communication best practices: from requirements to delivery presented by fred alsup [email protected]...

ASEE Presentation 4/8/03ASEE Presentation 4/8/03 Fred AlsupFred Alsup

Communication Best Practices: Communication Best Practices: From Requirements to DeliveryFrom Requirements to Delivery

Presented by Presented by

Fred AlsupFred [email protected]@alsup.com

(214)824-6828(214)824-6828


Why Communication?Why Communication?Have you ever feltHave you ever felt You didn’t understand your You didn’t understand your

• Customers/Employees/Boss/Peers/SuppliersCustomers/Employees/Boss/Peers/Suppliers• Spouse/Relatives/Children/FriendsSpouse/Relatives/Children/Friends

You weren’t understoodYou weren’t understood You didn’t ask the right questionYou didn’t ask the right question You didn’t ask it in the right wayYou didn’t ask it in the right way You let emotions rule rather than logicYou let emotions rule rather than logic You didn’t communicate confidence, You didn’t communicate confidence,

calmness, or the most effective energycalmness, or the most effective energy You didn’t come to closure quickly enough You didn’t come to closure quickly enough

or at allor at all A lot of time was wasted in meetings and A lot of time was wasted in meetings and

conversationsconversations


Why Communication?Why Communication?

Have you everHave you ever Repeatedly had meetings but didn’t Repeatedly had meetings but didn’t

seem to come to a clear seem to come to a clear understandingunderstanding

Had a strained relationship because Had a strained relationship because of misunderstandingof misunderstanding

Communicated the right words but Communicated the right words but did not get the point acrossdid not get the point across

Ended a meeting or conversation on a Ended a meeting or conversation on a discordant notediscordant note


What is Communication?What is Communication? Communication is Perceived asCommunication is Perceived as

55% Physiology55% Physiology 38% Tonality38% Tonality 7% Words7% Words

Information received and stored in neural networks asInformation received and stored in neural networks as Visual, Auditory, Kinesthetic Visual, Auditory, Kinesthetic Olfactory, GustatoryOlfactory, Gustatory

Communication SettingsCommunication Settings One on One One on One One to ManyOne to Many Formal and Informal Formal and Informal Face to FaceFace to Face TelephoneTelephone EmailEmail

Asking QuestionsAsking Questions Presenting InformationPresenting Information


Where/When Communication?Where/When Communication?

BusinessBusiness• PlanningPlanning• Process Engineering/ReengineeringProcess Engineering/Reengineering• Projects: Requirements to DeliveryProjects: Requirements to Delivery• TrainingTraining• Personal ConsultingPersonal Consulting

PersonalPersonal• Family and FriendsFamily and Friends• Volunteer WorkVolunteer Work


Sources for Best PracticesSources for Best Practices

Neuro-Linguistic Programming (NLP)Neuro-Linguistic Programming (NLP) Myers Briggs Type Indicator (MBTI)Myers Briggs Type Indicator (MBTI) Technology of ParticipationTechnology of Participation Disney Model Disney Model Kano ModelKano Model Gender Research – Deborah TannenGender Research – Deborah Tannen


Formula for SuccessFormula for Success Right Folks, Skilled Communicator/FacilitatorRight Folks, Skilled Communicator/Facilitator Build RapportBuild Rapport Project the Right EnergyProject the Right Energy Sequence Questions ProperlySequence Questions Properly Ask Generic and Expert Questions Ask Generic and Expert Questions

Considering Considering • ContextContext• HierarchyHierarchy• Languages (of Expertise)Languages (of Expertise)• Personality TypesPersonality Types

Present Proposals ConsideringPresent Proposals Considering• Control and InfluenceControl and Influence• Audience’s Success Criteria Audience’s Success Criteria


Building RapportBuilding Rapport

WHYWHY• Establish TrustEstablish Trust• Establish UnderstandingEstablish Understanding• Lead Individuals or GroupsLead Individuals or Groups

