TNSNA - Bridging the Gap: How to Improve the C&C in Your SNP
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The document discusses improving communication and cooperation (C&C) in organizations. It provides 10 best practices for effective communication, including listening, being clear and concise, using concrete examples, and being mindful of body language. It also discusses tailoring communication to different audiences. Additionally, the document outlines best practices for effective cooperation, such as practicing positivity, bridging generational gaps, finding systems that work for the team, letting members contribute individually, and participating in teambuilding activities. The overall aim is to enhance C&C to create happier and more productive work environments.
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TNSNA - Bridging the Gap: How to Improve the C&C in Your SNP
- 1. BRIDGING THE GAP: How to Improve the C&C in your SNP By: Cheyenne Meyer, M.A. Content Specialist
- 2. More About the Little Darlin’
- 3. More About the Little Darlin’
- 4. More About the Little Darlin’
- 5. More About the Little Darlin’
- 6. More About the Little Darlin’
- 7. More About the Little Darlin’
- 10. What is C & C?
- 11. What is C & C? What’s the big deal?
- 13. What you will learn:
- 14. What you will learn: ● The fundamentals of communication
- 15. What you will learn: ● The fundamentals of communication ● How to put your communication skills to use
- 16. What you will learn: ● The fundamentals of communication ● How to put your communication skills to use ● How cooperation = a happy, productive team
- 17. What you will learn: ● The fundamentals of communication ● How to put your communication skills to use ● How cooperation = a happy, productive team ● Ideas and strategies for increasing cooperation
- 18. Top 10 Best Practices for Effective Communication
- 19. “
- 20. “ 1.LISTEN
- 21. “ 1.LISTEN
- 22. “
- 23. ““There is only one rule for being a good talker: learn to listen.” - Christopher Morley
- 24. ““There is only one rule for being a good talker: learn to listen.” - Christopher Morley
- 26. 2. Hit the headline first. EFFECTIVE COMMUNICATION
- 30. EFFECTIVE COMMUNICATION 3. Be clear and concise.
- 39. 4. Make it concrete. EFFECTIVE COMMUNICATION
- 51. 5. Be mindful of body language. EFFECTIVE COMMUNICATION
- 61. EFFECTIVE COMMUNICATION 6. Be honest; be assertive.
- 71. EFFECTIVE COMMUNICATION 7. Cut out the gossip.
- 79. EFFECTIVE COMMUNICATION 8. Leave emotions and attitudes at the door.
- 84. 9. Practice patience and caution in sticky situations. EFFECTIVE COMMUNICATION
- 94. EFFECTIVE COMMUNICATION 10. Respect each other’s differences.
- 102. With whom do you communicate?
- 103. With whom do you communicate? Is communication “One-Size-Fits-All?”
- 110. Best Practices for Effective Cooperation
- 129. Effective Cooperation If you’re the boss...
- 135. Effective Cooperation Find a communication system that works.
- 143. Effective Cooperation Let team members “do their thing”.
- 178. Any Questions?
- 179. Thank you!
Editor's Notes
- Each session for this conference is tied to a corresponding 50’s song - mine is Little Darlin’ by the Diamonds ---- I guess little is fitting - I’m a millennial and new to the school nutrition industry. As far as darlin’ goes - I’ll let you decide. Born, raised and work in Houston, TX - Content Marketing Specialist with 6 years of experience in comm field (internal, journalism, PR & teaching at college level) - Master’s at 22 (just graduated, go Cats) with degree in Strategic Comm from Texas State University - World traveler and fluent in Spanish - Competitive distance runner + triathlete, 6 years of running & 1 year of triathlon - Interesting fact: not my first time in Memphis, my third - 2011 and 2013 Christian Brothers Memphis Twilight XC race
- C & C = Communication and Cooperation; Communication is an art, and cooperation is a necessity. In order to have a positive, productive work place, you have to be able to communicate and cooperate with one another. When you get these two things down, operations will run more smoothly.
