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The Veritas Group Comunications Workshop


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The Veritas Group Communications Workshop

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The Veritas Group Comunications Workshop

  1. 1. Creating Communication in Organizations and Work Teams <ul><li>IFMA </li></ul><ul><li>January 25, 2011 </li></ul><ul><li>Presented by </li></ul><ul><li>Ariane David, PhD </li></ul><ul><li>Managing Partner </li></ul><ul><li>THE VERITAS GROUP </li></ul><ul><li>Senior Lecturer </li></ul><ul><li>California Lutheran University </li></ul><ul><li>[email_address] </li></ul>
  2. 2. Communication or “What it takes to be part of the clan.” <ul><li>Two aspects of communication </li></ul><ul><ul><li>Interpersonal </li></ul></ul><ul><ul><li>Nuts and Bolt </li></ul></ul>
  3. 3. Interpersonal Communication or “How I learned to Love the Soft Fuzzy Stuff” <ul><li>Influencers of interpersonal communication </li></ul><ul><ul><li>Perception </li></ul></ul><ul><ul><li>Intent/Willingness </li></ul></ul>
  4. 4. <ul><li>Perception </li></ul><ul><li>(the crazy story of the crazy man) </li></ul>
  5. 7. <ul><li>So what’s going on? </li></ul>
  6. 8. Why do we perceive what we do? <ul><li>Different mental models including values, attitudes, beliefs, experiences </li></ul><ul><li>Different needs/goals </li></ul><ul><li>Different information </li></ul><ul><li>Based on what we think we see/hear, or </li></ul><ul><li>Different sources of information </li></ul><ul><li>Different interpretation </li></ul><ul><li>Language </li></ul><ul><li>Meaning </li></ul>
  7. 9. <ul><li>Intent/Willingness </li></ul><ul><li>(choosing to “see”) </li></ul>
  8. 12. Ask: What am I NOT seeing.
  9. 13. The only thing I can be certain of is this is the way I perceive it . It’s never EITHER / OR. It’s always BOTH.
  10. 14. Why do we “intend” not to communicate? <ul><ul><ul><ul><ul><li>Our attitudes trump our ability to see </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Our willingness is not we “look” through the other’s window </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>We have a need to validate our own mental model </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>BLAME trumps communication </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>We misunderstand impact vs. intentio ns </li></ul></ul></ul></ul></ul>
  11. 15. Impact vs. Intentions: the dilemma <ul><li>We judge others by the impact they have on us, </li></ul><ul><li>We assume the worst </li></ul><ul><li>We blame them </li></ul><ul><li>We blame their failures on them not circumstances </li></ul><ul><li>but </li></ul><ul><li>We judge ourselves by our intentions! </li></ul><ul><li>We judge ourselves more kindly </li></ul><ul><li>We often don’t see the damage we do </li></ul><ul><li>We blame circumstances for our own failures </li></ul>
  12. 16. Impact vs. Intentions: the answer <ul><li>Never assume you know the other’s intentions </li></ul><ul><li>Look at their actions not your judgments about them </li></ul><ul><li>Look for alternative explanations for their actions </li></ul><ul><li>Look at the impact you had on them </li></ul><ul><li>Take responsibility for your impact even if your intentions were good </li></ul><ul><li>Good intentions don’t fix a bad impact! </li></ul>
  13. 17. <ul><li>Listen first </li></ul><ul><li>… then </li></ul>
  14. 18. <ul><li>Listen first </li></ul><ul><li>… then </li></ul><ul><li>Listen some more </li></ul>
  15. 19. <ul><li>Listen first </li></ul><ul><li>… then </li></ul><ul><li>Listen some more </li></ul><ul><li>Nice idea, but what does it take in order to be able to listen? </li></ul>
  16. 20. Virtues of a Good Communicator <ul><li>Humility </li></ul>
  17. 21. Virtues of a Good Communicator <ul><li>Humility </li></ul><ul><ul><ul><ul><ul><li> Curiosity </li></ul></ul></ul></ul></ul>
  18. 22. Virtues of a Good Communicator <ul><li>Humility </li></ul><ul><ul><ul><ul><ul><li> Curiosity </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li> Courage </li></ul></ul></ul></ul></ul>
  19. 23. Virtues of effective an communicator <ul><li>Be humble. Realize you may not know everything that’s going on </li></ul><ul><li>  </li></ul><ul><li>Be curious . Knowing that you don’t know, have the desire to find out </li></ul><ul><li>Be courageous. Act according to what you find out </li></ul><ul><li>The purpose of listening is to understand </li></ul><ul><li>not to see where you agree or disagree </li></ul>
  20. 24. “ How-to” guide to effective interpersonal communication <ul><li>What to do before you communicate </li></ul><ul><li>How to listen </li></ul><ul><li>How to speak </li></ul>
  21. 25. <ul><li>Before you communicate </li></ul>