HOWHOW• Match Voice SpeedMatch Voice Speed• Match Verbal PredicatesMatch Verbal Predicates• Match or Mirror Physicality and EnergyMatch or Mirror Physicality and Energy• Match Brain Processing SpeedMatch Brain Processing Speed• Ask Questions that Match Other’s Internal Ask Questions that Match Other’s Internal

ExperienceExperience


Building RapportBuilding RapportAccess CuesAccess Cues

Visual ConstructedVisual Constructed Visual Visual RememberedRemembered

Auditory Auditory AuditoryAuditoryConstructed Constructed RememberedRemembered

Feelings Feelings Internal DialogueInternal Dialogue

Other CuesOther CuesAuditoryAuditory• Touching FaceTouching Face• Touching LipsTouching Lips• Touching/Rubbing FingertipsTouching/Rubbing FingertipsVisualVisual• Visually DefocusedVisually Defocused


Building RapportBuilding RapportQuestions and Access CuesQuestions and Access Cues

VisualVisual• How does that How does that looklook to you? to you?• Do you Do you seesee what I mean? what I mean?

AuditoryAuditory• Does that Does that soundsound good to you? good to you?

Internal Dialogue Internal Dialogue • What do you What do you say to yourselfsay to yourself about that? about that?

FeelingsFeelings• How would you How would you feelfeel about that? about that?


Building RapportBuilding Rapport Processing Speeds Processing Speeds

FastFast VisualVisual

▲ ▲

│ │

│ │ AuditoryAuditory

│ │

▼ ▼

SlowSlow KinestheticKinesthetic


Projecting the Right EnergyProjecting the Right Energy

ConfidenceConfidence CalmnessCalmness EnergyEnergy ProfessionalismProfessionalism PlayfulnessPlayfulness


Personality TypesPersonality TypesFacilitating CommunicationFacilitating Communication

IntrovertsIntroverts• Best Information is Best Information is

HiddenHidden SensorsSensors

• Observe the ObviousObserve the Obvious ThinkersThinkers

• Make Decisions Make Decisions Based on LogicBased on Logic

JudgersJudgers• Like Structure, Like Structure,

ClosureClosure

ExtrovertsExtroverts• Show Their BestShow Their Best

IntuitorsIntuitors• Make ConnectionsMake Connections

FeelersFeelers• Make Decisions Make Decisions

Based on ValuesBased on Values PerceiversPerceivers

• Like Freeform, Open Like Freeform, Open to Possibilitiesto Possibilities


Personality TypesPersonality TypesFacilitating CommunicationFacilitating Communication

Introversion/ExtroversionIntroversion/Extroversion• Draw out the IntrovertsDraw out the Introverts• Curb the ExtrovertsCurb the Extroverts

Sensing/IntuitingSensing/Intuiting• Sensors first – Observe the ObviousSensors first – Observe the Obvious• Intuitors second – Make ConnectionsIntuitors second – Make Connections

Judging/PerceivingJudging/Perceiving• Perceivers first – Process PossibilitiesPerceivers first – Process Possibilities• Judgers second – Organize, Come to Judgers second – Organize, Come to

ClosureClosure Thinking/FeelingThinking/Feeling

• Balance Logic and ValuesBalance Logic and Values


HierarchyHierarchyLanguage and RequirementsLanguage and Requirements

ExecutiveExecutive• Language: $$$Language: $$$• Requirements: Cost, Time Frame, ROIRequirements: Cost, Time Frame, ROI

ManagementManagement• Language: $$$ and ThingsLanguage: $$$ and Things• Requirements: Summary ReportsRequirements: Summary Reports

UsersUsers• Language: ThingsLanguage: Things• Requirements: Ease of Use, Everyday Requirements: Ease of Use, Everyday

Needs/WantsNeeds/Wants


Formula for SuccessFormula for Success Right Folks, Skilled Communicator/FacilitatorRight Folks, Skilled Communicator/Facilitator Build RapportBuild Rapport Project the Right EnergyProject the Right Energy Sequence Questions ProperlySequence Questions Properly Ask Generic and Expert Questions Ask Generic and Expert Questions

