Course 6 – Capstone: Applying Project Management in The Real World QUIZ ANSWERS
Week 4: Effective Stakeholder Communication
Google Project Management: Professional Certificate
Coursera Answers & Study Guide
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Effective Stakeholder Communication INTRODUCTION
In the Coursera Google Project Management: Professional Certificate online course, you will gain valuable skills for effectively communicating and escalating project problems to stakeholders. Effective communication is essential for successful stakeholder management, as it helps build trust and ensures everyone involved understands the goals of a project. Additionally, you will learn how to communicate outcomes and impact through powerful reporting strategies.
You will also be prepared for job interviews in the field by reflecting on past projects, developing an “elevator pitch”, and anticipating common questions that may arise during an interview. Through this course, you can ensure your work stands out from the competition and your professional success.
Learning Objectives
- Effectively communicate problems and demonstrate their impact on an organization’s OKRs to stakeholders.
- Compare a project closeout report to a stakeholder impact report.
- Prepare for a job interview in the field by reflecting on past projects, developing a 60-second elevator pitch, and anticipating common questions.
ACTIVITY: COMPLETE THE PROJECT CLOSEOUT REPORT
1. Which of the following are good sources of information to help you assess the outcome of the tablet rollout project? Select all that apply.
- Guest comments overheard by a member of the waitstaff
- Feedback from the project retrospective review (CORRECT)
- Customer satisfaction survey data (CORRECT)
- Data reports generated by the tablet software (CORRECT)
Correct: This is a good source of information because it tells you about processes that can be used to plan future projects.
Correct: This is a good source of information because it tells you how customers reacted to the new tablets.
Correct: These are good sources of information because they tell you about tablet functionality and other metrics related to project goals.
2. According to the information in the closeout report template, the survey results, and Peta’s check-in e-mail, which three major areas improved as a result of the test launch?
- Decreasing table turn time, decreasing food waste, and improving vendor relationship management
- Simplifying tablet navigation, rebranding the menus, and installing more tablets
- Decreasing table turn time, simplifying tablet navigation, and decreasing food waste (CORRECT)
- Installing more tablets, decreasing expenses by $3000, and rebranding the menus
Correct: These areas all improved as a result of the tablet pilot.
3. Which of the following next steps are appropriate for the closeout report? Select all that apply.
- Plan to open additional Sauce & Spoon locations
- Plan to roll out tablets at other locations (CORRECT)
- Continue to survey and solicit feedback from guests (CORRECT)
- Continue to improve order accuracy (CORRECT)
Correct: Introducing tablets to other locations is a reasonable next step for the closeout report.
Correct: Continuing to collect feedback is a reasonable next step for the closeout report.
Correct: Continuing to improve order accuracy is a reasonable next step for the closeout report.
4. What goals did the team achieve by implementing feedback from the test launch project? Select all that apply.
- Reduce the cost of menu items by 5%
- Reduce daily guest count by 10%
- Reduce table turn time by 30 minutes (CORRECT)
- Reduce food waste by 25% (CORRECT)
Correct: The test launch did reduce table turn time by 30 minutes.
Correct: The test launch did reduce food waste by 25%.
GOOGLE PROJECT MANAGEMENT COURSERA ANSWERS AND STUDY GUIDE
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TEST YOUR KNOWLEDGE: IMPACT REPORT
1. Impact reports serve which two of the following purposes?
- Impact reports provide a why that guides the team while they work on the project.
- Impact reports are extremely detailed and include all of the various tasks completed in the project.
- Impact reports are designed to show others the value that the project added. (CORRECT)
- Impact reports are created for senior stakeholders or project sponsors who weren’t involved in the daily details of the project. (CORRECT)
Correct: Impact reports show others the project’s value and often take the form of a slideshow. Typically, the audience for an impact report includes senior stakeholders or project sponsors that were not involved in daily project operations.
Correct: Impact reports are created for senior stakeholders or project sponsors who weren’t involved in the day-to-day operations of the project. They are designed to show the value that the project added and often take the form of a slideshow.
