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TSE017-HC Healthcare Project Communications

The "No Surprises" Approach

Course Description

It’s said that in real estate the three most important things are location, location, location.  In projects, the three most important things are communications, communications and communications.  It’s that simple.  Communications is THE most important element to successful project management!  In healthcare is could also have serious patient implications.

Have you ever been surprised while on a project?  Was it good?  This workshop teaches participants strategies and tactics needed to ensure successful communications and minimize surprises even if the team is virtual.  Every project stakeholder at every level, must understand how communications affect the project as a whole. 

The course is designed to prepare participants for effective on-the-job communications, while providing the added benefit of following the PMI® way.  If your team is following CMS, Centers for Medicare and Medicaid Services XLC or eXpediter, project templates will be included.

Anyone involved with PMI and the Project Management Professional – PMP or CAPM, Certified Associate in Project Management programs are awarded 8 PDUs or “Contact hours” and .8 CEUs.  These credits  are accepted as Continuing Education, CE Hours by HIMSS.   Other Healthcare certification agencies should also accept these units.

Upon completion of this workshop, each participant will be able to:
  • Understand the importance and value of PMI’s Communications Management Planning in the real-world Project Environment.
  • Understand the Project Manager’s responsibility to communicate with stakeholders in a clear and timely manner.
  • Communicate the Project Team needs to Management and Sponsors for successful project completion.
  • Understand and use the various Distribution Methods for Project Information, especially CMS templates.
  • Understand the special needs of Managing and communicating in Virtual Team.
  • Plan and Execute Effective Team Meetings and Conference Calls.
  • Deliver the proper Performance Data in an effective and timely manner.
  • Understand the Importance of “Lessons Learned” Documentation and Project Management Plan updates.

Instructional methods for this one-day module are lecture, discussion, exercises, simulations, role-plays and workshops.  Upon request, references to and inclusion of the PMI® PMBOK 5th Edition, CMS Project Communications Templates and in-house requirements are included and applied to real-world situations.  Session also has participant discussions and feedback of on going project situations.

Course Outline

  1. Introduction and Course Objectives
    1. The “Reality Check”
    2. Have you ever been surprised while on a project? (Was it good?)
    3. CMS Lifecycle eXpediter Requirements
    4. Communications Management Plan from CMS
  2. Communications Skills
    1. Communication Skills vs. Project Communications
    2. CMS Communications Vehicles
    3. The Communication Model
      1. Encode/Decode
      2. Sender/Receiver
      3. Message
      4. Medium
      5. Noise
    4. Email
      1. Subject Line
      2. CC and BCC
      3. Body of the Email
      4. Attachments
      5. Response
    5. Presentation Techniques
      1. Preparation
      2. Agenda
      3. Know Your Audience
      4. Design of Visual Aids
      5. Body Language
    6. Meeting Management Techniques
      1. Why Meetings Matter
      2. Five Principles of a Good Meeting
      3. I see you! / I don’t see you!
  3. Identify Stakeholders
    1. Project Charter
      1. Sponsors
      2. Customers
      3. Team Members
      4. Groups
      5. Departments
      6. Governance
      7. Other Affected Parties
    2. Procurement Documents
    3. Environment Factors
    4. Process Assets
    5. Stakeholder Analysis
      1. Identify All Possible Stakeholders
      2. Identify Potential Impact
      3. Assess Reaction
    6. Expert Judgment
    7. Stakeholder Register
  4. Plan Communications
    1. Developing Your Stakeholder Communications Strategy
      1. Sponsors
      2. Customers
      3. Support Groups/Vendors
      4. Team Members
    2. Communication Requirements Analysis
    3. Communications Technology
    4. Project Communications Plan
    5. The Communication Plan Attributes
  5. Distribute Information
    1. Project Management Plan
    2. Using CMS eXpediter
    3. Performance Reports
    4. Communication Methods
    5. Information Distribution Tools
    6. The Lessons Learned Process
      1. Identifying Successes and Failures
      2. Improving Future Performance
      3. Technical, Managerial and Process
    7. Lessons Learned Documentation
      1. Knowledge Base
      2. Knowledge Management System
      3. Updated Corporate Policies, Procedures and Processes
      4. Improved Business Skills
      5. Updates to the Risk Management Plan
    8. Benefits
  6. Managing Stakeholder Expectations
    1. Communication Methods
      1. Face to Face
      2. Meetings
      3. Telephone
      4. Video
      5. Web
      6. Email
      7. Texts/IMs – Really?
    2. Issue Logs
    3. Updates
      1. Lessons Learned
      2. Project Management Plan
  7. Report Performance
    1. Baseline Data
    2. Reporting Information
      1. Scope
      2. Schedule
      3. Cost
      4. Quality
    3. Work Performance Information
    4. Effective Meeting Minutes
    5. Status of Deliverables
    6. Performance Measurements
    7. Forecasted Completion
    8. Quality Control Measurements
    9. Approved Change Requests
    10. Status Review Meetings
    11. Time Reporting/Cost Reporting
    12. Earned Value Analysis
    13. Recommended Corrective Actions
  8. Conclusion and Critique
    1. Review Major Topics/Issues
    2. CMS as a Resource
    3. PMI® as a Resource
    4. Participants Critique Workshop



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