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Effective project communication


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Effective project communication

  1. 1. Wu Gang<br />HPIT GADSC-CDC<br />Effective project Communication<br />
  2. 2. Ground rules<br />This is not a training, it’s a workshop<br />I am not the trainer, I am the facilitator<br />You are not the trainee, you are the master<br />no rule will be given, only suggestion<br />
  3. 3. Agenda<br />Overview<br />Gender<br />Listening<br />Non-Verbal<br />Assertiveness<br />Compliments & Criticism<br />Handle Conflict<br />
  4. 4. Practice<br />你在干嘛?<br />Angry<br /> frustrated<br /> flirty<br /> friendly<br />Tired<br />Excited<br />Intimated<br />
  5. 5. Communication Overview<br /><ul><li>Goal
  6. 6. Definition
  7. 7. Process</li></li></ul><li>Communication Goal<br />
  8. 8. Communication<br />What<br />When<br />Efficient ?<br />
  9. 9. Why Effective Communication<br />2<br />3<br />4<br />5<br />1<br />8<br />9<br />10<br />6<br />7<br />6. This is document<br />1. Promise Made by Sales <br />7. This is Installation Package<br />2. Requirement Metioned by Customer<br />8. This is Cost<br />3. Requirement Understanded by Project Manager<br />9. This is Support<br />4. Design given by Designer <br />10. This is What Really Want by Customer<br />5. Coding performed by programer<br />
  10. 10. Does he really understand ?<br />
  11. 11. Elements of communication<br />
  12. 12. CommunicationProcess<br />
  13. 13. Gender<br />
  14. 14. Video<br />What is the different<br />
  15. 15. Female<br />Feeling<br />Communication<br />Beauty<br />Share <br />Feeling<br />
  16. 16. Male<br />Power<br />Ability<br />Efficiency<br />Achievement<br />Achievement<br />
  17. 17. Different need<br />证明(approved of)<br />信任(trusted)<br />感激(appreciated)<br />认同(validated)<br />接受(accepted)<br />尊重(respected)<br />崇拜(admired)<br />理解(understood)<br />安慰(reassured)<br />关心(cared about)<br />
  18. 18. Different need<br />Specify what is male’s need and female’s need<br />admired<br />Male<br />Female<br />respected<br />cared about<br />approved of<br />trusted<br />reassured<br />appreciated<br />understood<br />validated<br />accepted<br />
  19. 19. Story of Tom And Mary<br />
  20. 20. WhatMan needs<br />What a women might unknowningly cause a man to feel controlled. Why?<br />你干吗还买那个,咱家已经有一个了嘛,再买一个配对啊<br />(How can you think of buying that ? You already have one)<br />你头发长的快赶上李宇春。<br />(You hair is getting kind of long, isn’t it?)<br />大哥,你开的太猛了,赶紧慢下来,否则你就被拍了<br />(You’re driving too fast , slow down or you’ll get a ticket)<br />别咬手指头,你都多大啦.<br />(Don’t eat with your fingers. You’re setting a bad example)<br />Bill都打了好几次电话了。你赶紧给他回个电话吧 <br />(Bill call for the third time. When are you going to call him back?)<br />
  21. 21. Key Conception<br />Admit the difference<br />Aware in the conversation<br />Avoid making mistake<br />Men - do not offer solutions to women, listen, make them feel validated, cared for, respected.<br />Women - do not control men, empower them to make decisions themselves, convey that you admire and accept them..<br />
  22. 22. Listening,The Heart of Communication<br />Be a ACTIVE Listener<br />
  23. 23. Elements of Listening<br /><ul><li>Hearing
  24. 24. Attending
  25. 25. Understanding
  26. 26. Responding
  27. 27. Remembering</li></li></ul><li>Why listening is important<br />Good Communication Starts with Listening – L. Wilder <br />Listening consumes more of our daily lives than any other communication process. <br />
  28. 28. Bad habit when listening<br />Give no response<br />Negative response (distract ..)<br />Interrupt <br />Tell your own story<br />Criticize<br />Finishing other’s words<br />
  29. 29. Active listening 4 steps<br />Be a active listener<br />Indicate your interest in the person and what he is saying. <br />Don’t interrupt<br />Involve your whole body.<br />Give response <br />
  30. 30. Reflect Listening<br />Be a active listener<br />SUMMARIZE<br />Pull together the main points of a speaker<br />PARAPHRASE<br />Restate what was said in your own words<br />QUESTION<br />Challenge speaker to think further, clarifying both your and their understanding<br />
  31. 31. Formula to use for reflective listening:<br />Be a active listener<br />You feel (insert the word or feeling) because (insert the event or other content that is associated with the feeling).” <br />
  32. 32. Physical Listening<br />Be a active listener<br />Facing the speaker<br />Eye contact<br />Distance<br />Posture<br />relaxed or rigid<br />leaning in or away<br />Remove physical distractions<br />
  33. 33. Feeling speaker while listening<br />Be a active listener<br />Focus attention on: facial expressions, posture, gestures and actions. <br /> Read non-verbal in context of the conversation. <br /> Note discrepancies between what people say and how they act. For example, if they say they are happy, do they look and act happy? <br /> Be aware of your feelings and physical reactions. <br />Listening is not only listening<br />
  34. 34. Non-Verbal Language<br />How you communicate is often more important than what you communicate. <br />
  35. 35. Verbal Language<br />Verbal language<br />Verbal:<br /><ul><li>Written
  36. 36. Mail / letter
  37. 37. Email
  38. 38. Text message
  39. 39. MSN/QQ
  40. 40. ….
