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organization. This question states you work for the PMO and the finance

department is uncooperative, meaning you have two departments involved in the
difference.

11. C. A stakeholder change is an example of a communication trigger.

12. B, E, F. The basic communication model is the sender-message-receiver model.

13. A. A face-to-face meeting with the employee is the best method of communicating
when you need to discuss sensitive information. If the employee refuses to change
their behavior, the next step might be meeting with the functional manager.

However, you should always try to resolve the problem first with just the employee.

14. E. Technological factors are factors that influence communication methods.

15. D. Informal communications include email, hallway conversations, and phone calls.
They are typically unplanned and casual in nature.

16. C. Virtual meetings can be attended by people from any geographic location. They
are not in-person meetings.

17. B. The first step is to tailor the communication method based on the content of the
message. There isn’t enough information in the question to determine the content

of the message, so we don’t know which method is best to use.

18. A, F. Complex information is best delivered in a written format and then explained
at an in-person meeting so the stakeholder can ask questions and you are able to
determine whether their body language indicates they understand.

19. B, D. These are all stakeholder communication requirements and should be
recorded in the communication plan.

20. A. The question describes factors that influence communication methods.

Chapter 9: Processing Change Requests and Procurement

Documents

1. D. The customer or a stakeholder may have requested the new features. If these are
required features that were omitted from the original scope statement, you need to
analyze the impact to the project and obtain approval for the change. If you just
make adjustments to the budget and schedule without any analysis, not only do you
risk being late and over-budget, but there may be impacts to other areas of the plan

or risks associated with this change. Removing the new features may add cost and
time to the schedule as well as create a potentially hostile relationship with the
customer. Unless this is a situation where the programmer has repeatedly changed
scope outside of the approval process, requesting a replacement resource is not an
appropriate response.

2. C. Corrective actions, defect repairs, and preventive actions are all types of change.

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