1、8C H A P T E R溝通管理對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)信息學(xué)院 徐嘉震XProject Scope Management項(xiàng)目范圍管理Project Quality Management項(xiàng)目質(zhì)量管理Project RiskManagement項(xiàng)目風(fēng)險(xiǎn)管理Project Time Management項(xiàng)目時(shí)間管理Project Human ResourceManagement項(xiàng)目人力資源管理Project ProcurementManagement項(xiàng)目采購(gòu)管理Project Cost Management項(xiàng)目成本管理Project CommunicationsManagement項(xiàng)目溝通管理Proj

2、ect Integration Management項(xiàng)目整體管理項(xiàng)目管理知識(shí)體系結(jié)構(gòu)/PMBOK本次課主要知識(shí)點(diǎn)提示Objectives本章知識(shí)點(diǎn)：1、溝通規(guī)劃（communication planning）2、溝通實(shí)施（communication implementation）3、溝通控制（communication control）4、面訪（interview)5、講演（presentation)項(xiàng)目溝通管理溝通管理，是項(xiàng)目管理過(guò)程，包括溝通規(guī)劃、溝通實(shí)施、溝通控制等活動(dòng)。本節(jié)課主要參考模型表8-1溝通管理知識(shí)結(jié)構(gòu) 溝通需求溝通計(jì)劃溝通信息反饋依據(jù) / 輸入干系人分析項(xiàng)目管理信息系統(tǒng)溝通技

3、巧處理方法/ 工具溝通計(jì)劃溝通文件改善溝通效果結(jié)果 / 輸出1.溝通規(guī)劃2.溝通實(shí)施3.溝通控制活動(dòng)過(guò)程8.1C H A P T E R溝通規(guī)劃溝通管理溝通規(guī)劃 分析干系人對(duì)項(xiàng)目信息的需求，有針對(duì)性地確定溝通對(duì)象、溝通時(shí)間、溝通內(nèi)容、溝通方式等預(yù)案。表8-1-1-1項(xiàng)目溝通規(guī)劃的主要工作 1.溝通需求2.溝通方式3.約束條件依據(jù) / 輸入1.干系人分析2.溝通模型處理方法 / 工具1.溝通計(jì)劃結(jié)果 / 輸出溝通方式,P116 （11）網(wǎng)絡(luò)溝通 （1）正式溝通（2）非正式溝通（3）上行溝通（4）下行溝通 （5）平行交叉溝通（6）單向溝通（7）雙向溝通（8）書(shū)面溝通（9）口頭溝通（10）體語(yǔ)溝通

4、溝通計(jì)劃的方法和工具 表8-1-3-1干系人信息需求分析表 序號(hào)干系人時(shí)間地點(diǎn)方式內(nèi)容說(shuō)明項(xiàng)目干系人 圖8-1-3-1項(xiàng)目干系人 溝通過(guò)程的一般模型如圖 圖8-1-3-2溝通過(guò)程的一般模型 8.2C H A P T E R溝通實(shí)施溝通管理溝通實(shí)施按溝通計(jì)劃實(shí)施信息發(fā)布和收集信息反饋。 表8-2-1-1項(xiàng)目溝通實(shí)施的主要工作 1.溝通計(jì)劃2.項(xiàng)目進(jìn)展依據(jù) / 輸入1.項(xiàng)目管理信息系統(tǒng)2.面訪3講演4聯(lián)合項(xiàng)目計(jì)劃處理方法 / 工具1.溝通文件2溝通信息反饋結(jié)果 / 輸出溝通實(shí)施的方法和工具 1、項(xiàng)目管理信息系統(tǒng) 2、面訪/Interviw 見(jiàn)附錄A3、講演/presentation 見(jiàn)附錄B4、溝

5、通環(huán)境（JPP/聯(lián)合項(xiàng)目計(jì)劃） 圖8-2-3-1系統(tǒng)開(kāi)發(fā)項(xiàng)目信息系統(tǒng)Intranet模型 溝通環(huán)境（JPP/聯(lián)合項(xiàng)目計(jì)劃） 圖8-2-3-2 JPP/聯(lián)合項(xiàng)目計(jì)劃模型 8.3C H A P T E R溝通控制溝通管理溝通控制 分析溝通效果和信息反饋，調(diào)整溝通計(jì)劃。 表8-3-1-1項(xiàng)目溝通控制的主要工作 1.溝通信息反饋依據(jù) / 輸入1.溝通技巧2.溝通障礙分析處理方法 / 工具1溝通效果改善結(jié)果 / 輸出C H A P T E RInterviews面訪InterviewsInterviews 訪問(wèn) (most important and used) collect information

