Deck 4: Understanding and Meeting Client Expectations

Question 1

On less complex projects, project reviews might be conducted in a full-day meeting.

Answer 1

False

Question 2

Project teams should avoid revisiting decisions.

Answer 2

False

Question 3

Normally the same management approach is applied during the different phases of a project.

Answer 3

False

Question 4

Often the client does not have the project management experience of the project manager or project team.

Question 5

Early in a project, decisions focus on solving problems.

Question 6

Successful celebrations communicate progress and confidence to project stakeholders.

Question 7

During the life of the project, the project manager will often have the opportunity to take advantage of the client.

Question 8

Including the client in project recovery planning enables the client to develop confidence that problems are being addressed.

Question 9

Milestones are evenly distributed over the length of the project.

Question 10

A project manager can discover less obvious client expectations from the project purpose statement.

Question 11

During the last phases on a project, project team members are often tired and beginning to anticipate the transition that will take place at the end of the project.

Question 12

Many project teams are reluctant to challenge earlier decisions.

Question 13

Project milestones provide the opportunity for the project manager to spread the end of project pressure over the life of the project.

Question 14

The greater the distance between the time of the event and the time the client knows about the events, the lesser the client's frustration and mistrust.

Question 15

Values are desirable principles or qualities.

Question 16

A milestone is an event that consumes time and resources.

Question 17

If the client believes the behavior of the project manager is unfair, then it is difficult to create a satisfied client.

Question 18

On smaller, less complex projects typically a large number of activities can be designated as milestones for the project.

Question 19

When decisions are viewed with a sense of finality, it increases the pace of the decision-making process.

Question 20

During a project celebration, what was accomplished and why it was important to the overall success of the project should be communicated to the team.

Question 21

The _____ translates the needs of the organization through chartering the project and defining the project scope to the _____.

A) project client; project team
B) project manager; project team
C) project manager; project client
D) project team; project client
E) project team; project manager

Question 22

The accomplishments of the team should be celebrated long after the milestone is achieved.

Question 23

The _____ the distance between the time of the event and the time the client knows about the events, the greater _____.

A) greater; the probability of achieving the project goals
B) greater; the likelihood of satisfying the client
C) lesser; the client's doubt in the project team's ability to do the task
D) lesser; the frustration of the client
E) greater; the client's frustration and mistrust

Question 24

Which of the following statements is

A) Decisions made in the conceptual phase of the project are more effective during the design phase.
B) With new information, it is sometimes important to change decisions made later in the project.
C) Many project teams are eager and willing to challenge earlier decisions.
D) Without a mechanism in place to revisit decisions, decisions may be seen with more finality.
E) The project environment is slow to change, and decisions are made as when the need arises.

Question 25

Which of the following statements is NOT

A) Project milestones represent significant events on the project.
B) A milestone is an event that consumes no time or resources.
C) Project managers use milestones to increase this intensity and focus to keep the project on schedule.
D) Milestones are used to prevent the delays of hard decisions to the end of the project.
E) Project milestones allow the project manager to prevent the end of project pressure from spreading over the life of the project.

Question 26

On projects with a low complexity level, the project manager and team leaders can make decisions:

A) during monthly staff meetings.
B) using well-documented decision-making procedures.
C) informally, with short meetings or phone calls.
D) on their own, without including the clients.
E) without recording the changes in project plans.

Question 27

Which of the following will increase the likelihood that the need to revisit decisions will be brought to the attention of the management team?

A) Appointing a project sponsor
B) Providing training to project team members on effective decision making
C) Having a culture and mechanism that makes it easy to surface issues and concerns
D) Selecting a project manager with good communication skills from outside the organization
E) Promoting decentralized decision-making among team members

Question 28

By educating the client about the project from the beginning, the project manager:

A) might frustrate the client by overloading them with too much information.
B) prepares the client for the changes that will occur during the life of the project.
C) can maximize the impact of the changes in the management approach on the project.
D) will be able to identify an optimum management approach suitable for all project phases.
E) can minimize the client's actual involvement in the work of the project team.

Question 29

A disadvantage of having clients actively participate on a project is:

A) that they do not have the project management experience of the project team.
B) that they might decrease their personal investment in the project.
C) that they rarely add value to team discussions and activities.
D) that they may have undue influence on project decisions.
E) that they may conduct full-day meetings for reviews of complex projects.

Question 30

_____ is characterized by impartiality and honesty that is free from self-interest, prejudice, or favoritism.

A) Authenticity
B) Ownership
C) Supportiveness
D) Reciprocity
E) Fairness

Question 31

Less obvious client expectations about a project can be discovered by:

A) asking the next question.
B) reviewing the project purpose statement.
C) checking the scope of work.
D) verifying the list of project deliverables.
E) going through the project contract.

