Communication is Key

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Communication is Key
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Agenda

• Importance of Effective Communication
• Verbal Communication
• Non-verbal Communication
• Written Communication
• Presentation Skills
• Dos Donts
• Discussion

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Huh?

• Vacation Specialist
• Travel Agent
• Persistency Specialist
• Bill Collector

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Huh?

• Volume related production schedule adjustment
• Plant closure/layoff of 8,000 workers
• Uncontained blade liberation
• Propeller blade fell off

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Huh?

• Pre-dismantled, previously owned parts
• Junk Cars
• Ground-mounted confirmatory route markers
• Road Signs

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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. 

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Why is effective communication important for
leaders?

• Without effective communication, you will FAIL to
• Gain commitment
• Achieve goals
• Establish rapport with others
• No matter how good your intentions

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Two part process

• Passing on information
• Ensuring understanding

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Effective Communication

• Be Confident

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Effective Communication

• Be Confident
• Find Common Language

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Effective Communication

• Be Confident
• Find Common Language
• Learn the language of business
• Share the language of technology
• Avoid geek speak
• Try it out on the non-techie

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Effective Communication

• Be Confident
• Find Common Language
• Show Interest

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Effective Communication

• Be Confident
• Find Common Language
• Show Interest
• Be Interesting

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Effective Communication

• Be Confident
• Find Common Language
• Show Interest
• Be Interesting
• Listen Hard

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Effective Communication

• Be Confident
• Find Common Language
• Show Interest
• Be Interesting
• Listen Hard
• Pay attention to what is being said, not what
  youre going to say next
• Allow others to finish before you begin speaking
• Converse, dont compete
• Repeat back what you think you heard give
  speaker the chance to clarify/correct

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Effective Communication

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

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Effective Communication

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

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Repetition Works

• What emergency personnel know
• It takes three time
• Your English teacher advised you to
• Outline what youre going to cover
• Cover it
• Review what you covered

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Verbal Communication

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

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Verbal Communication

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

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The 5 Minute Message

• List key points
• Identify the Take Home Message
• Start with the end
• Elaborate if asked
• Anticipate the questions but dont try to answer
  them all in your presentation

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Non-verbal Communication

• Eye contact
• Facial expressions
• Gestures
• Posture body orientation
• Proximity
• Paralinguistics (tone, pitch, rhythm, timbre,
  loudness and inflection)

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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

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Non-verbal Success

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

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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

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Written Communication

• Professionals spend up to 85 of their time
  writing
• Improve it
• Outline, draft, proof read, edit, revise
• Increase your vocabulary
• Read, read, read
• Practice
• Find a workplace English teacher

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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

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Dos

• Get organized/make notes
• Know your audiences preferred communication
  style
• Visualize success
• Over-communicate
• Check understanding

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Donts

• Manage by need to know
• Use lots acronyms/terms of art
• Overwhelm others with too much information
• Use tune out words/phrases

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The ability to express an idea is as important as
the idea itself.- Bernard Baruch
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Discussion
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Resources

• http//www.itstime.com/aug97.htm
• http//findarticles.com/p/articles/mi_m3495/is_1_5
  0/ai_n8700759
• http//honolulu.hawaii.edu/intranet/committees/Fac
  DevCom/guidebk/teachtip/commun-1.htm
• http//www.lifescript.com/channels/well_being/Medi
  tations_Motivations/how_to_use_nonverbal_communica
  tion_to_impress_others.asp?page4
• http//www.job-resources.com/0103tip.htm

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Liza Lowery Masseyliza_at_ciocollaborative.comwww.c
iocollaborative.com702-743-4634