DQS390 : CONSTRUCTION

PROJECT MANAGEMENT
BY; SITI NURHAYATI HUSSIN
Department of Quantity Surveying, FSPU
 TOPIC 2: COMMUNICATION
Learning outcomes
Students should be able :
To define the basic concept of communication skills
 DEFINITIONS

“ Any act by which one person gives to or receives

from another person information about that person’s
needs, desires, perceptions, knowledge, or affective
states” ( National Joint Committee for
Communicative Needs of Persons with severe
Disabilities, 1992, p.2)
 DEFINITIONS
 “ sending, giving, or exchanging information and ideas"
(Webster Dictionary).
 Communication is the process of transmission of
information of an originator to a receiver by means of the
use of a message that it goes from one to another across
a channel.
MAIN PURPOSE OF COMMUNICATION

To establish the objectives of an enterprise.

To develop a link of plans to achieve them.

To organize human resource in such a way that the

goals are realized.

To create a climate conducive to lead, direct and

motivate people.

For effective control

 COMMUNICATION PROCESS
 Communication is the process of conveying information between two or
more people.
 The communication process is the steps we take in order to achieve a
successful communication.
1. A sender Encodes
information
2. The sender select a channel
of communication by which to
send the message.
3. The receiver receives the
message
4. The receiver decodes the
message
5. The receiver may provide
feedback to the sender
 One-way vs. Two-way Communications
One-Way Communication Two-Way
A person sends a message to Communication
another person and no questions, The communicator &
feedback, or interaction follow
receiver interact
 Good for giving simple
 Good for problem
directions
 Fast but often less accurate
solving
than 2-way communication
 The Nature of the Communication Process

 Communication is a process of sending and receiving messages with

attached meanings.

 The communication process.

 Source — encodes an intended meaning into a message.

 Receiver — decodes the message into perceived meaning.

 Communication channel — the means by which the message is

transmitted.

 Feedback — the receiver transmits a message back to the sender.

 Noise — any interference with the transmission of the message.

 Communication begins when the sender comes across a thought or an
idea.

 The sender then encodes it in a way that it can be understood by the

receiving channel members.

 Encoding is not simply translation or to put forward an idea, but includes

additions, deletions and simplifications in the line of thought and
conversion and the same in the form of a message to be transferred
further down the line.

 It also may include technical details such as encoding the message in a

programmed language as an input for computer.
 Needs a link/medium between the sender of the message and receiver of the
message.

 Links or mediums may be written or oral.

 The messages are transmitted through a letter, a telegram, telephone, computer,

etc.

 Sometimes, more than one link also may be used for the transmission of
messages.
 Feedback is necessary in order to verify the
effectiveness of a communication.

 It is to confirm whether or not a message has

been clearly transmitted and understood by the
receiver.

 Feedback helps in analyzing whether the objective

has been achieved or not.
 Methods of
Communication
Methods of Communication
 Spoken words  Telephone
 Loud speaker  Email
 Meeting  Grapevine
 Conference  Briefing groups
 Correspondences  Audio-visual medium
 Newsletter or magazine  Notices or Memo
 Written reports  Employees report
 Handbook
Methods of Communication
 Non Verbal
Oral Communication
Communication Written
Communication

Types of
communication

Visual Communication Oral and Written

Communication
• Conferences
• Interviews
• Orientation sessions
• Sales/product presentations
• Staff meetings
• Task assignments
• Training sessions.
 Advertisements
 Bulletins
 Electronic mails
 Letters
 Manuals
 Memoranda
 Newsletters
 Policy statements
 Reports.
 Magazines, newspaper articles,
and professional journals
 Presentation via:
 Closed circuit television
 Film
 Slide – tape
 Television
 Video-tape
 Building design
 Clothing
 Drawing
 Illustration
 Office design
 Signs
 photographs
 Body movement
 Facial expression
 Gestures
 Odours
 Space utilization
 Time
 Barriers to
Effective Communication

Filtering/ information
distortion

Different
Poor listening
linguistic styles

Barriers

Workforce Lack of appropriate

diversity feedback

Rumors/ Grapevine
 Message is not properly planned before it is delivered
to the receiver.
 Channel links/medium to be adopted are not planned
out in advance.
 Purpose of the message is not clearly stated
 Sender presumes certain part of the message understood
by the receiver and accordingly forwards it him.

