This TMA World (www.tmaworld.com) Webinar identifies the key challenges to communicating in a virtual environment and outlines best practices in two specific areas.

1. Wednesday 17th November 2010
David Smith
Effective Virtual Communication

2. TMA World is a leader in developing talent for the
global workplace. Across 35 countries we apply
a blend of experiential workshops and e-learning
methodologies to enable individuals at all levels to
lead and collaborate across distances and difference:
• Develop leaders - who possess appropriate global mindsets and competencies
• Engage global teams - to collaborate seamlessly and support international growth
• Achieve consistency - across cultures, methodologies and management
• Harmonize cross-border relationships - both internally and externally
• Unify your people - to enable the free flow of ideas and skills globally
To find out more about how we can help you address your learning and development
challenges, please contact us at enquiries@tmaworld.com or visit our website
www.tmaworld.com
London Princeton Bangalore Singapore Hong Kong Moscow
© Transnational Management Associates Ltd 2010 2

3. Today’s objectives
Key challenges in communicating virtually
Discuss the pro’s and con’s of different communication
technology and tools
Outline best practices for generating mutual
understanding across distance
© Transnational Management Associates Ltd 2010 3

4. Challenges - Communicating in a virtual world
© Transnational Management Associates Ltd 2010 4

5. Using technology & tools wisely
• Audio Conferencing Reflect on the technologies and
• Video Conferencing tools you use.
• Web Conferencing
• Secure File Sharing Consider their:
• SharePoint  Strengths
• Email
 Limitations
• Instant Messaging tools
 Best Used For
• Knowledge Network Site
• Community Handbook
• Country Fact Sheets
© Transnational Management Associates Ltd. 2010. 5

6. Technology and Behaviour
Real-Time
Interactive 
 E.g., WebEx
E.g., IM, VoIP Meetings, Audio and
Video Conferencing
• Engagement
Simple Complex
Collaboration
• Cohesion Collaboration
• Clarity

 E.g., SharePoint, Wikis,
E.g., email Threaded Discussions
Delayed-
Time
Interactive
© Transnational Management Associates Ltd 2010 6

7. Using technology to facilitate communication
Cooperation/Lack Of
• People using audio/video/computer-mediated communication tend to
agree more with people in their own location, and less with others
Negative Impressions
• Negative impressions of others more likely in audioconferencing than
other technologies
Polarizations
• When people communicate via technology, opinions tend to become more
polarized
Risk
• People participating in audio/video/computer-mediated communication
tend to adopt opinions that are riskier
Social Sensibility
• Communicating virtually, some people increase bluntness and candor.
Can lead to increased conflicts (flaming) or passive-aggressiveness
© Transnational Management Associates Ltd. 2010. 7

8. Communicating effectively: email
Appropriate Use
Specific and Relevance
Use of Subject Line
Attachment or URL
Short, Clear & Precise
Respond promptly, but think and reflect
Be professional – consider humour and
sarcasm
Keep e-mail organised
© Transnational Management Associates Ltd 2010 8

9. Communicating effectively: virtual meetings
Why do many online meetings fail to achieve their intended
objectives?
• Engagement and Participation levels
• Not creating an engaging visual experience
• Basic meeting fundamentals not followed
• Not making the necessary arrangements
• Technical or communication issues
• Ease of Use – technology platform
• Following through after the meeting
• Bad listening habits
© Transnational Management Associates Ltd 2010 9

10. Communicating effectively: virtual meetings
Make a distinction between different types of on line
engagement by using clear ‘definitions’
Virtual Meetings
• Informal but facilitated discussion around a structured agenda
• Free for all - spontaneous engagement as required
Virtual Briefings
• Semi formal ‘information giving and receiving’
• Opportunities for discussion, clarifying questions, and
summarising at key points
Virtual Presentations
• Formal information ‘transmission’
• Q&A only at the end
© Transnational Management Associates Ltd 2010 10

