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High-Performance Communication, August 2014
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High-Performance Communication, August 2014

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Slides from a video-conference on High-Performance Communication with a distributed management team.

Slides from a video-conference on High-Performance Communication with a distributed management team.

Published in: Business
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  • You're very welcome, Rita. Glad you found it helpful! And it is a really great photo, isn't it? I find almost all of my images on Flickr, which is why I try to be so scrupulous about crediting the photographer and linking back to each image's Flickr page--such a great resource. Thanks again!
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  • Ed, THANK YOU for your generous sharing of rich presentation ideas (and graphic narratives) especially regarding feedback. It's one of my favorite topics and I plan to upload my fast feedback presentation in the near future. I especially like your high-flying cover slide on this presentation as I'm also a private pilot. Kind regards, Rita
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  • 1. High-performance communication Photo by Andres Rueda [link] Ed Batista August 4, 2014
  • 2. Photo:SethAnderson Who am I? Executive coach Instructor @ Stanford GSB www.edbatista.com HBR Guide to Coaching Your Employees
  • 3. Discussion #1 Today’s headline The simplest feedback model Feelings The net Photo by Lee Nachtigal [link]
  • 4. The headline Feedback = essential for learning But also stressful So create safety By criticizing with skill & expressing more appreciation Photo by Garry Knight [link] Read More
  • 5. The simplest When you do [X], I feel [Y]. feedback model Photo by Ed Yourdon [link]
  • 6. The simplest When you do [X], I feel [Y]. feedback model
  • 7. Feelings Disclosing feelings = vulnerable But feelings  influence And vulnerability  closeness Comfort with discomfort Photo by Rebecca Krebs [link]
  • 8. The net David Bradford How to improve communication? Photo by The Mighty Tim Inconnu [link] Read More
  • 9. The net Me You Your response My behavior My intention
  • 10. The net Stay on our side of the net Focus on observed behavior Disclose our response When you do [X], I feel [Y].
  • 11. Discussion #2 5 levels Hierarchy of needs Safety, trust, intimacy Social threat SCARF model Photo by Lee Nachtigal [link]
  • 12. 5 levels Photo by Rita Willaert [link] Richard Francisco In what ways do we communicate? Increasing levels of difficulty, risk & learning
  • 13. 5 levels1: Ritual 2: Extended Ritual 3: Content 4: Feelings About Content 5: Feelings About Each Other Photo by Rita Willaert [link]
  • 14. 5 levels 5: Feelings About Each Other Hardest Riskiest Most powerful for feedback Photo by Rita Willaert [link]
  • 15. Hierarchy of needs Photo by Wilhelm Joys Anderson [link] Abraham Maslow What motivates us as human beings?
  • 16. Hierarchy of needs Photo by Wilhelm Joys Anderson [link] Physiological Safety Love & belonging Esteem Self-actualization
  • 17. Hierarchy of needs Photo by Wilhelm Joys Anderson [link] Parallels in groups & relationships
  • 18. Hierarchy of needs Photo by Wilhelm Joys Anderson [link] Psychological safety, trust & intimacy Experiments, risk-taking & vulnerability Learning, self- awareness & change In groups & relationships…
  • 19. Safety, trust, Photo by Carly Lesser & Art Drauglis [link] intimacy Read More
  • 20. Safety, trust, intimacy Safety = I won’t get hurt Trust = I believe you & you believe me Intimacy = We can make the private public
  • 21. Safety, trust, intimacy Feedback can create these qualities But there’s a problem…
  • 22. Can I give you Photo by Robbie Grubbs [link] some feedback?
  • 23. Feedback and Photo by Mykl Roventine [link] social threat
  • 24. Threat response aka “Fight, flight or freeze” Physiological Photo by State Farm [link]
  • 25. Threat response aka “Fight, flight or freeze” Emotional Photo by State Farm [link]
  • 26. Threat response aka “Fight, flight or freeze” Cognitive Decision-making Problem-solving Collaboration Photo by State Farm [link]
  • 27. Social threat (Some) social situations ≈ Physical threats Many times/day Most common location?
  • 28. Social threat Physiological/emotional response plus… Cognitive impairment Decision-making Problem-solving Collaboration Photo by Heisenberg Media [link]
  • 29. Social threat Result? Massive communication failure We give feedback ineffectively We receive it poorly Photo by Heisenberg Media [link]
  • 30. Photo by Andrew Vargas [link] SCARF model Read More David Rock What social situations trigger a threat response?
  • 31. Photo by Andrew Vargas [link] SCARF model David Rock What social situations trigger a threat response? How can we minimize the risk of social threat? How can we create safety?
  • 32. SCARF model Status Certainty Autonomy Relatedness Fairness Read More
  • 33. Photo by Andrew Vargas [link] Use the model When giving feedback… Be mindful of status Minimize uncertainty Maximize autonomy Build the relationship* Play fair*
  • 34. Use the model When getting feedback… Cultivate in-the-moment awareness Recognize our threat response Manage our emotions Slow things down
  • 35. Discussion #3 Relationships The net (again) Mindset Soft start Photo by Lee Nachtigal [link]
  • 36. Photo by Harsha KR [link] Relationships John Gottman What characterizes successful relationships? Read More
  • 37. Relationships Feeling known by the other A culture of appreciation Responding to “bids” Mutual influence
  • 38. The net Photo by The Mighty Tim Inconnu [link] (again)
  • 39. The net How to improve communication? How to minimize defensiveness? How can we play fair? Photo by The Mighty Tim Inconnu [link]
  • 40. The net Me You Your response My behavior My intention
  • 41. What I know Me My intention My behavior
  • 42. What I don’t You Your response
  • 43. What you know You Your response My behavior
  • 44. What you don’t Me My intention
  • 45. Use the model Stay on our side of the net Focus on observed behavior Disclose our response When you do [X], I feel [Y].
  • 46. Use the model Intent ≠ impact My intention doesn’t guarantee your response Impact ≠ intent Your response wasn’t necessarily my intention
  • 47. Use the model Result? Lower risk of social threat Less chance of defensiveness Increased sense of fairness
  • 48. Carol Dweck How do we feel about our abilities? How do we feel about our mistakes? Mindset Photo by Tuomas Puikkonen [link] Read More
  • 49. Talent & intelligence are inherent traits Mistakes are failures or character flaws Negative emotional response to mistakes Talent & intelligence can be developed Mistakes are learning opportunities Pay close attention to mistakes & learn more Fixed Growth Mindset Read More
  • 50. Soft start Photo by Phil McElhinney [link] Not like this
  • 51. Soft start Photo by OakleyOriginals [link] Like this
  • 52. Soft start Begin with positive intent (But don’t bullshit) Emphasize mutual goals Be mindful of your stress Read More
  • 53. To sum up Build safety, trust & intimacy Use the models Minimize social threat Less stressful feedback More learning Photo by Pranav Yaddanapudi [link]
  • 54. Challenge yourself Photo by Daniel Oines [link]
  • 55. Photo by Alex Eflon [link] Thank you!
  • 56. Building a Feedback-Rich Culture HBR Guide to Coaching Your Employees My background & coaching practice: www.edbatista.com/about.html Contact me: www.edbatista.com/contact.html For more info…

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