Effective Communications

Effective CommunicationsEffective Communications

James FreyJames Frey

October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 22

Outline for TodayOutline for Today

1.1. Intros and IcebreakerIntros and Icebreaker2.2. Communication and leadership Communication and leadership 3.3. Why communications break down Why communications break down 4.4. LUNCHLUNCH5.5. Upward, downward and lateral Upward, downward and lateral

communicationcommunication6.6. Communications and team building Communications and team building 7.7. Tips for readable writing Tips for readable writing


IcebreakerIcebreaker

Introduce yourself Introduce yourself Tell a story about…. Tell a story about….


Can you find the nine people?Can you find the nine people?


Congratulations!Congratulations!


The most important thing about good The most important thing about good communications: communications:

KNOW YOUR KNOW YOUR AUDIENCE!AUDIENCE!


Know your AudienceKnow your Audience

Baby Boomers (1946-66) Baby Boomers (1946-66) – the TV generation– the TV generation

Gen X (1966-80) Gen X (1966-80) – the Computer generation– the Computer generation

Gen Y (1980-2000) Gen Y (1980-2000) – the Texting / Digital Generation– the Texting / Digital Generation

What’s Next? (2001 - ????)What’s Next? (2001 - ????)


You know you are living and working in You know you are living and working in the 21st Century when….the 21st Century when….

You haven’t played solitaire with real cards in You haven’t played solitaire with real cards in years.years.

You have 15 phone numbers to reach your You have 15 phone numbers to reach your family of three.family of three.

You e-mail the person who works in the desk You e-mail the person who works in the desk next to you.next to you.

You don’t keep in touch with some family and You don’t keep in touch with some family and friends because they aren’t on Facebook.friends because they aren’t on Facebook.

You dial 9 to get an outside line when you are at You dial 9 to get an outside line when you are at home.home.


You know you are living and working in You know you are living and working in the 21st Century when….the 21st Century when….

You’ve sat at the same desk for years but You’ve sat at the same desk for years but worked for three different organizations.worked for three different organizations.

You use your cellphone after you pull into the You use your cellphone after you pull into the driveway to see if someone can help you carry driveway to see if someone can help you carry in the groceries.in the groceries.

Every TV commercial has a website at the Every TV commercial has a website at the bottom of the screen.bottom of the screen.

Leaving the house without your cellphone is a Leaving the house without your cellphone is a cause for panic.cause for panic.

You get up in the morning and go online before You get up in the morning and go online before going to the bathroom.going to the bathroom.


What is Communications?What is Communications?

Lascaux, France Lascaux, France

– – about 16,000 years agoabout 16,000 years ago



Writing – the Writing – the development of development of the English the English Alphabet owes Alphabet owes much to the much to the Ancient Egyptians, Ancient Egyptians, Greeks, Romans, Greeks, Romans, and Arabs. and Arabs.



The first books The first books were copied by were copied by hand.hand.

Gutenburg Gutenburg Bible in 1453 – Bible in 1453 – first printed first printed bookbook



Newspapers Newspapers developed around developed around from 1609, with from 1609, with the first example the first example in English in 1620.in English in 1620.

First newspaper First newspaper came to North came to North America in 1690.America in 1690.



CellphonesCellphones

1940s - radio-phones for 1940s - radio-phones for government & militarygovernment & military

1984 - first ‘approved’ 1984 - first ‘approved’ phone in the USphone in the US

2001 - 3G network2001 - 3G network

2009 - 4.1 billion 2009 - 4.1 billion cellphones (60% of pop)cellphones (60% of pop)



Harold Lasswell (1902-1978):Harold Lasswell (1902-1978):• Who (says) what (to) whom (in) what Who (says) what (to) whom (in) what

channel (with) what effect.channel (with) what effect.

Marshall McLuhan (1911-1980):Marshall McLuhan (1911-1980):• ““the medium is the message” – a the medium is the message” – a

medium affects the society in which it medium affects the society in which it plays a role not by the content delivered plays a role not by the content delivered over the medium, but by the over the medium, but by the characteristics of the medium itself.characteristics of the medium itself.



Communications in brief…Communications in brief…

a sender transfers a message containing a sender transfers a message containing information to a receiver. information to a receiver.


What’s not good Communications?What’s not good Communications?

““As of tomorrow, employees will only As of tomorrow, employees will only be able to access the building using be able to access the building using

individual Photo-ID security cards. individual Photo-ID security cards. Pictures will be taken next Pictures will be taken next

Wednesday and employees will Wednesday and employees will receive their new cards in two receive their new cards in two

weeks.”weeks.”

Staff security memo, Microsoft Corp.Staff security memo, Microsoft Corp.


What’s not good Communications?What’s not good Communications?


Why is Communications important?Why is Communications important?