11. Maintaining shared understandings
across distances
• Making virtual communications clear and simple
• Using communication and collaboration technologies effectively
• Responding quickly to emails, voicemails, etc.
• Checking that you accurately understand one another
• Communicating feelings, thoughts, and actions
© Transnational Management Associates Ltd 2010 11

12. Virtual communication best practices
1. Make sure the right information is 9. Develop shared protocols for using
getting to the right people at the right communication methods most
time and in the right format effectively, e.g., e-mail,
2. Role model constructive communication teleconferences
3. Communicate one-on-one and not just 10. Develop consensus on shared
with the whole team. Ask how people protocols for different types of
are doing, and offer support communication, e.g., verbal, written
4. Encourage social networking and 11. Encourage learning conversations
spontaneity (dialogues) not unproductive debates
5. Role model making explicit and precise 12. Provide frequent and timely
what is often assumed information and feedback
6. Develop a meeting schedule to create a 13. Establish a team ‘memory bank’ (e.g.,
‘communication rhythm’ on the team on Sharepoint) as a key reference
point
7. Develop agreements on a meeting
process (Before, During and After), and 14. Make decision making processes and
meeting protocols, e.g., turn-taking outcomes clear
8. Recognize the strengths and limitations
of available communication
technologies, and select the right
technology for the right job
© Transnational Management Associates Ltd. 2010. 12

13. THANK YOU FOR
PARTICIPATING TODAY
Please visit our website
www.tmaworld.com
Stay in touch!
Contact us at enquiries@tmaworld.com
or David directly at dsmith@tmaworld.com
© Transnational Management Associates Ltd. 2010. 13

14. TMA World Publications
Written by Terence Brake, President, TMA World-Americas http://virtualteamwork.blogspot.com
Where In The World Is My Team? Making a success of your virtual THE FUTURE OF VIRTUAL
global workplace TEAMWORK &
‘Where In The World Is My Team? Making a success of your virtual global COLLABORATION
workplace’ addresses the issues of ‘Sanity, Survival and Success in Global
Teams’. Tools, theories and concepts are introduced to help businesspeople The work revolution is here and
working internationally to understand and develop the competencies required to
now! This blog builds on the
manage and lead global teams.
work of my new book -
Where in the World is My Team?
The Global Leader: Critical Factors For Creating The World Class
by discussing the latest thinking
Organization
on virtual teamwork and
Globalization may have become a cliché, but that doesn’t make it any less real or
any easier to achieve and sustain. Global competitiveness requires continuous collaboration. Enjoy!
attention to core capabilities. ‘The Global Leader’ addresses one of the most
critical capabilities needed for winning in this new business environment: a
company’s ability to develop global leaders throughout its organization.
Managing Globally
‘Managing Globally’ is a practical, self-help guide to help you develop key
management skills for working with other cultures. Packed with essential tips and
advice you will learn how to adapt to different working practices, from
overcoming language barriers, making presentations and carrying out
negotiations to working in global teams and managing conflict.
Manager's Handbook
A comprehensive guide to learning key management skills, understanding core
business concepts, and planning a successful career, ‘Manager's Handbook’ is
both an introduction for new managers and an up-to-date reference for
experienced managers and those working in new businesses.
© Transnational Management Associates Ltd. 2010. 14

15. TMA World
London 180 Piccadilly London W1J 9HF
Tel: +44 (0)207 917 2784
Princeton 116 Village Boulevard Suite 200 Princeton New Jersey USA 08540
Tel: +1 609 951 2268
Bangalore Level 9 Raheja Towers 26-27 Mahatma Gandhi Rd Bangalore 560 001
Tel: +91 80 41 800978
Singapore 35th and 36th Fl UOB Plaza 1 80 Raffles Place Singapore, 048624
Tel: +65 6248 4762
Hong Kong One International Finance Centre 1 Harbour View Street
Tel: +852 2166 8069
Moscow Regus Capital Plaza 4th Lesnoy Pereulok 4 Moscow 125047
Tel: +7 495 641 37 33
© Transnational Management Associates Ltd. 2010. 15