BES-t Practices TrainingPhase 3

Session 2

Communication Top to Bottom

CommunicationWhat do you think of when you hear this word?

• The term 'Communication' has been derived from the Latin word 'communis' that means 'common'. Thus 'to communicate' means 'to make common' or 'to make known'. This act of making common and known is carried out through exchange of thoughts, ideas or the like.

Read more: http://wiki.answers.com/Q/What_is_communication#ixzz23RhM2zgj

"Seek First to Understand, Then to Be Understood" Steven Covey

Seek to understand:• Be teachable. Listen intently with humility. You don’t know everything.• Don’t interrupt or talk over anyone.• Ask questions for clarity, “so what you are saying is?”... Don’t assume!• Actively seek information from others, get advice, read, gather

information. • Find out what the exceptional do and why they do it. Absorb what other

people know.• How does one become an expert at anything?Seeking to understand is to get the full picture of their perspective,

absorb it and provide assurance that you have received it and have common understanding of the message.

"Seek First to Understand, Then to Be Understood" Steven Covey

Seek to be understood:• Before you seek to be understood you must first earn the right to be heard

(seek to understand). • Develop clear accurate message, think before you speak. GIGO• Be sensitive in how you communicate your message. People will see your

motives as well as your message.• Get confirmation that the message is received. “Does that make sense?”, Do

you understand what I am saying?” etc

Seeking to be understood isn’t about making sure you have said what you are required to say(done your mediocre part), rather the goal that the full picture of your message is received in a way that is receivable, and you get confirmation of common understanding.

Repetition• People learn by repetition - songs, cliché's, stories, idea’s, Joelisms.• When we hear a message over and over that message becomes a permanent

part of our information database (good or bad messages). • The first message we hear is assumed until another message comes along to

challenge or replace it.• When we have a “bad message” locked in our brain we may need to hear the

“good message” over and over before it takes root enough to make a change in your mind.

• Sometimes we have an “inferior message” locked in our brain we may need to hear a “better message” over and over before it takes root.

• Too often when communicating we give a message once and dump the responsibility on the hearer before they have had the chance to absorb it and make it real in their mind. Then we blame them when it slips their mind.

• It takes time, consistency and repetition to “unlearn” a thought pattern.

The Truth and TrustA good line of communication is built on Trust. • You cannot have trust unless the information being exchanged is credible, accurate

and based on truth.• We lose credibility when we:

– Lie to others – Exaggerate to increase effect– Use words of extremes – Example “you always…” or “You never…” – Make excuses or blame others– Play the victim– Manipulate by making promises you can’t keep.– Manipulate by threatening or using power.– Try to be impressive.

• Confront when truth needs to be reveled. “An open rebuke is better than hidden love” however…

• Each person needs to focus on mutual respect and trust. Use empathy and compassion.

• Ask permission when addressing sensitive topics.• Your motives need to be evident and pure, displaying clear unselfish intentions.• We all need to understand the importance to yielding to authority as well as serving

our subordinates all for the bigger cause.• Ask yourself, “What can I say that will build credibility in their eyes”, then say that!

Communication Pipeline

A communication pipeline is a vessel established to keep a flow of communication moving between 2 parties.

• They are often most successful when scheduled.• Some are private, some are group.• They need to have a consistent objective.• Some are one-way and others are two-way depending on the

objective.• Some need to be mandatory, other flexible.• The goal should always be “common” ground or mutual

understanding.

Papa Murphy’s Communication Pipelines Top to Bottom

• Co-op Meetings – Des Moines area owners.• Owners Meetings – Joel, Kevin and Kyle.• GM/Owner meetings – First Wednesday of the month.• GM/Owner conference calls – Wednesday mornings 10am to 11am.• Phase 1 Training – Initial in-store crew training (videos, brochures etc.)• Phase 2 Training – Management Training • Phase 3 Training – Leadership Training• Store Crew Meeting – All employees in a store, periodically as needed.• GM/Asst Manager Meetings – In store once a week.• One on one individual meetings – Monthly or as needed.• Shift Communication - Talking employees into, through and out of position• Phone, email, text, bulletin boards, posting reports, • Job aids, portion charts, manuals etc.• Marketing – TV, Radio, signage, Print