NextGen: Become a brilliant communicator

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  • Become a Brilliant

    Communicator

  • Todays Communicator

    Andrew Krzmarzick GovLoop Community Manager

    GovLoop.com/profile/andrewkrzmarzick LinkedIn.com/in/andrewkrzmarzick andrew@govloop.com | @krazykriz

  • When Office Communications Go Terribly Wrong

  • The Ad That Turned Blunder to Brilliance

  • Communication Gaffes Happen

    Communication by email for me is the likeliest source for miscommunication. Between being misunderstood because of misread tone or address error, the possibilities are great. Although I cannot note a specific misI know I have double checked my sent box a dozen different times after a sudden fear communication, that I may have inadvertently replied to the "wrong" person.

  • Communication Gaffes Happen

    POLL: I LIVE IN FEAR OF THIS HAPPENING TO ME:

    a) Once a month b) Weekly c) Daily d) Hourly e) With every email I send J

  • Communication Gaffes Happen

    While working as a young supervisor, I was miffed by an employees lack of follow through on a specific task. I, angrily, left her a message on her dry erase board, for her only to see the next day. Rethought the delivery of this communication (as opposed to more professionally speaking with her directly), so I went to erase the message and discovered I had used permanent marker. Ugh. Had to cover the secured dry board with paper until new one could be installed. This incident taught me a lot, to say the least.

  • Top 4 Office Communication Challenges

    1. When Informal Isnt Normal: Tips for Email

    2. When Voicemail Isnt Enough: Tips for Telephone

    3. When Talk Is Tough: Tips for Feedback

    4. When Life Is Too Short: Tips for Meetings

    5. When You Are Brilliant: Tips from the Crowd

  • 1. When Informal Isnt Normal

    Challenge: How formal should you be when using communication technology like email, IM, texting and social media outlets (Facebook, Twitter, blogs) in a professional setting?

  • 1. When Informal Isnt Normal

    The Wall Street Journal reports that poor grammar is increasingly an issue in the workplace.

    Society for Human Resource Management and AARP Study: most respondents blame young workers for this trend.

    However, with younger generations on the forefront of communication technologies, they may have developed a new norm of informality.

    Sources: http://online.wsj.com/article/SB10001424052702303410404577466662919275448.html

  • 1. When Informal Isnt Normal TIPS FOR EMAIL

    Start formal, then react to respondents tone.

    Everything you send could be seen by anyone.

    Emails terrible for tone, but be careful with emoticons.

    Leave Sent from iPhone/BlackBerry.

    Summarize any attachments.

  • 1. When Informal Isnt Normal TIPS FOR EMAIL

    Think like a marketer Put the main point up front, details below Brevitys best, save the rest Format for impact Bold, underline, bullets, numbers

    Subject lines matter Get em to open, but if they dont

  • 1. When Informal Isnt Normal TIPS FOR EMAIL

    Use signature blocks so people can follow-up Pause before sending that nastygram. Take an email break, if you can: Limit to 2-3 times a day? Nothing after hours? Schedule to be sent later?

  • 2. When Voicemail Isnt Enough

    Challenge: How do I ensure the meaning of my message gets across when Im using the phone?

  • POLL: HOW DO YOU USE YOUR PHONE MOST?

    2. When Voicemail Isnt Enough

    a) Texting b) Browsing the web c) Making phone calls d) Other

  • 2. When Voicemail Isnt Enough

    http://www.mnn.com/green-tech/gadgets-electronics/stories/top-cellphone-complaint-people-dont-use-their-phones-enough

  • 2. When Voicemail Isnt Enough I literally never use the phone, Jonathan Adler, the interior designer, told me. (Alas, by phone, but it had to be.) Sometimes I call my mother on the way to work because shell be happy to chitty chat. But I just cant think of anyone else whod want to talk to me. Then again, he doesnt want to be called, either. Ive learned not to press ignore on my cellphone because then people know that youre there. I remember when I was growing up, the rule was, Dont call anyone after 10 p.m., Mr. Adler said. Now the rule is, Dont call anyone. Ever.

    http://www.nytimes.com/2011/03/20/fashion/20Cultural.html?pagewanted=all&_r=0

  • 2. When Voicemail Isnt Enough

  • BEFORE A SCHEDULED CALL:

    2. When Voicemail Isnt Enough TIPS FOR TELEPHONE

    Be ready to write notepad, iPad, ThinkPad

    Have an agenda in mind - jot it down and stay on task.