6、from individuals through face-to-face interaction. You must possess good human relation skills for dealing effectively with different types of people.Advantages-to motivate the interviewee, and probe for more feedback-to adapt different question for each individual, and observe interviewees body mov

7、ementsDisadvantages-time consuming,costly -success, highly dependent on human relation skillsTypes of InterviewsTypes of :Unstructured interviews-interviewer, has only a general goal or subject in mind ,and counts on （指望） the interviewee to provide a framework-frequently gets off the track, must red

8、irect them backstructured interviews-has a specific set of questions to ask-open-ended question 以“開(kāi)放式”結(jié)尾的問(wèn)題, allow to respond in any way-closed-ended question 以“關(guān)閉式”結(jié)尾的問(wèn)題, restrict answers to either specific choices or short and direct responsesProcedure to Conduct an InterviewHow to conduct an inte

9、rview(1) Select Interviewees- organizational chart will be helpfulshould interview the end-usersProcedure to Conduct an Interview(2) Prepare for the InterviewTo learn the interviewee as much as possible in advanceTo make an appointment with them, and notify the subjectGet their supervisors permissio

10、nThe higher level, the less time ( usually 0.5-1 hour)Be certain,the location will be available Most questions begin with 5W1H ( Who, What, When, Where, Why, and How, which )Procedure to Conduct an InterviewInterview question guidelines-use clear language-avoid long or complex questions-dont include

11、 your opinion the purpose of the interview is to investigate, not to evaluate-dont use “you” （你）, when meaning of a group of peopleProcedure to Conduct an Interview(3) Conduct the Interview (three phases)1) Interview opening-motivate the interviewee-establish mutual trust and respect-tell the purpos

12、e and length of interview-explain how the information gathered will be used2) Interview body-listen and observe carefully, take notes-keep the interview on track all the way3) Interview conclusion-express appreciation and answer questionsProcedure to Conduct an Interview(4) Follow up on the Intervie

13、w-send the interviewee a memo summarized-remind the interviewee of their contributions-allow them to clarify any misinterpretationC H A P T E RPresentations講演項(xiàng)目的溝通管理，溝通的技巧，展示/ presentationsPresentationsused to sell new ideas and gain approval for new systems. Can not improvise （即席演講）and expect accep

14、tance.Often followed by a written report.Preparing for presentation-particularly important to know your audience-define your expectations-must be an effective salesperson-use visual aids to express more clearly-consider distributing copies at the start-well prepared is 80% complete presentationsCond

15、ucting the presentationdress professionallyMaintain eye contact with your audiencesKeeping your audiences listeningStop talking, using pause for attentionAsk a question, let audience involvedTry a little bit humor and Change your voice levelUse some props（道具）, and do something unexpectedpresentation

16、sTo allot （分配、攤派）time for questions from audiences-always answer a question seriously,even if you think it is a silly one-be honest. If you dont know the answer to a question, admit it.-limit the amount of time you spend answering any one question-answer both the one who asked the question and the e

17、ntire audienceTypical Outline and Time Allocation for an Oral PresentationI. Introduction (one-sixth of total time available)A. Problem statementB. Work completed to dateII. Part of the presentation (two-thirds of total time available)A. Summary of existing problems and limitationsB. Summary descrip

18、tion of the proposed systemC. Feasibility analysisD. Proposed schedule to complete projectIII. Questions and concerns from the audience (time here is not to be included in the time allotted for presentation and conclusion; it is determined by those asking the questions and voicing their concerns)IV.

19、 Conclusion (one-sixth of total time available)A. Summary of proposalInterview and listenListening: ( the most important skill) to hear is to recognize that someone is speaking, to listen is to understand what the speaker wants to communicate-with a positive attitude ( attitude makes everything)-sta

20、rt by talking about interests or hobbies-maintain eye contact and respond by posture (head nod)-ask question, show that you are listening, and take notes-dont assume anything, be patientExample. Child and parachute （降落傘）Interview and body languagesBody languages:7% only, communicated by words38% by

21、the tone of voice used55% by facial and body expressionsThree aspects:-facial disclosure （流露），someone good at controlling-eye contact, eyes are “the window to the soul”-body posture, holds a wealth of informationSpatial Zones空間與距離：Intimate （親密的）zonecloser than 1.5 feet ( 1.5 X 30.48=45.72cm， about 0.5m)Personal zonefrom 1.5 feet to 4 feet (0.5m - 1.2m)Social zonefrom 4 feet to 12 feet (1.2m - 3.6m) a “respect” dis