All management depends on good All management depends on good communicationscommunications

Management

PlanningOrganizingDirecting

Controlling

Productivity

Communications

TEAMS

Carry out Plans, Directives,

instructions, etc.



““No one will believe you solved this No one will believe you solved this problem in one day! We’ve been problem in one day! We’ve been

working on it for months. Now go act working on it for months. Now go act busy for a few weeks. I’ll let you busy for a few weeks. I’ll let you

know when it’s time to tell them.”know when it’s time to tell them.”

-- R&D supervisor, 3M Corp.-- R&D supervisor, 3M Corp.



For Communications to be effective it For Communications to be effective it must be:must be:• Accurate and detailed enough – provides Accurate and detailed enough – provides

needed informationneeded information• Timely – when it is needed most (before)Timely – when it is needed most (before)• Valid and Reliable – sound logical, well Valid and Reliable – sound logical, well

written and come from the appropriate written and come from the appropriate sourcesource


Forms of CommunicationForms of Communication

VerbalVerbal

&&

NonverbalNonverbal



““The most important thing in The most important thing in communication is hearing what isn't communication is hearing what isn't

said.”said.”

-- Peter Drucker-- Peter Drucker



Verbal Communications Verbal Communications speech (and utterances), writing, speech (and utterances), writing,

signs and symbolssigns and symbols Also includes listening and readingAlso includes listening and reading


Public SpeakingPublic Speaking

““The average person at a funeral The average person at a funeral would rather be in the casket than would rather be in the casket than

doing the eulogy.”doing the eulogy.”

-- Jerry Seinfeld -- Jerry Seinfeld



Critical for Verbal Communications Critical for Verbal Communications Know your subject – researchKnow your subject – research Develop an outline – logical Develop an outline – logical

sequencesequence Develop your skills – practice writing Develop your skills – practice writing

and presentationsand presentations Ask for feedback – from friends, Ask for feedback – from friends,

audienceaudience Relax!Relax!



Non-verbalNon-verbal Effectiveness of verbal depends on Effectiveness of verbal depends on

non-verbal cues non-verbal cues • Body language (physical expression)Body language (physical expression)• Facial expressionFacial expression• Visual communications – pictures and Visual communications – pictures and

graphics – support the verbalsgraphics – support the verbals



Non-verbals in HR situationsNon-verbals in HR situations Posture – leaning in or outPosture – leaning in or out HandshakeHandshake Clothing, hair and shoesClothing, hair and shoes Eye-contactEye-contact HandsHands


Consequences of Communication Consequences of Communication ProblemsProblems

““This project is too important, we can’t This project is too important, we can’t let things that are more important let things that are more important

interfere with it.”interfere with it.”

-- Advertising Manager to staff, UPS-- Advertising Manager to staff, UPS


Communication BreakdownsCommunication Breakdowns

Breakdowns with the senderBreakdowns with the receiverProblem with message


Communication PitfallsCommunication Pitfalls

With the senderWith the sender• Poor planning – incorrect assumptionsPoor planning – incorrect assumptions• Poor execution – wrong method and / Poor execution – wrong method and /

or messageor message With the receiverWith the receiver

• Poor listeningPoor listening• DistrustDistrust• FiltersFilters

With the informationWith the information


Can you find the nine people?Can you find the nine people?


Lost in TranslationLost in Translation I will arrive in Montreal at nine o’clock in the morning I will arrive in Montreal at nine o’clock in the morning

on Wednesday. Please have a car ready at the airport on Wednesday. Please have a car ready at the airport to take me to the morning meeting. Also, please to take me to the morning meeting. Also, please advise my afternoon meeting to have all of the advise my afternoon meeting to have all of the documents ready for me to sign. Let him know that I documents ready for me to sign. Let him know that I am excited about the pending deal.am excited about the pending deal.

I arrive the morning to Montreal around nine hours I arrive the morning to Montreal around nine hours Wednesday. To have to heat more please which is Wednesday. To have to heat more please which is ready with the airport to be taken to me at the general ready with the airport to be taken to me at the general assembly. At my afternoon meeting adviser also assembly. At my afternoon meeting adviser also please, to have all the documents which are ready with please, to have all the documents which are ready with me to sign. To inform that I become excited on the me to sign. To inform that I become excited on the trembling agreement.trembling agreement.


Effective ListeningEffective Listening

1.1. Listen & Pay Attention!Listen & Pay Attention!

2.2. Don’t assume they need a solutionDon’t assume they need a solution

3.3. Ask questions if you don’t Ask questions if you don’t understandunderstand

4.4. Wait for them to finishWait for them to finish

5.5. Don’t jump to conclusionsDon’t jump to conclusions


Effective ListeningEffective Listening

6. Maintain eye contact6. Maintain eye contact

7. Don’t check your watch or clock7. Don’t check your watch or clock

8. If you don’t have time, ask them to 8. If you don’t have time, ask them to come backcome back

9. Don’t argue back9. Don’t argue back

10.10. After they are done, don’t hide After they are done, don’t hide your own opinionyour own opinion


Ineffective ListeningIneffective Listening

““We know communication is a We know communication is a problem, but the company is not problem, but the company is not

going to discuss it with employees at going to discuss it with employees at this time.”this time.”