Considering Considering • ContextContext• HierarchyHierarchy• Languages (of Expertise)Languages (of Expertise)• Personality TypesPersonality Types

Present Proposals ConsideringPresent Proposals Considering• Control and InfluenceControl and Influence• Audience’s Success Criteria Audience’s Success Criteria



Requirements GatheringRequirements Gathering PrioritizationPrioritization Feasibility AnalysisFeasibility Analysis Problem SolvingProblem Solving Initial Plan and Feasibility PresentationInitial Plan and Feasibility Presentation Task Definition/Schedule DevelopmentTask Definition/Schedule Development Project Plan PresentationProject Plan Presentation Project PartnershipsProject Partnerships Communicating ProgressCommunicating Progress Acceptance TestingAcceptance Testing DeliveryDelivery


Requirements GatheringRequirements Gathering

RolesRoles• Customer, Supplier, Facilitator, ScribeCustomer, Supplier, Facilitator, Scribe

HierarchyHierarchy• Executive, Manager, UsersExecutive, Manager, Users

LanguageLanguage• Business and TechnicalBusiness and Technical

Personality TypesPersonality Types Process Process

• Generic QuestionsGeneric Questions Intent, Evidence, ContextIntent, Evidence, Context

• Expert QuestionsExpert Questions



Requirements GatheringRequirements Gathering PrioritizationPrioritization Feasibility AnalysisFeasibility Analysis Problem SolvingProblem Solving Initial Plan and Feasibility PresentationInitial Plan and Feasibility Presentation Task Definition/Schedule DevelopmentTask Definition/Schedule Development Project Plan PresentationProject Plan Presentation Project PartnershipsProject Partnerships Communicating ProgressCommunicating Progress Acceptance TestingAcceptance Testing DeliveryDelivery


Problem SolvingProblem Solving

RolesRoles• Supplier, Facilitator, ScribeSupplier, Facilitator, Scribe

HierarchyHierarchy• DevelopersDevelopers

LanguageLanguage• TechnicalTechnical

Personality TypesPersonality Types Process – Disney ModelProcess – Disney Model

• Define the ProblemDefine the Problem• Generic and Expert QuestionsGeneric and Expert Questions

Dreamer, Realist, CriticDreamer, Realist, Critic


Recommended Recommended Reading ListReading List


Reading ListReading List

NEURO-LINGUISTIC PROGRAMMING (NLP)NEURO-LINGUISTIC PROGRAMMING (NLP)““Introducing Neuro-Linguistic Programming” by Joseph O'Connor (Mandala, 1990)Introducing Neuro-Linguistic Programming” by Joseph O'Connor (Mandala, 1990)

DISNEY MODELDISNEY MODEL

““Tools for Dreamers: Strategies for Creativity and the Structure of Innovation”Tools for Dreamers: Strategies for Creativity and the Structure of Innovation”by Robert Dilts (Meta Publications, 1991)by Robert Dilts (Meta Publications, 1991)

MYERS BRIGGS TYPE INDICATOR (MBTI)MYERS BRIGGS TYPE INDICATOR (MBTI)

““Type Talk: The 16 Personality Types That Determine How We Live, Love, and Type Talk: The 16 Personality Types That Determine How We Live, Love, and Work” by Otto Kroeger (Delta, 1989)Work” by Otto Kroeger (Delta, 1989)

GENDER COMMUNICATIONGENDER COMMUNICATION

““You Just Don't Understand: Women and Men in Conversation”You Just Don't Understand: Women and Men in Conversation”by Deborah Tannen (Ballantine Books, 1990)by Deborah Tannen (Ballantine Books, 1990)

TECHNOLOGY OF PARTICIPATIONTECHNOLOGY OF PARTICIPATION

““Winning Through Participation” by Laura Spencer (Kendall/Hunt Publishing, 1989)Winning Through Participation” by Laura Spencer (Kendall/Hunt Publishing, 1989)

communication best practices: from requirements to delivery presented by fred alsup [email protected]...

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