Effective Communication

Effective Communication Chuck Curry – Forterra Pipe & Precast

Effective Communication “The greatest enemy of communication, we find, is the illusion that it has taken place.” - William H. Whyte Rigid Rugged Resilient 2

Value of Effective Communication Reduced Costs American Businesses spend $3 Billion annually training employees to write more effectively. 1 Satisfied Customers72% blame bad experiences on having to explain issues to multiple people. 2 Satisfied Employees Lack of coaching, feedback, and mistrust that grows from poorly communicated expectations are among the top reasons good employees move on. Rigid Rugged Resilient 3

Failures in Communication Rigid Rugged Resilient 4

Failures in Communication 1999 NASA Mars Orbiter Metric / Standard mix up led to the $125 Million Mars Orbiter literally being lost in space. 2007 Cartoon Network Bomb ScareCN guerrilla ad campaign placed flashing LED placards on bridges in Boston, which were thought to be IEDs, causing a panic. The advertiser was billed $2 million for the response. Rigid Rugged Resilient 5

Fundamentals of Communication Know Your Audience Customer, coworker, superior, subordinate Listening to Learn, versus Listening to ReplyYou are hearing them, but what are they saying? Repetition and ReviewAre you sure what they meant? Are they sure what you meant? Rigid Rugged Resilient 6

Know Your Audience Superior Respectful AttentiveSubordinate PatientSupportive Rigid Rugged Resilient 7 Customer Formal Accommodating Coworker Relaxed Empathetic

Listening to Learn Active Listening A way of listening and responding to another person that improves mutual understanding.3When people talk to you, they often want more than an answer. They want to be confident that you are giving them the answer they need. Rigid Rugged Resilient 8

Active Listening Objective is to have the other person believe: That you want to hear themThat you care about the issue(s) that they care about That you are invested in the outcome of the discussionThat they and their thoughts are valued Rigid Rugged Resilient 9

Active Listening Smile A small smile or nod tells the speaker that you are listening. Eye Contact Too much is intimidating, too little is insulting. The correct amount can be different for different people. PostureLean in without invading their space. If there is a lot of ambient noise, turn your ear toward them. Be a Copycat (“Mirroring”) Be mindful of their expressions. If they smile, smile back. If they frown, frown back. This shows empathy and sympathy. Just don’t over do it. Distractions Fidgeting, checking your mobile, doodling…all tell the listener you are not interested. Rigid Rugged Resilient 10

Listening to Learn Depending on where we are, and what we are doing, different things will have varying levels of importance to us. It is important to remember that these things are not necessarily as important to others, and vice versa. We often assume others will intuitively understand how important something is to us. This is rarely the case! Knowing this, and to be a good listener, we must try to find what is most important to the people who are speaking to us. Rigid Rugged Resilient 11

Listening to Learn Versus Listening to Reply You are a dispatcher, and a customer calls and says “My crew is on site, we are ready to go, and your load is not there.” Rigid Rugged Resilient 12 We’re real busy right now, I’ll look into it & get back to you. They left here at 6 AM, so they should be there soon, don’t worry. I’m sorry this has happened, I’ll get you an updated ETA right away. Possible Responses

Listening to Learn Why is the customer concerned about the delivery? They want to know the location of the truck They want you to know your truck is lateTheir crew is idle, and they are losing money, likely wondering if he should send them home, or to another job. There is probably a crane being rented to unload, and so forth. The arrival time of the truck is the most important thing to the customer. Everything else depends on it. Rigid Rugged Resilient 13

Listening to Learn Rigid Rugged Resilient 14 Response Review: We’re real busy right now, I’ll look into it & get back to you. Of course you’re busy. Everyone is busy. Telling the customer this sends the message that your needs are more important than theirs. They left here at 6 AM, so they should be there soon, don’t worry. But they are worried. Time is money, and you are suggesting their time is not important. They’ll remember that next time they’re invoiced. I’m sorry this has happened, I’ll get you an updated ETA right away. By promising a revised ETA, you are going directly to what matters to them – When will the truck be there ? Maybe the truck is broken down somewhere, but you have given the customer what they need until further information is available, and have sent a message that you are invested in what is important to them.

