8 Comm

Front 1

List the four process of Project Communications Mgt and their assoicated proces group

Back 1

"Identify Stakeholders(Initiating), Plan Communications(Planning), Distribute Info, Manage Stakeholder Expectations(Exceucting), Report Performance(Monitoring & Controlling)"

Front 2

List the primary output of Identify Stakeholders process (Communications mgt)

Back 2

Stakeholder register

Front 3

List the primary output of Plan Communications process (Communications mgt)

Back 3

Communications mgt plan

Front 4

List the primary output of Distribute Informationprocess (Communications mgt)

Back 4

Requested Changes

Front 5

List the primary output of Manage Stakeholder Expectaions process (Communications mgt)

Back 5

Change Requests

Front 6

List the primary output of Report Performance process (Communications mgt)

Back 6

"Performance reports, Change Requests"

Front 7

What is the project managers most important skill set?

Back 7

Communication. A pm spends 90% of his time communicating

Front 8

List the 2 initiating process

Back 8

"Develop charter, Identify stakeholders."

Front 9

Why is Identify stakeholder process important?

Back 9

"If stakeholders aren't properly identified and their needs are not undesttod, then there is little chance of meeting expectations. "

Front 10

When is Identify stakeholder process performed?

Back 10

Typically one of the first processes you perform on a project or phase. It may be performed multiple times throughout the project life cycle.

Front 11

List the inputs for the Identify Stakeholder Process (Communications mgt)

Back 11

"Project Charter, Procurement Documents, Enterprise Environmental Factors, Organizational Process Assets"

Front 12

Significance of the Project Charter as an input in Identify Stakeholder process

Back 12

"The charter describes the project in broad brush strokes, and it may also describe some fo the stakeholders and their interest in the project or its product."

Front 13

Significance of the Procurement Documents as an input in Identify Stakeholder process

Back 13

"If there is a contract involved, then the procurement documents will provide info as to some of the stakeholders and their needs. Stakeholders could be legal parties, the people who executed the contract the team members responsible etc"

Front 14

List the tools used in Identify Stakeholder process (Communications Mgt)

Back 14

"Stakeholde Analysis: The goal of this technique to to identify which stakeholders should receive project communications, what communications they should receive, how they should receive these communication, and how often they should receive them. Not all stakeholders should be treated equally on the project, some are more important then others, and it is the job of the pm(with help from sponsor) to understnad stakeholders and their ability to influence the org and the project. One technique is to plot stakeholders on a grid and visualize their impact and influence. Another tool is Expert Judgement"

Front 15

List the outputs of the Identify Stakeholder process (Communication Mgt)

Back 15

"Stakeholder Register, Stakeholder Mgt strategy"

Front 16

Significance of the Stakeholder Register as an output of the Identify Stakeholder Process

Back 16

"The stakeholder register is a document that lists all of the project stakeholders, describes them and classifies them. The classification will become particulary important when you are planning communication and want to group stakeholders together"

Front 17

Significance of the Stakeholder Mgt Strategy as an output of the Identify Stakeholder Process

Back 17

"Stakeholders may have positive or negative intentions for the project. The stakeholder management strategyis a document that seeks to explain how the stakeholders with the ability to have a positive impact on the project are maximized, while stakeholders with negative abilities or intentions are mitigated. This document is usually kep in reserve by the pm and is not published with other project documentation."

Front 18

What is done during the plan communications process (communications mgt)

Back 18

"It's all about the communications mgt plan, the main output. How often communications will be distributed and updated. In what format the coummunicatiosn will be distributed (ie. Email, printed copy, website), What information will be included in the project communications, which project stakeholders will recieve these communications"

Front 19

When is the Plan Communications process performed?

Back 19

"Early on the project, but it may be revisted as often as possible."

