NNLSO Annual Meeting 2017, April 4, 2017 Session: Effective Communication in the Workplace Presented by Kess Knight, AACRAO Summary by GaeLynn Kuchar and Courtney Hennigan ______________________________________________________________________________

Introduction: We are more connected and accessible than ever, but we are also more distracted.

People feel more isolated than ever.

Objective of Session: Learn how to have more meaningful interactions.

Common Challenge: How do we get our message out when we feel like nobody is listening?

What is Organizational Communication: A process through which people construct, manage, and

interpret behaviors and symbols, both intentionally and unintentionally, through interaction, within

and across particular organizational contexts.

Evolution of Communication: Started in the mid-1970’s with Fax machines, 1989 World Wide Web,

AOL, camera phone, Skype, LinkedIn, Facebook, YouTube, Twitter, Dropbox, Pinterest, Snapchat, Etc.

Communication Channels

How you communicate is just as important as the message itself. Consider the audience, use various

channels.

Vertical and Horizontal Communication Processes are “The Sweet Spot” (slide – Communication

Process)

Misconceptions and Barriers

Lack of Trust (key element in relationship and in communication)

- Built over time and consistency, your actions are so important

Decentralized organizational structure (physical location)

Institutional Hierarchy (financial constraints)

- Communicate more effectively with fewer resources

Preferred method of communication (perceptual)

- What is the most effective way I can interact with people in the way they way to be

interacted with?

Information overload (overwhelmed with too many emails) can have a negative impact.

Why does any of this matter?

…Because effective communication reduces misunderstandings

…Because it creates a culture of communication (without fear or retaliation)

…Because it builds trust

…Because it improves relationships

What do people want?

Multiple types of communication

Real time

Accessible

To not be forgotten

Most people check business and check social and flip flop between the two. Communication is

different for everyone and each situation.

Know how staff likes to communicate and offer opportunities for feedback.

Current and incoming generations are constantly on devices. How do we get the message out?

Video? Personalized Email? Call a 1-on-1? Whatever the mode, people want to be heard.

Communication Strategies:

Consistency (Frequency, Voice/Tone, Brand)

Transparency “Organizational change moves at the speed of trust” (without transparency,

rumors and negativity will set-in). Let people know you are working on things instead of

waiting to respond until you have the final answer.

Clarity: accurate without ambiguity

Communication Strategy:

1. Develop a robust network—Create relationships.

You - College Department – College – University Department - University

2. Development Guidelines & Communication Plans

Ask yourself important questions and answer at least some of these

Objectives?

Goals?

Audience?

When should message be delivered?

How is message going to be delivered?

How will it be measured/evaluated? (is it effective? will people respond? Tracking

options? Follow-up call?)

3. Active Listening Techniques

Requires listener to concentrate, retain and remember what was said. A few tips:

Paraphrasing

Non-Verbal cues (nodding, eye contact)

Seeking clarification

Ask open-ended questions

Share a similar situation

4. Encourage Sharing and Feedback

Use a variety of tools. Help/Support/Advice/Guidance (need the trust factor)

Crisis Communication for Emergency Situations

Identify a crisis communication team

Establish notifications & monitoring systems

Develop holding statements

o “We will be supplying information as it become available”

o “Our crisis plan has been implemented. Please seek shelter immediately.”

Optimize Communication Tools

What’s working and what isn’t working?

Where does information live?

How do I gather information?

How can I share information?

How can I integrate technology into my communication?

Important to:

Be timely

Be relevant

Be specific

Summary

Trust & relationships

No one-size-fits-all plan

Create a dialogue

Technology is a complement to your communication, not a competitor

Communication is a shared responsibility

Questions?:

What happens when email is the institutional preferred mode of communication?

Look into using social media as second form of communication?

Hallway interactions with students. The student feels they’ve talked to you and they have

transferred the responsibility to you. They don’t follow-up with email or a formalized way of making

that request. How do you handle this type of communication (style)? Follow up with written

confirmation.

General Audience Contribution:

Live Chat

Shorter emails with more photos

Nobody reads Daily Updates/Digest type messaging (don’t waste your time)

Email Mail Merge and creative subject lines

In meetings, be present. Don’t be distracted by other things while in the meeting.

