Effective Communications Effective Communications At Work At Work

OVERVIEW OF SESSIONOVERVIEW OF SESSION

TYPES OF TYPES OF COMMUNICATIONSCOMMUNICATIONS

TIPS ON HOW TO BE TIPS ON HOW TO BE EFFECTIVE WHEN EFFECTIVE WHEN COMMUNICATINGCOMMUNICATING

““Communication is not a mysterious Communication is not a mysterious process.process.

It takes place when the ideas from your It takes place when the ideas from your mind are transferred to another’s and mind are transferred to another’s and

arrive intact, complete, and coherentarrive intact, complete, and coherent””

“Make Presentations with Confidence,” “Make Presentations with Confidence,” Barron’sBarron’s

FACTOIDFACTOID

The average employee receives about The average employee receives about 190 communications a day by paper, 190 communications a day by paper,

voicemail, email, phone, etc.voicemail, email, phone, etc.

from a Pitney-Bowes surveyfrom a Pitney-Bowes survey

TYPES OF TYPES OF COMMUNICATIONCOMMUNICATION

FACE-TO-FACEFACE-TO-FACE

MEETINGSMEETINGS

WRITTEN WRITTEN

ELECTRONIC ELECTRONIC (EMAIL)(EMAIL)

TELEPHONE TELEPHONE (VOICEMAIL)(VOICEMAIL)

FACE-TO-FACEFACE-TO-FACE

Most people prefer to Most people prefer to get information face-get information face-to-face, especially to-face, especially from their immediate from their immediate supervisorsupervisor

The BenefitsThe Benefits (face-to-face)(face-to-face)

Opens two-way communication Opens two-way communication Allows for immediate response to questions, Allows for immediate response to questions,

misinterpretations, feedback, etc.misinterpretations, feedback, etc. Takes advantage of voice and body languageTakes advantage of voice and body language

The Challenges (The Challenges (face-to-faceface-to-face)) Use in-person communication when you have Use in-person communication when you have

to share information that will affect the to share information that will affect the audienceaudience

Use for performance evaluations and Use for performance evaluations and feedbackfeedback

Use when the information being Use when the information being communicated needs immediate attentioncommunicated needs immediate attention

Be prepared to answer questions directly and Be prepared to answer questions directly and immediatelyimmediately

The Do’s and Don’ts (face-to-face)The Do’s and Don’ts (face-to-face) DO -- give people your undivided attention DO -- give people your undivided attention

-- listen, really listen, give full attention-- listen, really listen, give full attention DO -- give people honest, direct and DO -- give people honest, direct and

comprehensive informationcomprehensive information DO -- treat people’s ideas and concerns as DO -- treat people’s ideas and concerns as

critical and serious - EMPOWER THEMcritical and serious - EMPOWER THEM

Face-to-FaceFace-to-Face cont….. cont…..

DON’T -- tell people “what”, tell them DON’T -- tell people “what”, tell them “why, how, and the larger picture”“why, how, and the larger picture”

DON’T -- make the conversation one-DON’T -- make the conversation one-way. Invite responses -- discuss and way. Invite responses -- discuss and debatedebate

DON’T -- answer the phone or take a DON’T -- answer the phone or take a call when someone is in your officecall when someone is in your office

Face-to-Face Face-to-Face cont...cont...

DON’T -- wait too long to ask for (or to give) DON’T -- wait too long to ask for (or to give) feedback, gather information immediatelyfeedback, gather information immediately

DON’T -- hold back bad news. Treat people DON’T -- hold back bad news. Treat people as intelligent adults, they want to hear the as intelligent adults, they want to hear the truthtruth

Communication is not over Communication is not over when you finish delivering when you finish delivering

your messageyour message

Types of Meetings Types of Meetings Executive BriefingExecutive Briefing InformationalInformational Meeting with a Sponsor Meeting with a Sponsor

(e.g. Site Visit) (e.g. Site Visit) Staff MeetingStaff Meeting Team-building Team-building InformalInformal Others...Others...

Let’s Meet

Why Meet?Why Meet?

