IT项目中的沟通管理与冲突解决.doc

IT项目中的沟通管理与冲突解决 摘 要 项目沟通管理是现代项目管理知识体系中的九大知识领域之一。项目沟通管理就是要保证项目信息及时、正确的提取、收集、传播、存储以及最终进行处置，保证项目组内部的信息畅通：项目组内部信息的沟通直接关系到项目组的目标、功能和组织结构，对于项目的成功有着重要的意义，在项目管理的进行过程中，经常用到的一种能力是沟通。沟通有很多种方式，包括一对一的沟通、一对多的沟通、多人之间的相互讨论，从沟通的载体而言，有口头、书面、肢体语言，包括面对面的、电话、通过网络、电视、广播等各种途径。这些沟通方式，无论多复杂，最终的目的是为了两个人之间的交流、交换信息、拓宽思路和统一认识，从而提高项目的实施效率。在项目管理中沟通是一个是个软指标，沟通所起的作用不好量化，而沟通对项目的影响往往也是隐形的。然而，沟通对项目的成功，尤其是IT项目的成功非常重要。在IT项目中，许多专家都认为：对于成功，威胁最大的就是沟通的失败。与IT项目成功的三个主要因素分别为：用户的积极参与，明确的需求表达，管理层的大力支持。而这三要素全部依赖于良好的沟通技巧，特别是非信息技术人员。 关键词： IT项目；沟通管理；冲突解决 Abstract Project communication management knowledge of modern project management in one of the nine knowledge areas. Project communication management is to ensure that project information in a timely manner, the correct extraction, collection, dissemination, storage and final disposal, to ensure smooth flow of information within the project team: communication of information within the project team is directly related to the project teams objectives, functions and organizational structure for the success of the project has an important significance in the course of project management, a capability is often used to communicate. There are many ways to communicate, including one to one communication, one to many communication, discussion between people from the communication carrier, there are oral, written, body language, including face to face, telephone, network, television, radio and other means. These means of communication, no matter how complex, the ultimate purpose is to exchange between two people, exchange information, ideas and broaden the common understanding, thereby enhancing the efficiency of project implementation. Communication in project management is a soft target, the role of good communication to quantify the impact of the communication of the project is often invisible. However, communication on the success of the project, especially IT project success is very important. In IT projects, many experts agree that: For success, the greatest thr