How to communicate clearly and correctly, how to eliminate mis-communication? Clear the context Clear your intention Confirm your understanding/ audience's understanding

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Look into
Communication

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Team meeting with JP leader
• What is the current mini-topic/ problem under discussion ?
– A file should be make?
– A cell should be fill?
• What is current communication intention?
– Now it’s a question?
– Now it’s a confirmation?
– Now it’s an explanation
• Always bear in mind both of the above
E.g
– Now it’s a questions about the whether ... file should be created
– Now it’s confirmation about the content of a cell to be filled
Topic

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Team meeting with JP leader
• The process
– Problem → Solutions → Decision
• The points
– Move on
– Spend just enough effort on 1 thing, then move on (don’t dwell on 1
thing)
E.g:
No new information then move on
Found problem then move on
Had enough options for solution then move on
Make decision then move on

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Appd_In team communication
What you are saying is either
• A comment
• A feed back
• A request
• An expect
• An instruction
• A fact-finding
• A pure question
• A summary

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Appd_In team communication
Then may be
• A comment (aggressive)
• A feed back (aggressive)
• A request (aggressive)
• An expect (aggressive)
• An instruction (aggressive)
• A fact-finding (neutral)
• A pure question (neutral)
• A summary (neutral)
• An answer (passive)
• A praise (cooperative)
• A propose (cooperative)
The question is how to find a good balance

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With a map, for example
INPUT
OUTPUT
BUSINESS
Input Validate Input Edit
Val. Items
Val. Conditions/
Logic ( +
parameters)
Val. Output
(error msg.)
Edit Items
Edit Conditions/ Logic
Edited values
Output Edit
Edit Items
Edit Conditions/ Logic (+ parameters)
Edited values
Condition Items
Condition Logic
Condition values
Target Items
Business Logic (CRUD)
Setting values
Process Conditions Processing

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Một số thứ ta hay confused:
• - Đang nói đến Condition (điều kiện) hay Processing (xử lý)
• - Target item (Đối tượng) đang nói đến ở đâu? DB hay Màn hình, hay
Memory (biến cục bộ)
• Một số thứ chúng ta hay xem xét thiếu:
• - Parameter values : so sánh với giá trị gì?
• - Setting value: Set bằng giá trị gì?
• Chú ý khi communiate nên làm rõ:
• Đang nói về ĐiỀU KiỆN
• Đang nói đến LOGIC xử lý
• Đang thảo luận ĐỐI TƯỢNG xử lý
• Đang quyết định GIÁ TRỊ cần set
• Lý tưởng:
• Hiểu từng câu trong spec map vào phần nào của sơ đồ trên
• Xem xét để Spec cover đủ tất cả các phần của sơ đồ, suy nghĩ đến
tất cả các phần của sơ đồ

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Some samples of Specification troubles
• Control No.
– 1) First digit is not I => ERROR E9003
– 2) If character from 6th => 7th digit is not Customs station code of
context => ERROR E6008
– 3) No ERROR if input Z in Customs region code.
– 4) First digit is I, character from 6th => 7th digit is Customs station code
of context => OK.
• Edit before register (UserID, Date of update, Time of update)
– Test user id, system date, system time is set to databean before
registration.
• Edit before register (Importer/Exporter No. for search, Key item 1)
– 1) If importer code is 13 digit, set importer code to databean
– 2) If importer code is 10 digit, set importer code + '000' to databean

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Some samples of Specification troubles
• local.go.customs.cis.application.sk.sk01.CheckSK01ASyoriHouhou
– Test 1: input param "Method of processing" = null -> OK
– Test 2: input param "Method of processing" not exist in DB -> Error 9002
– Test 3: input param "Method of processing" exist in DB but "Route" is
not exist in DB -> exception
– Test 4: input param "Method of processing" exist in DB but "Element of
selectivity No." is not exist in DB -> exception
– Test 5: input param "Method of processing" exist in DB but "Logical
delete flag = 1" -> exception
– Test 6: input param "Method of processing" "route" "Element of
selectivity No." are exist in DB, "Logical delete flag = 0", record found = 1
-> OK
– Test 7: input param "Method of processing" "route" "Element of
selectivity No." are exist in DB, "Logical delete flag = 0", record found !=1
-> Error

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Some samples of communication troubles
• Do not feed back the counterpart’s opinion, only keep stating his/ her
own
• E.g
– A: I would like to establish the process first, as for benefit, my personal
opinion is we can get rid of the insurance
– B: My opinion is we should continue our insurance program
• Only provide information, do not express our own intention (please
advise or please confirm) clearly :
– JP: This is our setting, can you check at your side
– VN: This is our setting
• Only answered the direct question, does not give a full answer (from
responsibility context or process perspective)
– Leader: Did you finished ABC task
– Member: No, not yet

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Some samples of communication troubles
• Do not answer directly, answered generally for a specific question, or
answered specifically for a general question.
• E.g

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Some samples of communication troubles
• M: You informed me “I updated follow your comment”, but actually not
updated. Why? What happened?
• H: Sorry, last time I didn’t understand your comment
• M: If you don’t understand my comment, don’t say “I updated follow
your comment”. I am loosing time for checking again and again
• H: I understood your comment in a different meaning so I didn’t
updates as you want. From next time, if possible, can we have a small
meeting for explain review comment

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Improvement?
• M: You informed me “I updated follow your comment”, but actually not
updated. Why? What happened?
• H: Sorry, last time I didn’t understand your comment
• M: If you don’t understand my comment, don’t say “I updated follow
your comment”. I am loosing time for checking again and again
• H: I understood your comment in a different meaning so I didn’t
updates as you want. From next time, if possible, can we have a small
meeting for explain review comment

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Some samples of unclear expressions
• Good: Mapping all DD document while update PD
• Rev. Team could map all DD document while update PD
• Good: Check difference item, same item while working with import
business and export business
• Rev.: Compare difference item, same item while working with import
business and export business
• Bad:Lacking buffer time for task DD, PD while create master schedule
• Rev: Lack buffer time for task DD, PD while create master schedule,
Team need OT time for recover delay tasks.

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Some samples of unclear expressions
• Trong quá trình vận hành hệ thống này đã bị virus tấn công bao giờ
chưa? Nếu có thì làm thế nào để ngăn chặn được virus?

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Tips?
• Use the keyword
• Don’t apply the same thinking of daily conversation. Don’t rely on any
hidden message/ expectations. (Do not hide any message).
• Self-select and master some basic English structure:
– ….. should be more clear
– ….. will spend time to study …..

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Tips?
• Use the key-sentences
• Process-conscious communication:
– I’ve read/confirm the email/issue …
– I’ve understand the problem
– Regarding action, we will/ already …
– Next, I think I will/ we can close this matter …

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Copyright © 2012 NTT DATA Corporation