) in Earned Value Management (EVM)?
* The authorized budget assigned to scheduled work.
55
What is Planned Value (PV) in Earned Value Management (EVM)?
* The measure of work performed expressed in terms of the budget authorized for that work.
56
What is Actual Cost (AC) in Earned Value Management (EVM)?
* The realized cost incurred for the work performed on an activity during a specific time period.
57
What is Cost Variance (CV)?
Cost Variance - the amount of budget deficit/surplus at a given point in time, expressed as the difference between EV and AC.
▪ A positive CV indicates a project is under budget.
▪ A zero CV indicates a project is on budget.
▪ A negative CV indicates a project is over budget.
(CV = EV - AC)
58
What is Cost Performance Index (CPI)?
Cost Performance Index - a measure of the cost efficiency of budgeted resources expressed as the ratio of EV to AC.
▪ A CPI number greater than 1.0 indicates a project is under budget.
▪ A CPI of 1.0 means the project is on budget.
▪ A CPI number less than 1.0 indicates a project is over budget.
(CPI = EV / AC)
59
What is Schedule Variance (SV)?
Schedule Variance - a measure of schedule performance expressed as
the difference between the EV and the PV.
▪ A positive SV indicates a project is ahead of schedule.
▪ A zero SV indicates a project is on schedule.
▪ A negative SV indicates a project is behind schedule.
(SV = EV - PV)
60
What is Schedule Performance Index (SPI)?
Schedule Performance Index - a measure of schedule efficiency expressed as the ratio of EV to PV.
▪ An SPI number greater than 1.0 indicates a project is ahead of schedule.
▪ An SPI of 1.0 means the project is on schedule.
▪ An SPI number less than 1.0 indicates a project is behind schedule.
(SPI = EV / PV)
61
What is Estimate at Completion Analysis (EAC)?
Estimate At Completion (EAC) - The current projected final cost of the project.
EAC= BAC/CPI
62
What is Estimate To Complete (ETC)?
Estimate To Complete (ETC) - The amount of money needed to
complete the project.
ETC= EAC-AC
63
What are Impediments, Obstacles, and Blockers?
The team can’t agree on a solution!
Construction can’t begin before permits are granted!
The company has halted the use of the product until a new contract is signed!
64
How do you track impediments?
Tracking impediments as they are raised, addressed, and resolved, to
ensure communication and oversight.
Track impediments with:
✓ Issue log
✓ Kanban (task) board
✓ Software applications
Capture the status and efforts associated with the identified impediments.
65
Why is it important to review Risk Reviews/Risk Register?
✓ Impediments may be due to, or a result of, project risks or issues.
✓ Risks raised formally during the daily standup meetings, iteration reviews, or informally, are added to the risk register.
✓ Newly identified and existing risks are updated based on the current knowledge and situation.
66
How to do you handle impediments as a servant leader?
Aim to create an unobstructed path for the team so they can contribute and
deliver.
Optimize the workplace to be free of obstacles and other impediments.
✓ Create the right team space
✓ Focus efforts on work
✓ Remove distraction, non-value work, and other confusion
Take on most of the burden of addressing and removing impediments so the team can do their best work.
67
What should you consider when Working with External Stakeholders, Other
Projects, and Work Demands?
* Work with the team to assess and evaluate the impediment.
* Review previous attempts or efforts to fix the problem.
* Discuss impact and solutions.
* Connect the impediment to the external source.
* Establish a single point of contact (SPOC) within the team, typically the
project manager or person with the most subject matter knowledge.
* Shield the rest of the team to focus on other work.
* Create action plan and schedule.
* Follow up and communicate per agreements.
* Document resolution and lessons learned for future reference.
68
How do you Prioritize Critical Impediments, Obstacles, and Blockers?
* Define the prioritization categories appropriate for team, project, and/or
organization.
* Redefine levels as needed.
* Anchor the priority levels with real examples.
* Clarify the new and still open impediments.
* Review the impact or potential impact to the team and to the project
objectives.