The primary reason for meetings are to The primary reason for meetings are to share or brainstorm information or to share or brainstorm information or to

develop action steps toward develop action steps toward accomplishing a goal accomplishing a goal

Making Meetings WorkMaking Meetings Work1. Make an agenda and stick to it. Send it 1. Make an agenda and stick to it. Send it

out before the meeting, if possibleout before the meeting, if possible

2. Be clear about the reasons for and goals 2. Be clear about the reasons for and goals of the meetingof the meeting

3. Have a facilitator -- either a professional 3. Have a facilitator -- either a professional or ask someone at the meeting to step or ask someone at the meeting to step into this roleinto this role

Making Meetings Work cont.…Making Meetings Work cont.…

4. Watch the time -- do not overrun -- keep 4. Watch the time -- do not overrun -- keep the agenda flowingthe agenda flowing

5. Add humor, allow for laughter, have fun -- 5. Add humor, allow for laughter, have fun -- it makes for a much more productive it makes for a much more productive

meetingmeeting

6. Allow for conflict but deal with it 6. Allow for conflict but deal with it immediatelyimmediately

Making Meetings Work cont….Making Meetings Work cont….

7. Maintain control of the meeting at all 7. Maintain control of the meeting at all times. Don’t get off tracktimes. Don’t get off track

8. Eliminate attendees’ behaviors that are 8. Eliminate attendees’ behaviors that are disruptivedisruptive

9. Allow for questions, be prepared to answer 9. Allow for questions, be prepared to answer themthem

10. Wrap the meeting up with what was 10. Wrap the meeting up with what was accomplished and action itemsaccomplished and action items

Meeting “Killers” -- why they failMeeting “Killers” -- why they fail Poor PreparationPoor Preparation Ignored agendaIgnored agenda Poor time managementPoor time management Lack of participationLack of participation Strong personalitiesStrong personalities Lack of leadershipLack of leadership Lack of humor and funLack of humor and fun No/poor closingNo/poor closing

The only thing worse than a bad meeting The only thing worse than a bad meeting is a great presentation that could have is a great presentation that could have

been sent as a memobeen sent as a memo

WRITTEN COMMUNICATIONWRITTEN COMMUNICATION

MEMOSMEMOS REPORTSREPORTS BULLETINSBULLETINS LETTERSLETTERS NEWSLETTERSNEWSLETTERS HANDWRITTEN HANDWRITTEN

NOTESNOTES

The Benefits (written)The Benefits (written) Creates a permanent recordCreates a permanent record Allows you to store information for future Allows you to store information for future

referencereference Easily distributedEasily distributed All recipients receive the same informationAll recipients receive the same information Necessary for legal and binding Necessary for legal and binding

documentationdocumentation

The Challenges (written)The Challenges (written)

May seem extremely formal -- use May seem extremely formal -- use handwritten notes when it is to be handwritten notes when it is to be personalizedpersonalized

Must be well written, straightforward and Must be well written, straightforward and conciseconcise

Written communications are usually not read Written communications are usually not read right awayright away

DO’s and DON’Ts (written)DO’s and DON’Ts (written) DO -- realize it is not read as soon as it is DO -- realize it is not read as soon as it is

receivedreceived DO -- make sure that there is enough time to DO -- make sure that there is enough time to

prepare and send, and for the recipient to prepare and send, and for the recipient to receive and digestreceive and digest

DO -- assess writing skills, if poor -- get helpDO -- assess writing skills, if poor -- get help

Do’s and Don’ts… (written) cont... Do’s and Don’ts… (written) cont... DO -- outline key points before producing a DO -- outline key points before producing a

draftdraft DO -- always draft a written piece and then DO -- always draft a written piece and then

reduce all unnecessary language -- be briefreduce all unnecessary language -- be brief DO -- proof-read very carefully before any DO -- proof-read very carefully before any

document is distributeddocument is distributed

Do’s and Don’ts (written) Do’s and Don’ts (written) cont...cont... DON’T -- use this form of communication if DON’T -- use this form of communication if

writing is full of errors -- this reflects poorly on writing is full of errors -- this reflects poorly on the writerthe writer

DON’T -- use if communication is time DON’T -- use if communication is time sensitive. If immediate feedback is necessary sensitive. If immediate feedback is necessary -- use email -- use email

Is it clear? Have you hit your target?Is it clear? Have you hit your target?

In written communication In written communication most confusion & most confusion & frustration are caused frustration are caused by failing to be specific by failing to be specific …..…..

