Communicating Effectively

in a Data-Driven Workplace

Lisa Depew, Intel CorporationNov. 8, 2012Society of Women Engineers (SWE) National Conference 2012

• Introduction• Build Your Tool Kit – The 3 C’s

• Confidence• Content• Call to Action

• Summary & Call to Action

Agenda

Putting you on the path to success

• BS in Electrical Engineering, University of Dayton

• 15 Year Intel Employee• Speaker, Work/Life Advocate,

Working Mother• Former VERY quiet introvert

Introduction

“Be the change you want to see in the world.”- Mahatma Gandhi

The Three C’s

Confidence

Common Fear

This sounds like… Things to remember…

Lack of Authority

• I’m just a new hire. I don’t know anything.

• Why would they listen to me?• They’re WAY more senior than

me. Who am I to teach/ influence/challenge them?

• You passed the interview. They hired you—you’ve already convinced them!

• They WANT you to do this job. Managers need team members to execute work, gather data, raise issues, & propose solutions.

• We all have a role to play, and yours is important!

Mistakes / Stupidity

• They’re going to think I’m stupid• They already know this• I’m wasting their time

• They do not spend the hours in the details that you do; you are the expert

• They want your recommendation. (What do you think?)

• Your data facilitates the broader discussion

Being Challenged(i.e. Questions)

• They’re questioning my data• They think I’m WRONG!!!

• “This is not a tiger” (fight or flight instinct); no one is attacking you

• Asking questions shows interest, not disagreement.

“Mommy, I have a penny in my cast. Can you get it out?”

ConfidenceA Case Study

The Mommy Thought ProcessM: “What? You have a penny in your cast?”C: “Yes.”M: “Why do you have a penny in your cast?”C: “I dropped it in there.”M: “Yes, I see, but how did you get it in there?”C: “I was holding it, looking at it, and it slipped.”M: “When did this happen?”C: “Just now.”M: “Where exactly is it?” [Can we even get to it?]C: “Right here.” [Okay, near the surface.]

D: [Proposed Solution] “Let’s use tweezers.”M: [Debate] Will it reach? Could we accidentally puncture his skin? What if we leave it alone?M: [Action] Tried the tweezers, unsuccessfully. Tried second solution—pressed hand to side and shook the penny out.

Solution: The Penny Came Out!

“I need 1 head or $100k to add additional call support services.”The Manager Thought Process

M: “What? You want more head count?”C: “Yes. Or increased funding, to hire a

contractor.”M: “Why do you need more resources?”C: “The current resources are fully utilized on other

critical projects.”M: “Okay, but how did we end up needing

more?”C: “The marketing campaign was so successful,

sales increased 50%, driving more support calls.”M: “When did this need arise?”C: “Q3 sales were above target; in Q1’13, the call

volume is projected to outstrip capacity.”M: “Where exactly is the problem?”C: “The increase is for the XYZ product line.

Resources are needed in Brazil for the increased sales volume in South America.”

[Proposal, Debate, Etc.]Solution: A Resourcing Decision is Made!

Key:M/C/D – Mommy / Child / DaddyM/C – Manager / Contributor

• Information – What you’re going to say (and How)

• Audience – Who you’re saying it to

• Purpose – Why you’re making the presentation

Content

Be conscientious in your preparation

Come join us for The Business of Reading, an annual event where volunteers read for an hour to children at Oakwood Elementary. This is an amazing program for the children. Volunteers from around the community come and spend an hour reading to the students. Volunteers can bring books of their own, or read books the children choose from the classroom. Everyone will spend half an hour reading outside, then enjoy snacks with the children. The event is on November 15 in the morning. We’ll start at 10 and read, then have snacks. The school is located at 240 Lakeview Avenue in Folsom. Event coordinators have arranged for a bus to transport Intel volunteers. The bus will arrive at 9:15 and be in front of FM5. The bus will leave at 9:30am to drive to the school, and the bus will return volunteers back to work after the event is over.

ContentInformation

• Date: Nov. 15• Time: 10-11am• Location: 240 Lakeview Ave.,

Folsom

Upcoming Event

Enjoy an hour of reading w/ Oakwood Elementary school students.Bus leaves FM5 at 9:30am to transport volunteers.