- You may have taken a class or attended a session on effective communication, but we often forget these building blocks. Today will serve as a refresher as I take you back to the basics. What these strategies look like put into practice Walk away with new ideas for better cooperation amongst your team
- ASK: What is the first step of effective communication? Listening is so important. Often times, we listen to respond, not to understand. If we listen to understand, we can fully process what the other person is trying to communicate. If you are in charge (how many of you are managers or directors?) - it’s your responsibility to listen to those you supervise. What are their needs? What are their challenges? What are their ideas? If you report to someone - listen carefully to their announcements and instructions. Listen to one another. This is why we were born with two ears and one mouth. Read quote. Also CLICK - no interrupting! It’s very rude and invalidates what the other person is saying, even if unintentional. Although we are grown ups, we cannot abandon the manners we learned as kids. Let the other person finish their thought before you begin your own.
- In journalism, we learn that the most important information comes first. When you listen to a TV broadcast or read a news article, the 5 W’s and the H are answered first. I’m all about socializing and talking, but not rambling. Sometimes people speak to hear themselves speak, but time is money. Use the inverted pyramid in your written and verbal communication to ensure that the most important information is given in a timely manner. Explain chart.
- HR Magazine reports - in a survey of 4,000 employees, 46% routinely receive unclear instructions Have you ever received unclear instructions and ended up doing something different than what was expected, or vice versa? Of that 46%, 36% reported it happening 3 times a day. This amounted to 40 minutes wasted trying to clarify, and time is money, so this decreased their productivity greatly. Make sure your instructions are clear and can’t be misconstrued. Write them down, give examples, demonstrate or provide visuals if necessary. Be concise - get to the point. Listen carefully the first time - you’ll spend more time having the instructions explained again. However, don’t be too proud to ask for clarification. You would waste more time correcting your mistake - which could possibly be detrimental or even wasteful - than you would having the instructions explained again.
- People can be forgetful. Sometimes providing some kind of visual or signage in the workplace can help them to remember. Put up some kind of bulletin board, or post signs in areas around the office. In Humble, they even made a creative visual sign to praise their staff for surviving! When I say signs, I don’t mean these little post-it notes all over the kitchen or office. These are tacky - in more ways than one! No need to be passive aggressive. Be thoughtful in your signage.
- People can be forgetful. Sometimes providing some kind of visual or signage in the workplace can help them to remember. Put up some kind of bulletin board, or post signs in areas around the office. In Humble, they even made a creative visual sign to praise their staff for surviving! When I say signs, I don’t mean these little post-it notes all over the kitchen or office. These are tacky - in more ways than one! No need to be passive aggressive. Be thoughtful in your signage.
- Sometimes we say it best by saying nothing - our body language and facial expressions do it all for us. What are some examples of body language - good or bad? Be mindful of your body language and the body language of others. What are you communicating without saying anything? Or how is the other person feeling? Some examples: eye rolling, snapping and pointing - will you want to do what they ask you?, tapping feet, checking watch - do you think they are interested in what you have to say? Sighing - do you think anyone will want to ask for your help? You’ll seem unapproachable and intimidating, especially to someone who is new and needs help learning the ropes. Pull out phone - what? Oh, is it rude to be texting or looking at your phone when you’re talking to someone? Beware of these common facial gestures
- Honesty is the best policy - always tell the truth. If you make a mistake, fess up to it. The quicker it is addressed, the quicker you and your team can work together to fix it. Also be honest in speaking your mind. Be respectful, but don’t sugarcoat it. If something is bothering you that is easily fixable, speak up. If you have an example of how a strategy has worked for you in the past, share it - even if it’s not the way things are done in your program. Also, don’t be a doormat. If someone asks you to do something that you don’t feel comfortable doing, you can say no. Don’t feel the need to be a people pleaser. Be assertive, but don’t abandon your manners. Always remember the “magic word” - please! Instead of saying “You need to” or “You’re going to” - be polite. “Would you mind?” “Would you please?”
