2.  Part I- interpersonal communications at
the workplace
 Part II- Confronting problems
 Part III- Management of Conflict
 Part IV- Sharing Information

4. “Man is born free but he is
everywhere in chains”
Jean Jacques Rousseau

5. Optimist International 5

6. Optimist International 6

7.  Introductions
 Third party introductions
 Paying compliments
 Small Talk
 Handling difficult questions
 Handling awkward lulls

8. 8
Source: Adapted from Henry Mintzberg, The Nature Of Managerial Work(New York:Harper & Row, 1973),72.
External
Information
Internal
Information
Manager as
Communication Champion
Purpose-Directed
Direct attention to
vision, values, desired
outcomes
Influence employee
behavior
Strategic Conversations
Open communication
Listening
Dialogue
Feedback
Methods
Rich channels
Upward,
downward, &
horizontal channels
Nonverbal
communication
Personal networks

9. 9
 One of the most important tools of
manager communication – both to
employees and to customers
 Listening = skill of receiving messages to
accurately grasp facts and feelings to
interpret the genuine meaning
 75% of effective communication is
listening – most people spend only 30-
40% listening

10. 10
 Listen actively
 Find areas of interest
 Resist distractions
 Capitalize on the fact
that thought is faster
tan speech
 Be responsive
 Judge content, not
delivery
 Hold one’s fire
 Listen for ideas
 Work at listening
 Exercise one’s mind

11.  Stormy
 Cold
 Sunny
 Warm

12. Defensive
 Evaluation
 Control
 Strategy
 Neutrality
 Superiority
 Certainly
 Supportive
 Descriptive
 Problem orientation
 Spontaneity
 Empathy
 Equality
 Provisionalism

13. Mental blocks are
reasons (attitudes)
why we don’t
“think something
different.”
Optimist International 13

14. 1. The _______ answer.
2. That’s not _________.
3. __________ the rules.
4. Be ______________.
5. ________ is frivolous.
Optimist International 14
6. That’s not my _____.
7. ________ ambiguity.
8. Don’t be _________.
9. __________is wrong.
10. I’m not __________.

15.  What?
 Why?
 When?
 Where?
 How?

16.  Organization- reviewed annually
 Major projects
 Major announcements
 Big events
 Opening a new premise/building

17.  Agreement with what is to be achieved
 Planning ahead
 Exploit all channels available
 Allocation of responsibilities
 Allocation of resources
 Process mapping
 Risk management
 Metrics
 Evaluation of results

18.  Audiences
 Messages to be conveyed
 Impact desired
 Channels of communication
 Time lines
 Additional resources required
 Pitfalls/ risks involved
 Parameters for success
 Records to be maintained

19.  Introductions
 Listening- showing interest in people
 Communicating feelings
 Dealing with anger/ hostility/conflicts
 Responding to praise
 Responding to feedback
 Dealing with silences
 Seeking clarifications
 Giving information

21.  What is CPS?
 CPS process
 Brainstorming
 Mind Mapping

22. What Are The Three Greatest Problems /
Opportunities Your department/organization
currently Facing?
Optimist International 22

23. “Creative problem solving is - looking at
the same thing as everyone else and
thinking something different.”
Optimist International 23
Adapted from a famous quote from a former
Nobel prize winner, Albert Szent-Gyorgi.

24.  Step1 State what appears to be the
problem
 Step2- Gather facts feelings and opinions
 Step3- Restate the problem
 Step4- Identify alternate solutions
 Step-5 – Evaluate alternatives
 Step-6- Implement the decision
 Step7- Evaluate the results

25. 1. What if…?
2. How can we improve…?
3. How will the dept/ organization
benefit?
4. Are we forgetting anything?
5. What’s the next step?
Optimist International 25

26. 6. What can we do better…?
7. What do you think about…?
8. What should we add?
9. What should we eliminate?
10. What other ideas do you have...?
Optimist International 26

27. Rules for Brainstorming:
› The more ideas the better!
› No discussion
› No idea is a bad idea
› Build on one another’s ideas
› Display all ideas
Optimist International 27

28.  Definition : A visual picture of a group of
ideas, concepts or issues.
 Purpose :
› Unblock our thinking.
› See an entire idea or several ideas on one
sheet of paper.
› See how ideas relate to one another.
› Look at things in a new and different way.
› Look at an idea in depth.
Optimist International 28

29.  Ability to select relevant information
 Ability to summarize information
 Ability to analyse social situation
 Ability to generate possible solutions
 Ability to evaluate options based on
given criteria
 Ability to plan activities to accomplish a
goal
 Ability to make inferences

31.  A process that begins when one of the
parties involved in the interaction
perceives that another has frustrated or
is about to frustrate one on his needs or
concerns
Thomas, 1976

32. Given the potential for
real or perceived frustration
or some need
or concern,
opportunities for conflicts are
abundant
and conflicts are inevitable

33. Positive
functions of
conflict

34. Conflicts need to be
managed/ resolved
before they become
pathological and thus
destructive

35. Stages of Conflict
Stage 0- Feeling fine
Stage 1- Beginning of
stress
Stage 2- Escalation of
stress
Stage 3-When things
move out of control
Stage 4- Destructiveness

36. Compete Collaborate
Avoid Accommodate
Compromise
HI
LO
LO HI
Assertiveness
Cooperation
Conflict resolution Grid

37.  No style is right or wrong
 It is situational
 Each of us have our own style
 Question is---- do we need to review our
style periodically??

39.  What information sharing is necessary to
be successful?
 What capability do you need to be able
to share?
 What capabilities are you missing?
 What is the gap between the two?
 What is the plan to close the gap?

40.  Purpose
 Gaps in information
 Tacit and explicit knowledge
 Collaboration
 Storytelling
 Images, diagrams and objects
 Simulation

41. Self-service-
portals, emails
discussion boards
Lessons learnt-
after action reviews
Communities-
networks
Transfer of
best practices
Sharing/tfr
between teams
Groups
learning due
to common
interests
Systematic tools to
gather experience
based knowledge
Users self- serve and
locate people who
wish to share
EXPLICIT AND TACIT KNOWLEDGE
HUMAN INTERACTION
K
N
O
W
L
E
D
G
E
LO HI
TACIT
EXPLICIT

42. LEVEL 1-INITIATE
LEVEL2- DEVELOP
LEVEL3- STANDARDIZE
LEVEL4- OPTIMIZE
LEVEL-5- INNOVATE
AWARENESS
PRACTICE
COMMON
PROCESSES
MEASURED AND
ADAPTIVE
CIP
KNOWLEDGE MANAGEMENT MATURITY MODEL

43.  LEVEL 1 RESULTS IN AD HOC KNOWLEDGE
 LEVEL 2 RESULTS IN APPLIED KNOWLEDGE
 LEVEL 3 RESULTS IN LEVERAGED
KNOWLEDGE
 LEVEL 4 AND 5 RESULT IN DYNAMIC
KNOWLEDGE