Inspire a love of reading in the next

generation!

The Business of Reading

Be concise and clear with content

• Where are they coming from? (What is their background?)

• What is their authority to do what you want?• What is your position of authority with them?Questions:

• Peer, manager, from other business group?• Decision maker, influencer, purchaser?• Know me, familiar with my work & my goals?

ContentAudience

Understand who you’re speaking to

• Why are you here?• What do you want to happen as a result?

Questions:• Train, inform, persuade?• Building consensus, need decision, need resources?

ContentPurpose

Know what you want to happen

• Summarize your main message(s)• Provide clear, unambiguous directionSpecifically call out:

• What you need• When it is due• Who the owner is

Call to Action

End with clear direction

• Train: All agents pass proficiency test with 100% score, by EOW Technical leads complete [advanced course] with min. 90% test score by EOM All agents pilot new procedure starting 12/1/12 OR implement new procedure, in

production, starting 1/1/13• Inform:

[You] will post & distribute announcement making content available to all attendees by EOD

[Team Leads] will waterfall this presentation to their team members by EOW [Biz Ops] will schedule a review of new data, the first week of Q1’13 [You] will roll up & present Q4 indicators the first week of Q1’13

• Persuade: [Team] will ratify new features proposed (now? EOW?) [Developers] will have initial code in place, for review, by 12/7/12 [Program Manager] will add code review to 12/12/12 agenda [Requestor] will compile feedback & send changes by 12/14/12

Call to ActionExamples

Conclusion

Summary & Call to Action

• Have Confidence in Yourself, Your Knowledge, and Your Data Trust that you’re an expert Do NOT fear questions

• Prepare the Right Presentation Be concise and clear with content Understand who you’re talking to Know what you want to happen

• End with Clear Direction

Go Out and Wow ‘Em!

Backup

Potential Presentation #1 – Train(Teach team how to use new customer support ticket management software)Audience: Support EngineersBackground: No experience with the productPotential Bias: Need to overcome barrier of having to learn something newPurpose: Teach how to use the toolDuration: 2 hrs.Scope: High-level intro to the market, purpose for using the

software, why it’s worth your time to spend the next 1 hr. & 50 mins. listening to details.Details, with lots of step-by-step directions & screen captures.

Resources: Extensive slide deck (20+ slides), follow-up training manual, links, etc.

Potential Presentation #2 – Persuade(Include your team’s new feature requests)

Audience: Software Developers & Peer ManagersBackground: Understand product but not your specific environmentPotential Bias: Approving your feature requests means not getting theirsPurpose: Convince that resources should be spent on your featuresDuration: 20 minutesScope: High-level intro to business unit & how team’s function supports

company objectives (i.e. your value).Proposed solution and high-level implementation strategy (mock-up of screen changes, output report, etc., to visualize solution).Value of spending resources on this function.

Resources: Brief slide deck (2-5 slides) showing “cost,” proposed solution, and impact

Potential Presentation #3 – Update(Quarterly Business Review, to 1st & 2nd Line Management)

Audience: 1st & 2nd Line ManagementBackground: Familiar w/ business & your department’s goals, but not specific

day-to-day goings on with productPotential Bias: Short on time; want highlights, lowlights, and list of

needs/justificationPurpose: Build confidence; continue to maintain fundingDuration: 30-60 minutesScope: State of the Union: Highlights. Lowlights. How resources are

being spent. Opportunities for improvement. Focus area(s) for coming year.

Resources: Brief Slide deck (5-15 slides) with charts & bullets

Potential Presentation #4 – Update(Quarterly Business Review, to Senior Management)

Audience: Director, GM, VP-levelBackground: Familiar w/ division’s goals, but not specific day-to-day goings on

with productPotential Bias: Very short on time; want highlights, lowlights, and list of

needs/justification, and clear impact to business & budgetPurpose: Build confidence; continue to maintain fundingDuration: 3-10 minutesScope: Purpose/Goal, resources spent, results, plan, needsResources: 1 slide with charts & bullets