Effective Communication Process And Human Resource Management For Project Success

Stakeholder Classification

Communication is the activity of sharing information between two or more individuals. However, the communication between people will be considered effective only when receiver intend the message in a manner as being conveyed by the sender.  In this regard, some standard steps identified for an effective communication process.

• Sender: The process begins by the sender which could be any person who wants to convey some information to the concerned personnel. Here, the sender should ensure that the message which he/she wants to convey should be clear.
• Message: In this phase, sender makes the selection of suitable channel with the help of which it can send the message to the receiver. The channel could be speaking, writing and video etc.
• Receiver: Finally, in this step receiver receives the message from sender.
• Feedback: It is the last stage of communication process and a very important one. This is because, the whole communication process will be consider as ineffective if receiver will not understand the message as being send by the sender. Thus, it can be said that for any activity communication plays very significant role.

As per the given case scenario, the stakeholders are classified in following manner:

• Police commissioner – This stakeholder should be placed in manage closely quadrant. It is due to the fact that commissioner is being considered as the customer for the tendering company. So it is the responsibility of project manager that he should make all necessary efforts to keep him satisfied. This is because if it is not done then there are many chances of loosing tender from the concerned authority.
• Compliance manager and subject matter expert: These people should be placed under keep satisfied phase. This is because, they are the individuals with the help of which project manager could get all type of suggestions in relation to his work. Furthermore, they can also assist him in terms of completing the project within the given specified time limit in an effective way.
• The National Skills Council (NSC)and the Industry Skills Council (ISC)- These are the agencies which give suggestions about the skills requires to perform particular work. Here, in this case with the help of these departments project manager could get idea about the skills needed among customer service officer of police force. Thus, accordingly he can plan his training module. Hence, they should be put under keep informed quadrant.
• Contract Management Branch (2IC- Director)- They should also be manage closely as because of them only project manager will be able to carry out his work effectively and efficiently.
• (HR Manager)- The main work of this person will be to make sure that all HR management activity should be carriedout smoothly. Since, it does not put direct impact on project manager work so it should be placed in minimum effort quadrant.

As per my opinion NSC and ISC will be considered as least cooperative because they are not directly involved in the project. As well as, they will not be impacted with the success as well as failure of the project. Furthermore, the busy schedule of these agencies can be considered as one of the issue which will make them least cooperative.

These are some points which should be conveyed to the project team in first meeting:

• Information about the team: At first project manager will give information about the team who are working on the specific project. This will help in developing an effective team environment which will ultimately lead to the success of project.
• Information about budget, time and project procedure: Team should also be aware about the budget set for the particular project. This will help team in the process of completing their work within budget. The information regarding project time as well as way of completing project will also be provided. By conveying all these information efforts of the project team will be directed in correct path. This will result in project success.
• Information about task segregation: For any manager it is very essential that it should segregate the roles as well as responsibilities of each of its individual. Herein, project manager should clarify the role which is being played by compliance manager, trainer and other people. This effort will also assist in a positive way.

Following are the steps which need to be followed for the successful human resource management of above customer service officer training project.

• Assessing the organisational objective: The process begin with the assessment of organisational objective. As per the given case, the main objective of project manager is to prepare an effective training module for customer service officer of local police. This objective need to be communicated by him to its team mates.
• Inventory of present HR: For the respective project, manager has taken people from number of departments such as trainer, compliance manager and people from NSC etc. Thus, in this phase project manager should have to take decision about the total number of people required to do the specific task.
• Forecasting demand and supply as well as managing gap: In this step, project manager will have to forecast about type of skilled people needed to complete the project. For example, in order to give training for customer service officer project manager will require team mate who is good in customer relation skill. If team will not possess such type of trainer then the success of taken tender will not be ensured.  
• Formulating HR action plan: Finally, in the last phase action will be taken in terms of inculcating all type of people in project team which would help in finishing the training module in an effective way.

 From the given scenario, it is examined that failure to listen is being regarded as one of the major issue which is creating problem within team. Herein, it is assessed that pedantic and inflexible nature of compliance officer is creating major problem. Furthermore, Bill has an attitude problem because of his experience and thus it is developing communication issue.  However, both the given issues can be resolved through conducting meeting. In this meeting, viewpoints of both concerned person must be taken into consideration. Moreover, it is the responsibility of project manager that he should explain them the benefit of working as a team.

In order develop a positive team environment I would organise team meeting on regular basis. With the help of this, I can be able to track the performance of my team mates as well as I can also get information about the problems which is happening between my team mates. Furthermore, I will also make an arrangement of team outings. This measure will help in developing an effective relationship between my team mates as this will provide them an opportunity to know about each other nature effectively. Thereby, it will improve communication also.

Following are the steps identified which can be used to monitor both individual as well as team performance.

• Setting the goal: In this step project manager should set some standard for all its team members. For example, preparing a training module that help in developing all necessary skills among customer service officer can be the standard for the trainer of team.
• Specifying the time for measuring the actual result with standard: Here, project manager should analyse the performance of its team member on weekly basis.  
• Resolving any loopholes: If while comparing the result project manager identifies any loophole then in this phase it can take all necessary actions in the form of training and guidance etc. Thus, it will lead to the improvement of individual and team.  

Respected Sir,

As you know there are some communication problem happening between my team mates which is impacting our work also. Hence, in this regard I have taken one decision which would assist in resolving the respective issue in an effective way. I have taken decision that I will arrange team outings for my team mates as this will not only improve relationship between my members. It will also assist in developing positive work environment also. However for monitoring purpose I will make use of PIMS system. This will help in keeping me on track. Thereby, the project can be accomplished by us within the given specified time frame.

Regards

Sam

Project Manager.

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