* Assign a priority to each impediment as a team or a selected subgroup
based on connection to the impediment
* Communicate the priorities in a visible place, such as an information
radiator.
* Create action plans for the highest priority impediments.
* Continually reassess for impediments, obstacles, and
blockers.
69
What is true of lessons learned during the project?
Should be documented throughout the project.
70
What is the difference between a lessons-learned register and
a lessons-learned repository?
The register applies to a single project, and the repository
applies to many projects.
71
The product owner is unavailable to make a decision about a
product feature. What is this considered?
Impediment
72
What is The Project Manager’s Role?
✓ While all stakeholders are responsible for managing conflict, your job is to
heavily influence the direction and handling of conflict.
✓ Use interpersonal and team skills to ensure positive results when handling
conflict.
✓ In agile projects, you facilitate conflict resolution while the team is empowered to resolve conflicts.
✓ As a servant leader, you assist in the removal of impediments or sources of conflict.
73
What are some skills and leadership techniques?
In addition to the conflict management techniques we discuss shortly, also use your interpersonal skills to address conflict:
✓ Emotional Intelligence
✓ Influencing
✓ Leadership
✓ Decision-Making
74
What are some causes of conflict?
✓ Competition
✓ Differences in objectives, values, and perceptions
✓ Disagreements about role requirements, work activities, and individual approaches
✓ Communication breakdowns
75
What does Effective conflict management lead to?
✓ Improved understanding
✓ Better performance
✓ Higher productivity
76
What does Ineffective conflict management leads to?
✗ Destructive behavior
✗ Animosity
✗ Poor performance
✗ Reduced productivity
77
What are the conflict management approaches?
1. Smooth/Accommodate
2. Collaborate/Problem Solve
3. Withdraw/Avoid
4. Force/Direct
5. Compromise/Reconcile
78
In Conflict Management what is Smooth/Accommodate?
✓ Emphasize areas of agreement
✓ Concede position to maintain harmony and relationships
79
In Conflict Management what is Withdraw/Avoid?
✓ Retreat from the situation
✓ Postpone the issue
80
In Conflict Management what is Collaborate/Problem Solve?
✓ Incorporate multiple viewpoints
✓ Enable cooperative attitudes and open dialogue to reach consensus
and commitment
81
In Conflict Management what is Force/Direct?
✓ Pursue your viewpoint at the expense of others
✓ Offer only win/lose solutions
82
In Conflict Management what is Compromise/Reconcile?
✓ Search for solutions that partially satisfy everyone
✓ Compromise to temporarily or partially resolve the conflict
83
How do you engage with stakeholders?
✓Trust
✓Collaboration
✓Productive working
Effective collaboration builds trust between all parties.
84
What is collaboration?
Optimize understanding of aims and expectations through open dialogue and meaningful communication.
Accept that each person’s involvement and engagement level may fluctuate during project.
Keep discussions transparent to ensure stakeholders are knowledgeable and expectations are set.
Leverage communication and interpersonal skills, feedback, and meeting management to maximize feedback loop and stakeholder engagement.
85
What are collaboration activities?
Nearly constant engagement is recommended
Base the frequency of engagement on mutual needs and expectations
Activities that encourage regular collaboration include:
* Daily stand-up meetings
* Co-locating teams for face-to-face communication
* Scheduled sessions e.g. milestone reviews, backlog grooming sessions, and project update meetings
Determine and optimize collaborative activities as an ongoing team effort
86
How do you Develop a Stakeholder Engagement Plan?
* Review project artifacts:
− Project management plan - life cycle selected for the project, how work will
be executed, how resource requirements will be met, how changes will be
monitored and controlled, and the need and techniques for communication
among stakeholders.
− Stakeholder register - how to appropriately engage stakeholders.
* Organizational culture, structure, and political climate - determine best
options to support an adaptive process for engaging stakeholders.
* Lessons-learned database and historical information - insight on previous
stakeholder engagement plans and their effectiveness.
* Use expert judgment to decide on the level of engagement required from
each stakeholder at project stages.
