communicating concisely gus broman
TRANSCRIPT
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Communicating
Clearly and
Concisely
Gus Broman1
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Agenda
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• Guide to clear communication & communication model
• Effective listening
• Email communication
• Words matter, words display mood
• Clear communication in meetings
• Communication channels
• Presentation skills
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Guide to Clear Communication
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Why it is important to communicate
clearly
• We communicate all day,
every day: personal & work
• Sets the tone and the
culture
• You can’t NOT
communicate
• Over 90% of a Professional’s
job is spent communicating
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Ten most important skills and
competencies for Professionals*
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1. People skills 6. Verbal communication
2. Leadership7. Strong at building
teams
3. Listening8. Conflict resolution /
management
4. Integrity, ethical behavior, consistent
9. Critical thinking / problem solving
5. Strong at building
trust10. Understands & balances priorities
*Jennifer Krahn, “Effective Project Leadership: A Combination of Project Manager Skills and Competencies in Context,” PMI Research Conference Proceedings (July 2006).
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Ways that We Communicate
• Interpersonal
• One on one
• Group Meetings
• Leading or observing
• Written
• Email, blogs
• Presentations
• Public speaking
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WARNING!
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You cannot
UNCOMMUNICATE!
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Communication Model
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Message
Feedback
Sender Receiver (Listener)
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Communication Model
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• Physiological
• Psychological
Pre-Occupation
Pre-Judgment
Message
Feedback
Sender Receiver (Listener)
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Communication Lines
How many communication lines are there?
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Communication Math
How many communication lines are there?
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Communication Math
How many communication lines are there?
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N(N-1)
2N(N-1)
2
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Verbal & Non-Verbal Communication
• What are non-verbals?
Tone (variation sarcasm)
Volume
Gestures
Posture
Attire
• What are our non-verbals in
emails and print?
ALL CAPS
Typos
Text language
(b4, idk, hbu, thot o u)
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Verbal vs. Non-Verbal Communication
What do you believe more verbal or non-verbal?
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Awesome!
Bravo!
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How to Listen Effectively
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Effective Listening
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• Hearing v. Listening
• Complaining
• Benefits of Listening
• Why Listening is Difficult
• Listening Defined
• Non-Listening
• Active Listening
• Get Others to Listen to You
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We all complain about Listening
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Benefits of Listening
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Communication Model
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• Physiological
• Psychological
Pre-Occupation
Pre-Judgment
Message
Feedback
Sender Receiver (Listener)
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Why is Listening Difficult?
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Average Attention Span
• In 2000, 12 seconds
• In 2013, 8 seconds
• , 8 seconds
Source: StatisticBrain.com
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Hearing v. Listening
Hearing – Physiological activity that occurs when sound waves hit the eardrums. Hearing is Passive.
Listening – An active process that includes mindfully physically receiving messages, selecting and organizing information, interpreting, responding and remembering. Listening is active.
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Effective Listening Techniques
Be Mindful – Focus on what the person is
saying give 100% ATTENTION. Concentrate on
how the person feels and their experience.
Interactive – An active process that includes
mindfully physically receiving messages,
selecting and organizing information,
interpreting, responding and remembering.
Listening is active.
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Is this Hearing or Listening
• Watching TV
• Your girlfriend telling you about her day at work
• Taking a call on the help desk
• Watching a magician
• Driving home with the radio on
• Listening to a sermon
• Getting your review at work
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Tell me…
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Tell me…
• How to wreck a nice beach
• How to recognize speech
• How to wreck a nice speech
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Forms of NON-listening
• Me Too
• Giving Advice
• Judging the speaker
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Listening consists of….
• Be mindful on what’s being said. Concentrate on what’s being said and how they feel.
• Interpret what is being said, Verbal and Non-verbal
• Give feedback not just when their done speaking but throughout the interaction
• Remember facts and names
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Forms of Active Listening
P
R
O
M
I
N
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araphrase, restate
emember, repeat or write it down
pen ended question, NOT a one word answer
irror the last word that was said. “you’re upset”
Messages. I would feel discouraged too.
on-verbals; nod, squint and lean forward
rigger more thoughts “oh why?”
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Active Listening Exercise
• Ask your partner where they live and
find out why they chose to live there.
• What effective listening technique did
they use?
• Did it work?
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Active Listening Exercise #2
• Ask your partner where they work and
how they chose to work there.
• What effective listening technique did
they use?
• Did it work?