Make it clear, brief and Make it clear, brief and concise…..concise…..

THE PROBLEM THE PROBLEM

WITH COMMUNICATION WITH COMMUNICATION

IS “the illusion that it has been IS “the illusion that it has been

accomplished” accomplished”

George Bernard Shaw George Bernard Shaw

EMAILEMAIL

Email is now the Email is now the dominant method of dominant method of communicating in communicating in business. It is business. It is quick, inexpensive, quick, inexpensive, flexible and flexible and convenientconvenient

But it could be a time-bombBut it could be a time-bomb

USE WITH CARE….

The Benefits The Benefits (email)(email)

Can be sent and received any timeCan be sent and received any time Very time effective, can be sent and received Very time effective, can be sent and received

within secondswithin seconds Cost effective -- no paper, no stamps, no Cost effective -- no paper, no stamps, no

costs -- yet(?)costs -- yet(?) Allows for direct access to othersAllows for direct access to others Messages can be saved and storedMessages can be saved and stored

The Benefits The Benefits (email)(email) contcont......

Convenient for communicating with people in Convenient for communicating with people in different places and different time zonesdifferent places and different time zones

Easier to communicate with people who Easier to communicate with people who understand written English but don’t speak it understand written English but don’t speak it wellwell

Excellent mechanism for follow-up or action Excellent mechanism for follow-up or action items after a meetingitems after a meeting

The Challenges The Challenges (email)(email) Not everyone has an email account or Not everyone has an email account or

access to email at all timesaccess to email at all times Email etiquette -- no standards -- people Email etiquette -- no standards -- people

make up own styles, can be very make up own styles, can be very confusingconfusing

Email is not confidential -- emails can Email is not confidential -- emails can be obtained from central network even if be obtained from central network even if deleted from personal computersdeleted from personal computers

The Challenges The Challenges (email)(email) cont...cont...

Email is too often used to distribute Email is too often used to distribute inappropriate material, such as racial and inappropriate material, such as racial and gender jokesgender jokes

Email is too often used to avoid Email is too often used to avoid confrontation and can be easily confrontation and can be easily misinterpretedmisinterpreted

The ChallengesThe Challenges (email) (email) cont...cont...

Email is often sent out without re-reading, Email is often sent out without re-reading, proof-reading and other standards applied to proof-reading and other standards applied to written communications. We press the send written communications. We press the send button too soon…button too soon…

Emails can be forwarded and sent to others Emails can be forwarded and sent to others without the author’s approval or knowledgewithout the author’s approval or knowledge

The Challenges The Challenges (email)(email) cont...cont...

Emails are often casual and informal -- this Emails are often casual and informal -- this can create a potential hazardcan create a potential hazard

Senders often assume that email is read Senders often assume that email is read immediately which can create problemsimmediately which can create problems

Do’s and Don’ts Do’s and Don’ts (email)(email) DO -- always begin your email with a DO -- always begin your email with a

salutation and the person’s name -- a date is salutation and the person’s name -- a date is a good idea as wella good idea as well

DO -- always close the email with a closing DO -- always close the email with a closing sentence and your namesentence and your name

DO -- in the subject line write a brief and clear DO -- in the subject line write a brief and clear reference to your topicreference to your topic

Do’s and Don’tsDo’s and Don’ts (email)(email) cont...cont...

DO -- consider the order of the recipients -- DO -- consider the order of the recipients -- be sensitive to organizational hierarchybe sensitive to organizational hierarchy

DO -- limit the number of attachmentsDO -- limit the number of attachments DO -- consider the purpose of the email -- DO -- consider the purpose of the email --

why is it being written in the first place?why is it being written in the first place? DO -- consider alternatives -- phone, voice DO -- consider alternatives -- phone, voice

mail, note, etc. can be more appropriatemail, note, etc. can be more appropriate

Do’s and Don’ts Do’s and Don’ts (email)(email) cont...cont...

DON’T -- Send the entire email when DON’T -- Send the entire email when replying. Only send the part that is replying. Only send the part that is essentialessential

DON’T -- Be too blunt -- email is the DON’T -- Be too blunt -- email is the coldest form of communications. Watch coldest form of communications. Watch the tone. Be friendly but politethe tone. Be friendly but polite

DON’T -- Write an email longer than two DON’T -- Write an email longer than two screens -- it probably won’t be readscreens -- it probably won’t be read

Do’s and Don’tsDo’s and Don’ts (email)(email) cont...cont...