2. What are the objectives of an executive summary? Select all that apply.
- To communicate the daily ins and outs of the project to other project managers
- To provide an overview of the main points of a larger report (CORRECT)
- To describe the project’s purpose and outcome (CORRECT)
- To share key takeaways with senior stakeholders who may not have time to review an entire report (CORRECT)
Correct: The executive summary provides an overview of the main points of a larger report. It also describes the project’s purpose and outcome and shares key takeaways with stakeholders.
Correct: The executive summary describes the project’s purpose and outcome. It also reviews the main points of the larger report and shares key takeaways with stakeholders.
Correct: The executive summary shares findings with stakeholders who may not have the time to review an entire report. It also describes the project’s purpose and outcome and reviews the report’s main points.
3. What topics are typically included in an impact report? Select all that apply.
- Activity descriptions
- Results (CORRECT)
- Executive summary (CORRECT)
- Next steps (CORRECT)
- What worked (CORRECT)
Correct: One of the critical pieces of the impact report is the results. The report should also include an executive summary, what worked, and next steps.
Correct: One of the critical pieces of the impact report is the executive summary. The report should also include project results, what worked, and next steps.
Correct: One of the critical pieces of the impact report is the next steps. The report should also include an executive summary, project results, and what worked.
Correct: One of the critical pieces of the impact report is what worked. The report should also include an executive summary, project results, and next steps.
4. What three elements are you likely to find in an executive summary of an impact report?
- Methodology and approach
- Key accomplishments (CORRECT)
- Lessons learned (CORRECT)
- Project vision (CORRECT)
Correct: Key accomplishments are a critical part of the executive summary. You will also include the project vision and lessons learned in this section of the report.
Correct: Lessons learned are a critical part of the executive summary. You will also include the project vision and key accomplishments in this section of the report.
Correct: The project vision is a critical part of the executive summary. You will also include key accomplishments and lessons learned in this section of the report.
5. What should you describe in the key accomplishments section of a project impact report?
- The activities, tasks, and milestones that helped you find success. (CORRECT)
- The time estimates for your main project tasks.
- The potential improvements you may apply in the future.
- The questions that you included in your user surveys.
Correct: The key accomplishments section should include what the project accomplished, including activities, tasks, and milestones. You can also include financial highlights, such as net revenue.
6. What should your first step be when potential problems arise?
- Synthesize information from multiple sources to form a coherent summary of the issue. (CORRECT)
- Communicate the issue to your manager.
- Share the details of the issue with your team.
- Escalate the issue to senior stakeholders.
Correct: Synthesize information from multiple sources to form a coherent summary that clearly communicates the issue in a succinct way.
7. When writing an email to get a decision from senior stakeholders, what should you include in the body? Select all that apply.
- A lengthy explanation of how this problem affects the project
- The decision you need from the stakeholder (CORRECT)
- An explanation of how this impacts the organization (CORRECT)
- A brief outline of the problem (CORRECT)
Correct: Your email should clearly state the decision you need from your stakeholder in order to proceed.
Correct: Your email should explain how this problem impacts the entire organization.
Correct: Your email should briefly outline the problem for your stakeholder.
8. What does an effective closeout report do? Select all that apply.
- Serves as a reminder of any loose ends that still need to be tied up
- Finalizes the efforts of the team and lets people move on to new projects and tasks (CORRECT)
- Helps ensure everyone is satisfied with the work that was done (CORRECT)
- Increases the impact of the team’s work through communication with others who may not have been as involved (CORRECT)
Correct: An effective closeout report finalizes the efforts of the team and allows everyone to move on to new projects.
Correct: An effective closeout report ensures everyone is happy with the work that was done.
Correct: An effective closeout report increases the impact of the team’s work, as it communicates the project outcomes with others who may not have been as involved.