Front 20

List the inputs for the Plan communications process

Back 20

"Stakeholder Register, Stakeholder Mgt Stratedgy, Enterprise Environmental Facotrs, Organizational Process Assets"

Front 21

List the tools used in Plan Communications process

Back 21

"Communication Requirement Analysis, Communication Technology, Communication Models, Communication Methods"

Front 22

Communications Channels

Back 22

"Tool; part of Communications Requirments analysis; Adding a single person on a project can have significant impact on the number of paths or channels of communication that exist between people. Channels = n(n-1)/2 where n is the number of people on the project. Example, 4 peole will have 4 * (4-1)/2 = 6 . 5 people will have 10 channels."

Front 23

Official Channels of Communication

Back 23

"The number of communication channels is of specific concern when analyzing the project's communicatino requirements. If there are a large number of channels of communication on the project, the prject manager should work to define which communication channels are official. Example, it may be necessary to determine who can officailly communicate withe the customer or key customer."

Front 24

Communication Model

Back 24

"tool used in plan communications proces. It is a formal way of understanding how messages are sent and received. This models defines the responsibilities between the sender and the receiver. The sender's responsibilites are to: Encode the message clearly, Select a communication method, Send the message, Confirm that the message was understood by the receiver.// The receiver's responsibilties are to : decode the message, confirm that the message was understood. //noise can be anything that interfere with the receiver's ability to understand the message. ie. language and cultural issues, method of transmission, distance and bias acan all inject noise into the message."

Front 25

What is the sender's responsibility

Back 25

"The sender's responsibilites are to: Encode the message clearly, Select a communication method, Send the message, Confirm that the message was understood by the receiver.// The receiver's responsibilties are to : decode the message, confirm that the message was understood."

Front 26

What is the receiver's responsibility

Back 26

"The sender's responsibilites are to: Encode the message clearly, Select a communication method, Send the message, Confirm that the message was understood by the receiver.// The receiver's responsibilties are to : decode the message, confirm that the message was understood."

Front 27

What is noise?

Back 27

"noise can be anything that interfere with the receiver's ability to understand the message. ie. language and cultural issues, method of transmission, distance and bias acan all inject noise into the message."

Front 28

Active listening

Back 28

Active listening requires that the receiver takes active stips to ensure that the sender was understood

Front 29

Effective listening

Back 29

Requires the listener's ful thought and attention. To be effective as a listener means to monitor non-verbal and physical communication and to provide feedback indicating whether the message has been clearly understood.

Front 30

Feedback (communication mgt)

Back 30

"Refers to the verbal and nonverbal cues a speaker must monitor to see whether the listener fully comprehends the message. Nodding and smiling, nodding and a balnik stare, aksing questions or repeating the speakers words"

Front 31

Non Verbal communication

Back 31

"Takes place through body language such as facial expression, posture, hand motions. Most communication between the sender and receiver is non verbal."

Front 32

Paralingual communication

Back 32

"Vocal but not verbal-example- tone of voice, volume, or pitch"

Front 33

Communications Blockers

Back 33

Anything that interferes with the sender ecoding the message or the receiver decoding. It can include anything that disrupts the communication channel.

Front 34

"List the 4 communication methods, with examples and when is it used"

Back 34

"1) Informal written: email, memorandums, used frequently to convey info and communicate. 2) Formal written: contracts, legal notices, project docs(ie.charter), important project communications, used infrequently, but essential for prominent documents that go into the project record. The project plan is a formal written document. 3) Informal verbal: Meetings, discussion, phone calls, conversations, used to communicate info quickly and efficiently; 4) Formal Verbal: Speeches, mass communications, presentation. Used fo public relations, special events, company wide announcements, sales."

Front 35

List the 3 categories of communications and examples

Back 35

Interactive: A meeting where people can ask questions. Push: an email blast; Pull: A website where a video presentation or white paper can be downloaded.

Front 36

What is in the Communications Mgt Plan

Back 36

main output of Plan communications process: Who should receive project communications? What communications should they receive? Who should send the communications? How the communication wil be sent: How often will it be updated; Definitions so that every one has a common understanding of terms.

Front 37

List the inputs to the Distribute Information process

Back 37

"Project Mgt plan, Performance Reports, Organizational Process Assets"

Front 38

Significance of the PM plan as an input to the Distribute Information process

Back 38

"The communications mgt plan, a component of the pm plan is the primary ingredient. It defines who this process will be carried out."

