Communicate this.... A - Z Strategies to Deliver your Message

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Effective communication is vital to an organization’s success. Communication comes in many forms;electronic, hard-copy and, of course, the spoken word. We communicate with our senses. Learn Tips, tricks and techniques for Effective Communication with people at work, be they customers, co-workers, subordinates, or superiors.

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Communicate this.... A - Z Strategies to Deliver your Message

  1. 1. COMMUNICATE THIS….. A‐Z STRATEGIES TO DELIVER YOUR MESSAGE 2013 National Postal Forum San Francisco, California Christine J. Erna
  2. 2. Welcome All of us communicate every day.The better we communicate, the more credibility well have with our clients, our boss, and our colleagues.
  3. 3. Today’s Overview  1 • The Cost of Poor Communications 2 • Communication Styles 3 • Crafting a Successful Message 4 • Internal Communications 5 • Best Practices for Communicating
  4. 4. The Cost of Poor Communication The Staggering Impact: •$37 billion: total estimated cost of employee  misunderstanding  – 400 surveyed corporations in the U.S.  and U.K.  – Average cost per company is $62.4  million per year  •$26,041: cumulative cost per worker per year  due to productivity losses from  communications barriers. Conversely: •Companies that have leaders who are highly  effective communicators had 47% higher total  returns to shareholders •Best Buy found that higher employee  engagement scores led to better store  performance.  – The company found that for every  percentage point it boosted employee  engagement, individual stores saw a  $100,000 increase in operating income  annually.Source: David Grossman, founder and CEO of The Grossman Group author of You Can’t Not Communicate and the follow‐up, You Can’t Not Communicate
  5. 5. Communication StyleWhat Your Communication Style Says About You, Why It Matters, and How to Manage Everyone Else’s There are four basic  communication styles. Expressive Systematic Sympathetic Direct
  6. 6. Communication Style Knowing your communication  style and managing others’  communication styles can  reduce conflicts, increase  productivity, and improve  teamwork in the workplace. 
  7. 7. Communication Style • They can seem overly cheerful, vain, or unpredictable. Expressive • Systematics can be perceived as unemotional or nonchalant. Systematic • Sympathetics are seen as soft‐hearted or overly helpful. They  Sympathetic can be perceived as procrastinators when distracted. • Directs can appear self‐confident, intimidating, and  Direct opinionated.
  8. 8. Communication StrategyA sound internal communication strategy should:• Enable a two‐way flow of information between                 employees and management.• Be integrated with the overall business strategy.• Have a long‐term focus.• Communicate clear values and goals.• Be comprehensive.• Utilize appropriate methods of communication.• Have consistent messages.• Never be condescending in nature.• Involve the management team commitment to reinforcing  perceptions delivered via the communication strategy — management needs to “walk the talk.”
  9. 9. Non‐Verbal Communications
  10. 10. Crafting a Successful Message6 Steps to form your message: Choice of Medium affected by: Get the Person’s Attention  Need for record Define the Problem  Direction of the information flow Establish the Sense of Urgency  Number of people to be reached Provide Direction  Confidentiality Establish Credibility  Nature of the information – length, complexity, speed of transfer Define the Expected Outcome  Cost of the medium
  11. 11. Crafting a Successful Message Vital when pitching a new idea  Simple: make sure you know what the message is you want to convey, and what is filler. Remove the filler.  Unusual: get attention with information that is unusual, unknown, or unexpected (shock value)  Confirm and convey credible facts  Concentrate on only concrete ideas and details (no abstractions)  Evoking emotional connections (when possible)  Share a story / example  Show the value of a successful outcome
  12. 12. Delivering a Successful Message Medium: • Letters • Memo • Report • Notice board • Faxes • Telephone • E‐mail • Face to face • Presentation • Body language • Video/video conferencing • Internet
  13. 13. Delivering a Successful Message Method: • Verbal – face to face • Written • Electronic • Visual  • Audio • Group meetings • Notice boards • Text
