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Chapter 7 - Communication

Part 3


To summarise the keywords of that chapter, here is a quick overview:

Technical term Definition
Informal information Communication that is not governed by formal rules
Indispensable as a supplement to formal communication to ensure flexibility and ability to develop
Formal information Communication that is prescribed by the management and carried out by official channels
Communication A process in which information is exchanged, which makes it a specific form of social interaction
Non-verbal communication Focuses on body language
Facial expressions, gestures, gesticulation, stance, distance to the other party, external appearance, voice, talking speed, dialect and accent are all forms of expression that enable people to form an opinion about the person they are talking to
Provide a context within which information is interpreted

Test yourself!

Now it is time to check your knowledge.

Answer the following questions for yourself. Please take your time and think carefully about what you would answer before revealing the solution.

When a person makes a presentation, what core messages have to be subconsciously assimilated by the audience?
  • "Professionals are at work here!" (demonstrating competence).
  • "We've got the project under control!" (demonstrating power and dynamism)
  • "We're nice people and we like talking to you!" (building affinity)
Which communication rules should be applied?
  1. Proactive listening
  2. Be aware of the difference between perception, assumption and response
  3. Avoid covert communication
  4. Talk in the "I" form
  5. Talk about how you feel instead of making accusations
  6. Make reference to specific situations
What is a communication matrix and what is it used for?

The project team should clarify the form in which each stakeholder wishes to receive information and provide feedback. This is possible with a communication matrix (identification and categorisation of target group interests).

What are the recommendations on (providing/receiving) feedback?

Receiving feedback

  • Other people's perceptions can differ from self-perceptions
  • Feedback is an opportunity to obtain additional information about yourself
  • Feedback is not a request for change

Giving feedback

  • Clarify whether feedback is desired
  • Describe your own experience
  • Describe the effect of the actions ("I" statements), but do not pass judgement or interpret things
  • Formulate feedback concisely and precisely
  • Only mention things that can be changed
How are communication guidelines used in a project?

The project manager develops communication guidelines together with the team. They specify which communication tools are to be used by project personnel when contacting stakeholders and for what purpose.

What elements of stakeholder communication should be available to the project manager?
  • Project meetings
  • Project reports
  • Off-the-record conversations
  • Project newsletter
  • Presentations
  • Websites
  • Bulletin board
  • Project hotline
  • Events
  • Idea competitions
  • Media relations
  • Social networks