 It is not necessary that the receiver shall also presume

things in the same manner.

 This presumption may lead to confusion and chaos.

 Unclarified and vague presumptions lead to greater

dangers.
 Single word conveys lots of different meanings.
 Each word is understood in reference to the context of
the sentence as well as place and situation it is used at.
 Semantic Distortion can be deliberate or accidental.
 When it is deliberate, it is intended so but the one that is
accidental hinders the progress of communication.
 It renders ambiguity to the message and every different
individual may come to his own conclusion in the end.
 Occurs when one person is considerably higher in
the hierarchy than another.

 The person at the top gives the message. People at

the bottom take it literally and follow it as an order.

 The top people may not have intended to pass it on

literally, i.e. leads to confusion.
 The sender of the message may be clear about the
thought in his mind but poorly chosen words or omission
of important links, leads to misunderstandings in the
group.

 Simple and straightforward message tends to be easily

accepted and interpreted in the group.

 But the simplicity should not be achieved at the cost of

misrepresentation of the crux.
 When the message moves from one person to the other,
it becomes less accurate.

 Different individuals tend to add their perception to it.

 Besides, the message may not be retained thoroughly in

the memory.

 It is advisable to repeat the message and also use more

than one channel to communicate the same message.
 Listening requires patience, demands full attention, self-
discipline and avoid premature evaluation of what another
person has to say.
 Common notion, people have a tendency to judge what is
said, whether they agree to it or disagree.
 Very few people who are good listeners.
 When the message is long, most people after a while will
start-loosing interest and hence stop listening.
 In an environment of threat, fear and distrust, effective communication cannot be
expected.

 People become defensive and close-minded.

 They remain always on their guard, which hinders the movement of

communication.
• People acting under threat or fear, do not take the
decisions rationally but rather, the decisions are made
under pressure.
•Moreover, they do not actually care about the
consequence of a faulty message as they are always
under the grip of some fear.
 Sufficient time period is required to
understand and digest a message.
 Communication may bring in changes,
and these changes will affect different
people in different manner.
 Managers are usually pressed for time,
and this leads to breakage in the
communication channel.
 The messages that come can get
distracted in an organization filled with
people all around, a lot of noise, improper
lighting, and a frequent physical
movements of people.
 People are not relaxed in such a climate
and this tend to receive the
communication haphazardly.
 One way communication is quick, but two way
communication is more accurate.

 It is advisable to have some interactions between the

receiver and the sender to clear doubts and
misconceptions of both parties.

 If a proper feedback system is not installed, then in such

a case two way communication becomes difficult.
 The sender of the message must be clear regarding
the message to be communicated.
 Clarity of thought is essential. If there are any faults in the
beginning itself, the entire process would fail.
 For better control, encoding and decoding should be done
with symbols that are popularly used by the group members
and are familiar to all.
 avoid technical jargon unless the communication is to be
done with experts on the particular subject.
 At message planning stage, every individual who is directly
or indirectly affected by the said message should be
involved.
 While making the communication, addressing the need of
the receiver is of prime importance.
 If the receiver is not interested in the information that is provided, it
has no value for him.
 The purpose of communication is not only to get the message
understood, but also accepted by the receiver.
 Communication is not simply passing of a flat message.
There has to be harmony between the choice of words,
tone of voice, what is to be said and the manner in which it
is to be said.

 The words being said and the body language expressed

must be congruent.
 A continuous feedback by the receiver should be
given to the sender.
 If this fails, though the information may be transmitted,
there are chances that it may not be understood and
accepted.
 So if the sender keeps on receiving the feedback, the lapses
if any can be easily identified.
 Control is an essential part of communication. The passing of
information takes place; not only from top to bottom but
also from bottom to top with a view to achieve the stated
objectives.
 Hence care should be taken that the passing of information should be
such that it does not deviate from the original course.

 Communication is not only the responsibility of a sender

alone, but the receiver is also equally responsible.
 A receiver needs to be fully attentive, listen actively and ask for
clarification, repetition, wherever required.
 It is advisable to test the understanding of the
message. Both, the sender and receiver can discuss
it out.
 It is good to share opinions, feelings and perceptions that
are generated after the message is passed.
 The acceptability of the communication can be known only
after the message has settled down.
Organizational
Communication
What is organizational
communication?
 Organizational communication is the specific process through
which information moves and is exchanged throughout an
organization.

