Colleagues, committees, Council and community: How strong is your ‘internal’ communication?

1. Colleagues, committees, Council and community: How strong is your ‘internal’ communication? Eric Alex, Cheam First Nation Trina Wamboldt, Urban Systems Ltd.

2. session purpose • good communication starts at home • this session has been designed for First Nations who are interested in enhancing communication and engagement within their own community • effective internal communication will support effective external communication which is becoming increasingly important with LNG

3. our goals today develop our understanding of what creates healthy ‘internal’ communication share ideas and learn from each other leave with some practical tips that you can apply when you return home

4. four main topics • what is ‘internal’ communication? • why is it important? • what gets in the way? • how can we get better?

5. but first, let’s get acquainted

6. where are you from? Northern BC Central Interior Okanagan South Coast Kootenays

7. where are you from?

8. what is the total population of your First Nation community? • Less than 100 members • 100-300 members • 300-500 members • 500-1000 members • 1000+ members

9. what is the total population of your First Nation community?

10. how many members live locally? • Less than 100 members • 100 – 300 members • 300 – 500 members • 500 – 1000 members • 1000+ members

11. what type of work do you do? • Chief or Council • Administration • Local or Provincial Government • Industry • Consultant

12. how would you rate communication in your community? • great • pretty good • don’t know • not so great • bad

13. how are your communication skills?

14. some definitions to help focus our discussion

15. ‘com.mu.ni.ca.tion’ noun the imparting or exchanging of information or news means of connection between people or places, in particular

16. communication vs. engagement “communication” implies an exchange of ideas or information (often one way) “engagement” implies active participation in problem solving or decision making

17. “internal” communication(for today’s purposes) the exchange of ideas and information and active engagement between community members

18. community members (for today’s purposes)

19. what would the impact be? you found out your best friend was talking badly about you behind your back? your spouse bought an expensive new car without discussing it with you? you were left out of a special social event? your mother forgot your birthday?

20. what if it kept on happening? TRUST

21. trust is built through relationships – people to people over time respect honesty transparency openness reliability inclusivity Integrity other?

22. can there be effective communication without trust? • yes • no

23. can there be trust without effective communication? • Yes • No

24. mutually reinforcing

25. what are the barriers to effective communication in your community?

26. “The greatest problem in communication is the illusion that it has been accomplished”- Daniel W. Davenport

27. always answer the 5 W’s WHO: who is affected? who is championing? who is watching? who cares? WHAT: what impact will it have on me? what will I have to do differently? WHERE: where can I ask for help? where can I get more information? WHEN: when will I hear more? when will these changes happen? WHY: why is this necessary? rewards and consequences

28. avoid the landmines understand the interests and concerns of the community know and respect peoples’ communication styles – find creative ways to engage all styles welcome constructive discontent/diverse opinions acknowledge feelings to diffuse outrage focus on what you can influence (recognize passive aggressive behaviour)

29. “What you do speaks so loudly that I cannot hear what you say” Ralph Waldo Emerson

30. build enthusiasm - light up the moccasin line

31. 10 tips for leaders Tip # 1 - 60% of people prefer visual communicationUse interactive visuals whenever possible. A picture paints a thousand words. Tip # 2 - The power of small groupsSmaller face to face communication, such as brown bag lunches offer a more personalized and engaging format for leadership communication. Tip # 3 Customize communications for different target audiences A servant leader has the ability to “speak their language” when talking with employees. That language allows employees to make a connection between a verbal concept and their own experience. Tip # 4 - Expand awarenessMake sure employees understand how the work they do contributes to the overall success of the organization. Expand their awareness beyond their own performance and extend it out into their team. Tip # 5 - Encourage and help senior managers share ideas with their staffConnect staff to the great ideas. Awareness creates discussion and can lead to action.

32. 10 tips for leaders Tip # 6 – Not communicating or communicating late can damage trust Hearing about an important update from media, colleagues or family and friends can have a negative impact on employee engagement. Ensure employees hear these messages from the business as soon as possible. Tip # 7 - Catch dissatisfaction earlyMake it easy to regularly gather feedback from staff and to catch dissatisfaction early - to understand what’s really going on. Tip # 8 - Show how feedback is being used Never miss an opportunity to build credibility and trust by demonstrating that you’ve heard and considered the feedback that’s been provided. Tip # 9 - Actively promote organizational effectiveness, reputation and ethicsEmployees want to feel good about their leaders, where they work and the reputation of their company. Tip # 10 - If the rank-and-file employee doesn't get it, it won't workIf you aren’t speaking the language of your employees you are not creating clarity or enabling them to act.

33. consider developing an internal communication strategy communication goals and objectives situational context audiences interests and sensitivities key messages policies and procedures roles and responsibilities communication methods action plan success measures

34. benefits of good communication • BUY IN • cohesion • synergy • cooperation • greater efficiency • community progress

35. what can be done to strengthen communication in YOUR community?

36. thank you! Eric Alex, Cheam First Nation: 604.794.7924 ext.105 eric.alex@cheamband.com Trina Wamboldt, Urban Systems: 250.374.8311 twamboldt@urbansystems.ca