- Steer clear of gossip, and avoid secondhand news. We’re not in high school anymore, ya’ll - unless of course you work in a high school, but you’re still not a high schooler. There is no room for gossip in the workplace. Click Clairee from Steel Magnolias coined this famous quote - and unfortunately, grown men and women still act this way. Why do people gossip? They want attention, they’re upset or frustrated, they’re jealous. If you gossip, you’ll be known as the gossiper. If you don’t, you’ll be a stick in the mud. Right? Here are some phrases you can use if you start to hear gossip: “I’m more interested in what you’re doing”, or “Let’s talk about what we’re going to do today.” If you can’t change the subject, offer “Let’s look at it from her side.” Now, let’s talk about secondhand news. I want to try an experiment with you guys, called the telephone game. I’m going to split you up into two teams: (Catfish with jalapeno corn muffin) (whole grain blueberry muffin with eggs benedict) See how secondhand news can change and get distorted down the pipeline? If you’re unsure about some information, go to the source. Where did you hear that? Can I see it in writing?
- Sometimes we get to work after having a terrible morning - we are running late, our kid is sick, the dog had an accident in the floor, you burnt your toast - but you need to leave that bad day behind you. Stressing out too much about things we can’t control will affect our productivity and the way we communicate with others. Emotions can change our tone, and we can end up lashing out on someone who has nothing to do with the situation. If you’re having a bad day, be extra careful in your communication. The movie Inside Out - her brain is commanded by different characters or emotions - things went crazy when anger or sadness took the wheel. Try your best to use logic over emotion, as we tend to say things we don’t mean or make rash decisions when we are stressed or upset.
- What are some sticky situations we can run into with communication? What about bad news? No one likes giving it and no one likes giving it, but unfortunately, it happens. There is a gentle art to delivering it, and that is to always deliver it in person, with a phone call being the worst case scenario. Never text or email someone bad news. Get to the point and don’t sugarcoat it. Have empathy and offer help - some people take bad news very hard - say, we have to let you go because we are downsizing, but we want to help you find another position within the district or the area. If you are receiving bad news, be calm, take time to process it, ask if there are any alternatives or resources, and do not burn bridges! Handling Angry Parties - sometimes we deal with an upset kid, or an angry parent. Address the situation thoughtfully, respectfully and patiently. Listen to the other side completely before responding. Calmly and logically craft and deliver an explanation or counter-argument - I understand you are upset about our policy on charging meals, but this policy is in our handbook that is sent home at the beginning of the year - Offer to have a meeting with the person in private to discuss further (confrontation in public can be humiliating and unncecessary) Reprimanding - remember communication is key in resolving conflicts. We can try our best to avoid it but sometimes it’s unavoidable. Don’t start unncessary drama, and stay out of it if it isn’t your business. If you’re directly involved, take a step back, breathe and think about it. Try to see things from the other person’s perspective. Express your own opinions - respectfully Try to find middle ground. Get help if needed.
- You’re probably working with a diverse group - people from different backgrounds, different ages, races, ethnicities, genders (click click click) You should take these differences into consideration. *click* Why did I put this photo here? What does this mean? Two, or peace. But in Britain and Australia - the backwards peace sign means the middle finger. What about the thumbs up? It’s all good. Well in Thailand and any Muslim country, this is a very offensive gesture. Be mindful of these things, even if they are harmless. Respect each other’s religious differences when it comes to apparel, practices or rituals, dietary needs - or if someone is gluten free or vegan - respect them and make sure they are included in celebrations. Also, no foul language! What does this mean? Stay away from swear words, and words that are hurtful like gay and retarded. I’m a big advocate for not using these words as synonyms for “stupid” because they aren’t. Broaden your vocabulary! Find other words.
- Who are some of the people you communicate with on a regular or a semi-regular basis in a school nutrition program? Can you speak to all of these different groups in the same way?