Front 39

Significance of the Performance Reports as an input to the Distribute Information process

Back 39

"Much of project communication wil be related to the project's performance, and the performance reports provide that info to this process"

Front 40

List the tools used in the Distribue Information process

Back 40

"Communication Methods, Information Distribution Tools"

Front 41

Information Distribution Tools

Back 41

"Tool used in the Distribute information process. Tools that faciliate communiction. Example: intranet portal, email system, text messenging, postal office. Anything that helps get info into the hands of stakeholders qualifies."

Front 42

List the outputs of the Distribute Information process

Back 42

Organizational Process Asset Updates

Front 43

Why is the Manage Stakeholder Expectations process (comm mgt) important?

Back 43

Helps to ensure that no issues raised by stakeholders mushroom into problems that could jeaopordize the project. It works to identify and resolve stakeholder concerns proactively and in a timely manner.

Front 44

List the inputs of the of Manage Stakeholder Expectations process(comm mgt)

Back 44

"Stakeholder Register, Stakeholder Mgt Strategy, PM plan (communication mgt plan is component of pm plan), Issue log, change log, Organzational Process Assets"

Front 45

Significance of change log as an input for the Manage Stakeholder Expectations process (comm mgt)

Back 45

"The change log provides a record of all project changes. Since changes can affect different stakeholder interests, this info is brought into Manage Stakeholder Expectations."

Front 46

What is the preferred Communication Method is Manage Stakeholder Process

Back 46

"face to face meeting, prefered answer in the exam."

Front 47

List the tools used in the Manage Stakeholder Expectations Process

Back 47

"Communications process, Interpersonal Skills, Mgt Skills"

Front 48

List the outputs of Manage Stakeholder Expectations process

Back 48

Implied output: satisfied stakeholders.

Front 49

Difference between Information Distribution process vs Report Performance process

Back 49

"Report Perfromance process belongs to monitoring and controlling process group whereas Distribute Information is part fo executing process. Report Performance is specifically focused on reporting against the performance baseline, tracks how the project is doing against the plan, which is more specific than distribute info."

Front 50

List the inputs for the Report Performance process (comm mgt)

Back 50

"PM plan, Work Performance Info, Work Performance measurements, Organizational process assets"

Front 51

Significance of the PM plan as an input for the Report Performance process

Back 51

It provides the planned baseline against which the actual performance is measure d and reported.

Front 52

Significance of the Work Performance plan as an input for the Report Performance process

Back 52

"This input comes from the process Direct and Manage Project Execution. It can include performance updates on scope, schedule, costs, quality, and use of resources. Compared with the various baselines to measure progress against the plan"

Front 53

Significance of the Work Performance Measurements as an input for the Report Performance process

Back 53

"Work Performance measurements specifically refer to the cost variance (CV), schedule variance (SV), cost performance index (CPI), the cumulative CPI (CPIc), and the schedule performance index (SPI). They should be used to determin how the project is performing against the plan."

Front 54

List the tools used in the Report Performance process

Back 54

"Variance Analysis, Forecasting Methods, Communications Methods, Reporting Systems"

Front 55

List the outputs of Report Performance Process

Back 55

"Performance reports, Change Requests, Organizational Process Updates"

Front 56

Significance of Variance Analysis as tools used the Report Performance Process

Back 56

Variance Analysis looks at the executed results and evaluates how they match up with the plan. Any variances are probed in depth to understand why the variance occurred and whether the plan needs to be revised for future activities

Front 57

Significance of Forecasting Methods as tools used the Report Performance Process

Back 57

Forecasts are future predictions combined with expert judgemnt based on past performance. EAC and ETC are the most common financial forecasting methods while the project's schedule is typically used to forecast a projected completion date.

Front 58

Are performance reports actively pushed to stakeholders?

Back 58

"Yes, instead of waiting for them to pull them down."

Front 59

"1. If there are 4 people on the project team and 9 more are added, how many additional channels of communication does this create?"

