第08章沟通管理(课件).ppt

8 CHAPTER 沟通管理对外经济贸易大学信息学院徐嘉震Xujz ProjectScopeManagement项目范围管理 ProjectQualityManagement项目质量管理 ProjectRiskManagement项目风险管理 ProjectTimeManagement项目时间管理 ProjectHumanResourceManagement项目人力资源管理 ProjectProcurementManagement项目采购管理 ProjectCostManagement项目成本管理 ProjectCommunicationsManagement项目沟通管理 ProjectIntegrationManagement项目整体管理 项目管理知识体系结构 PMBOK 本次课主要知识点提示 Objectives 本章知识点 1 沟通规划 communicationplanning 2 沟通实施 communicationimplementation 3 沟通控制 communicationcontrol 4 面访 interview 5 讲演 presentation 项目沟通管理 沟通管理 是项目管理过程 包括沟通规划 沟通实施 沟通控制等活动 本节课主要参考模型 表8 1沟通管理知识结构 8 1 CHAPTER 沟通规划 沟通管理 沟通规划分析干系人对项目信息的需求 有针对性地确定沟通对象 沟通时间 沟通内容 沟通方式等预案 表8 1 1 1项目沟通规划的主要工作 沟通方式 P116 11 网络沟通 1 正式沟通 2 非正式沟通 3 上行沟通 4 下行沟通 5 平行交叉沟通 6 单向沟通 7 双向沟通 8 书面沟通 9 口头沟通 10 体语沟通 沟通计划的方法和工具 表8 1 3 1干系人信息需求分析表 项目干系人 图8 1 3 1项目干系人 沟通过程的一般模型如图 图8 1 3 2沟通过程的一般模型 8 2 CHAPTER 沟通实施 沟通管理 沟通实施按沟通计划实施信息发布和收集信息反馈 表8 2 1 1项目沟通实施的主要工作 沟通实施的方法和工具 1 项目管理信息系统2 面访 Interviw见附录A3 讲演 presentation见附录B4 沟通环境 JPP 联合项目计划 图8 2 3 1系统开发项目信息系统Intranet模型 沟通环境 JPP 联合项目计划 图8 2 3 2JPP 联合项目计划模型 8 3 CHAPTER 沟通控制 沟通管理 沟通控制分析沟通效果和信息反馈 调整沟通计划 表8 3 1 1项目沟通控制的主要工作 CHAPTER Interviews面访 Interviews Interviews访问 mostimportantandused collectinformationfromindividualsthroughface to faceinteraction Youmustpossessgoodhumanrelationskillsfordealingeffectivelywithdifferenttypesofpeople Advantages tomotivatetheinterviewee andprobeformorefeedback toadaptdifferentquestionforeachindividual andobserveinterviewee sbodymovementsDisadvantages timeconsuming costly success highlydependentonhumanrelationskills TypesofInterviews Typesof Unstructuredinterviews interviewer hasonlyageneralgoalorsubjectinmind andcountson 指望 theintervieweetoprovideaframework frequentlygetsoffthetrack mustredirectthembackstructuredinterviews hasaspecificsetofquestionstoask open endedquestion以 开放式 结尾的问题 allowtorespondinanyway closed endedquestion以 关闭式 结尾的问题 restrictanswerstoeitherspecificchoicesorshortanddirectresponses ProceduretoConductanInterview Howtoconductaninterview 1 SelectInterviewees organizationalchartwillbehelpfulshouldinterviewtheend users ProceduretoConductanInterview 2 PreparefortheInterviewTolearntheintervieweeasmuchaspossibleinadvanceTomakeanappointmentwiththem andnotifythesubjectGettheirsupervisor spermissionThehigherlevel thelesstime usually0 5 1hour Becertain thelocationwillbeavailableMostquestionsbeginwith5W1H Who What When Where Why andHow which ProceduretoConductanInterview Interviewquestionguidelines useclearlanguage avoidlongorcomplexquestions don tincludeyouropinionthepurposeoftheinterviewistoinvestigate nottoevaluate don tuse you 你 whenmeaningofagroupofpeople ProceduretoConductanInterview 3 ConducttheInterview threephases 1 Interviewopening motivatetheinterviewee establishmutualtrustandrespect tellthepurposeandlengthofinterview explainhowtheinformationgatheredwillbeused2 Interviewbody listenandobservecarefully takenotes keeptheinterviewontrackalltheway3 Interviewconclusion expressappreciationandanswerquestions ProceduretoConductanInterview 4 FollowupontheInterview sendtheintervieweeamemosummarized remindtheintervieweeoftheircontributions allowthemtoclarifyanymisinterpretation CHAPTER Presentations讲演 项目的沟通管理 沟通的技巧 展示 presentations Presentationsusedtosellnewideasandgainapprovalfornewsystems Cannotimprovise 即席演讲 andexpectacceptance Oftenfollowedbyawrittenreport Preparingforpresentation particularlyimportanttoknowyouraudience defineyourexpectations mustbeaneffectivesalesperson usevisualaidstoexpressmoreclearly considerdistributingcopiesatthestart wellpreparedis80 complete presentations ConductingthepresentationdressprofessionallyMaintaineyecontactwithyouraudiencesKeepingyouraudienceslisteningStoptalking usingpauseforattentionAskaquestion letaudienceinvolvedTryalittlebithumorandChangeyourvoicelevelUsesomeprops 道具 anddosomethingunexpected presentations Toallot 分配 摊派 timeforquestionsfromaudiences alwaysansweraquestionseriously evenifyouthinkitisasillyone behonest Ifyoudon tknowtheanswertoaquestion admitit limittheamountoftimeyouspendansweringanyonequestion answerboththeonewhoaskedthequestionandtheentireaudience TypicalOutlineandTimeAllocationforanOralPresentation I Introduction one sixthoftotaltimeavailable A ProblemstatementB WorkcompletedtodateII Partofthepresentation two thirdsoftotaltimeavailable A SummaryofexistingproblemsandlimitationsB SummarydescriptionoftheproposedsystemC FeasibilityanalysisD ProposedscheduletocompleteprojectIII Questionsandconcernsfromtheaudience timehereisnottobeincludedinthetimeallottedforpresentationandconclusion itisdeterminedbythoseaskingthequestionsandvoicingtheirconcerns IV Conclusion one sixthoftotaltimeavailable A Summaryofproposal Interviewandlisten Listening themostimportantskill tohearistorecognizethatsomeoneisspeaking tolistenistounderstandwhatthespeakerwantstocommunicate withapositiveattitude attitudemakeseverything startbytalkingaboutinterestsorhobbies maintaineyecontactandrespondbyposture headnod askquestion showthatyouarelistening andtakenotes don tassumeanything bepatientExample Childandparachute 降落伞 Interviewandbodylanguages Bodylanguages 7 only communicatedbywords38 bythetoneofvoiceused55 byfacialandbodyexpressionsThreeaspects facialdisclosure 流露 someonegoodatcontrolling eyecontact eyesare thewindowtothesoul bodyposture holdsawealthofinformation SpatialZones 空间与距离 Intimate 亲密的 zone closerthan1 5feet 1 5X30 48 45 72cm about0 5m Personalzone from1 5feetto4feet 0 5m 1 2m Socialzone from4feetto12feet 1 2m 3 6m a respect distancePubliczone beyond12feet 3 6m JointRequirementsPlanning JRP联合需求计划 JointRequirementsPlanningisaprocesswhereby