- Parents - When you’re communicating with parents, be respectful. They rely on you to feed their children the nourishing food they need to facilitate better learning. Really listen to their concerns. Sometimes parents are angry - be calm with them and explain your side. State Agencies - should we bat our eyes and fake laugh at all their jokes? There’s no need to roll out the red carpet, but be professional and be prepared. Answer all of their questions honestly. If you’re unclear about certain expenses, new policies, or information in the handbook, call and ask for interpretation. Stay informed about application processes, and what all is needed for pre-audit. If your state has opted for a statewide policy, communicate with your state agency about implementation. Students - Speak to them at a level they understand. Be positive! Smile. Be assertive, but don’t be grumpy. School can be tough, and maybe they are having a bad day. If you see them looking sad or stressed, tell them you hope they have a good day. It could really turn it around for them. Staff - These are your friends! This is your team. Treat them that way - no matter their position, don’t be condescending. Keep everyone in the loop. Get to know them. Come up with code words. Check in with them. Offer help. Administrators - They are here to help, so develop good relationships with them. Speak to them respectfully. Let them know any challenges you’re facing, and listen carefully to any changes they are planning to make. Collaborate with them and keep them in the loop. They’re a valuable resource!
- Nobody wants to work with a Grinch! (click) lunch lady ain’t happy Everything starts with a positive attitude. Click Bad things are going to happen - conflict, bad news, unexpected issues - you have to learn to roll with the punches and try to see the best in everything Click One bad apple can spoil the whole bunch - bad attitudes are contagious - just like good attitudes can be! You are often the first person these kids or team members interact with in the morning. Fake it until you make it. Be that positive light for them first thing in the morning, and it will set them up for a day of positivity.
- Baby boomers and millennials are starting to work together more often, especially in this industry. Someone tell me who the baby boomers are. What about millennials? We have those who have been in school nutrition for several years and thinking about retirement, and the young guns who are fresh out of school and ready to start their careers. (click) Away message differences By 2020, almost half of the workforce will be made up of millennials. What can they bring to the table? (read values) - They have potential. They can offer fresh ideas and perspective, they can work hard under pressure or when motivated, they are digital natives, they have intense focus, they want to see the world become a better place for their future families. Baby boomers - they have experience. Their brains are wired for what works, and what has worked for decades. They have wisdom. They’re not the best with technology but they’re willing to learn. They want to see the world a better place for their children and grandchildren. The great thing is that they can make a great team - if there is any way to set up a mentor program, do it. Millennials want mentors and baby boomers want to pass along what they’ve learned.
- How many bosses are in here? This message is for you. Set up an onboarding process that facilitates cooperation. Don’t just introduce the new guy or gal to everyone on the first day - help them to understand what each person does and what their daily responsibilities look like. Read chart. Surprise your staff with a snack or a free lunch once in a while to show them that you appreciate them. Also, think about hosting a get together where everyone can contribute and socialize outside of the work setting.
- When messages need to be communicated, there are different ways we can do it.
- Let team members focus on what they do best, and let them be themselves. Maybe someone is good with food chopping, or handling angry parties, dealing with the media, food presentation, documentation, POS. Let them do what they do best, and let them show others the best practices. Click Lunch and Learn opportunities are a great way to facilitate cooperation. Once a month or even once a week, have a team member give a short presentation about a skill or strategy they know. It can be a culinary demonstration, something about their culture. You’re not only learning a valuable skill, you’re also learning more about the presenter. Click Remember that people have different personalities. And that’s okay. Respect their differences. Give them space. Don’t take it personally. Some people are huggers - other’s aren’t.
- Two Truths and a Lie Interview - teach the team about the person you interview, and teaches important lesson on being careful about what you post Attend conferences as a team - you’re not only furthering your education, but also traveling together, eating together and maybe sightseeing. Jenga in our office - a fun, friendly competition Bell or gong - ring when something good happens. A big sale, increased participation by X percent, pulled off a big event - people will want to get involved and congratulate one another for these achievements.
- Music to lighten the mood Dress up days - decade days, themes click or wacky tie, earring or sock days. The kids will love it and it will break up the monotony. Celebrate birthdays, holidays like Christmas and Halloween, but why stop there? National Calendar - every month and day has something tied to it. (Everyone gets a pecan sandie!) Find ways to celebrate these days in your program.