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Get others to listen to you
• Why do they care? WIIFM?
• Ask for Advice: “I’m sure you’ve run
across this before.” “I respect your
opinion”
• Shock & Awe – Verbally or non-verbally
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Email Communication
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Email types
Inform
• No action or response necessary
Offer
• A performer volunteers to do additional work and
sends it to the potential customer
Reply Requested
• You are requesting a response by a certain time
Request
• An email that requires your reply by a certain time
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In your subject line of your calendar invitations you
have 4 options:
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Email type: Inform
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Email type: Offer
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Email type: Reply Requested
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Email type: Request
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1. One performer
2. Has a "By When"
3. "Request" is in the Subject line of the email
4. Clear Subject Line
A Good Request:
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Sample Request
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From: Joe Colomina Sent: Friday, March 10, 2017 11:11 AMTo: Jeff Barsness <[email protected]>;Subject: REQUEST: Instructors Needed - Please Either Volunteer or Decline to be an Instructor
Jeff,
Background: Currently, we only have commitment from Derek and myself to be instructors when the three classes are ready to be taught. They will be taught on a quarterly basis, consisting of three 2 hour classes, and potentially with more than one section. It will be too much for two instructors. As far as the “We are workshop ready” COS and the level 2 COSs associated with it, I believe we will be fine with the current performers. We are making good progress on slides and will review each other’s work on the first three class hours’ slides on Monday.
Request: I need two additional individuals who are passionate about (or have a desire to expand into the realm of) being instructors. Instructors will need to know the material inside and out, practice using the course materials, and teach. They will also have input on making changes or updates to the materials if they feel delivery or execution warrants. If you are willing to be an instructor, please let me know (also indicate if you are not willing).
By When: I need everyone to please respond indicating their desire to volunteer or not by end of day Wednesday, 15 March 2017. If you cannot commit either way by Wednesday, please commit to commit by Tuesday, 14 March 2017 to let me know when I will hear from you.
Thank you in advance!Joe
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What’s Wrong With This Request?
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From: Berit SeversenSent: Friday, March 10, 2017 11:11 AMTo: Annika H.; Marit N
Subject: REQUEST: Contact, arrange a meeting, and meet with HR to set expectation for training time for New Hires
Annika and Marit,
Background: A breakdown has occurred that our company is expecting too much time for New Hires to commit to training in the first quarter of being hired.
Request: I need one of you two to contact, arrange a meeting, and meet with HR to see if they agree with our new approach of 2 days of 2 hours class commitment in the first quarter of being hired.
By When: Please commit to, negotiate, or decline this request by end of day Wednesday, 15 March 2017. If you cannot commit either way by Wednesday, please commit to commit by Tuesday, 14 March 2017.
Thank you in advance!
Berit
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What’s Wrong With This Request?
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From: Ole NilsonSent: Friday, March 10, 2017 11:11 AMTo: Lars Hanson
Subject: REQUEST: BI Project
Lars,
Background: It has come to my attention that level 2 lead performers are not keeping the Kanban board up to date in Office 365 Planner.
Request: Please deal with that.
By When: ASAP.
Thanks a bunch.
Ole
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What’s Wrong With This Request?
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From: Ingrid SvensenSent: Friday, March 10, 2017 11:11 AMTo: Thor Magnusson
Subject: Sales Sheets need to be production ready and in SharePoint
Thor,
Background: Because we are having our first training session, and we planned to train the new staff on the Sales Sheets we need them updated and uploaded to SharePoint.
Request: Please create a folder in SharePoint and move the documents there. Please make sure that the first class attendees have read access to all material.
By When: Please commit to, negotiate, or decline this request by end of day Wednesday, 15 March 2017. If you cannot commit either way by Wednesday, please commit to commit by Tuesday, 14 March 2017.
Cheers,
Ingrid
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Verbal vs. Non-Verbal Communication
What do you believe more verbal or non-verbal?
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Awesome!
Bravo!
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Sending Email
PROS CONS
Quick Easily misinterpreted
Send many the same message
Asynchronous communication
Don’t need to be in the same location
Non-verbals??
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Misinterpreting Email - Tone
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Email types
Inform
• No action or response necessary
Offer
• A performer volunteers to do additional work and
sends it to the potential customer
Reply Requested
• You are requesting a response by a certain time
Request
• An email that requires your reply by a certain time
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In your subject line of your calendar invitations you
have 4 options:
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Be Direct
Positive Future
Show Appreciation
What’s in it for me?