 Information flows:
 Through formal and informal structures.
 Downward, upward, and laterally.
What is organizational
communication?

 Channel richness.

 The capacity of a communication channel to convey

information effectively.
 Richest channels — face-to-face communication.

 Moderately rich channels — telephone, electronic

chat rooms, E-mail, written memos, and letters.

 Leanest channels — posted notices and bulletins.
 What is organizational communication?

 Formal and informal communication channels.

 Formal channels follow the chain of command

established by the hierarchy of authority.
 Informal channels do not adhere to the hierarchy of

authority.
 The grapevine is an informal channel through which

rumors and unofficial information pass.

What is organizational communication?
 Communication flows and directions.

 Downward communication.

 Upward communication.

 Lateral communication.
What is organizational communication?
 Downward communication.
 The flow of information follows the chain of command from
top to bottom.
 Downward communication informs lower level personnel
about the higher level managers’:

 Strategies.
 Objectives.
 Instructions.
 Policies.
 Feedback.
What is organizational communication?
 Upward communication.
 The flow of information from lower to higher levels of the
organization.

 Upward communication informs higher level personnel about

lower level workers’:
 Problems.
 Results.
 Suggestions.
 Questions.
 Needs.
What is organizational communication?
 Lateral communication.
 The flow of information across persons or work units at the
same hierarchical level.

 Lateral communication enables persons and work units to

coordinate:
 Problems.
 Needs.
 Advice.
 Feedback.
What is organizational communication?
 Lateral communication — cont.
 Very important in high performance organizations.
 Serving external customers.
 Serving internal customers.

 Organizational ecology.
 The study of how building design may influence
communication and productivity by improving
lateral communication.
What is organizational communication?
 Types of communication networks.

 Decentralized communication network.

 Centralized communication network.

 Restricted communication network.

 What is organizational communication?

 Decentralized Communication Network

 All group members communicate directly and

share information with one another.
 Sometimes called an all-channel or star network.

 Involve interacting groups.

Decentralized Communication Networks:
All-Channel

Top Management Team

What is organizational communication?
 Centralized Communication Network.

 Information flows to a central person and is

redistributed.
 Sometimes called a wheel or chain network.

 Involve coacting groups.

Centralized Communication Networks:
Circle

Task Force Member

 Includes:
 The processes required to ensure timely and appropriate
generation, collection, distribution, storage, retrieval and
ultimate disposition of project information.
 Provide:
 The critical links among people and information that are
necessary for successful communications
(Source: PMBOK Third Edition, p. 340)
 Communications Planning
 Information Distribution
 Performance Reporting
 Manage Stakeholders
(PMBOK Third Edition, p. 222.)
 Project Initiation:
 Develop Communications Plan
 Template
 Project Planning:
 Define Communications Plan
 Project Execution & Control:
 Execute Communications Plan
 Project Closeout:
 Solicit Feedback
(GB: The New York State Project Management Guidebook Release 2)
 Who? - Who needs to know?
 What? - What do they need to know?
 When? - How frequently?
 Where? - Where are communications required?

 Why? - Why is this important?

 How? - How are they kept informed?
 Did you think of everyone?
If you are designing a shopping
complex, have you included the
end-users in the early project
communications?
 Tendency to send too much to too many people.
 very easy to do with electronic
communications!
 Too much is as bad as too little – can’t read
everything.
 Target your audiences – and realize you may have more
than one.
 How often?
 Morning & afternoon?
 Day of week?
 Day of month?
 Different intervals for various stakeholders
 Weekly for team members
 Bi-weekly for sponsor
 Monthly for Executives, etc.
 Location for status meetings
 Location for team meetings
 Locations for information:
 Network drive,
 website, internal or external, Email
 attachments, Email text.
 Curiosity? Good/bad
 Need to know?
 Build buy in
 Provide information
 Prepare end-users for transition
 MANY REASONS TO SHARE
 INFORMATION!
 Emails
 Status reports
 Phone calls
 Meetings
 Face to face, one on one
 Press release
 Other?