How to Communicate Efficiently by SoftWorks Practice Founder
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In this presentation, Bryan Kelly, discusses the five mistakes we make when communicating and collaborating. He also teaches about a brain-based model that illuminates how we work with one another. Bryan also creates a simple practice and action plan to help avoid these mistakes in the future.
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How to Communicate Efficiently by SoftWorks Practice Founder
- 1. www.productschool.com How to Communicate Efficiently by SoftWorks Practice Founder
- 2. FREE INVITE Join 23,000+ Product Managers on
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- 9. HOW TO COMMUNICATE EFFICIENTLY Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY
- 10. Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Free! Toolkit Giveaway HOW TO COMMUNICATE EFFICIENTLY
- 12. The Law of Two Feet
- 13. Safe Space To ponder, question, agree, or disagree
- 14. Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY ● Soft skills advocate ● Former CEO of rasa.io, now Strategic Advisor ● 10 years helping product pros practice soft skills ● Create simple tools that blend neuroscience, psychology, and practical know-how HOW TO COMMUNICATE EFFICIENTLY
- 15. About You!
- 16. It Chose You?You Chose Product? or
- 18. 1. Learn about a brain-based model that illuminates how we work with one another Three Key Takeaways
- 19. 1. Learn about a brain-based model that illuminates how we work with one another 1. Understand the five mistakes we make when communicating and collaborating Three Key Takeaways
- 20. 1. Learn about a brain-based model that illuminates how we work with one another 1. Understand the five mistakes we make when communicating and collaborating 1. Create a very simple practice to help avoid these mistakes in the future Three Key Takeaways
- 21. Get one action item
- 22. Which interests you most? 1. Learning about a brain-based model that illuminates how we work with one another 1. Understanding the five mistakes we make when communicating and collaborating 1. Creating a very simple practice to help avoid these mistakes in the future
- 23. Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Some of the most intense emotional reactions in product management occur when 5 areas of social experience collide. HOW TO COMMUNICATE EFFICIENTLY
- 25. Hard to see, but painfully obvious
- 26. This is our brain at work...
- 27. Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Free! Giveaway HOW TO COMMUNICATE EFFICIENTLY
- 28. A R C Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY AWAY Threats TOWARD Rewards S F tatus ertainty utonomy elatedness airness © SCARF MODEL BY DR. DAVID ROCK 2008 HOW TO COMMUNICATE EFFICIENTLY
- 29. How has a colleague triggered one or more of these 5 domains within you while working together? Question
- 30. A R C Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY AWAY Threats TOWARD Rewards S F tatus ertainty utonomy elatedness airness © SCARF MODEL BY DR. DAVID ROCK 2008 HOW TO COMMUNICATE EFFICIENTLY
- 31. The Five Mistakes[AND HOW TO AVOID THEM]
- 32. Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY 1. We attack status HOW TO COMMUNICATE EFFICIENTLY
- 33. 1. We attack status 2. We mess with certainty Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY HOW TO COMMUNICATE EFFICIENTLY
- 34. 1. We attack status 2. We mess with certainty 3. We don’t build & nurture trust Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY HOW TO COMMUNICATE EFFICIENTLY
- 35. 1. We attack status 2. We mess with certainty 3. We don’t build & nurture trust 4. We jeopardize autonomy Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY HOW TO COMMUNICATE EFFICIENTLY
- 36. 1. We attack status 2. We mess with certainty 3. We don’t build & nurture trust 4. We jeopardize autonomy 5. We’re not fair Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY HOW TO COMMUNICATE EFFICIENTLY
- 37. How have you intentionally or unintentionally made some of these mistakes while working with others? Question
- 38. 1. We attack status 2. We mess with certainty 3. We don’t build & nurture trust 4. We jeopardize autonomy 5. We’re not fair Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY HOW TO COMMUNICATE EFFICIENTLY
- 39. How To Avoid These Mistakes
- 40. 1. (Status) Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 41. 1. (Status) Show appreciation Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 42. 1. (Status) Show appreciation 2. (Certainty) Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 43. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 44. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions 3. (Relatedness) Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 45. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions 3. (Relatedness) Find & share common experiences Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 46. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions 3. (Relatedness) Find & share common experiences 4. (Autonomy) Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 47. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions 3. (Relatedness) Find & share common experiences 4. (Autonomy) Increase Status, Certainty, Relatedness Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 48. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions 3. (Relatedness) Find & share common experiences 4. (Autonomy) Increase Status, Certainty, Relatedness 5. (Fairness) Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 49. 1. (Status) Show appreciation 2. (Certainty) Involve stakeholders in decisions 3. (Relatedness) Find & share common experiences 4. (Autonomy) Increase Status, Certainty, Relatedness 5. (Fairness) Match communication with action Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY Note: Each of these map directly to the five mistakes we previously covered. HOW TO COMMUNICATE EFFICIENTLY
- 50. Fill-in-the-blank 1. I’ve negatively triggered Status, Certainty, Autonomy, Relatedness, or Fairness by _______. 1. I’ve positively triggered Status, Certainty, Autonomy, Relatedness, or Fairness by _______. 1. I’ll recognize these domains being triggered in others and myself by _______.