DON’T -- use “CAPS” for emphasis in the DON’T -- use “CAPS” for emphasis in the body of the email. It looks and “sounds” body of the email. It looks and “sounds” angryangry

DON’T -- use an automatic signature with DON’T -- use an automatic signature with every email. Use only in your initial email, not every email. Use only in your initial email, not when replying to a messagewhen replying to a message

The biggest difference in the The biggest difference in the quality of your email quality of your email

messages is made by youmessages is made by you

Telephone and VoicemailTelephone and Voicemail

Most employees Most employees have access to a have access to a phone (and phone (and voicemail)voicemail)

Using a telephone Using a telephone can be spontaneous can be spontaneous and often friendlyand often friendly

Benefits Benefits (telephone/voicemail)(telephone/voicemail)

Immediate access to audience Immediate access to audience Communication is direct and timelyCommunication is direct and timely Takes advantage of tone of voice and Takes advantage of tone of voice and

languagelanguage Allows for immediate response to Allows for immediate response to

questions, feedback, etc.questions, feedback, etc.

Challenges Challenges (telephone/voicemail)(telephone/voicemail)

Too spontaneous, might not be ready to Too spontaneous, might not be ready to have a conversationhave a conversation

Not prepared when a call is received but Not prepared when a call is received but take it anywaytake it anyway

Can’t reach party in time to relay Can’t reach party in time to relay informationinformation

Not everyone has voicemailNot everyone has voicemail

Tips for telephone & voicemailTips for telephone & voicemail

Let your voicemail speak for you (don’t have Let your voicemail speak for you (don’t have someone else record your message)someone else record your message)

Record a daily greeting - let callers know Record a daily greeting - let callers know when you are availablewhen you are available

When leaving a voicemail message tell the When leaving a voicemail message tell the person what you want and how they should person what you want and how they should reply to youreply to you

Tips Tips (telephone/voicemail) cont...(telephone/voicemail) cont...

Leave your name and phone number at Leave your name and phone number at the beginning of the voicemail message the beginning of the voicemail message not at the endnot at the end

Before placing a call write down key Before placing a call write down key points you want to coverpoints you want to cover

Give undivided attention when speaking Give undivided attention when speaking on the phoneon the phone

Tips Tips (telephone/voicemail) cont...(telephone/voicemail) cont...

Try to return calls immediately, if Try to return calls immediately, if someone is calling -- it must be someone is calling -- it must be important to themimportant to them

Avoid calling when angry, be friendly Avoid calling when angry, be friendly and helpfuland helpful

FACTOIDFACTOID

55% of what people perceive of others 55% of what people perceive of others comes from body language and facial comes from body language and facial

expressionsexpressions

38% comes from tone of voice38% comes from tone of voice

7% is based on the actual words people 7% is based on the actual words people useuse

Final ThoughtsFinal Thoughts

A person’s competence and a person’s A person’s competence and a person’s effectiveness are based on their ability to effectiveness are based on their ability to

communicate effectivelycommunicate effectively

Competence isn’t the problem --Competence isn’t the problem --How you Communicate isHow you Communicate is

ResourcesResources

Seymoure & Shervington, Seymoure & Shervington, “Essential Managers, “Essential Managers, Maximizing Performance”, Maximizing Performance”, DK Publishing, Inc.DK Publishing, Inc.

Boylan, “What’s Your Boylan, “What’s Your Point?”, Adams Media Point?”, Adams Media CorporationCorporation

Ivy Sea Online, Ivy Sea Online, “Interpersonal “Interpersonal Communication Quick Tips” Communication Quick Tips” http://www.Ivysea.comhttp://www.Ivysea.com

““Writing Professional E-Mail Writing Professional E-Mail Messages”, compositioncafe. Messages”, compositioncafe. http://www.compositioncafe.comhttp://www.compositioncafe.com

Vivian Buchan, “Make Vivian Buchan, “Make Presentations with Confidence,” Presentations with Confidence,” Barron’sBarron’s

Maureen Bauer, “Learning Tips Maureen Bauer, “Learning Tips for Effective Communication at for Effective Communication at Work”, Click10.comWork”, Click10.com