Course Objectives

•	    Understand how poor communication can hurt your business 

•	    Be familiar with common communication breakdowns and challenges

•	    Know the basics of effective communication

•	    Recognize project-specific communication problems and solutions

•	    Know how to respond if there’s a problem. 

Lesson 1
Risk Drivers: Classification of Causes

Top Non-technical Risk Drivers

Communications - Risk Driver 2.0

Let's take a closer look at this Communications Risk Driver.

Hierarchy of Communication

Communication in the Workplace

250 - The number of communications we receive in an average day
14% of the work week/7 weeks a year - is wasted due to poor communications
The average worker spends 50% of his/her time communicating.
45% of time spent communicating is listening
9% of communication time represents writing
75% of communication is non-verbal
Poor communication accounts for a significant percentage of claims against architects and engineers

Lesson 2
Let's begin by going through an interactive sorting activity to learn about effective communication.

1.  What is Effective Communication?

Communication is effective when the receiver understands the message - just as the sender intended it.
Drag and drop each of the following communication definition cards to its designated box.  

Communication Guidelines

    1  Purpose
    2  Method of Delivery
    3  Uncovering Expectations
    4  Active Listening
    5  Use Plain English

So, how do we overcome the barriers to communication?  Play the video below and keep these points in mind: 

General Communication Guidelines :
1.  To help you communicate clearly, accurately, honestly and persuasively.
2.  The sharper your focus on the message, the greater its chances of success.  Be clear about the purpose of you communication.
3.  Choose the method that best supports purpose; Consider the receiver's point of view; Be an active listerner.
4.  Address Cross-cultural Barriers & Use Plan English.  Communication is informed by personal and cultural values, and cultural illiteracy can put business relationships at risk.
Purpose - The OPEN Acronym
1.  Improve your communication skills
2.  Discuss cost, barriers and solutions.
3.  Improved communication leads to more successful projects, happier clients and fewer claims.
4.  Reduce the disputes and claims that arise from poor communications.

Method of Delivery
E-mail - Best used for planning, documenting, specific details
Text - Best used for short communicaiton, non-complex, short answers.
Voice-mail - Besd used for short communication, more detailed, less than 2- minutes long.
Phone Call - Best used for longer communication, more topics, more nuanced.
Face-to-Face - Best used for challenging communication, nultiple people, consensus, resolving conflict.
Uncovering Expectations
Unstated and Stated Expectations
Requirements : Stated
			Explicit (verbally, writing)
 			Obective critera
			Specific
Expectations :   Unstated
			Personal
			Subjective
			Less specific
Uncover a person’s pain and define their priorities for a project or a resolution to their problem

Scope & Change Management

Typical Early Warning Signs