- 51. Copyright 2018 © Soft Works Practice. All Rights Reserved. FREE TOOLKIT PRACTICING THE HUMAN SIDE OF PRODUCT MANAGEMENT SOFTWORKSPRACTICE.COM/#TOOLKIT @PRODUCTSCHOOL @BRYANPAULKELLY That’s all! Questions? Email contact@softworkspractice.com HOW TO COMMUNICATE EFFICIENTLY
- 52. www.productschool.com Part-time Product Management, Coding, Data, Digital Marketing and Blockchain courses in San Francisco, Silicon Valley, New York, Santa Monica, Los Angeles, Austin, Boston, Boulder, Chicago, Denver, Orange County, Seattle, Bellevue, Toronto, London and Online
Editor's Notes
- Ok. Today we're gonna be talking about How To Communicate Efficiently. First, I want to thank you for being here this evening. I know you probably had lots of choices for things you could be doing right now, so I appreciate that you've decided to spend the next 45 minutes or so with us here.
- And before we get too deep into our conversation — I thought I’d mention a free toolkit which goes much deeper into the topics we’ll be covering. You can easily find that at SoftWorksPractice.com.
- Now I'd like to start our time together with a simple agreement. I'd like to make an agreement with you and I'll hope you'll make an agreement with me.
- Part of this agreement is what’s called the law of two feet. What that means is that if this conversation goes in a direction that doesn't meet your needs—if you don't like it, get a txt, call, whatever—you have my permission and invitation to take care of your needs. I will not be offended.
- As part of this agreement—I'm also going to declare this a safe space to ponder, question, agree or disagree. If this sounds good to you, will you give me a thumbs up?
- Real quick—here’s a little bit about me.
- Now it's time for you to quickly talk with one another about yourself. What I'd like you to do is turn to somebody on your right or left. Introduce yourself and answer this question…
- Pair & Share: Did you choose product as a career or did it choose you? Go ahead and do that now for just a couple minutes — in pairs or groups of three. Ok. If I can have your attention back up here. We’ll be doing quite a bit of discussion with one another. But, you have the right to check out and say pass if you don't want to discuss with someone. That’s totally fine.
- So here's what we're going to talk about. We're going to discuss…
- Pair & Share: Here they are again. Tell the person to your right or your left which one of these interests you the most and why. Go ahead.
- Intentionally or unintentionally — we’ve all been guilty of triggering these areas in team members. And perhaps you’ve had an experience similar to mine? Let me share a short story about what happened when my team made some collaboration mistakes…
- As a software executive, I once oversaw a team working to bring a new solution to market. Within this group were two individuals who did not work well together. In fact, the person tasked with leading the effort didn’t value the education, experience, or background of the other. This individual continually pointed out their colleague’s professional weaknesses. They set unclear expectations around work assignments and didn’t trust their teammate to make decisions. Not once did they show any interest in them as a person. And they blamed their coworker when the product launch was less than successful. Now these situations happen all the time within teams. Most of us just chalk them up to coworkers not getting along. However, I was determined to discover a way to help my entire team avoid this in the future.
- What I found was that many of these concepts are hard to see, but also painfully obvious.
- Published in 2008 by the NeuroLeadership Institute, NeuroLeadership Journal: Volume One outlined a framework illuminating how to improve the way we work with others called the SCARF model.
- Dr. David Rock developed the SCARF model and it defines 5 key areas of social experience the human brain monitors at a subconscious level — Status, Certainty, Autonomy, Relatedness, and Fairness. The journal also explained that minimizing threats and maximizing rewards is how the brain organizes incoming information. On auto-pilot at any given moment, our brain can be in either of these two states — ‘Minimize Threats’ or ‘Maximize Rewards’. And which state we’re in will impact our ability to work with others. For example, a perceived threat to our status activates the brain in the same manner as an actual life-threatening situation. Many everyday conversations mirror this example. When feeling threatened, we often defend weak arguments because our brain subconsciously believes our life is at risk.
- Open group discussion/sharing
- STATUS It’s incredibly easy to threaten someone’s status by offering advice, feedback, or instruction. Yet these are all activities essential to product management. But nothing puts a person on the defensive faster — shutting down collaboration and communication.
- CERTAINTY Changing product requirements, direction, or strategy on the fly flushes certainty right out of the brain. This causes stress because the brain must use more resources to process unfamiliar information.
- TRUST For eons, tribes have ensured human survival. We naturally trust those inside the tribe and distrust those who are out. It’s called relatedness. When we trust each other because of our relation — information flows and collaboration increases.
- AUTONOMY Working on a product team naturally reduces a sense of independence.
- FAIRNESS Nothing is more unfair than a double standard because actions really do speak louder than words. There’s a distinct difference between saying one thing and doing another.
- Self reflection - with brief group share
- Dale Carnegie once said, “The deepest principle in human nature is the craving to be appreciated. Become genuinely and actively interested in other people and show it.” Cross-functional team members will be much more open to candid advice when you’ve shown appreciation for what they contribute.
- Proactively involve necessary stakeholders from engineering, design, marketing, sales, etc. in revamping those plans. It’ll give them a sense of clarity and alignment, which increases certainty because you brought them into the process. And even though things might not go as planned, the act of setting clear expectations together can instill confidence in the face of change.
- Taking time to share personal stories helps bond relationships. It’s easy with coworkers who like the same indie band or that corner Thai restaurant. But how about the person from a different culture or subculture who seemingly has nothing in common? Someone with potentially opposing views or beliefs? Start intentionally building and nurturing trust by learning their story.
- Possible threats to autonomy will be offset when status, certainty, and relatedness have been increased. Make investments in those areas. Feeling appreciated, involved, and part of the team fosters an environment where people know their voice is heard.
- However, consistent and transparent communication that matches our actions will safeguard a fair product team atmosphere. This requires a level of self-awareness that doesn’t come easy. It also demands humility. Admitting when we’re wrong, made an error, or even miscommunicated something is much more difficult than shifting blame onto others. But in doing so, we’ll positively trigger a sense of fairness among colleagues.
- Self-reflection/fill-in-blank