Listening to Learn Versus Listening to Reply You are a plant manager, and an employee comes to you on a Thursday and says “I just heard we got a big order yesterday, how late will we be running tomorrow?” Rigid Rugged Resilient 15 Look up from your desk, say “5:30” and go back to what you were doing. Say sarcastically “Until we’re done”. Stop what you are doing, and ask “Do you have something you need to do?” Possible Responses

Listening to Learn Why is the employee asking you this? They are simply curious They hope they will get some overtimeYou just got a big order in. The crew just heard about it. This late in the week, this employee has probably planned something that is important to them. Rigid Rugged Resilient 16

Listening to Learn Rigid Rugged Resilient 17 Response Review: Look up from your desk, say “5:30” and go back to what you were doing. Matter of fact. Straight to the point. A good answer for your manager, or for a customer. Sends a “go away” message to your employee. Say sarcastically “Until we’re done”. This may be a correct answer, but the message to your employee is that you are indifferent to their concerns, and even a little hostile. Stop what you are doing, and ask “Do you have something you need to do?” This response tells your employee that you understand the additional work has an impact. Stopping what you are doing tells them you want to hear what they have to say. It shows empathy, and that you can relate. Note by responding this way, you have not promised anything, but you have opened the door for further discussion.

Professional Communication What is it? Written, oral, visual, and digital communication within a workplace context. Rigid Rugged Resilient 18 Face to face Telephone Written Word Email & Text

FACE TO FACE Body Language Relax but don’t slouch. Look but don’t stare Avoid aggressive postures (arms folded, hands clenched)Speech PatternsDon’t shout, and don’t whisper Anger and stress are easy to detectTwo Way Street Practice active listening. Honesty / Sincerity People can tell when you’re insincere. Don’t risk it. PerceptionHow do you intend to be perceived? Rigid Rugged Resilient 19

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ON THE PHONE Body Language? They can’t see you, but your posture can affect your conversation. Turn away from your screen if not part of the call. Minimize distractions. Did you say “C”, or “Z”? Clarity is key on the phone. Annunciate clearly. Consider the phonetic s of what you are saying. Did you get that? Please confirm?Don’t be afraid to ask for a repeat. Better safe than sorry. Details are important. Ask for confirmation. Rigid Rugged Resilient 21

THE WRITTEN WORD A Letter is a permanent reflection of you, and by proxy, your organization. Address the Recipient Formally Identify the TopicFive Ws is a Rule of Thumb Who are you writing to?What is your objective?Why is it important? When do you need it? Where will it be? Rigid Rugged Resilient 22

The Written Word Review Step away from the issue (if you have time) Occupy your mind with other thingsCome back to it laterImagine YOU are the recipient – or have a coworker review. Does it make sense?Is it accurate?Is it reasonable? Rigid Rugged Resilient 23

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TEXT & EMAIL Be Succinct This is not a novel. People simply won’t read long emails Go straight to the point with direct questions/answers/infoCritical when reporting up the chain. Managers are busy Be Specific Who else is reading?Beware the lengthy “cc” listGuard internal information closely Attorney/Client privilege? Beware of Discovery Cool Down and Think It’s easy to send an email or text quickly. And a lot harder to take it back. Avoid sending messages when you’re upset. Rigid Rugged Resilient 25

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Be Succinct This afternoon, while conducting a test of the 24” class 3 pipe produced on March 14th of last year for the state inspector we were coming up to the 0.01” load and the pipe started to show a small crack at the invert starting about 10 inches in from the spigot and moving in toward the center of the pipe. The crack grew until it exceed the .01” crack but was still 3000 pounds short of the required load of 21,600 lbs , the inspector called to stop the test and we had to get another piece tested on the second test, we exceeded the required load and the inspector was satisfied and approved the lot for shipping to the job. Tested 24” class 3 today for state job. Passed. Lot approved. Rigid Rugged Resilient 27

Be Specific “I Need recent absorption test results from your plant ASAP” Recent? Aggregate Absorption?Which Aggregates?Concrete Absorption? Which Mix Design?Which Plant? “I Need last 3 months of absorption tests on the 100% cement mix in your box plant” Rigid Rugged Resilient 28

Mind The CC Different devices and operating systems have different formats. A cc list may not be obvious. Be sure private communications are private! Some things are better left unsaid, others left untyped !Risk of being misunderstood by coworkers, managers, subordinates and customers Attorney/Client Privilege? Most comms are not protectedDiscovery Rigid Rugged Resilient 29

Cool Down & Think Communication in Conflict Situations Resist Temptation to Respond QuicklyCheck the Facts Check Your LogicCoordinate Offline Unified FrontDraft, Not Draught! Sleep On It Holding Action Silence is NOT golden Rigid Rugged Resilient 30

Deadly Sins of Communication Public Humiliation Esp. for Managers – You may know intimate details about an employee, e.g. health issues. These details are PRIVATE! Degrading / Insensitive Comments If you are perceived as a jerk, you will have a hard time communicating effectively.Sexual Innuendo There is no time in the workplace when this is okay Ethnic Comments See aboveCultural MiscuesThe workplace can be very diverse. Make an effort to understand what may be offensive to others. It is not always obvious. Rigid Rugged Resilient 31