* Hold meetings with experts and the project team to define the required
engagement levels of all stakeholders.
* Use analytical techniques to classify the level of engagement for
stakeholders.
* Document the stakeholder engagement plan.
87
How do you Maximize Meeting Time?
✓ Be organized
✓ Timebox
✓ Collaborate
88
What are some guidelines when Facilitating a Meeting?
* Ensure meetings are appropriate to the stakeholder’s engagement level.
* Set and distribute an agenda before the meeting.
* Allow stakeholders to review and change the agenda.
* Start meetings promptly to support a sense of urgency.
* Timebox meetings.
* Allow others to speak and share.
* Take notes or record the meeting, with permission.
* Keep meeting discussions on topic. Save off-topic discussions for another
time.
* Recap the meeting and assign action items.
* Thank everyone for attending.
* Adjourn the meeting per the scheduled time or earlier.
* Distribute the meeting notes or recording.
89
How do you Interact with Relevant Stakeholders?
✓ When refining the backlog, mentor the Product Owner on best practices.
✓ When onboarding a new project team member, guide them on team processes.
✓ When a team member must purchase material for the project, show them the procurement best practices and processes for the organization.
90
What is important about Coaching and Mentoring?
Coach and mentor others to help them improve.
Raise team abilities to increase their output and value.
Increase the knowledge base and skill sets of all project stakeholders to promote more successful and effectively managed projects.
Start mentoring relevant stakeholders in a project and expand your mentoring reach into throughout the organization.
91
What should you make time for as a PM?
Make Time for Mentoring and Coaching
92
What is important when Individual Mentoring and Coaching?
✓ Encourage others to take lead on activities
✓ Facilitate meetings and sessions
✓ Practice taking on new roles
✓ Use informal opportunities
✓ Create formal opportunities
✓ Transfer skills
✓ Model behaviors
✓ Encourage teammates to assist each other
93
How do you Share Explicit Knowledge with an Individual while Performing a Task?
✓ Encourage self-organization and initiative
✓ Facilitate opportunities for others to practice project management tasks
✓ Coach individuals on how to contribute to other project roles
✓ Coach an individual with tacit knowledge
✓ Lead formal training sessions
✓ Pass on and practicing skills
✓ Demonstrate desired skills and best practices every day
✓ Self-organizing teams coach and mentor each other every day in their work
94
How do you mentor and coach as a group?
✓ Mentoring and coaching also occurs in whole team settings.
✓ Everyone learns when you demonstrate the best way to complete a project management task.
✓ Call out and explain actions and their causes or motivations.
✓ Allow others in the group to contribute and guide the practice.
✓ The entire team learns and grows as a unit.
95
What is the purpose of Training and Sharing Plans?
✓ Set aside time for sharing and learning to increase the opportunities
to capitalize on mentoring.
✓ Establish formal or informal plans for training and sharing.
✓ Leverage retrospectives and lessons learned sessions to call out
successes and failures in project management and operation.
✓ Schedule training sessions to formalize mentoring and coaching. These sessions can be facilitated by anyone.
96
What should you keep in mind with facilitation of a project?
✓ Take the lead in facilitating project management activities.
✓ Model good project facilitation skills so others can learn.
✓ Encourage participation from stakeholders to build their knowledge
and comprehension.
✓ Guide and offer advice to provide relevant feedback to help people grow
in confidence.
✓ Increase the abilities of all project stakeholders to increase success. When all contribute, all gain.
97
What are transformation skills?
✓ Support co-workers to support the business - Supporting business transformations requires patience and compassionate mentoring.
✓ Enable an agile operating system -You will be required to coach team
members when introducing new methods such as agile.
✓ Keep knowledge current - In today’s digital world, the skill set being used
today may be obsolete or limited tomorrow.
98
What are some aspects of emotional intelligence?
✓ Self-awareness
✓ Self-regulation
✓ Motivation
Interpersonal Skills:
✓ Social skills
✓ Empathy
99
What are some self-awareness elements?