  41. 41. Oral
  42. 42. Speech
  43. 43. F2F talk
  44. 44. Phone call
  45. 45. Indoor conference
  46. 46. Gossip
  47. 47. …</li></li></ul><li>Non-verbal Language<br />Non-verbal language<br />The way of not using talk or text to convey the message<br /><ul><li>Vocal </li></ul>(Paralanguage)<br /><ul><li>Visual </li></ul>(Body Language)<br />
  48. 48. Percentage of non-verbal <br /><ul><li>Verbal
  49. 49.  Vocal
  50. 50.  Visual</li></ul>93% of all Communication is non verbal <br />
  51. 51. Vocal<br />The 38%<br />Which are vocal communication<br />语音语调Vocal tone<br />抑扬顿挫Inflection<br />音量大小Volume<br />是否流利 Fluency<br />时间暂停Timing /pause<br />- can be conveyed over the phone<br />
  52. 52. Practice<br />你在干嘛?<br />Angry<br /> frustrated<br /> flirty<br /> friendly<br />Tired<br />Excited<br />Intimated<br />你可真行<br />Appreciate<br />Jealous <br />Ironic<br />Angry<br />Admire<br />
  53. 53. Visual<br />cannot be conveyed over the phone<br />Eye contact<br />Gestures<br />Hands and feet<br />Arms, legs – crossed<br />Touching – handshake, shoulder<br />Space and Distance – proximity, height, barriers, lighting, movement<br />Posture – relaxed, rigid, leaning<br />Silence<br />Nodding, Shrugging<br />Facial expressions – Smiling, laughing.<br />Clothing<br />
  54. 54. Body language<br />Body language is more honest than words<br />
  55. 55. What are they talking<br />
  56. 56. Positive Body language<br />Gesture<br />Open Palms<br />Eye-to-eye confrontation<br />Smile<br />Equal Handshake<br />Postures<br />Standing position<br />Walking style<br />Hand Movements<br />
  57. 57. Gesture<br />Repeats<br />Substitutes<br />Complements<br />Accents<br />Regulates<br />Contradicts<br />
  58. 58. Non-verbal language<br /><ul><li>It is not what you say it. It is how you say it.
  59. 59. Body language is more honest that words</li></li></ul><li>Assertiveness<br />
  60. 60. Group exercise<br />How do you response. <br /><ul><li>Person come to the meeting late all the time
  61. 61. Requirements changing from business. Task are always given at the last second causing a lot of over time
  62. 62. Your girl/boy friend spends a lot of time on the computer and not enough time with you
  63. 63. Your family disagrees with you getting married to that person and they do not support you </li></li></ul><li>4 forms<br />Passive<br />No action<br />Silent<br />crying alone in the dark while listening to sad music<br />Passive-Aggressive<br />Aggressive<br />Arguing, complaining?<br />Negotiation?<br />Pushing, pressure<br />Mean, disrespect<br />Physical violence<br />Assertive<br />To communicate your own feelings without hurting others.<br /><br />Forgetting" to do something on purpose <br />Making a habit of putting off or being late with social and/or job tasks <br />Failing to do one's share of the work or doing sub-standard work on purpose <br />Having a constant negative attitude Criticizing authority figures, not openly, but in subtle ways<br />
  64. 64. Assertiveness<br /><ul><li>Be objective and non-judgmental
  65. 65. No judging
  66. 66. No blaming
  67. 67. No interrupting
  68. 68. Don’t tell others how to feel
  69. 69. Stop being such a baby. BAD
  70. 70. Do not assume another person’s motives, attitudes, character
  71. 71. He didn’t do the testing because he is lazy
  72. 72. Don’t criticize other’s beliefs, feelings and thoughts
  73. 73. He worries too much about uncontrollable things. BAD
  74. 74. Don’t be general
  75. 75. Everything he does is sloppy. BAD
  76. 76. Be as brief as possible
  77. 77. Don’t cause panic. Show confidence and planning.
  78. 78. We also have no idea what is going on. There has been no testing done for the last two days. BAD
  79. 79. Timing is important. Early communication and follow up is important.
  80. 80. We mentioned this issue in an email 3 months ago. BAD
  81. 81. Don’t ignore criticisms. Explain yourself and your actions.
  82. 82. Control your emotions</li></li></ul><li>formula<br />Assertiveness<br />4-part formula for assertive communication<br />“When you (state the other person’s behavior non judgmentally), <br />I feel (disclose your feelings)<br />because(explain the impact on your life). <br />I prefer (describe what you want).”<br />
  83. 83. Use formula<br />Group exercise - Again<br />How do you response. <br /><ul><li>Person come to the meeting late all the time
  84. 84. Requirements changing from business. Task are always given at the last second causing a lot of over time
  85. 85. Your girl/boy friend spends a lot of time on the computer and not enough time with you
  86. 86. Your family disagrees with you getting married to that person and they do not support you </li></li></ul><li>summary<br />Overview<br />Gender<br />Listening<br />Non-Verbal<br />Assertiveness<br />Always<br />Be brief.<br />Be confident.<br />Be positive<br />
  87. 87. Phily Wu<br />