Identify Stakeholders

Plan Communications

Distribute Information

Manage Stakeholder Expecttions

Report Performance

Generating Information

Collecting Information

Distributing Information

Storing Information

Retrieving Information

Disposing Information

Listening

Questioning and probing

Educating

Fact-Finding

Setting and managing expectations

Negotiating

Resolving Conflict

Summarizing

Helps obtain stakeholders' collaboration and buy-in

Maintains team committment to the project

Decreases Stress

Increases the chances that work will be performed correctly

Identify stakeholders

Plan communications

Distribute Information

Manage stakeholder expectations

Report performance

Stakeholder register

Stakeholder management strategy

Project charter

Procurement documents

Enterprise environmental factors

Organizational process assets

Organizational culture

Organizational structure

Government or industry standards

Stakeholder register

Lessons learned

Stakeholder register from past projects

Stakeholder analysis

Expert judgment

Interests of stakeholders

Key individuals

Potential disruptions

Stakeholders to participate in stages

Ways to mimimize negative impact

appropriate communication plans

Strategies for managing stakeholders

Identify stakeholders

Classify stakeholders

Assess stakeholder reaction

Stakeholder Register

Stakeholder management strategy

Enterprise environmental factors

Organizational process assets

Organizational structure

Information and communications systems

Physical proximity of stakeholders

Socio-economic environment

Historical information

Lessons learned

Meetings at kick-off and wrap-up

Weekly status reports via e-mail

Ad-hoc issue resolution

used to determine information needs:  type, format, value

Stakeholder register

Stakeholder management strategy

Enterprise environmental factors

Organizational process assets

Level of power

Potential to summon support

Negative bias

High                Keep satisfied     Manage closely

Influence                                                                     

Low                 Monitor              Keep Informed

Low        Interest       High

Organizational structure

Technology

Geographical layout

Project risk

Communication models

Communication technology

Communication methods

Distortion

Distraction

Misunderstandings

Interference

Active listening skills

Feedback to confirm understanding

Nature of the message

Stakeholders' needs

Qualities of the technology

Teleconferencing and videoconferencing

E-mail

Web sites

Groupware

Project management software

speed

wide reach

group communication

cost savings

Discussion boards

Project files

secure

Accessible

Always up to date

Facilitates teamwork

Helps avoid negative group dynamics

Project environment

Technology availability

Project duration

Project team capabilities

Urgency of informational needs

Push communication

Pull communication

Interactive communication

Process for escalating and resolving problems

Glossary of terms

Process for updating the plan

Purpose

Flow charts

Constraints

Guidelines

Project schedule

Stakeholder register

Stakeholder management strategy

Project management plan

Performance reports

Organizational process assets

Templates for communication methods

Policies and procedures

Historical information and lessons learned

Sender-receiver models

media choices

writing style

facilitation and meeting skills

presentation techniques

communications methods (push, pull, interactive)

information distribution tools (hard copies, electronic, verbal)

Interactive  (Meetings, phone calls, video conferencing) 
   Push (Letters, memos, reports, e-mails, faxes)

  
   Pull  (Intranet sites, e-learning, knowledge repositories)

Systems for handling hard -copy documents 

(Courier systems, filing cabinets) 

Electronic systems for written communication 

(Shared online databases, e-mail, instant messaging, faxes, web publishing) 

Verbal communication systems 

(Voicemail, telephone, video and web conferencing) 

Stakeholder notifications

Project reports

Project presentations

Feedback from stakeholders

Project records

Lessons-learned documentation

Project reports

Stakeholder register

Stakeholder management strategy

Project management plan

Issue log

Change log

Organizational process assets

Organizational communications requirements

Issue management procedures

Change control procedures

Historical information about previous projects

Building trust

Resolving conflict

Active listening

Overcoming resistance to change

Presentation skills

writing skills

public speaking skills

negotiating skills

• building trust by being honest, demonstrating ability and confidence, and practicing tolerance and respect
• resolving conflict, defusing tense situations, and negotiating solutions to practical problems
• listening actively, which means paying full attention to someone and taking them seriously
• overcoming resistance to change by considering all suggestions seriously
• developing a cohesive and motivated team through leadership skills, which include both interpersonal and management skills

• technical skills, which involve using proper planning, organizing, estimating, monitoring, and scheduling methods and tools, and having a good grasp of technical environmental factors
• conceptual skills, which include having the broad vision of the organization, understanding the context of the project and the politics within the organization, and collaborating with other departments and disciplines for a project's advantage
• communicating well through writing, public speaking, and presentation
• negotiating beneficial solutions for everyone, which means applying interpersonal skills, self-confidence, and assertiveness to achieve compromises which work to the advantage of all stakeholders and towards a project's objectives
• being sensitive to the needs of all stakeholders
• developing the project team and building cohesiveness and morale
• maintaining a positive attitude
• mentoring and encouraging participation
• maintaining a spirit of cooperation and an open atmosphere where people can express opinions
• giving rewards and recognition when appropriate
• delegating rather than giving orders

Communication methods

Interpersonal skills

Management skills

Change requests

Project document updates

Project management plan updates

Organizational process assets updates

Stakeholder management strategy

Stakeholder register

Issue log

Lessons learned database

Project management plan

Work performance information

Work performance measurements

Budget forecasts

Organizational process assets

Report templates

Policies and procedures

Variance limits

Variance analysis

Forecasting methods

Reporting systems

Communication methods

1. Verify quality of information collected
2. Determine variances
3. Evaluate impact
4. Find sources and detect trends

Time series

Causal/economic

Judgmental

Personal insight

Focus groups

The delphi method

Historical precedent

Market surveys

Performance reports

Change reuqests

Recommended corrective action

Recommended preventive action

Performance reports

Change requests

Organizational process assets updates