9. Which of the following topics in the executive summary specify the purpose of the report? Select all that apply.
- Project charter
- Project vision (CORRECT)
- Lessons learned (CORRECT)
- Key accomplishments (CORRECT)
Correct: In project vision, you specify the purpose of the report and address the need your project fulfills. Other topics for the executive summary include key accomplishments and lessons learned.
Correct: In lessons learned, you review potential improvements. This includes how you can change future processes for the better. Other topics for the executive summary include project vision and key accomplishments
Correct: In key accomplishments, you discuss which activities, tasks, and milestones helped you to find success. This topic includes the main highlights of the impact report. Other topics for the executive summary include project vision and lessons learned.
10. As a project manager, you‘re going to meet with a stakeholder to discuss potential project tasks. What are two best practices to prepare for the meeting?
- Outline clear questions that still need answers. (CORRECT)
- Gather as much task information as possible before the meeting. (CORRECT)
11. As a project manager working on a new project, you need to identify potential tasks for the team. For this project, you plan to get input from the team’s leadership about tasks. Which type of interaction would be best to identify tasks?
- Meeting with key stakeholders (CORRECT)
12. You encounter a problem that requires changes to the project plan your stakeholders agreed upon. Which of the following is the best choice for how to address the problem?
- Pause operations until your stakeholders address the problem.
- Present the problem succinctly to your stakeholders and offer a solution. (CORRECT)
- Challenge your team members to do better and reward improved performance.
- Present all the relevant project documents and send an email to your stakeholders.
13. As a project manager, you need to synthesize information about a problem to stakeholders. What should you do first in your synthesizing process?
- Gather information from multiple sources. (CORRECT)
- Reread the project plan.
- Reread documents from previous projects.
- Make a list of steps to complete.
14. OKRs combine a goal and a metric. What does this combination determine?
- A measurable outcome (CORRECT)
- A key result
- A reference point
- A business model
15. You have synthesized the information around a problem you encountered in your project. You are now ready to communicate the problem to your stakeholders. Which of the following best describes how OKRs can help persuade your stakeholder to take the problem seriously?
- You can present how your proposed solution addresses key results of a company OKR. (CORRECT)
- You can suggest a new OKR that your stakeholder may present to their company’s CEO.
- You can present how the problem reveals weaknesses in the company’s OKRs.
- You can present how the original project goals fail to align with the company’s OKRs.
16. As a project manager, what should you consider before writing an email to a stakeholder to communicate an issue? Select all that apply.
- How the project will affect you and the stakeholders
- What is most important to the project team
- How the problem will affect the company as a whole (CORRECT)
- What is most important to a stakeholder (CORRECT)
17. You are writing the closeout report for a project you are managing. You begin by adding the objectives of the project. Which part of your closeout report is the best place to document this information?
- Methodology section
- Key accomplishments section
- Project summary (CORRECT)
- Performance baseline section
18. When composing a project impact report, which of the following elements should you include in the executive summary section? Select all that apply.
- Process details
- Lessons learned (CORRECT)
- Key accomplishments (CORRECT)
- Project vision (CORRECT)
19. What is the difference between a closeout report and an impact report?
- A closeout report is written for the project manager to document the steps of the project. An impact report is written for stakeholders to have documentation of the steps in the project.
- A closeout report demonstrates to the project manager if the team followed the proposed budget. An impact report demonstrates how much it cost overall to finish the project.
- A closeout report demonstrates to the project manager that the project timeline has ended. An impact report demonstrates to the stakeholders that the project manager has followed the timeline.
- A closeout report is written for future stakeholders to describe the details of the project. An impact report is written for senior stakeholders to get an overview of the project in its closing. (CORRECT)
20. As a project manager, you encounter a problem that will affect the project delivery date. You need to raise the issue to project stakeholders. How should you best communicate the problem to stakeholders?
- Add stakeholders to an ongoing email chain to provide them with context for the problem.
- Email stakeholders outlining the problem in detail and ask how they would like to proceed.
- Provide stakeholders with a short summary and proposed solution to the problem. (CORRECT)
- Send stakeholders a link to the project plan with the problem highlighted.