Emotional awareness
Accurate self-assessment
Self-confidence
100
What is emotional awareness?
Emotional Awareness
* Knowing feelings.
* Perceiving connections between feelings and behavior.
* Recognizing how emotions affect performance.
* Being conscious of values, goals.
101
What is accurate self-assessment?
* Perceiving strengths and weaknesses.
* Becoming aware of blind spots.
* Knowing emotional triggers.
102
What is self-confidence?
* Expressing potentially unpopular opinions.
* Taking risks.
* Displaying poise, self-assurance.
* Having knowledge of self-esteem, proficiencies.
* Being decisive.
103
What are Self-Regulation Elements?
1. Self-control
2. Innovation
3. Adaptability
4. Trustworthiness
5. Conscientiousness
104
What is self-control?
Self-control
* Remaining cool under pressure.
* Staying focused in a stressful environment.
* Controlling rash, destructive emotions.
105
What is innovation?
* Producing fresh ideas.
* Considering innovative
answers to problems.
* Embracing new approaches and possibilities.
* Looking for novel ideas.
106
What is adaptability?
* Adapting to changing events.
* Interpreting events in a flexible way.
* Handling numerous demands and changing priorities.
107
What is trustworthiness?
* Acknowledging errors, challenging others’ immoral conduct.
* Establishing confidence via reputation for honesty, credibility.
* Standing by principles.
* Behaving in morally correct way, above suspicion.
108
What is conscientiousness?
* Having well-ordered, meticulous approach to work.
* Being accountable for fulfilling goals.
* Satisfying obligations, delivering on promises.
109
What are Interpersonal and Team Skills?
✓ Active listening
✓ Communications styles assessment
✓ Emotional intelligence
✓ Influencing
✓ Motivation
✓ Nominal group technique
✓ Political awareness
✓ Transparency
110
What are the elements of motivation?
1. Commitment
2. Achievement Drive
3. Initiative
4. Optimism
111
What is commitment in motivation?
✓ Making decisions based on team's core principles.
✓ Realizing benefit in comprehensive quest.
✓ Sacrificing to fulfill company goal.
✓ Searching for opportunities to achieve team's mission.
112
What is achievement drive in motivation?
✓ Setting tough goals, taking chances.
✓ Driving hard to get results.
✓ Discovering how to upgrade capabilities.
✓ Striving to minimize uncertainty.
113
What is initiative in motivation?
✓ Working above and-beyond toward goals.
✓ Inspiring others through extraordinary feats.
✓ Cutting through rules to finish job.
✓ Seizing opportunities.
114
What is optimism in motivation?
✓ Hoping to succeed instead of fearing failure.
✓ Seeing reversals as events caused by controllable factors.
✓ Working toward goals regardless of barriers.
115
What is empathy?
The ability to understand the feelings of another, to see from their point of view.
The capacity to empathize is a powerful tool.
It provides a foundation for understanding the motivations of other people.
116
What is understanding others mean?
✓ Serving others based on needs.
✓ Observing emotional cues and listening carefully.
✓ Displaying tact and appreciating others' points of view.
117
What does service orientation mean?
✓ Happily providing proper help.
✓ Understanding customers’ point of view.
✓ Seeking strategies to increase consumers' satisfaction.
✓ Recognizing consumers’ needs.
118
What is important about developing others?
✓ Recognizing, rewarding associates' achievements
✓ Providing helpful criticism.
✓ Coaching and mentoring.
119
How do you leverage diversity?
✓ Appreciating various ideologies.
✓ Creating conditions where different types of groups can thrive.
✓ Showing consideration for diverse groups.
✓ Objecting to discrimination and bigotry.
120
What does political awareness mean?
✓ Understanding political truths and realities of companies.
✓ Grasping influences that set opinions of clients, consumers, rivals.
✓ Recognizing critical social systems.
✓ Correctly interpreting power connections.
121
What are elements of social skills?
✓ Communication
✓ Building Bonds
✓ Collaboration/Cooperation
✓ Change Catalyst
✓ Conflict Management
✓ Influence
✓ Leadership
✓ Team Capabilities
122
What is communication in Social Skills Elements?
