final linda dulye the value of 2 way communications 111009
TRANSCRIPT
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, [email protected].