21. As a project manager, you encounter a problem that you need to send to your stakeholders. You synthesize the information for the stakeholders. What should your synthesis be?
- An email to important stakeholders with a link to a new project plan.
- A list of proposed solutions for your stakeholders to choose from.
- A collection of emails, presentations, and meeting notes that document the problem. (CORRECT)
- A one to two sentence overview of the problem and your proposed solution.
22. What are the two parts of an OKR?
- A task and a milestone
- A goal and a metric (CORRECT)
- A problem and a solution
- A tasklist and a schedule
23. Which of the following are recommended subject lines if you need a stakeholder to read and respond to your email quickly? Select all that apply.
- Respond ASAP
- Read now
- Decision needed (CORRECT)
- Please review (CORRECT)
24. What is the purpose of creating an impact report?
- To show future project managers how to do a similar project
- To show others that you completed the project
- To show others the value that has been added to your project (CORRECT)
- To show future project managers how to plan a project
25. Which of the following items should be included in the body of an effective email to escalate a problem? Select all that apply.
- A brief paragraph that identifies documentation that your stakeholder might need to review to make an informed decision.
- A complete list of team members and other project participants who are directly affected by the problem.
- A sentence that identifies how the problem may impact your organization’s OKRs. (CORRECT)
- One or two sentences that summarize your problem. (CORRECT)
26. You are writing the closeout report for a project you are managing. You observe that your project plan called for an $80,000 budget, but actual costs totaled $87,500. You note how the majority of extra costs were due to unexpected increases in the price of materials. Which part of your closeout report is the best place to document this information?
- The project documentation archive
- The lessons learned section
- The performance baseline section (CORRECT)
- The outcomes section
27. When creating an executive summary, what questions should the summary answer? Select all that apply.
- What problems did we encounter during this project?
- Would we want to do another project like this in the future?
- How effectively was the project delivered? (CORRECT)
- What did we learn from this project? (CORRECT)
28. When escalating a problem to stakeholders, you reference that it might impact a company-wide OKR. Why would you make this reference?
- It pushes the stakeholder to come up with their own solution.
- It makes it clear to the stakeholder that it is an important issue for them to address. (CORRECT)
- It establishes that your project is the most important one in the company.
- It distracts stakeholders from the actual problem.
29. OKRs are a tool used for what?
- A brief plan for the project
- A summary of the project
- Organization-wide goal setting (CORRECT)
- Project management workflows
30. You communicate a project problem to a key stakeholder. What question should you ask yourself to ensure the information you provide is necessary?
- Does this information give all the details of the problem to the stakeholder?
- Does this information link to important project documentation?
- Does this information provide the stakeholder extra context about the problem and project?
- Does this information help the stakeholder make a decision easily? (CORRECT)
31. Stakeholders are often focused on other work beyond your project. What is one way to establish the significance of a problem in your project to stakeholders?
- Exaggerate the impact the problem will have on the company’s profits.
- Explain how the problem will impact team morale.
- Explain how the problem will negatively impact a company-wide OKR. (CORRECT)
- Exaggerate by using technical language when describing the problem to make it seem complex.
32. As a project manager, you notice there is a shipment delay from a supplier during a project. If shipments are delayed too long, the final project date will be postponed. When synthesizing this to the stakeholders, what are things you should include? Select all that apply.
- An email with the project plan highlighting the missed shipment dates.
- An estimate of when the shipment will arrive
- A summary of the shipment problem and its impact on the project. (CORRECT)
- A proposed solution of finding a backup supplier. (CORRECT)
Effective Stakeholder Communication CONCLUSION
Understanding how to communicate and escalate project problems is crucial for anyone in a Project Manager role. By enrolling in this course, you will learn effective reporting strategies that demonstrate your impact as a Project Manager to stakeholders.
You will also prepare for job interviews by reflecting on past projects, developing an elevator pitch, and anticipating common questions. Don’t miss out – join now in Coursera.org!
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