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Communicating for Improved Productivity

This PWI Module reviews communications concepts and styles to improve a public works managers or leaders ability to effectively run an organization.

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Florida Public Works Institute
APWA Florida Chapter
Charles R. (Chas) Jordan
M.P.A., P.W.E., F.M.P., ENV SP, LEED GA
President, Radiant Training & Consulting
Technical Representative, Pavement Technology Inc.
Communicating for
Improved Productivity
Core Competency: Communication
• In this Competency –
• Communication aids in the effectiveness of all other
competencies.
• Communication is key in being a good manager and in
instilling change
• Communication – Writing, Presenting, and Leading
• How do you most often and most effectively
communicate?
• Presentation based on KC Metro PWI - Dena Mezger
Learning Objectives
•Know the definition of “communication”
•Understand active/effective listening
•Understand how to issue directives to your Team
•Understand how to communicate change
•Understand how to communicate with the public
•Understand the dangers of emails / texts
•Understand your own communication style
How NOT to do it…
“I know you believe that you understood
what you think I said, but I am not sure you
realize what you heard is not what I
meant.”
(State Department spokesman regarding Vietnam War)
What is Communication???
Definition: An exchange of
information between two or more
people or groups to reach mutual
understanding.
• Someone gives info
• Someone receives info
• Intended and unintended messages
• Goal is for both parties to understand
info the same way
Influences on the Communication Process
•Noise
•Visual distractions
•Physical barriers
•Exhaustion
•Language skills
•Knowledge
•Personal relationship
•Emotions
•Attitudes
•Perception
•Values
•Expectations

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Communicating for Improved Productivity

  • 1. Florida Public Works Institute APWA Florida Chapter Charles R. (Chas) Jordan M.P.A., P.W.E., F.M.P., ENV SP, LEED GA President, Radiant Training & Consulting Technical Representative, Pavement Technology Inc. Communicating for Improved Productivity
  • 2. Core Competency: Communication • In this Competency – • Communication aids in the effectiveness of all other competencies. • Communication is key in being a good manager and in instilling change • Communication – Writing, Presenting, and Leading • How do you most often and most effectively communicate? • Presentation based on KC Metro PWI - Dena Mezger
  • 3. Learning Objectives •Know the definition of “communication” •Understand active/effective listening •Understand how to issue directives to your Team •Understand how to communicate change •Understand how to communicate with the public •Understand the dangers of emails / texts •Understand your own communication style
  • 4. How NOT to do it… “I know you believe that you understood what you think I said, but I am not sure you realize what you heard is not what I meant.” (State Department spokesman regarding Vietnam War)
  • 5. What is Communication??? Definition: An exchange of information between two or more people or groups to reach mutual understanding. • Someone gives info • Someone receives info • Intended and unintended messages • Goal is for both parties to understand info the same way
  • 6. Influences on the Communication Process •Noise •Visual distractions •Physical barriers •Exhaustion •Language skills •Knowledge •Personal relationship •Emotions •Attitudes •Perception •Values •Expectations
  • 7. Body Language – Arms Crossed on Chest DEFENSIVE
  • 8. Body Language – Hand on Cheek EVALUATION, THINKING
  • 9. Body Language – Touching Nose REJECTION, DOUBT, LYING
  • 10. Other Forms of Body Language • Rubbing the eye • Hands clasped behind back • Open palm • Pinching bridge of nose • Steepling fingers • Stroking chin • Head resting in hands, eyes downcast • Doubt, disbelief • Anger, frustration, apprehension • Sincerity, openness, innocence • Negative evaluation • Authoritative • Trying to make a decision • Boredom
  • 11. •Focus on speaker •Eliminate distractions •Keep eye contact •Take notes •Ask questions •Summarize what you heard Active Listening
  • 12. Effective Listening • Attentive Observation - focus on speaker • Acknowledging – convey understanding • “It sounds like you really want to change” • Inviting – encourage speaker to say more • “Tell me more” • Nod head • Checking it out – ask who, what, when, where or how
  • 13. Communicating with your Team • Sharing info • Direction • Solving problems • Corrections • “Atta-boys”
  • 14. •Keep directive simple •One directive at a time •Expect compliance •Phrase as request •Customize to employee •Get feedback Directing Your Team
  • 15. Providing Feedback •Focus on • Value to receiver, not the chance to “vent” for sender • Facts without judging “right or wrong” • Behavior, not the person • Observations, not assumptions or inferences • Specific events or behavior, not abstract ideas • Share ideas rather than give advice • Appropriate time and place
  • 16. • Understand the change and its impact • Provide your input • Understand the decision • Understand why • Explain the decision • Make it palatable Communicating Change
  • 17. Using the “Grapevine” •Staying ”connected” •Dealing with rumors •Feeding the grapevine •Sharing info
  • 18. Communicating with your Peers •Asking for help •Providing help •Sharing information
  • 19. Communicating with your Boss •Reasons •Receiving direction •Providing feedback •Good news •Bad news
  • 20. Communicating with your Boss • How to • Know the purpose - be prepared • Appropriate time and place • Get to point quickly • Use active listening to encourage response • Receiving assignment – as who, what when, where to make sure you understand
  • 21. Communicating with the Public • Be polite and professional • Listen • Answer the question • Explain, briefly • Tailor answer to the audience • Avoid technical jargon • Stick to the facts • This generally applies to written communications also
  • 22. Emails or Texts •Emails / Texts are forever •Emails / Texts don’t show “tone” •Emails / Texts get forwarded •Hitting “delete” instead of “send”
  • 23. Exercise – SOCIAL STYLES •Tally answers to Social Style questionnaire •Determine your primary and secondary styles
  • 24. Social Styles Analytical (Technical Specialist – Conscientious) Driver (Control Specialist – Dominant) Amiable (Support Specialist – Steady) Expressive (Social Specialist – Influential)
  • 25. Social Styles - Analytical Analytical (Technical Specialist) / Conscientious Industrious Vigilant Persistent Orderly Serious Critical Exacting Indecisive Moralistic Stuffy
  • 26. Social Styles - Driver Driver (Control Specialists) / Dominant Determined Thorough Requiring Decisive Tough-minded Efficient Dominating Pushy Harsh Severe
  • 27. Social Styles - Amiable Amiable (Support Specialists) / Steady Supportive Dependable Respectful Agreeable Willing Conforming Dependent Retiring Emotional Ingratiating
  • 28. Social Styles - Expressive Expressive (Social Specialists) / Influential Personable Dramatic Stimulating Gregarious Enthusiastic Manipulative Reacting Excitable Promotional Undisciplined
  • 30. Personal Social Style •Did you think this identified your style accurately? •Do you think others see you the same way? •How might you use this information?