    If its a scheduled call, set a time limit for it (default to less).

  • STARTING A CALL:

    2. When Voicemail Isnt Enough TIPS FOR TELEPHONE

    Dont just jump right in with business

    Start with a warm-up:

    Hows your day going? or

    If you know of another project the person is working or something personal, ask about that

  • DURING A CALL:

    Use oral cues ever had your brilliance greeted by silence?

    Focus we know when youre multi-tasking.

    2. When Voicemail Isnt Enough TIPS FOR TELEPHONE

    Got a call thats going long?

    Ask if you can continue later / shift to email.

    Get a call when youre under a deadline?

    Ask to schedule to a later time.

  • ENDING THE CALL:

    Summarize what you discussed

    go over action items:

    I will do x, y and z by ___. Youll do a and b by ___.

    End strong: short and sweet (no one likes long good byes :-)

    2. When Voicemail Isnt Enough TIPS FOR TELEPHONE

  • 3. When Talk Is Tough

    Challenge: We underestimate the power of positive and constructive feedback as a motivator. How can we more effectively give and receive feedback at work?

  • Recognition for a job well done is a powerful motivator.

    People want to improve, so dont hesitate to offer constructive criticism.

    Be specific. What exactly did they do?

    Avoid email / chat: too impersonal

    Hand-written notes = rare, but respected

    Give feedback in person, when possible.

    Do so publicly, as appropriate

    Use video if remote

    3. When Talk Is Tough TIPS FOR GIVING FEEDBACK

  • Say thank you.

    Listen to understand.

    Dont get defensive.

    Ask questions to get specificity.

    Give it serious consideration.

    Do something about it.

    The only person you can change = YOU!

    Make it easy for people to give feedback:

    Office hours, tip box, email address, incentives

    3. When Talk Is Tough TIPS FOR RECEIVING FEEDBACK

  • 4. When Life Is Too Short

    Challenge: Have you ever left a meeting feeling like your time wouldve been better spent at your desk? Me, too. How can you make meetings worthwhile?

  • 4. When Life Is Too Short

    http://www.govloop.com/profiles/blogs/what-is-the-longest-meeting

  • 4. When Life Is Too Short

    http://www2.macleans.ca/2011/07/29/ford-chairs-longest-city-council-meeting-in-toronto-history/

  • Begin and end on time.

    Arrive early with all necessary materials

    Circulate an agenda beforehand

    Take a break at minimum every two hours

    Only have meetings when necessary:

    Pssstits okay to cancel!

    Avoid holding meetings during peoples most productive hours

    4. When Life Is Too Short TIPS FOR MEETINGS

  • Dont accept calls or texts during a meeting.

    Dont sit down seriously.

    If you (must) have a PowerPoint, make it visually interesting

    4. When Life Is Too Short TIPS FOR MEETINGS

    Assign a clear leader or time keeper to keep things moving

    Set a time limit for each agenda item and honor it

  • 5. When YOU Are Brilliant: Tips from the Crowd

    Tips for

    Email?

    Phone?

    Feedback?

    Meetings?

  • Much unhappiness has come into the world because of bewilderment and things left unsaid.*

    - Fyodor Dostoevsky

    * Dont let it be you.

  • Thank You!

    Andrew Krzmarzick GovLoop Community Manager

    GovLoop.com/profile/AndrewKrzmarzick LinkedIn.com/in/AndrewKrzmarzick Andrew@GovLoop.com | @krazykriz