Download Managing Expectations and Resolving Conflicts in Project Communication and more Slides Human Resource Management in PDF only on Docsity! Setting the Stage for Communicating Bad News Dear Mom and Dad, or should I say Grandma & Grandpa, Yes, I am pregnant. No, I’m not married yet since Larry, my boyfriend, is out of a job. Larry’s employers just don’t seem to appreciate the skills he has learned since he quit high school. Larry looks much younger than you, Dad, even though he is three years older. I’m quitting college and getting a job so we can get an apartment before the baby is born. I found a beautiful apartment above a 24-hour auto repair garage with good insulation so the exhaust fumes and noise won’t bother us. I’m very happy. I thought you would be too. Love, Ashley P.S. There is no Larry. I’m not pregnant. I’m not getting married. I’m not quitting school, but I am getting a “D” in Chemistry. I just wanted you to have some perspective. 21 Docsity.com Determining the Number of Communications Channels As the number of people involved increases, the complexity of communications increases because there are more communications channels or pathways through which people can communicate Number of communications channels = n(n-1) 2 where n is the number of people involved 22 Docsity.com Managing Stakeholders Project managers must understand and work with various stakeholders Need to devise a way to identify and resolve issues Two important tools include: Expectations management matrix Issue log 25 Docsity.com
(Table 10-3: Expectations Management Matrix
MEASURE OF SUCCESS
Seope
Time
Cost
Quality
Customer
Satisfaction
ROI Projections
Etc.
PRIORITY.
2
EXPECTATIONS
The scope statement clearly
defines mandatory
requirements and optional
requirements.
There is no give in the
project completion date.
Every major deadline must
be met, and the schedule is
very realistic.
This project is crucial to the
organization. If you can
clearly justify the need for
more funds, they can be
made available.
Quality is important, and
the expectation is that we
follow our well-established
processes for testing this
system.
Our customer expects us to
act professionally, answer
questions in a timely
manner, and work
collaboratively with them
to get the project done.
The business case for this
project projected an ROI of
40% within two years after
implementation.
GUIDELINES
Focus on meeting
mandatory requirements
before considering
optional ones.
The project sponsor and
program manager must be
alerted if there are any
issues that might affect
meeting schedule goals.
There are strict rules for
project expenditures and
escalation procedures. Cost
is very important, but it
takes a back seat to
meeting schedule and then
scope goals.
All new personnel are
required to complete several
in-house courses to make
sure they understand our
quality processes. All cor-
porate quality standards
must be followed.
All presentations and
formal documents
provided to the customer
must be edited by a tech
writer. Everyone should
reply to customer requests
within 24 hours.
Our finance department
will work with the
customer to measure the
ROI. Meeting/exceeding
this projection will help us
bring in future business
with this and other
customers.
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(—
Issue #
Etc.
Issue
DescRIPTION
Servers cost 10%
more than planned
Two people left
the project
IMPACT ON
PROJECT
Slight increase
in project cost
Need 10 reassign
personnel
Date
REPORTED
S/15
9126
Reporteo
By
Jean
Gaurav
Table 10-4: Issue Log
ASSIGNED — PRIORITY
To (M/H/L)
‘Oded M
Karen H
Due
Date
6/15
1o/2
STATUS
Closed
Open
COMMENTS
The sponsor agreed
to provide additional
funds to meet the
deadline.
If Karen cannot
reassign people
within a week, she
should talk to Peter
directly.
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