Effective Business Communication


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Effective Business Communication

  1. 1. Communication Dr. Daniel Crosby www.doctordanielcrosby.com daniel@doctordanielcrosby.com
  2. 2. About Daniel Married to Katrina and father to Charlotte (16 mos.). Huntsville native recently returned. Baseball fanatic and mediocre guitar player. Interested in why people do what they do and how businesses can get them to do more of what is good for business in a way that is personally meaningful.
  3. 3. Who Cares? Average salary - $5,000 Benefits/Overhead ( x2) - $10,000 Days in a month (/20) - $500 Hours per day (/8) - $62.50 Minutes per hour (/60) - $1.04
  4. 4. Who Cares? ATL Memo - $1.04 x 5 x 175 = $910 GT USA - $1.04 x 5 x 5,000 = $26,050 How does GT mis-communicate? What’s the cost of mis-communicating an idea? Gossiping? Misunderstanding? Stress? Don’t forget the cost of big mistakes!
  5. 5. Communication 101 Be Honest Be Nice Be Responsib le
  6. 6. Be Honest
  7. 7. The Five Dysfunctions of a Team Results Accountability Achieving Commitment Unfiltered Dialogue Lack of Trust
  8. 8. Building Trust No characteristic is more important, or more rare Predictive Trust - ability to predict one another’s behavior given history of interaction Vulnerability-based Trust - comfort being as open about failures, weaknesses, and fears, as strengths and successes
  9. 9. Vulnerability-Who Cares? “Vulnerability-based trust is predicated on the simple-and practical-idea that people who aren’t afraid to admit the truth about themselves are not going to engage in the kind of political behavior that wastes everyone’s time and energy, and more importantly, makes the accomplishment of results an unlikely scenario.” – Patrick Lencioni
  10. 10. Marshmallow Challenge Choose a team name based on a shared experience, belief, or value (no cheating with obvious things like gender or location) Design a coat of arms Choose a team motto
  11. 11. Marshmallow Challenge Tools: 20 sticks of spaghetti, tape, string, marshmallow Goal: Build the tallest free-standing structure possible Trick: Marshmallow must go on top Time: 18 minutes Remember, practice total trust and honesty in your communication and participation.
  12. 12. Marshmallow Challenge Results Who’s the best? B-school students, lawyers, CEO’s, CEO’s with assistants, architects, kindergarten students Average height=20 inches B-school – 10 inches Lawyers – 15 inches CEO’s – 21 inches; 30 inches w/ assistants Kindergarteners- 28 inches Architects – 39 inches
  13. 13. Trust and Marshmallows What accounts for these seemingly odd results? Why are K-students so skilled? Why are B-school students so bad? What accounts for the drastic uptick in CEO performance when assistants are present?
  14. 14. Business School Approach Orient Politick Jockey for Power Build TA-DA! Uh oh… Crisis
  15. 15. Kindergarten Approach Orient Participation without politicking No time spent posturing Lots of prototypes-not afraid to try and fail Build TA-DA! Taller AND more creative!
  16. 16. Be Nice
  17. 17. Prisoner’s Dilemma What is the best communal outcome? How does this play out over time? …if the other initially confesses? …if the other initially remains silent?
  18. 18. RECIPROCATION People return kindness for kindness, and malice for malice Transcends cultures, allows us to build societies
  19. 19. Mom was right… You do “catch more flies with honey.” Reciprocation is identified as one of the six things most predictive of whether or not someone will be persuaded to do things your way. The variable that best predicts the ultimate outcome of a conversation is how it starts. Visualize the end from the beginning.
  20. 20. Be Responsible
  21. 21. Why are Atlantans such bad drivers? Why do you drive poorly?
  22. 22. Observer Bias Fundamental Attribution Error – we account for others’ behavior in terms of fixed, immovable traits and account for our own behavior with greater context. Us to Them – “(S)he’s a bad driver because he’s an idiot. Us to Us – “I’m not a bad driver, I just had a long day at work.”
  23. 23. FAE at Work Why are you sometimes late for work? What about your colleagues? Why do you receive praise and recognition? Your coworkers? How do you communicate with someone who messes everything up and chances into every good thing that happens to them?
  24. 24. Self-Deception Generous Thought RationalizationScapegoating Mistreatment
  25. 25. Self-Deception To whom are you “in the box”? Know anyone who could really use this information? How do we get “out of the box”? – accept personal responsibility, allow others to be different than we have seen them previously (confirmation bias), act on generous feelings, fake generous feelings in the meantime Power of Labels – Rosenhan study, school study
  26. 26. Lived Learning Engage in “unfiltered dialogue” at work on a topic around which you might normally hesitate to contribute. Monitor the starting point of your next heated conversation. Make an effort to begin or return it to a point conducive to a positive outcome. Identify a personal weakness that you may project onto others at work. What might you do to work on this? Determine a person at work to whom you are “in the box.” How might your perception of them negatively impact your communication. How might treating them better provide a better outcome?