Communication & Stakeholder Relations Flashcards

A project manager needs to communicate a major scope change to a skeptical executive sponsor. Which approach is most effective?

Answer: Schedule a face-to-face meeting and lead with business impact first

For sensitive or complex messages to senior stakeholders, face-to-face communication leading with business impact is most persuasive and relationship-preserving.

Which communication model best describes the process where a sender encodes a message, transmits it through a channel, and the receiver decodes it?

Answer: Linear model

The linear (Shannon-Weaver) model describes one-way message transmission from sender to receiver through a channel.

A stakeholder repeatedly misunderstands project updates despite written reports being sent. What is the FIRST corrective action a project manager should take?

Answer: Assess whether the communication format matches the stakeholder's preferences

Diagnosing the root cause—a mismatch between communication style and stakeholder preference—should precede any change in frequency or escalation.

In stakeholder management, a 'champion' is best defined as:

Answer: A stakeholder who actively promotes and supports the project

A champion is a stakeholder who advocates for the project, helping to gain broader organizational support.

Which technique is most appropriate for managing a large, geographically dispersed stakeholder group with varying information needs?

Answer: Develop a tiered communication plan segmenting stakeholders by role and need

A tiered communication plan allows targeted, relevant information delivery to different stakeholder segments without overwhelming any group.

Active listening is distinguished from passive listening primarily by:

Answer: Paraphrasing, asking clarifying questions, and providing verbal/nonverbal feedback

Active listening involves engaged behaviors—paraphrasing, questioning, and feedback—that confirm understanding and encourage the speaker.

When a project manager identifies a stakeholder as 'resistant' on a power-interest grid, the recommended engagement strategy is to:

Answer: Proactively engage them to understand concerns and move them toward support

Resistant stakeholders with significant influence require proactive, targeted engagement to surface concerns and shift their stance.