Effective Communication

in the Workplace

Presented by: Kess Knight, AACRAO

Tuesday, April 4, 1PM

Session ID 6041

Session Rules of Etiquette

• Please silence your electronic devices.

• Please complete the session evaluation using the AACRAO mobile

app or the paper form in your registration packet, drop boxes are

available throughout the convention center.

• If you must leave the session early, please do so as discreetly as

possible

• Please avoid side conversation during the session

Thank you for your cooperation!

Kess Knight

Learning Outcomes of this session:

• An understanding of the communication process

• Methods of communication

• Why communicating with others may be

effective or ineffective

• Recommendations for effective communication

A process through which people construct,

manage, and interpret behaviors and symbols

(whether verbal or nonverbal), both

intentionally and unintentionally, through

interaction (mediated or direct), within and

across particular organizational contexts.

– Encyclopedia.com

What is organizational communication?

Evolution of communication

Mid-1970’s

Fax

1989

Invention of

the World

Wide Web

1990

Microsoft

Office

1993

1997

AOL

launches

AIM

1999

Salesforce

2002

Camera

phone

released

2003

Skype,

LinkedIn

2004

Facebook,

Gmail

2005

YouTube,

Blackberry

Messenger,

Google Chat

2006

Twitter

2007

Dropbox,

iPhone,

Google

Docs

2010

Pinterest,

Instagram

2011

Snapchat,

iCloud,

iMessage,

Facebook

Messenger

2012

Google

Drive

2013

Google

Hangouts

2015

Periscope

Communication Channels

Intranet

Social Newsletters

Video chat

VideoPhone

TextEmail

Meetings

Face-to-face

1:1

Communication process

External:

between an organization and

groups outside organization

Internal:

between people of the

same organization

Downward:

supervisor to staff

Upward:

staff to supervisor

Vertical:

employee to manager;

manager to employee

Horizontal:

peer to peer

“The single biggest problem in communication

is the illusion that it has taken place.”

– George Bernard Shaw

Misconceptions & Barriers

• Lack of trust (emotional)

• Decentralized organizational structure (physical)

• Institutional hierarchy (financial)

• Preferred method of communication (perceptual)

Why does all of this matter?

Reduces

misunderstandings

Creates a culture of

communication

Builds trust

Improves

relationships

Effective communication….

Multiple content types

Real-time

Accessible information

To not be forgotten

What do people want?

Communication strategies

• Consistency: frequency, voice/tone, brand

• Transparency: “Organizational change moves at the speed of trust.” – From EDUCAUSE Conference

• Clarity: accurate without ambiguity

Recommendations for

effective communication

Develop a robust network

YouCollege

DepartmentCollege

University

DepartmentUniversity

Communication staff

Develop guidelines &

communication plans

• What are the objectives?

• What is the goal?

• Who is the audience?

• When should the message be delivered?

• How is the message going to be delivered?

• How will it be measured/evaluated?

Active listening techniques

1. Paraphrasing

2. Nonverbal cues (e.g., nodding, eye contact)

3. Seeking clarification

4. Ask open-ended questions

5. Share a similar situation

“I’m a great believer that any tool that

enhances communication has profound

effects in terms of how people can learn

from each other.”

– Bill Gates

Use a variety of

communication tools

Encourage

sharing and

feedback

Emergency/Crisis Communication

• Identify a crisis communication team

• Establish notification & monitoring systems

• Develop holding statements

• “We will be supplying information as it becomes available.”

• “Our crisis plan has been implemented. Please seek shelter

immediately.”

Optimize communication tools

• What’s working? What isn’t?

• Where does information live?

• How do I gather information?

• How can I share that information with other people?

• Can I integrate technology into my communications?

Be timely ~ Be relevant ~ Be specific

Summary• Trust & relationships

• No one-size-fits-all plan

• Create a dialogue

• Technology is a compliment to your communication, not a competitor

• Communication is a shared responsibility

Questions?

Thank You!Kess Knight

knightk@aacrao.org

@KessKnight

Please complete the session evaluation using the AACRAO mobile app or the paper form provided in your registration packet.

Session ID 6041