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Day-long workshop presented for the Terry Royer Institute at Lethbridge College
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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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 33
IcebreakerIcebreaker
Introduce yourself Introduce yourself Tell a story about…. Tell a story about….
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 44
Can you find the nine people?Can you find the nine people?
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 55
Congratulations!Congratulations!
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 66
The most important thing about good The most important thing about good communications: communications:
KNOW YOUR KNOW YOUR AUDIENCE!AUDIENCE!
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 77
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 - ????)
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 88
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 99
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1010
What is Communications?What is Communications?
Lascaux, France Lascaux, France
– – about 16,000 years agoabout 16,000 years ago
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1111
What is Communications?What is Communications?
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1212
What is Communications?What is Communications?
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1313
What is Communications?What is Communications?
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1414
What is Communications?What is Communications?
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)
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1515
What is Communications?What is Communications?
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1616
What is Communications?What is Communications?
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1717
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1818
What’s not good Communications?What’s not good Communications?
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 1919
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2020
Why is Communications important?Why is Communications important?
““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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2121
Why is Communications important?Why is Communications important?
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2222
Why is Communications important?Why is Communications important?
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2323
Forms of CommunicationForms of Communication
VerbalVerbal
&&
NonverbalNonverbal
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2424
Forms of CommunicationForms of Communication
““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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2525
Forms of CommunicationForms of Communication
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2626
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2727
Forms of CommunicationForms of Communication
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!
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2828
Forms of CommunicationForms of Communication
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 2929
Forms of CommunicationForms of Communication
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3030
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3131
Communication BreakdownsCommunication Breakdowns
Breakdowns with the senderBreakdowns with the receiverProblem with message
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3232
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3333
Can you find the nine people?Can you find the nine people?
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3434
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3535
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3636
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3737
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3838
Up – Down – All AroundUp – Down – All Around
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 3939
Up – Down – All AroundUp – Down – All AroundBig Cheese Other Cheese
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4040
Up – Down – All AroundUp – Down – All Around
Big Cheese
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4141
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4242
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4343
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4444
Up – Down – All AroundUp – Down – All AroundBig Cheese Other Cheese
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4545
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4646
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4747
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4848
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.
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 4949
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 5050
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 5151
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 5252
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
October 19, 2009October 19, 2009 Effective CommunicationsEffective Communications 5353
Remember your audience!Remember your audience!