This document discusses best practices for addressing employee grievances through effective communication. It emphasizes getting to know employees by using tools to understand their personalities and learning styles. Once rapport is built, the right energy and language must be projected based on the personality and hierarchy of the person. Proper questioning techniques can then gather requirements and facilitate understanding to resolve issues. The goal is to transform grievances into gratitude through communication.

1. Communication
Best Practices:
From Grievance to Gratitude
Presented by
C Jalasayanan
Jalasayanan@lycos.co.uk
(040)2771 0096
Address Grievance C Jalasayanan

2. Grievance
• Grievance
– It is an allegation that something imposes an
illegal obligation or denies some legal right or
causes injustice
– A complaint about a (real or imaginary) wrong
that causes resentment and is grounds for action
Address Grievance C Jalasayanan

3. Address Grievance
• Which do you think is the best tool to
address Grievance of your employees?
• Your Mind
• Effective Communication
• (blah)
• (blah)
• Your Position in the company
Address Grievance C Jalasayanan

4. Why Communication?
Have you ever felt
• You didn’t understand your
– Customers/Employees/Boss/Peers/Suppliers
– Spouse/Relatives/Children/Friends
• You weren’t understood
• You didn’t ask the right question
• You didn’t ask it in the right way
• You let emotions rule rather than logic
• You didn’t communicate confidence, calmness, or the most
effective energy
• You had less resource to answer JIT (Just In Time)
• You didn’t come to closure quickly enough or at all
• A lot of time was wasted in meetings and conversations
Address Grievance C Jalasayanan

5. Why Communication?
Have you ever
• Repeatedly had meetings but didn’t seem to
come to a clear understanding
• Had a strained employee – employer
relationship because of misunderstanding
• Communicated the right words but did not get
the point across
• Ended a meeting or conversation on a
discordant note
Address Grievance C Jalasayanan

6. Ever thought why this is so?
• Communication includes
– Speaking
– Listening
– Understanding
– Making others understand
– Establishing a Course of Action
Address Grievance C Jalasayanan

7. What is Communication?
 Communication is Perceived as
 55% Physiology
 38% Tonality
 7% Words
 Information received and stored in neural networks as
 Visual, Auditory, Kinesthetic
 Olfactory, Gustatory
 Communication Settings
 One on One
 One to Many
 Formal and Informal
 Face to Face
 Telephone
 Email
 Asking Questions
 Presenting Information
Address Grievance C Jalasayanan

8. Where/When Communication?
• Planning
• Process Engineering/Reengineering
• Projects: Requirements to Delivery
• Training
• Personal Consulting
• Industrial Relation
• Appraisal
Address Grievance C Jalasayanan

9. Know People before
communicating
• Why you are able to communicate better to
your friends and family members?
– You know them better
– They know you better
No matter what you speak, they seem to
understand what you are saying
Address Grievance C Jalasayanan

10. Know People before
communicating
• If this is so
– Why you have not tried this with your
employees so far?
• Laziness
– I suppose you are not
• Others job attitude
– If not HR then Whose job this is?
• ‘Why Should I’ Attitude
– Find someone else all by yourself
– Suggest that your boss should do this all by himself
• Never thought of this
– Act now !
Address Grievance C Jalasayanan

11. Know People before
communicating
• If this is so
– What stopped you from knowing your
employees
• Time
– Did you ever had adequate time
• Volume
– More the number - more should know well thoroughly
– May be - You require some rapid tools
• Company Policy
– Company Policy !? – YOU Change it right now
Address Grievance C Jalasayanan

12. Know People before
communicating
• If this is so
– What stopped you to fell short of being
well known friend
• Time
– Same old answer for this
• Over Burdened
– Good, You are working in 21st Century heading
towards 22nd. Number grows always with
burden
Address Grievance C Jalasayanan

13. Sources for Best Practices
• In the joining Kit use the following rapid
tools – (In any combination you feel better)
– Neuro-Linguistic Programming (NLP)
– Myers Briggs Type Indicator (MBTI)
– Technology of Participation
– Disney Model
– Kano Model
– Gender Research – Deborah Tannen
Address Grievance C Jalasayanan

14. Now is that you know
your employees better
(somewhat)
Then What?
Address Grievance C Jalasayanan

15. Formula for Success
• Build Rapport
• Project the Right Energy
• Sequence Questions Properly
• Ask Generic and Expert Questions Considering
– Context
– Hierarchy
– Languages (of Expertise)
– Personality Types
• Present Proposals Considering
– Control and Influence
– Audience’s Success Criteria
Address Grievance C Jalasayanan

16. Building Rapport
• WHY
– Establish Trust
– Establish Understanding
– Lead Individuals or Groups
• HOW
– Match Voice Speed
– Match Verbal Predicates
– Match or Mirror Physicality and Energy
– Match Brain Processing Speed
– Ask Questions that Match Other’s Internal
Experience
Address Grievance C Jalasayanan

