OPEN Module 3: Project Delivery and Close

Unit 9: Managing Project Teams

12 Topics | 10 Quizzes

9.1 Forming project teams

9.2 Developing project teams

9.3 Managing contracts

9.4 Making good decisions

9.5 Avoiding bad decisions

Learn more: Why we make bad decisions

9.7 Evaluating teams

9.8 Managing good performance

9.9 Managing under-performance

9.10 Special teams

Learn more: Leeeeeroy Jenkins!

Unit 10: Leading Successful Projects

14 Topics | 10 Quizzes

10.1 Leadership styles

Learn more: Lead like the great conductors

10.2 Emotional intelligence

10.3 Leveraging complaints

Learn more: Addressing employee complaints

10.4 Mediating conflict

10.5 Resolving conflict

Learn more: Your conflict style

10.6 Contractual disputes

10.7 Leading leaders

Learn more: Power-Distance

10.8 Leading self

10.9 The ethical project manager

10.10 A final word…

Unit 11: Managing Project Change

15 Topics | 15 Quizzes

11.1 Reporting status

11.2 Back to Gantt

11.3 Introduction to Earned Value Management (EVM)

11.4 PV / EV/ AC example

11.5 Cost and schedule variance

11.6 But wait, there’s more…

11.7 Performance indices

11.8 Earning value

11.9 Forecasting performance

11.10 Exception reporting

11.11 Exceptional reporting

11.12 Change management

11.13 Configuration management

11.14 Scope creep

11.15 Scope retreat

Unit 12: Closing Projects

17 Topics | 15 Quizzes

12.1 Successful completion

12.2 Unsuccessful completion

12.3 Closing contracts

12.4 Administrative close

12.5 Project reflection

12.6 Forensic project review

12.7 Conducting a review

12.8 Gathering data

12.9 Interview techniques

12.10 Root cause analysis

12.11 Defending your findings

12.12 Lessons actually learned

Learn more: Revisiting Challenger

12.13 A culture of project excellence

12.14 Continuing professional development

Learn more: The backwards brain

12.15 A final, final word…

10.3 Quiz

OPEN Module 3: Project Delivery and Close Unit 10: Leading Successful Projects 10.3 Leveraging complaints 10.3 Quiz

Time limit: 0

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Question 1 of 4
How should you respond if you think a complaint is trivial or vexatious?

Choose three (3) of the five (5) answer options
- Accept ownership of the complaint and the steps that follow
- Thank the person for making the complaint
- Insist they put the complaint in writing
- Promise you will resolve the complaint in their favour
- Withhold judgement until the complaint has been made in full
Correct

Incorrect
Question 2 of 4
When should people be expected to put their complaints in writing?
- Every time they make a complaint
- When they are willing to do so
- Complaints should never be recorded in writing
- When they are asked to do so
Correct

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Question 3 of 4

Place the following stages of an investigation in the correct order.

Drag and drop items into the correct categories

Stage 3
Stage 1
Stage 4
Stage 2

Analyse your findings

Review any relevant documents or media

Recommend a course of action

Interview relevant stakeholders

Correct

Incorrect

Question 4 of 4
Which of the following is not a principle of natural justice when managing complaints?
- Publicly disclosing all records of the complaint and its investigation
- Allowing the complainant and respondent to be accompanied or assisted by a third party if desired
- Ensuring a complainant or respondent is not victimized or discriminated against
- Specifying reasonable timelines for responses to each stage of the process
Correct

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