Information Processes and Technology HSC Notes

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Chapter 1: Project Management

Communication skills

Active listening: The listeners restate, reflect and summarise the speaker’s major ideas and feelings. Types of active listening:

• Mirroring: when the listener repeats back the speaker’s key words, when the listener repeats back the speaker’s key words,
• Paraphrasing: when the listener uses their own words to explain what they think the speaker has said.
• Summarising: to refocus and direct the speaker to elaborate on key points, or bring the conversation to an end.
• Clarifying: Listener asks questions to encourage the speaker to explain some points in greater detail.
• Motivational response: Encourages the speaker that the listeners are indeed listening and are interested in what the speaker is saying.

Conflict Resolution: Solves arguments and disputes by listening to the other person’s views and solving the problem in an effective way, using brainstorming techniques or contacting a third party.

Negotiation skills: Involves listening and discussing a problem between two or more parties to create a compromised agreement.

Interview Techniques: a prepared list of open ended questions is asked with a clear purpose to obtain information from the interviewee. The interviewer should ask more questions if he/she is unclear about anything the interviewee said. The Interviewer should always have control at where the conversation is heading.

Team building: Process of selecting a group of people with complimentary skills and behaviours to successfully work together and achieve a goal.

Documentation becomes important, so that new recruits and existing people understand what each tasks is, who completes the tasks, due dates of tasks, how much money is available for each task and what stage the system is at thus project management tools are used to create documentation about the system.