✓ Managing tough problems directly.
✓ Effectively exchanging information.
✓ Cultivating clear communication.
✓ Achieving a mutual awareness.
123
What is Building Bonds in Social Skills Elements?
✓ Building connections with colleagues.
✓ Establishing large, casual networks.
✓ Keeping others informed.
✓ Seeking mutually rewarding relationships.
124
What is Collaboration/Cooperation in Social Skills Elements?
✓ Fostering a collaborative environment.
✓ Cultivating options for cooperation.
✓ Balancing job duties and professional relationships.
✓ Working together; sharing strategies, knowledge, assets.
125
What is Change Catalyst in Social Skills Elements?
✓ Challenging current situation to appeal for change.
✓ Advocating for change.
✓ Appreciating importance of change.
✓ Exhibiting change anticipated of others.
126
What is Conflict Management in Social Skills Elements?
✓ Detecting clashes, moving disputes into the open.
✓ Managing difficult individuals.
✓ Urging open discussion of issues.
✓ Engineering resolution for both sides.
127
What is Influence in Social Skills Elements?
✓ Polishing presentations.
✓ Winning people over.
✓ Coordinating impressive events to sell an idea.
✓ Building solidarity and approval.
128
What is leadership in Social Skills Elements?
✓ Stimulating interest for collective vision and goal.
✓ Modeling effective leadership.
✓ Taking on leadership role regardless of official title.
✓ Directing others' performance.
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What is team capabilities in Social Skills Elements?
✓ Building team character.
✓ Attracting group members.
✓ Displaying team characteristics.
✓ Safeguarding team and its good name.
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What is Organizational Theory?
✓ Purpose of organizational theory
✓ Maximize efficiency and productivity
✓ Solve problems
✓ Motivate people
✓ Meet stakeholder requirements
✓ Common organizational theorists
✓ Maslow’s Hierarchy of Needs
✓ McGregor’s Theory X and Theory Y
✓ McClelland’s Achievement Theory
✓ Herzberg’s Motivation Theory
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What is Maslow’s Hierarchy of Needs?
SELF-ACTUALIZATION
ESTEEM
BELONGING
SAFETY
PHYSIOLOGICAL
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What are the aspects of active listening?
1. Reflecting- Repeat the gist of the message; Verify your understanding of the message
2. Attending- Lean slightly toward the speaker; Focus on the speaker at
eye-level; Maintain eye contact without staring
3. Following- Respond with non-verbal gesture or verbal response; Ask questions; Allow speaker a moment to collect their thoughts
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How do you Build Emotional Intelligence with Key Stakeholders?
* Recognize your own emotions and behaviors.
* Assess how your emotions, attitudes, actions, behaviors control you.
* Observe how your emotions affect those around you.
* Take note of physical nonverbal cues of others, such as a shrug or smile.
* Interpret those cues against the context, situation, and your emotions.
* Remain mindful of the emotions of others.
* Mirror the behaviors of others when suitable to become better connected.
* Practice controlling or changing your emotions to better suit the situation.
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What are compliance requirements?
✓ In most projects, solutions are subject to legal or regulatory constraints.
✓ Identify, track, and manage compliance requirements throughout the project.
✓ This might include requirements for specific practices, privacy laws, handling of sensitive information, and so on.
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How do you Use the Risk Register?
✓ Use a Risk Register to track and manage risks.
✓ Also, validate legal and regulatory compliance for deliverables continuously.
✓ Perform a summary check of compliance before the end of the project.
136
What are Compliance-related Risks?
✓ The identified risk
✓ Risk owner
✓ Impact of a realized risk
✓ Risk responses
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What is the configuration management system?
Allows for tracking, versioning, and control.
Includes compliance information, including proof of validation that each deliverable meets compliance requirements.
Is handed over with the deliverables so customer can continue to track in their configuration management system.
Records deliverable components, including a description and the defined key attributes.
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Compliance Categories vary based on what?