17. Building Rapport Access Cues
Visual Constructed Visual
Remembered
Auditory Auditory
Constructed Remembered
Feelings Internal Dialogue
Other Cues
Auditory
• Touching Face
• Touching Lips
• Touching/Rubbing Fingertips
Visual
• Visually Defocused
Address Grievance C Jalasayanan

18. Building Rapport
Questions and Access Cues
• Visual
– How does that look to you?
– Do you see what I mean?
• Auditory
– Does that sound good to you?
• Internal Dialogue
– What do you say to yourself about that?
• Feelings
– How would you feel about that?
Address Grievance C Jalasayanan

19. Building Rapport
Processing Speeds
Fast Visual
▲
│
│ Auditory
│
▼
Slow Kinesthetic
Address Grievance C Jalasayanan

20. Projecting the Right Energy
• Confidence
• Calmness
• Energy
• Professionalism
• Playfulness
Address Grievance C Jalasayanan

21. Personality Types
Facilitating Communication
• Introverts • Extroverts
– Best Information is – Show Their Best
Hidden
• Sensors • Intuitors
– Observe the Obvious – Make Connections
• Thinkers • Feelers
– Make Decisions Based on
– Make Decisions Based on Values
Logic
• Perceivers
• Judgers – Like Freeform, Open to
– Like Structure, Closure Possibilities
Address Grievance C Jalasayanan

22. Personality Types
Facilitating Communication
• Introversion/Extroversion
– Draw out the Introverts
– Curb the Extroverts
• Sensing/Intuiting
– Sensors first – Observe the Obvious
– Intuitors second – Make Connections
• Judging/Perceiving
– Perceivers first – Process Possibilities
– Judgers second – Organize, Come to Closure
• Thinking/Feeling
– Balance Logic and Values
Address Grievance C Jalasayanan

23. Hierarchy
Language and Requirements
• Executive
– Language: Rupees, Paise, Money, $
– Requirements: Cost, Time Frame, ROI
• Management
– Language: $$$ and Things
– Requirements: Summary Reports
• Users
– Language: Things
– Requirements: Ease of Use, Everyday Needs/Wants
Address Grievance C Jalasayanan

24. Communication Best Practices:
From Grievances to Gratitude
• Requirements Gathering
• Prioritization
• Feasibility Analysis
• Problem Solving
• Initial Plan and Feasibility Presentation
• Task Definition/Schedule Development
• Project Plan Presentation
• Project Partnerships
• Communicating Progress
• Acceptance Testing
• Delivery
Address Grievance C Jalasayanan

25. Requirements Gathering
• Roles
– Customer, Supplier, Facilitator, Scribe
• Hierarchy
– Executive, Manager, Users
• Language
– Business and Technical
• Personality Types
• Process
– Generic Questions
• Intent, Evidence, Context
– Expert Questions
Address Grievance C Jalasayanan

26. Communication Best Practices:
From Grievance to Gratitude
• Requirements Gathering
• Prioritization
• Feasibility Analysis
• Problem Solving
• Initial Plan and Feasibility Presentation
• Task Definition/Schedule Development
• Project Plan Presentation
• Project Partnerships
• Communicating Progress
• Acceptance Testing
• Delivery
Address Grievance C Jalasayanan

27. Problem Solving
• Roles
– Supplier, Facilitator, Scribe
• Hierarchy
– Developers
• Language
– Technical
• Personality Types
• Process – Disney Model
– Define the Problem
– Generic and Expert Questions
• Dreamer, Realist, Critic
Address Grievance C Jalasayanan

28. Recommended
Reading List
Address Grievance C Jalasayanan

29. Reading List
NEURO-LINGUISTIC PROGRAMMING (NLP)
“Introducing Neuro-Linguistic Programming” by Joseph O'Connor (Mandala, 1990)
DISNEY MODEL
“Tools for Dreamers: Strategies for Creativity and the Structure of Innovation”
by Robert Dilts (Meta Publications, 1991)
MYERS BRIGGS TYPE INDICATOR (MBTI)
“Type Talk: The 16 Personality Types That Determine How We Live, Love, and
Work” by Otto Kroeger (Delta, 1989)
GENDER COMMUNICATION
“You Just Don't Understand: Women and Men in Conversation”
by Deborah Tannen (Ballantine Books, 1990)
TECHNOLOGY OF PARTICIPATION
“Winning Through Participation” by Laura Spencer (Kendall/Hunt Publishing, 1989)
Address Grievance C Jalasayanan

30. Mr Jalasayanan’s Note
• Dear All Here I am again presenting you something different. Not
same old techniques of Grievance handling - but strategic solution. I
am not saying simply understand - but what you should do and what
you should have to understand I know well that you are equipped with
time management skills, anger control, pin down techniques etc. In
spite of this, if the problem is chronic how to approach? Here in this
PPT I presume that you know all such techniques and quick fix
solutions is of no usage. I agree that there will be some grievance in
any organisation which has to be handled and let us handle it in better
manner because we have resources in our work place. Pls send in your
valuable feedbacks with regards
Address Grievance C Jalasayanan

31. Thank You
Address Grievance C Jalasayanan