Question 32

Which of the following statements is NOT

A) Develop procedures and processes that solely support the decision-making preference of the project team.
B) Develop processes and methods that encourage both client and team members to identify issues and concerns early.
C) Develop processes for dealing with issues and concerns effectively.
D) Define how and when decisions are made.
E) Involve the client in decisions that influence the outcome of the project.

Question 33

Which of the following statements is

A) Disagreements based on differences in values are relatively easy to resolve.
B) The potential for conflict is greater on large, complex projects.
C) Corporate values are rarely of any real significance.
D) Personal values impact projects more than organizational values.
E) Dealing with differences during the later phases of the project can reduce the potential for insolvable conflicts.

Question 34

The client may experience cognitive dissonance, if they have doubts about some of the project performance but still speak at the celebration and praise the team.

Question 35

The formality of methods used by the project to revisit a decision depends on:

A) the original decision making process.
B) the complexity profile of the project.
C) the cultural framework of the project team.
D) the willingness of the team to revisit the decision.
E) the current phase of the project.

Question 36

For project teams operating in diverse locations, _____ for recording and tracking action items can provide a location for capturing issues and concerns.

A) responsibility matrices
B) weekly staff meetings
C) action item registers
D) Internet-based tools
E) phone calls

Question 37

An) _____ is a table of people and types of problems that might require decisions.

A) flow chart
B) responsibility matrix
C) organizational chart
D) project logic diagram
E) work breakdown structure

Question 38

After the celebration of the successful milestone completion, a project manager will often:

A) continue to increase the intensity of the project to achieve the next milestone.
B) continue to follow the exact same project plan that helped the team achieve the milestone.
C) allow the team to reflect on finding new ways of approaching the project work.
D) select an upcoming key event and designate it as the next milestone.
E) stretch the goals of the project team, making them more tough and rigorous.

Question 39

The _____ refers to asking additional questions to reveal hidden expectations.

A) random question
B) gotcha question
C) next question
D) closed-ended question
E) off-the-cuff question

Question 40

On more complex projects, timely decisions can be made:

A) informally.
B) using action item registers.
C) with short meetings or phone calls.
D) on the spur of the moment.
E) without the client.

Question 41

List the basic principles for developing a successful project celebration.

Question 42

The _____ time elapsed between the accomplishments and the celebrations, the _____ the impact.

A) lesser; lesser
B) longer; greater
C) more; more
D) greater; greater
E) more; lesser

Question 43

The _____ question involves asking additional questions to reveal hidden expectations.

Question 44

Describe the importance of dealing fairly with the client.

Question 45

During a project celebration, appreciation should be expressed _____.

Question 46

On large, multiyear projects, _____ provides a good timing for the project.

A) annual milestones
B) half-yearly milestones
C) weekly milestones
D) quarterly milestones
E) monthly milestones

Question 47

During project celebrations, appreciation should be expressed:

A) specifically.
B) through a general statement.
C) as quickly as possible.
D) along with tangible rewards.
E) in a non-obvious fashion.

Question 48

What are the advantages of using project milestones?

Question 49

Describe the importance of establishing methods for revising major decisions.

Question 50

On _____ projects, the project manger may need to artificially create milestones.

A) smaller
B) more complex
C) multiyear
D) larger
E) longer

Question 51

_____ participation in project teams can have undue influence on decisions but this is offset by the insights they can offer when special knowledge is needed or schedules need to be changed.

Question 52

An) _____ is a table of people and types of problems that might require decisions.

Question 53

Describe what the client needs to know about changes in management style during different phases of a project.

Question 54

Project _____ represent significant events or critical dates on a project.

Question 55

Which of the following is a basic principle for developing a successful celebration?

A) Refrain from commenting about project accomplishments during the celebrations.
B) Avoid serving food and refreshments as they can detract from the purpose of the event.
C) Clients are rarely included in project celebrations.
D) The project leadership expressing personal appreciation reinforces the recognition of the work and effort to achieve project goals.
E) The accomplishments of the team should be celebrated a few months after the milestone is achieved.

Question 56

What are the advantages and disadvantages of including the client on project teams?

Question 57

Project celebrations should occur:

A) on the client's premises.
B) in the work area where the accomplishments were achieved.
C) in the office cafeteria.
D) outside the work area.
E) in a conference room.

Question 58

_____ refers to impartial and honest treatment that is free from self-interest, prejudice, or favoritism.

Question 59

If the client has doubts about some of the project performance but still speaks at the celebration and praises the team, the client may experience:

A) selective perception.
B) cognitive dissonance.
C) information distortion.
D) subjective validation.
E) conceptual conflict.