✓ Industry and solution scope.
✓ Unique legal and regulatory exposure.
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What are attributes for compliance reporting?
Update: Work Performance Reports regularly
With:
* Project activities and changes
* Team improvements
* Deliverable status
* Overall progress
* Risk status
Compliance-related risks, include:
* Risk management actions
* Testing and validation activities
* Audits
* Other actions to verify deliverable compliance
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What is a variance analysis?
✓ Create regular reports on project variances and details of actions taken to control and keep the project on track.
✓ Variances related to compliance are critical because of potential impact
on usability of the deliverable.
✓ Variance analysis should include:
− Identification of the variant
− Plans for bringing the project or deliverable back into compliance
− Any proposed changes required to meet compliance requirements
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What are potential threats to compliance?
✓ Identification of new vulnerabilities
✓ Changes in legal or regulatory requirements
✓ Errors in testing and validation to confirm compliance
✓ Errors or bugs in deliverables
✓ Lack of awareness of compliance requirements
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What are aspects of Signoffs and Approvals?
Identify the stakeholders authorized to sign-off and approve compliance of
deliverables.
This step follows successful testing and validating of deliverables. But this can be throughout the project or at completion.
Benefits of compliance sign-off:
✓ Early warning of potential threats to compliance.
✓ The ability to capture variances and determine a course of action.
Remediate compliance issues to avoid:
✓ Negative impact on the timeline
✓ Cost overruns
✓ Increased risks
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How do you Analyze the Consequences of Noncompliance?
Define:
* Legal, regulatory, and other constraints
* The business rules that constrain the project solution and improve the
likelihood of compliance
* Parts of the potential solution subject to compliance requirements
* The scope of the compliance requirement
* The stakeholders responsible for reviewing, approving, and signing-off on compliance.
Track and manage:
* The review and approval activities related to compliance requirements
* The risks and risk responses related to compliance requirements
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What is a Quality Management Plan?
✓ Describes resources and activities needed to achieve the necessary quality
objectives.
✓ Sets expectations for the project's quality requirements.
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How do you Control Quality Process Outputs?
✓Verifies that they meet both functional and nonfunctional requirements.
✓Possibly, identifies and suggests potential improvements.
✓Validates alignment with compliance requirements.
✓Provides feedback on any identified variances.
✓Identifies potential approaches to cure defects or other noncompliance.
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What are Escalation Procedures?
Determine whether a noncompliance issue is within the project’s tolerance
level.
Define these procedures during project and risk planning.
If yes, then work with the team to propose a resolution.
If it’s beyond the tolerance level, then escalate the issue to the responsible stakeholder for adjudication.
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What are audits in compliance?
✓ Verify compliance with organizational policies, processes, and procedures.
✓ Can verify implementation of change requests.
✓ Identify use of good/best practices, non-conformity, gaps, and shortcomings.
✓ Share good practices from other projects in the organization or industry.
✓ Proactively offer improvements to boost productivity.
✓ Highlight contributions to lessons learned.
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What is sampling?
If QA can’t inspect every product or deliverable, use sampling to identify
quality issues.
This approach can provide similar results and reduce the cost of quality.
attribute sampling - result either conforms or does not conform variable sampling - result is rated on a continuous scale that measures the degree of conformity
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How do you Measure Project Compliance?
* Establish a clear Quality Management Plan and act on it continuously to
identify noncompliance issues as early as possible.
* Use quality control outputs to confirm deliverable and process compliance
and identify needs for corrective actions.
* Establish project tolerances and either initiate corrective actions yourself or
quickly escalate noncompliance beyond the tolerances.
* Establish where external audit teams can confirm and validate use of
appropriate processes and procedures and how audit results can enable the
team to identify improvements.
* Leverage effective quality tools and techniques to assess
quality deliverables and identify improvements, corrective
actions, or defect repairs required.
150
Which is true about conflict in projects?
Conflict is inevitable.
151
Which of the following statements most reflects the approach
of servant leadership?
Lead by supporting the team needs