(WIIFM)
Bad News Burger
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Words Matter
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Words set a mood
• Positive words set a mood
• Clarifying words set expectations “We
should take out the trash”
• If communication is unclear we infer what
the meaning is
• “The deadlines for complaints was
yesterday”
• What do they say about ASSUME?
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Words to use (Call Center scenario)
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Words NOT to use Your ideas
You can’t
I can’t
It’s not my job
You should never
Bug/Glitch
You never
You should
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How to Lead Effective Meetings
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What people say about
meetings
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Thoughts about Meetings
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Care and then Prepare
True or False?
If you care about people you work better together?
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The Obvious
In advance…
send Type of Meeting and Agenda
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Meeting Types
• Speculation
Idea generation…Brainstorm or ”Thought Shower”
What’s Missing What’s Possible
• Planning
Propose action on timeline, budgets roles
• Inform
Communicate information no decisions
• Decision
Specific outcomes determined
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Let’s Do Meetings Differently
Model it First; Explain it second
• VERY first Meeting: Introduce yourself
Name,
Role on the Project... (NOT your title)
Why did you wear those shoes today?
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Some Intro questions
• Favorite Entrée
• If we all came to your house to eat, what would you serve us?
• Dream vacation
• Why are you wearing those shoes?
• Favorite Season
• The Hospital you were born at
• YOUR IDEAS???
WARNING: Do NOT ask what did you do last weekend?
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Let’s Do Meetings Differently
Model it First; Explain it second
• VERY first Meeting: Introduce yourself
Name,
Role on the Project... (NOT your title)
Why did you wear those shoes?
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• 2nd Meeting and Following…I am present…My mood
is….<XXXXX>
Think about remote participants
Present is committing to NOT being on your
phone, NOT being distracted.
Mood Matters
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Check-In: Commit to being Present
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Check- In
• “I am Present”
Committing to others to be alert
NOT multi-tasking; you’re semi tasking..
Translated: No Laptop, no snap chat, no reading the
The reality is that sometimes you are driving or
rushing to meet a deadline. Declare it!
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Check-In: Mood
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Mood
• Declare Mood
Committing
Things go well -> Good Mood
Things go bad -> Bad Mood
Generative – Generates possibilities. We will refer to these as Productive.
Degenerative – not generate possibilities. . We will refer to these as Unproductive.
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Sample Meeting
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Decide Order of tables to be dismissed for Break/Treats
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Check-In: Review
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Check- In
• “I am Present and I am excited”
Moods – energized, optimistic, expectant, eager
• “I am driving but I’m mostly Present. I’m anxious, but
excited to see what we can accomplish.”
• “I’m a bit distracted, but am ready.”
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Communication Math
How many communication lines are there?
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N(N-1)
2
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Ending a Meeting
Satisfaction Level and Mood
• Satisfaction Options
Highly Satisfied…
Satisfied
Dissatisfied
Highly Dissatisfied
• Mood
Energetic, Optimistic, Discouraged
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Culture Changer
• How you run meetings changes the culture:
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Takeaways
• What is the purpose of the meeting?
• Introduce attendees and CHECK IN
• Declare your satisfaction AFTER the meeting
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Presentation Skills
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Presentation Dos and Don’ts
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Dos Don’ts
Memorize your first sentence “For those who don’t know me
I’m Gus Broman”
Remind yourself you were
asked to speak for a reasonDo NOT apologize for not
being a good public speaker
Silence is okay Don’t UMM, or AHHH
Memorize your last sentence “That’s about it”
Use time effectively “I only have 2 minutes”
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Present your #1 Takeaway from Today
• 2 minute MAXIMUM time limit
• Tell us one technique and how you will use it at work
or at home (i.e. On Saturday mornings I will put my
newspaper down, give eye contact and use
effective listening, by using “repeating”)
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Dos Don’tsMemorize your first sentence “For those who don’t know me..”
Remind yourself you were asked to
speak for a reason
Do NOT apologize for not being a
good public speaker
Silence is okay Don’t UMM, or AHHH
Memorize your last sentence “That’s about it”
Use time effectively “I only have 2 minutes”
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Communication Channels
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Communication Channels
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List Communication Channels we use:
What is the order of urgency for Communication Channels
Does age of “receiver” matter in which communication channel we use?
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Questions?
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Contact Info
Gus Broman
@LutefiskLover
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