  14. 14. E-Mail Messaging - Best PracticesWhen Youre the Sender1. Make sure that email is the right 6. Provide context to frame your communication tool for the job. message.2. Get to the point right away. 7. Dont forget the rules of grammar and punctuation.3. When asking a question, be sure to ask the question. 8. One message, one topic.4. Specify who should respond. 9. Provide a summary when you forward an "FYI" email.5. Be clear about when you need a response. 10. Subject Line
  15. 15. E-Mail Messaging - Best PracticesWhen Youre the Recipient1. Dont make any assumptions about the senders emotional state.2. Dont escalate a conflict by sending an emotionally charged response.3. Ask for clarification.4. Use your email softwares built-in tools to help organize messages.5. Remember: You dont have to respond to every message right away.
  16. 16. Internal Communications – Best PracticesWhat kind of information am I communicating?• Technical• Operational• ConfidentialDetailed process documents are needed to convey the specificsProcess Maps clearly show• Flow and Ownership• Potential Gaps and Opportunities 
  17. 17. Sample High Level Process MapProjects Worked On Be sure to show enough details. Who does the presort – IT or Production?
  18. 18. Dashboards interpret and present data at Multiple Levels High Priority MediumPriority Low Priority Process Production Disaster Recovery Design Standards Central Reporting Presort/Delivery Print/Production Process Maps Track & Trace Reply&Return Data Quality (Visibility) Executive Leadership Funding BU/Department General Mail HQ Distribution General Mail Financial Services General Mail Human Resources General Mail Regional & district office General Mail Service Centers Statements Payroll Statements Banking Operations Statements Services Promotional Print Services Mail Council / Postal  Promotional Media Scorecard Area of Concern Improvement Best Practice TBD Corporation 8 99 287 76 OVERALL RESULTS: Strategy Team BU/Department General Mail HQ Distribution 0 24 13 10 General Mail Financial Services 0 17 16 14 General Mail Human Resources 0 6 25 16 General Mail Regional & district office 0 23 14 10 General Mail Service Centers 0 3 40 4 Statements Payroll 0 7 35 5 Statements Banking Operations 2 1 42 2 Program Owners  Statements Services 0 12 22 13 Promotional Print Services 3 3 40 1 Promotional Media 3 3 40 1 NCOALink License / Move Update Processing Data Used Daily CASS Worst Est. Entire D B CASS NCOA Delete EWS CASS DPV PBV 2009 Jan 20 1 2 0.21% 0.00420% 98.3% 97.6% 2009 Feb 17 2 2 0.24% 0.00430% 98.3% 97.6% 2009 Mar 20 0 2 0.18% 0.00365% 98.3% 97.7% 2009 Apr 20 0 0 0.18% 0.00326% 97.9% 97.3% 2009 May 20 0 0 0.16% 0.00386% 98.3% 97.7% 2009 Jun 20 1 1 0.17% 0.00464% 98.3% 97.7% 2009 July 18 1 2 0.22% 0.00402% 98.3% 97.7% Process Owners  2009 Aug 19 2 1 0.16% 0.00023% 98.3% 97.7% 0.987803 2009 Sep 20 0 1 0.19% 0.00029% 98.3% 95.5% 0.986503 2009 Oct 20 0 2 0.24% 0.00021% 98.3% 97.7% 0.986586 2009 Nov 20 0 2 0.20% 0.00023% 98.3% 97.7% 0.987086 2009 Dec 20 0 2 0.20% 0.00021% 98.3% 97.7% 0.987036 2010 Jan 20 0 2 0.17% 0.00022% 98.3% 97.7% 0.986971 2010 Feb 20 0 2 0.18% 0.00020% 98.3% 97.7% 0.986903 2010 Mar 20 0 2 0.15% 0.00022% 98.3% 97.8% 0.987113 2010 Apr 20 0 1 0.18% 0.00019% 98.4% 97.8% 0.98724 2010 May 20 0 1 0.16% 0.00019% 98.4% 97.8% 0.987523 2010 Jun 20 0 0 0.14% 0.00017% 98.4% 97.8% 0.987328 2010 Jul 19 0 2 0.16% 0.00022% 98.4% 97.8% 0.987072 2010 Aug 20 0 0 0.21% 0.00027% 98.4% 97.8% 0.981249 2010 Sep 20 0 0 0.14% 0.00027% 98.4% 97.8% 0.987201 2010 Oct 20 0 2 0.20% 0.00014% 98.4% 97.8% 0.987362 2010 Nov 20 0 2 0.17% 0.00016% 98.4% 97.8% 0.987177 Operation Owners 2010 Dec 20 1 1 0.04% 0.00015% 98.4% 97.8% 0.987054 CASS & DPV CASS Coded DPV Confirmed 100.0% 99.0% 98.0% 97.0% % 96.0% 95.0% 94.0% Jul Jan Feb Jun Jan Feb Jun Oct Oct Mar Mar May July Nov Dec May Nov Dec Sep Sep Aug Aug Apr Apr Jan 2009 - Dec 2010
  19. 19. Take Away Tips for Effective Communication  Start with a Solid Foundation  Give Advice When Needed  Have a Method or a System  Avoid Jargon  Do More Listening Than Talking  Avoid Assumptions  Don’t Be Afraid to Ask  Use Examples When Questions Possible  Be Patient with Your  Make Your Explanations Communication Count  Explain Your Reasons and  Put it in Writing Thought Processes  Keep it Professional
  20. 20. Questions and AnswersChristine J. Erna MDP, AQSEngagement Manager Enterprise Postal ConsultingPitney Bowes Management Services603.974.1169Christine.erna@pb.com

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