Back 59

"D. Tricky. If there were 4 people there would have been 6 channels. 9 more would create 13, which equals 78 communication channels. The question is asking how many additioanl channels were created, so 78-6=72"

Front 60

2. The process to create a plan showing how all project communication will be conducted is known as: A. Communications Modeling. B. Plan Communications. C. Information Method. D. Communication Distribution Planning

Back 60

B. Plan communication is the process for determinig how the overall communication process will be carried out. It is the general plan for communication.

Front 61

3. The responsibility of decoding the message rests with: A. The sender. B. The receiver. C. The communications mgt plan. D. The communications model.

Back 61

"B.Sender encodes, receiver decodes"

Front 62

4. Which of the following is FALSE regarding Distribute Information? A. Distribute Information is an executing process. B. Distribute Info ends when the product has been accepted. C. Distribute Info may involve unexpected requests from stakeholders. D. Distribute Information carris out the communications mgt plan

Back 62

"B. Tricky. Distribute Information doesn't always end when acceptance has occurred, so this is the answer that doesn't fit. Some stakehodlers will need info distributed on the clouse of the contracts and projects. 'A' is true, because Distribute Information is an executing process. 'C' is true becaue Distribute Information carreios out predetermined communication, but alos will be used to repond to unplanned requests from stakeholders. 'D' is also true because Distribute Info is the process that executes the communications mgt plan"

Front 63

5. Your latest review of the project status shows it to be more than three weeks behind schedule. You are required to communicate this to the customer. This message should be: A. Formal and written. B. Informal and written. C. Formal and verbal. D. Informal and verbal.

Back 63

"A. Communications on schedule slippage, cost overruns, and other major project statuses should be formal in writing. That does't mean you can't pick up the phone to soften the blow, but the formal and written aspects of the communication are what counts here."

Front 64

"6. Which of the following statements is TRUE regarding issues? A. All issues must be resolved in order for the project to be closed. B. The issue log is a tool for stakeholders to manage project issues. C. Each issue should be assigned to a single owner. D. Issue mgt may be treated as a sub-project on larger, more complex projects."

Back 64

"C. Each issue should be assigned to an owner and be assigned to a target completion date. 'A' incorrect since a project could be closed(successfully) and still have outstanding issues. Sometimes the issues are out of the pm's control. 'B' is incorrec since the issue log is not for the stakeholders-it is for the pm to use to manage issues. 'D' is incorrect because issues are managed within the context of the project. If you were even considering creating a separate project to manage issues, your project is probably beyond hope."

Front 65

7. The majority of a person's communication is: A. Verbal B. Nonverbal. C. Documented. D. Unnecessary.

Back 65

B. Most of a person's communiction takes place no verbally. Body language.

Front 66

8. Which of the following communication techniques is the most effective for resolving conflict? A. Instant messaging. B. Conference calls. C. Formal written communication. D. Face to face communication.

Back 66

"D. Face to face communication is the most effective means of resolving conflict. This fits an overall theme that direct, clear, and personal communication is favord for pm. "

Front 67

9. Communication skills would be used most during which of the following processes? A. Distribute info. B. Status Meetings. C. Report Performance. D. Communicatins Change Control

Back 67

"A. Your communication skills are used as a tool in Distribute Info. 'B and D' aren't real processes. 'C' incorrect because the process of Report Performance mainly produces the performance reports, which factually state the status of the porject, while Distribute Info, whcih can cover many more topics, requires more in the way of skill and communication ability."

Front 68

10. The communciations mgt plan typically contains all of the following EXCEPT: A. The expected stakeholder response to the communication. B. The stakeholder communication requiremens. C. What technology will be used to communicate info. D. A glossary of terms.

Back 68

"A. The expected response you will receive is not part of the communications mgt plan. The communications mgt plan focuses on how you will communicate to stakeholders and not how they will communicate to you. 'B, C, D' are typically part of the communications mgt plan."

