Characteristics of Communication

What else should I know about communication in project management?

In this Issacon

A brief overview of communication

·         Its structural components

·         How it works

·         Written communication

·         Formal

·         Informal

·         Verbal communication

·         Formal

·         Informal

·         Non-verbal communication

Structural components - 1

The elements of a communication (message) are

·         The sender

·         Who is the originator and responsible for the content

·         Skills

·         How well the message is assembled and delivered

·         The messaging process

·         The way it is delivered and received

Structural components - 2

Elements, continued

·         The messaging environment

·         The medium by which the message is communicated

·         The audience

·         Who receives it and how well

·         The intent

·         What is to be achieved by the message, how and when

·         Models are described in more detail in Issacon #1432

Written communication

·      Written - formal

·         Examples include

·         Corporate mission statements; company policy statement; project goals and objectives; procedures and guidelines; contract documents; progress reports; status reports; minutes of meetings; certificates; approvals and acceptances

·      Written - informal

·         Examples include

·         Speedy memos; unsigned memos and personal notes; telephone slips and "yellow stickies"

Verbal communication

·      Verbal - formal

·         In which transaction records are kept

·         Examples include

·         Administrative, technological, progress or problem-solving meetings; conference calls; performance reviews; quasi-judicial meetings; testimony

·      Verbal - informal

·         Sometimes very informal, but still very useful

·         Examples include

·         Personal contacts, one on one; coffee-break exchanges; working breakfasts, lunches or dinners; company socials; discussions during travel; social telephone calls

Non-verbal communication - 1

Body language

·         A major part of face-to-face communication

·         Both augments the message

·         And provides valuable feedback

·         Eyes probably provide the most significant clues

·         Can hold attention, ask, invite, hide, intimidate or threaten

·         Good eye contact signifies openness and transparency

Non-verbal communication - 2

·         Facial and voice expression provide the largest portion

·         But other body language also counts

·         But these are by no means universal throughout all cultures

·         Arm and hand waving say a lot

·         And provide emphasis and drama

·         A firm handshake suggests solidarity

·         The body and leg positions may suggest

·         Attention, interest, or indifference

·         Gestures are explored in Issacons #1435, 1436

Other non-verbal vehicles

·      A lot can be conveyed by

·         Video and animation

·         Simple graphics

·         Overheads and charts

·         Old saying "A picture is worth a thousand words!"

·      Other non-verbal clues

·         Clothes

·         E.g. military, formal attire or casual

·         Office furniture

·         Amount arrangement and value

·         Even the shape of the conference table . . .

Testing the environment

·      Do you have

·         An open and free communication environment?

·      Here are some questions to ask

·         Are project and task problems discussed freely?

·         Are new ideas welcomed?

·         Are mistakes admitted?

·         Is criticism viewed constructively?

·         Is bad news conveyed as readily as good news?

·         Are certain project topics avoided altogether?

Constructive feedback

Suggestions for providing feedback

·         See for your self every time possible

·         Don't rely on hearsay or rumor

·         Give feedback as often as possible

·         Definitely more encouragement than not

·         Give positive feedback first

·         Preface criticism with "If I might suggest . . ."

·         Describe rather than judge

·         Focus on behavior, not on traits

·         You can change behavior but not personality