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Effective Communication Strategies
- 2. Denise “Dee” Haley Business Intelligence Developer M.S. in Accounting Information Systems 12 years at UT Business Intelligence Developer B.S. in Computer Information Systems 6 months at UT Tyler Brown System Wide Information Technology Services – Business Intelligence
- 3. What to Expect • Story Sharing • Information Sharing • Strategy Sharing Stories Information Strategies
- 4. “Once upon a time, in a land far, far away…”
- 5. Active Listening • Concentrate • Interrupt • Question • Notes • Key Points • Eye Contact • Personal • Eliminate • Purpose • Know • Organize • Review Effective Writing Effective Speaking
- 6. Vendor Directed Strategies Closure Monitor Build Trust Schedule Communication Rules Clear Expectations
- 7. Q & A Award Ceremony
Editor's Notes
- We want to hear your stories – we will go first. Try not to bore with Information Sharing Look at directed strategies for effectively communication as an IT Professional. Questions and Answers and follow up on shared stories.
- Do you best, vent your worst vendor nightmare to us. <<<E Introduction Incident Stakes Event Resolution Now, let’s look at good communication best practices, and see if some of our nightmares could have been avoided.
- Communication tends to be the biggest failure. Personal – Use “I” and not “We” What methods do you use? What are some communication breakdowns you’ve experienced? How where they resolved? What warrants a phone call, meeting, email, etc? DO Clear and concise. Come prepared Keep notes Ask questions DON’T Snowball Interrupt Fill silence
- Set clear expectations for the end result. Document what is expected from the vendor. Share this information with the vendor. Create and share a proper schedule of deliverables. Delegate sections of the project Create a delegation and communication matrix. This ensures that everyone knows what is expected and who to contact should questions arise. Build trust by keeping up your promises. This will increase the likelihood of the vendor following your lead. This includes returning phone calls and emails promptly. Having said that, opt for any promises in writing. If something was discussed verbally, follow up a summary in an email. It’s ok to ask a vendor to send a recap email after ending a phone call or meeting. If a vendor is failing to mirror your lead, missing deadlines, or unresponsive at anytime; set up a meeting to discuss. Face-to-Face maybe required depending on the severity; otherwise a phone call may work. Email would be the least preferred method when dealing with shortcomings. Do not hide your discontent with a vendor. Be clear and concise that things are not right, but professional. From vendors perspective: if no one is complaining; everything must be fine. Now that you have all these nice, organized documents and the ambition for the project to succeed. What to do now? Save the documents on a collaborative platform, such as office 365. Delegate a project manager when necessary- part of their job is to make sure the vendor is performing. Negotiate a payment plan that leaves some significant amount unpaid until the project is complete. Better yet implement a pay-for-performance type contract. Money is usually a big motivator for a company, however, that does not always motivate an employee.
- 1. Have you ever intended to say something and did not? Example: Forgot to ask a vendor a particular question? If you know ahead of time that you will be speaking with a vendor, do some research on their company or product. Write the questions down or add them to an email. Do the same with the answers. You may have to refer back many months later. 2. Make sure you questions are direct and concise. Effective speaking and direct communication will lessen the chance of a misunderstanding. Have clear points. Eliminate unnecessary information Keep eye contact Use I instead of We, when necessary. Don’t throw too much at the listener at once. Break up different question topics. Again, this goes back to thinking about the conversation ahead of time. Come prepared! Now, this is where things can get tricky. 3a. As the speaker (sender), try to read the listener’s (receiver’s) body language for clues of understanding. signs the listener is involved and understands: head nod eye contact or eye movement verbal hints (yes, understood, gotcha, etc) signs the listener is not involved or does not understand: no eye contact or movement frowning or pursing lips lack of head nod or verbal hints. scratching head 3b. As the listener, let the speaker know you understand by a head nod, keep interruptions to a minimum. You will get a chance to follow up. If necessary, make a small note. 4. Give the listener time to digest the information. Resist the urge to fill any silence. Look for body language or verbal hints as notification the listener understands and is ready to move on. 5. If you see signs the listener does not understand, try asking questions to probe if they understand. If not, follow up with additional details, visuals, or approach. Tabling the discussion for follow up at a later date is also acceptable.