Strategic Services for Today’s CIO!

Communication is Key

Agenda

Importance of Effective Communication Verbal Communication Non-verbal Communication Written Communication Presentation Skills Do’s & Don’ts Discussion

Huh?

Vacation SpecialistTravel Agent

Persistency SpecialistBill Collector

Huh?

Volume related production schedule adjustment

Plant closure/layoff of 8,000 workers

Uncontained blade liberationPropeller blade fell off

Huh?

Pre-dismantled, previously owned parts

Junk CarsGround-mounted confirmatory

route markers Road Signs

From a Real Job Description

…responsible for discovery, research, design, proof of concept, and fielding of a revolutionary globally networked intelligence enterprise capability. Principal level of effort will focus on developing, testing, evaluating and fielding an intelligence enterprise based on a service-connected data collection architecture and intelligence sharing capability that will constantly evolve in order to be agile, collaborative and strategically interoperable. 

Why is effective communication important for leaders? Without effective communication, you will

FAIL toGain commitmentAchieve goalsEstablish rapport with others

No matter how good your intentions

Two part process

Passing on information

Ensuring understanding

Effective Communication

Be Confident

Effective Communication

Be Confident Find Common Language

Effective Communication

Be Confident Find Common Language

Learn the language of businessShare the language of technologyAvoid geek speakTry it out on the non-techie

Effective Communication

Be Confident Find Common Language Show Interest

Effective Communication

Be Confident Find Common Language Show Interest Be Interesting

Effective Communication

Be Confident Find Common Language Show Interest Be Interesting Listen Hard

Effective Communication

Be Confident Find Common Language Show Interest Be Interesting Listen Hard

Pay attention to what is being said, not what you’re going to say next

Allow others to finish before you begin speaking Converse, don’t compete

Repeat back what you think you heard & give speaker the chance to clarify/correct

Effective Communication

Be Confident Find Common Language Show Interest Be Interesting Listen Hard Practice Makes Perfect

Effective Communication

Be Confident Find Common Language Show Interest Be Interesting Listen Hard Practice Makes Perfect Consider Cultural Differences

Repetition Works

What emergency personnel know It takes three time

Your English teacher advised you toOutline what you’re going to coverCover itReview what you covered

Verbal Communication

Words 7% effective Tone of voice is 38% effective Non-verbal clues are 55% effective

Verbal Communication

Body language Appearance (dress, manner, posture) Energy Setting Rhythm and pacing Message

The 5 Minute Message

List key points Identify the “Take Home Message” Start with the end Elaborate if asked Anticipate the questions but don’t try to

answer them all in your presentation

Non-verbal Communication

Eye contact Facial expressions Gestures Posture & body orientation Proximity Paralinguistics (tone, pitch, rhythm, timbre,

loudness and inflection)

Non-verbal Abuse

Keeping your hands behind your back Pointing Prolonged or absence of eye contact Assuming a different posture than group Fidgeting Watching the clock, exit Checking phone/texting/reading email Rigid or slouching posture

Non-verbal Success

Eye contact Smile Relaxed, good posture Visible hands with palms up Lean forward, mimic posture of others Take notes, etc.

Non-verbal Miscues

Standing closer than 12 inches Grooming – fixing hair, picking lint Stroking your arm/leg Licking your lips Touching the other person on arm, etc. Suggestive dress

Written Communication

Professionals spend up to 85% of their time writing

Improve itOutline, draft, proof read, edit, revise Increase your vocabularyRead, read, readPracticeFind a workplace “English teacher”

Presentation Skills

Greatest fear even before death! Improve them

Get to know your subject Prepare and practice Seek feedback and coaching Illustrate your point with words/tell a story Assume your audience can read Keep presentations crisp and clean Have a backup plan

Do’s

Get organized/make notes Know your audience’s preferred

communication style Visualize success Over-communicate Check understanding

Don’ts

Manage by “need to know” Use lots acronyms/terms of art Overwhelm others with too much

information Use “tune out” words/phrases

The ability to express an idea is as important as

the idea itself.- Bernard Baruch

Discussion

Resources

http://www.itstime.com/aug97.htm http://findarticles.com/p/articles/mi_m3495/is_1_50/ai_n8700759 http://honolulu.hawaii.edu/intranet/committees/FacDevCom/guidebk/teachtip/commun

-1.htm http://www.lifescript.com/channels/well_being/Meditations_Motivations/how_to_use_n

onverbal_communication_to_impress_others.asp?page=4 http://www.job-resources.com/0103tip.htm

Strategic Services for Today’s CIO!

Liza Lowery Masseyliza@ciocollaborative.comwww.ciocollaborative.com702-743-4634