Communication & Stakeholder Management Flashcards

A stakeholder who was previously 'resistant' to the program has shifted to 'neutral.' According to the Stakeholder Engagement Assessment Matrix, what should the program manager do next?

Answer: Update the current engagement level and continue actions to move them toward 'supportive'

The SEAM tracks current vs. desired engagement levels; a shift toward neutral is progress but further actions are needed to reach the desired supportive state.

A program manager is preparing a monthly executive dashboard. Which information should be PRIORITIZED for senior leadership?

Answer: High-level summary of benefits realization, risks, and milestone progress

Executives need strategic-level information — benefits, key risks, and schedule milestones — not operational details managed by component teams.

Which scenario represents a 'push' communication method in program management?

Answer: Sending a scheduled email status update to a distribution list

Push communication sends information directly to recipients without requiring them to seek it out, such as email distributions.

A program manager is working in a cross-cultural environment. What is MOST important when designing the communications plan?

Answer: Accounting for language preferences, cultural norms, and time zone differences

Cross-cultural programs require communications plans that respect linguistic diversity, cultural sensitivities, and logistical challenges like time zones.

A conflict arises between two component project managers over shared resources. As program manager, what is your FIRST action?

Answer: Mediate a conversation between both managers to understand each project's need and timeline

Program managers should first facilitate dialogue to gather full context before arbitrating or escalating resource conflicts.

What does 'active listening' require a program manager to do during stakeholder meetings?

Answer: Focus fully on the speaker, confirm understanding, and respond to the underlying message

Active listening involves full attention, paraphrasing for confirmation, and responding to both the stated and implied content of a message.

Which artifact is BEST suited to document the agreed-upon roles and responsibilities for program communications?

Answer: Communications management plan

The communications management plan formally assigns who is responsible for creating, distributing, and storing each type of program communication.