Front 69

11. You are about to attend a bi-weekly status meeting with your program manager when she calls and asks you to be certain to include earned value analyssis in this and future meetings. Why is earned value analysis important to the communications process? A. It communicates the project's long term success. B. It communicaes how the project is doing against the plan. C. It communicats the date the project deviated from the plan. D. It communicates the value to cost ratio.

Back 69

"B. Earned value analysis is a communication tools, and it's all about how the projectis doing against the plan."

Front 70

"12. You receive a last minute status report form a senior member of the project team that you believe is incorrect. It show tasks as complete that you are almost certain are no more than 60% complete, and it documents deliverables as having been truned over to the customer that you do not believe are even finished yet. You are walking inot a communication meeting with key stakeholders. What is the BEST way to handle this problem? A. Ask the team member who wrote the report to sign the bottom of it. B. Ask the stakeholders to wait a few minutes while you try to verify the info. C. Summon the project team to the meeting to get to the bottom of the discrepancey. D. Do nothing with this status and provide an amended report at the next meeting with the stakeholders."

Back 70

"B. A pm should always communicate good info and should report the truth. 'A' is wrong because it issn't about getting your team member to sign off. Accurate info is more important than accountability. 'C' is inocrrect because it is not the team's job to go to these meeting. They should be doing teh work on the project. 'D' is inocrrect because waiting only postpones the situation and delays getting accurate info to the stakeholdes. Choice 'B' is best in this case, because it is the only one that gets accurate info to the stakeholders as quickly as possible"

Front 71

13. The most important skill for a pmto have is A. Good admin skills. B. Good planning skills. C. Good client facing skills. D. Good communications skills

Back 71

D.

Front 72

14. The best definition of noise is: A. Any unsupportable info that finds its way onto written or verbal project communications. B. Anything that interferes with transmission and understanding of a message. C. Any communication that takes place through unofficial project channels. D. A communication acronym for Normal Operational Informaion of Select project Entities.

Back 72

B.

Front 73

"15. A pm is holding a meeting with stakeholdes related to the status of a large project for constructing a new runway at a major airport. The runway project has a CPI of 1.2 and and SPI of 1.25, and the manager is going to have to deliver the message to the stakeholders that a crucial quality test has failed. What kind of communication does this meeting represent? A. Formal verbal B. Informal verbal. C. Paralingual D. Nonverbal"

Back 73

B. Meetings are classified as informal verbal-even when the subject matter is important.

Front 74

"16. You have just taken over as the pm for a new major runway airport. The project is already in progress, and there are over 200 identified stakeholders on the project. You want to know how to communicate with these stakeholdes. Where should you be able to find this info. A. It depends on the type of project. B. The stakeholder mgt plan. C. The communication mgt plan. D. Communication requirements."

Back 74

C.The stakeholder's communication needs are all contained in the communications mgt plan

Front 75

17. Mary is using forecasting to determine her project's estimate at complet. What would be the most likely place to include this info? A. The communication mgt plan. B. The project activity report. C. The performance reports D. The stakeholder mgt report.

Back 75

"C. Report Performance uses the tool of forecasting and produces the performance reports. These reports often contain the estimate at complete and estimate to complete, as well as the cost and schedule performance index. "

Front 76

"18. Marie is a pm who is involved in a meeting with the customer. After the customer makes a statement, Marie carefully reformulates and resttes the message back to them. What is Marie practicing in this case? A. Listening skills. B. Project communications mgt. C. Professional courtesy. D. Passive listening."

Back 76

A.

Front 77

19. Lessons learned should contain: A. The collective wisdom of the team. B. Feedback from the customer as to what you could have done better. C. Information to be used as an input inot administrative closure. D. Analysis of the variances that occured from the project's baseline.

Back 77

D. Important! Lesson learned focuses on variances from the plan and what would be done differently in the future in order to avoid those variance.

Front 78

20. In which process would earned value analysis be used? A. Plan communications. B. Distribute Information. C. Report Performance. D. Report Project Value.

Back 78

"C. Earned value analysis is s atool of Report Performance, since earned value analyssi factors in the differnce between what was planned and the work that was actually accomplished. This info can then be distributed out to the appropriate stakeholdes."