  22. 26. Before you communicate <ul><li>Know your goal </li></ul><ul><li>Question your own thinking: trade certainty for curiosity </li></ul><ul><ul><li>Focus on behaviors and/or results </li></ul></ul><ul><ul><li>Look for evidence that your perception might be wrong </li></ul></ul><ul><ul><li>Question what you think you know about others </li></ul></ul><ul><ul><li>Question your own underlying assumptions </li></ul></ul><ul><ul><li>Explore all possible reasons for their behavior </li></ul></ul><ul><ul><li>Be open to differences of opinion </li></ul></ul>
  23. 27. Before you communicate cont. <ul><li>De-personalize </li></ul><ul><li>Separate the impact on you from the other’s intention </li></ul><ul><li>Be fair </li></ul><ul><li>Look at your impact and contribution </li></ul><ul><li>Focus on understanding </li></ul><ul><li>Lose the blame </li></ul>
  24. 28. <ul><li>How to listen </li></ul>
  25. 29. How to LISTEN <ul><li>Know your goal. </li></ul><ul><li>Notice what you’re feeling. </li></ul><ul><li>Be curious and listen to understand. </li></ul><ul><li>Clarify and ask questions. </li></ul><ul><li>Acknowledge and reframe. </li></ul><ul><li>Ask if the other has a request. </li></ul><ul><li>Pay attention to the non-verbal cues you’re conveying.   </li></ul><ul><li>If you’re having difficulty getting through to someone, </li></ul><ul><li>listen harder! </li></ul>
  26. 30. <ul><li>How to speak </li></ul>
  27. 31. How to SPEAK <ul><li>Know your goal. </li></ul><ul><li>Notice what you’re feeling. </li></ul><ul><li>Be ready to listen first. </li></ul><ul><li>Briefly describe the situation but don’t include your judgments </li></ul><ul><li>Use non-blaming statements to describe the impact on you. </li></ul><ul><li>Take responsibility for your contribution . </li></ul><ul><li>Make your request . </li></ul><ul><li>Ask for feedback . </li></ul><ul><li> Pay attention to the non-verbal cues you’re conveying . </li></ul>
  28. 32. Some communication nuts and bolts <ul><li>Meeting and discussion protocols </li></ul><ul><li>Communicating through organizational change </li></ul><ul><li>Writing and presenting to any size group </li></ul>
  29. 33. <ul><li>Meeting and discussion protocols </li></ul>
  30. 34. Meeting and discussion protocols Facilitator <ul><li>Send out pre-reads </li></ul><ul><li>Have an agenda and stick to it (meeting leader) </li></ul><ul><li>Hold all team members to a strict time limit </li></ul><ul><li>Don’t allow one person to monopolize </li></ul><ul><li>Actively involve people </li></ul><ul><li>Summarize the discussion </li></ul><ul><li>Recap action items </li></ul><ul><li>End on time (or be hated!) </li></ul>
  31. 35. Meeting and discussion protocols All participants <ul><li>Don’t interrupt </li></ul><ul><li>Assume the other’s intentions are as honest as your own </li></ul><ul><li>Assume that the other is telling the truth from her/his point of view </li></ul><ul><li>Do not argue over details </li></ul><ul><li>Approach the discussion with utmost respect for all </li></ul><ul><li>Speak openly and honestly </li></ul><ul><li>Remember it’s only your point of view </li></ul><ul><li>Speak without blame or accusation, guilt or shame </li></ul>
  32. 36. <ul><li>Communicating through organizational change </li></ul>
  33. 37. Communication through organizational change <ul><li>Information:  down and up </li></ul><ul><li>  </li></ul><ul><li>Build support and enthusiasm for the project: excitement; involvement; thanks </li></ul><ul><li>  </li></ul><ul><li>Prepare for next phase by enrolling people: gratitude; testimonials </li></ul><ul><li>  </li></ul><ul><li>Create employee loyalty by communicating meaning </li></ul><ul><li>  </li></ul>
  34. 38. <ul><li>Writing and presenting </li></ul>
  35. 39. Writing and presenting: purpose <ul><li>What is the purpose? </li></ul><ul><li>What do I want to achieve? </li></ul><ul><li>What do I want not to happen? </li></ul>
  36. 40. Writing and presenting: information <ul><li>Know what you want to say BEFORE you begin </li></ul><ul><li>Say/write who, what, when, where, how </li></ul><ul><li>Say it concisely but completely </li></ul><ul><li>For “one-on-ones” (especially with your boss) with come with notes! </li></ul><ul><li>Say it in as few words as possible, then cut it down some more! </li></ul>
  37. 41. Writing and presenting: delivery <ul><ul><li>Introduction: give a brief background to introduce the subject. </li></ul></ul><ul><ul><li>Discussion: provide information concisely and completely. </li></ul></ul><ul><ul><li>Make your point/request </li></ul></ul><ul><ul><li>In the case of a problem offer a solution and explain how you would implement the solution. </li></ul></ul><ul><ul><li>Plan follow-up as necessary </li></ul></ul><ul><ul><li>Summarize </li></ul></ul><ul><li>Keep notes </li></ul>
  38. 42. ? Ariane David [email_address] Additional Information The Veritas Group