The 12 Keys to Exceptional Face-to-Face Communication

©2008 J.W. Webb, Inc. What Are the Face-to-Face Communication Responsibilities of Site Managers? Communicating a vision—providing direction Establishing performance and behavioral standards and expectations Reviewing work products of your direct reports Agreeing on a path forward Design or planning sessions 1:1 coaching sessions Communicating new policies, procedures and initiatives Interviewing a candidate for a position or role Onboarding a new team member List continued on next slide

©2008 J.W. Webb, Inc. What Are the Face-to-Face Communication Responsibilities of Site Managers? (cont.) Proposing or selling an idea or concept Asking for feedback Pre-presenting a presentation Resolving a con ict Talking to a peer who isn't keeping commitments Talking to a colleague who is hoarding information or resources Giving an unfavorable performance review Giving the boss feedback about his or her behavior And others…

©2008 J.W. Webb, Inc. What is the Current Site Communication Environment? Frequent reorganizations Highly matrixed organization Unclear accountabilities Continuous launch of new become better at everything initiatives Greater diversity than ever electronic communication Intense competitive pressure mediums do more with less people much before you do things (real or perceived)

©2008 J.W. Webb, Inc. Behind the Numbers They Want More Feedback Employees value regular feedback from superiors. A 2006 study by Jack Morton Worldwide, found that 67% of employees are dissatisﬁed with the quality and frequency of feedback they get from their bosses. Of that number, 31% bluntly stated that their management doesn't communicate with them oen enough.

©2008 J.W. Webb, Inc. Development of the 12 Keys Began with the Identification of the Major Inherent Barriers Opposing Effective Interpersonal Communication Filtering (sender) Emotions / Mood Individual Perception / Value Judgment Defensiveness Information Overload Language / Jargon Cultural Di erences

©2008 J.W. Webb, Inc. Prepare a Strategic Approach What communication style and approach does the individual best respond to? Where should the communication take place? What are the timing considerations?

©2008 J.W. Webb, Inc. NEGATIVE Non-Verbal Signals These are often perceived as negative: 1. Fidgeting 2. Fiddling with pens, etc. 3. Checking e-mail 4. Rolling your eyes 5. Glancing at your watch 6. Yawning 7. Doing things other than being focused in the discussion

©2008 J.W. Webb, Inc. POSITIVE Non-Verbal Signals These are often perceived as positive: 1. Steady eye contact 2. Smiles, nods 3. Changing expressions 4. Eliminating background distractions 5. Not allowing interruptions 6. Actively listening

©2008 J.W. Webb, Inc. Clearly Articulate the Topics & Objectives (cont.) Clearly and succinctly articulate the one or more SPECIFIC topics Clearly and succinctly articulate the one or more SPECIFIC objectives Conﬁrm that topics and objectives are understood

©2008 J.W. Webb, Inc. How Much Context is Needed? 1. Enough information for the individual to suﬃciently understand the topic environment 2. Enough information to prepare the individual to respond in accordance with your aims

©2008 J.W. Webb, Inc. When caught up in a difficult conversation, it's diﬃcult to comprehend what's really going on and why. When a discussion turns stressful, we oen end up doing the opposite of what works.

©2008 J.W. Webb, Inc. Accepting Criticism 1. Listen with an open mind 2. Park your ego outside the discussion 3. Don't react defensively 4. Restate the criticism you think you hear 5. Ask clarifying questions 6. Don't raise your voice

©2008 J.W. Webb, Inc. Connect the Dots & Finish What You Started Make important connections between elements of the communication Tie it all together into a coherent package (summarize) Ensure mutual understanding of critical outcomes Get conﬁrmation of whether you’ve achieved your objectives

©2008 J.W. Webb, Inc. How Can the 12 Keys Help You Overcome the Inherent Barriers to Effective Communication? Filtering (sender) Defensiveness Information Overload Emotions / Mood Language / Jargon Individual Perception / Value Judgment

The 12 Keys to Exceptional Face-to-Face Communication

by Mark Womack on Apr 14, 2009

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