The Value of 2-Way and Face-to-Face

Communicating for Results and

Relationships:

IABC 2011 Heritage Region Conference Oct. 9, 2011

Linda Dulye, president/founder, Dulye & Co.

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Dulye & Co. Spectator-Free Workplace™

Employee Engagement

2-Way Communications

Pulse Check Measurement™

Leadership Development

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Specialized IABC Toolkit includes:• Quill Winning Case Study

• Fox Business and Communication World Articles

• Spectator-Free Workplace™ newsletter

• Dulye Mobilizing Manager presentation

Now at dulye.com

Presentation Available at Dulye.com

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Believe It or Not!

Not every workplace is ‘wired.’

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Believe It or Not!

Not every message is text material.

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Believe It or Not!

Real conversations add value. And get results!

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2-Way Value

Strong tie to bottom line!

For every 1% percent gain in an

executive’s time spent with at least one (company) insider, productivity

advanced 2.14%.

--- 2011 Harvard Business School research

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Yet. Reality Shows Invisible Top.Dulye & Co. Workplace Survey:

What information source do you most rely on?

Gap indicates leaders are invisible!

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Benefits of 2-Way: Feedback

Direct

Dialogue

OUTGOING

INCOMING

Promote closed-loop information exchanges vs. 1-way information dumps

Emphasize listeningand learning

Create capability and culture for direct feedback anddialogue

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VISUAL: appearance 50% (Facial expressions, Eye contact, Body language, Clothing)

VOCAL: voice and tone 40%(Tone, Inflection, Pace, Audibility)

VERBAL: message 10%(Actual words)

Source: International Association of Business Communicators

Impact Factor

Benefits of Face-to-Face: 3V Engagement

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2-Way/F2F in Action: Case Study

Challenge: Reverse sinking trend in quality, customer satisfaction, leader communications and employee morale

Less than 50% of employees feel leadership communicates effectively with them.

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2-Way/F2F in Action: Case Study

Solution: Winning Workplace 2-way communications and 180-degree engagement program.

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Searching for a New Direction

• Redesign current communication channels (50% outgoing / 50% incoming)

• Add new channels to increase cross-department/cross-level/upward communications

• Establish shared responsibility for communications

• Track performance

• Hold people accountable

Elements of Winning Workplace: Interactivity/Engagement

Maximize conversations, minimize presentations.

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Elements of Winning Workplace: Straight Talk

Hear leaders talk about the WHATand WHY behind CHANGES—good and bad--in:

Workplace practices/policiesCompany performanceCustomersCompetition

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Elements of Winning Workplace: Direct Access

Get leaders out of the office and into the workplace for a DIRECT CONNECT with front-line employees.

Nothing can substitute for presence.

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New Communication Practice: Walkaround Program

Leader Walkaround Toolkit Walkaround Guidelines

• Formal guidelines

• Skills coaching

• Common metrics

• Weekly polling

• Corrective action plans

“Street” maps 3V Coaching

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New Measurement Tool: Engagement Scorecard

Participating Leaders in

Walkaround Program Week

1

Week

2

Week

3

Week

4

Mary Barron

Tom Miller

Marion Jones

Michael Phillips

Chris Arielini

Chip Copeland

John Bulson

Kitt Potter

Peter Nakasian

Aaron Stein

Red = Incomplete Yellow = Late complete Green = Complete

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InnovationYear 1 Cost

Savings

40 ideas

Walkaround program replaced formal, bureaucratic, static

suggestion program.

$1.5 Million

New Measurement Tool: Engagement Scorecard

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Year 1 Results: More than 70% of employees feel leadership communicates effectively with them. (Up from 48%)

Results in Action: Case Study

Dramatic turnaround in leader engagement and its impact.

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Results in Action: Case Study

Year-1 Results

400% cash flow improvement

400% reduction in errors

27% reduced labor on major programs

90% senior leader engagement in communications

30-50% gains in employee knowledge/engagement

Faster identification of high-potential talent

Company, industry, customer benchmarked practice

IABC Gold Quill Winner!

Bottom-line value of 2-way and face-to-face communications.

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Thank You. Questions?

The contents of the presentation are considered proprietary to Dulye & Co.

Any reproduction or disclosure requires the consent of Dulye & Co.

For more information, please contact Roger Gibboni, COO, at 845-987-7744, rgibboni@dulye.com.