-- Memo to AT&T Staff-- Memo to AT&T Staff


Up – Down – All AroundUp – Down – All Around


Up – Down – All AroundUp – Down – All AroundBig Cheese Other Cheese


Up – Down – All AroundUp – Down – All Around

Big Cheese


Upward CommunicationUpward Communication

Talking to the BossTalking to the Boss DelaysDelays DilutionDilution FilteringFiltering Barriers and Passing LanesBarriers and Passing Lanes Any others? ExamplesAny others? Examples


Downward CommunicationDownward Communication

Talking to the BossTalking to the Boss Telephone Game – exercise Telephone Game – exercise LanguageLanguage PlanningPlanning Barriers and Passing LanesBarriers and Passing Lanes Any others? ExamplesAny others? Examples


Lateral CommunicationLateral Communication

Official meetings – agenda, Official meetings – agenda, minutes, timed items etc.minutes, timed items etc.

Hallway meetings – the meetings Hallway meetings – the meetings that take place after the official that take place after the official meetingsmeetings

The Grapevine – informal The Grapevine – informal communications processes that communications processes that may existmay exist


Up – Down – All AroundUp – Down – All AroundBig Cheese Other Cheese


Six Tips for Effective MeetingsSix Tips for Effective Meetings

1.1. Don't Meet.Don't Meet.

2.2. Set Objectives for the Meeting.Set Objectives for the Meeting.

3.3. Provide an Agenda Beforehand.Provide an Agenda Beforehand.

4.4. Assign Meeting Preparation.Assign Meeting Preparation.

5.5. Assign Action Items.Assign Action Items.

6.6. Examine Your Meeting Process.Examine Your Meeting Process.


Who says there is no “I” in team?Who says there is no “I” in team?

““Teamwork is a lot of people doing Teamwork is a lot of people doing what I say.”what I say.”

-- Marketing Executive, Citrix Corp.-- Marketing Executive, Citrix Corp.


Communications and TeamsCommunications and Teams

What makes a good team?What makes a good team? Teams communicate inside and Teams communicate inside and

outsideoutside Team members belongTeam members belong Team members trust each otherTeam members trust each other Team understands their role in the Team understands their role in the

organizationorganization Everyone have a role in the teamEveryone have a role in the team Team uses the skills of the membersTeam uses the skills of the members Team wants to get betterTeam wants to get better


Communications and TeamsCommunications and Teams

GROUPTHINK:GROUPTHINK: You’re a candidate if: You’re a candidate if: Your team is Highly Cohesive. Your team is Highly Cohesive. Your team avoids Different Your team avoids Different

Viewpoints. Viewpoints. Your team makes Easy Decisions. Your team makes Easy Decisions. Your team is Highly Stressed. Your team is Highly Stressed.


Practice makes perfectPractice makes perfect

On writing – it’s a matter of exercise. If On writing – it’s a matter of exercise. If you work out with weight for 15 you work out with weight for 15

minutes a day over the course of ten minutes a day over the course of ten years, you’re gonna get muscles. If years, you’re gonna get muscles. If

you write for an hour and a half a you write for an hour and a half a day for ten years, you’re gonna turn day for ten years, you’re gonna turn

into a good writer.”into a good writer.”

-- Stephen King, 1986-- Stephen King, 1986


In writing, small is betterIn writing, small is betterassistassist helphelp

databasedatabase datadata

coordinatecoordinate directdirect

facilitatefacilitate helphelp

substantiatesubstantiate proveprove

prioritizeprioritize rankrank

utilizeutilize useuse

parametersparameters factorsfactors

procureprocure buybuy


In writing, simple is betterIn writing, simple is betterfree giftfree gift giftgift

he is a man whohe is a man who hehe

one and onlyone and only onlyonly

dull and boringdull and boring boringboring

on an annual basison an annual basis yearlyyearly

in the form ofin the form of asas

a specific examplea specific example an examplean example

they managed to usethey managed to use they usedthey used

your own homeyour own home your homeyour home


In writing, inclusive is betterIn writing, inclusive is betterchairmanchairman chairperson or chairchairperson or chair

firemanfireman firefighterfirefighter

foremanforeman supervisorsupervisor

manpowermanpower staffstaff

Mrs. or MissMrs. or Miss Ms.Ms.

salesmansalesman salespersonsalesperson

stewardessstewardess flight attendantflight attendant

man the boothman the booth run the boothrun the booth

man-hoursman-hours work hourswork hours


Remember your audience!Remember your audience!

Effective Communications

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