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Businesses built to last start with Structural Integrity
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STRUCTURAL INTEGRITY The Secret to Effective Communication
P-Camp – March 15, 2008Joy Montgomery
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Three Things That Get in the Way
• LISTENING – It isn’t always as easy as it seems.
• LANGUAGE – It has hidden minefields.
• REALITY & EXPECTATIONS – Your idea of reality and your expectations based on that reality might not match others’.
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Listening: Stories
• Bumps and Cuts – Listening but not using what you heard.
• The Second Data Center – Listening but not thinking about what you heard.
• You’re Not at My Level – Not listening at all.
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Listening: Lessons
• Summarize – Verify your “take” on the problem with others before you proceed.
• Get “Buy-In” – Get agreement about planned action, the solution.
• Take notes – Here’s a trick to make them more effective.
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Listening: Discussion
• Do you think she’s listening to anyone?
• Are you sure that your listening is better?
• What is the value of daydreaming?
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
How Can You Listen More Effectively?
• Ask questions
• Take notes
• Connect to the concept with a story from your own experience
• Ask the speaker to restate difficult concepts
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
How Can You Encourage Feedback?
• Suggestions & awards program
• Quality teams
• Status meetings
• Ask questions
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Language: Stories
• The Simple Typo – You wanna do what to vendors? or see what a “C” can do?
• What You Say Can Hurt You and Your Company – Hot buttons!
• Clear and Concise is the Key – Don’t take 20 minutes to say what you could say in 2.
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Language: Lessons
• Spell check and proofread – Make sure you said what you meant to say!
• Keep Your Mind on the Goal – Make sure what you meant to say is worth saying.
• Don’t assume they heard what you meant for them to hear. – Make sure you verify it.
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Language: Discussion
• What do you do to encourage participation?
• How important is teamwork?
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
How can you be sure you’re understood?
• Ask questions
• Get responses
• Get someone to summarize what you said.
• Summarize at the end and ask if there are any questions
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
How Can You Avoid Confusion?
• Stick with one topic at a time
• Don’t get sidetracked
• Use precise, universal terms
• Avoid “hot buttons”
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Reality & Expectations: Stories
• Between the Lines – Reading attitude into emails
• The More the Merrier – System development by the numbers
• The Highwaymen – Shipping & Receiving at its worst
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Reality & Expectations: Lessons
• Keep Your Eye on the Goal – Don’t sweat the small stuff!
• Make sure you’re speaking the same language – Got your Dictionary handy?
• Too rushed? – Here’s a handy trick for clear, concise presentations at the drop of a hat.
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Reality & Expectations: Discussion
• How can you tell if you’re meeting expectations?
• Who defines expectations?
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
What If Things Take a Wrong Turn?
• Immediately clarify the topic
• Ask questions
• Confirm that you share a common goal
• Start over
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Who defines quality in your area?
• Upper Management
• The Quality Assurance Manager
• Your Supervisor
• Your Customer
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Businesses built to last start with Structural Integrity
www.structural-integrity.com
Thanks for coming!
STRUCTURAL INTEGRITYThe Secret to Effective Communication