gerenciamento de comunicação

Como deve ser feito o gerenciamento da comunicação segundo o PMBOK?

Tempo de leitura: 6 min

O gerenciamento de comunicação é extremamente importante na fase preparatória e na condução de projetos. De acordo com o artigo Art of communication in project management, 90% do tempo gasto em projetos é consumido apenas com processos comunicacionais. O paper, de autoria de Sivasankari Rajkumar, foi publicado na prestigiosa revista da Project Management Institute (PMI), a maior autoridade internacional em gestão de projetos.

Estudos científicos apontam e a experiência confirma que, sem comunicação, não há ação. Dessa forma, antes mesmo de pensar em expandir um negócio, modificar um produto ou mesmo tocar uma obra, é necessário antecipar como as pessoas envolvidas vão interagir. 

Se esse é um conceito desconhecido para você ou se você tem interesse em saber mais, fica a sugestão para avançar na leitura deste artigo. Aqui você vai entender como planejar e executar uma estratégia de comunicação eficaz. Boa leitura!

A importância do gerenciamento de informações

Na maioria das empresas, é conhecido o poder destrutivo de um boato. Esse fenômeno é comum nas organizações nas quais a comunicação é pouco desenvolvida e se caracteriza pela disseminação de informação pouco credível.

Quando um boato se espalha, pode haver consequências imprevisíveis como pode não acontecer nada. Seja como for, existe sempre um risco. Uma informação que não se sabe de onde veio nem para onde vai é como uma bomba-relógio prestes a explodir.

Em projetos, gerir o fluxo de informação ajuda a evitar esse tipo de prática, além de otimizar o uso do ativo mais valioso de todos: o tempo. Como vimos logo no início deste post, é na comunicação que gestores e colaboradores gastam a maior parte das horas dedicadas às suas tarefas.

5 passos para um gerenciamento de comunicação eficaz segundo o PMBOK

O PMI define, em seu guia Project Management Body of Knowledge (PMBOK®), que em 2017 teve publicada sua 5ª edição, uma série de recomendações relacionadas ao gerenciamento de comunicação em projetos. No guia, a preparação e a execução de um projeto são estruturadas em 10 partes. A comunicação, por sua vez, é a 7ª etapa a ser cumprida, por meio de instruções sobre como planejar, gerenciar e controlar. 

Para cada um desses 3 componentes, devem ser mapeados os processos de comunicação por meio das suas entradas, ferramentas/técnicas e saídas. Veja abaixo um exemplo de processo dentro de um plano de comunicação.

  • Entrada → planejar o gerenciamento de comunicação.
  • Ferramenta/técnica → análise de requisitos das comunicações.
  • Saída → plano de gerenciamento das comunicações.

A partir dessa estrutura, deve-se envolver as pessoas que farão parte do projeto em uma série de ações coordenadas. Elas servem como garantia para que todos compreendam os objetivos em jogo, como eles serão atingidos e de que forma as expectativas serão administradas. Conheça-as nos próximos tópicos.

1. Identificar os stakeholders 

A comunicação entre os membros da equipe em projetos de menor porte não chega a ser tão difícil de estruturar. O que acontece quando um projeto envolve dezenas ou centenas de pessoas, muitas das quais não são conhecidas?

Considerando essa possibilidade, é fundamental identificar todas as pessoas interessadas direta ou indiretamente em um projeto, ou seja, seus stakeholders. Imagine que a sua empresa tenha um projeto de revitalização da sua cadeia de suprimentos, por exemplo. Nessa nova configuração, haverá investimentos no outsourcing de transporte.

Como você comunicará, por exemplo, o gerente de frotas da empresa a ser contratada caso haja algum roubo ou extravio de mercadorias? Que protocolo será seguido? Quais documentos deverão ser providenciados?

Tendo em vista as possibilidades envolvidas em um projeto, será necessário antecipar todas as pessoas que possam se envolver. Isso ajuda a evitar ruído na comunicação e a transmitir segurança no curso das atividades.

2. Planejar e gerir a comunicação 

Conhecidas as partes interessadas em um projeto, é certo que cada uma delas apresentará uma exigência maior ou menor por comunicação. Um supervisor, por exemplo, certamente vai demandar um contato mais frequente, enquanto um diretor talvez seja menos acionado.

Nessa etapa, podem ser identificados os canais de comunicação por prioridades, dependendo das funções atribuídas aos profissionais envolvidos. De acordo com a prioridade envolvida, a abordagem deverá ser adequada à mensagem e ao contexto. Isso significa que, para profissionais de alta prioridade, a comunicação será realizada em uma linha diferente, em comparação a um colaborador com menos poder de decisão.

Que fique claro que projetos não devem ser peças engessadas: cada um apresenta suas peculiaridades, e cabe à liderança decidir o que funciona e o que pode não ser útil.

3. Distribuir por competências

Nessa etapa, define-se quem deve ser informado do que ao longo da execução de um projeto. Assim, para os cargos mais elevados, o tipo de informação a ser repassada será estratégico. Já os profissionais menos graduados receberão mais orientações no nível operacional.

Também é importante definir o tratamento adequado ao conteúdo que será transmitido, já que em alguns casos ele pode ser sigiloso. Quanto mais importante no nível da estratégia, mais cuidado se deve ter.

4. Controlar as expectativas

Um projeto, como toda atividade empresarial, está sujeito a imprevistos. Sendo assim, é normal que as pessoas envolvidas criem expectativas em situações que nem sempre estão sob controle. Dessa forma, o gerenciamento de comunicação deve estar preparado para dar respostas a essas expectativas, de preferência no momento em que elas se manifestarem.

5. Relatar o desempenho

Não se pode obter sucesso nos projetos sem medir resultados. Nesse sentido, é fundamental distribuir regularmente às partes interessadas previsões, medições do progresso e relatórios de andamento.

Conforme as orientações do Guia PMBOK®, a gestão das comunicações deve ser articulada com outras áreas. Por isso, os relatórios de desempenho devem ser elaborados comparando resultados de outros setores, a fim de confirmar se a comunicação está sendo efetiva.

Como se pode perceber, sem comunicação não há como um projeto avançar. Não custa reforçar que cada projeto tem demandas específicas, e o que funciona para um pode não funcionar para outro. Tome as informações deste material como uma referência, selecione o que pode ser mais facilmente aplicável e monte uma estratégia sob medida.

Neste artigo, você ficou por dentro das melhores práticas para tornar mais fluida a comunicação entre profissionais em projetos na sua empresa ou mesmo fora dela. Esperamos que ele seja útil nas suas rotinas e que gere resultados sólidos a partir do gerenciamento de comunicação nos seus negócios.

Quer aprender ainda mais e se tornar um especialista? Conheça o MBA em Gerenciamento de Projetos da UCL!

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