Communication Best Practices: From Grievance to Gratitude

1. Communication Best Practices: From Grievance to Gratitude Presented by C Jalasayanan Jalasayanan@lycos.co.uk (040)2771 0096 C Jalasayanan

2. Grievance • Grievance • It is an allegation that something imposes an illegal obligation or denies some legal right or causes injustice • A complaint about a (real or imaginary) wrong that causes resentment and is grounds for action C Jalasayanan

3. Address Grievance • Which do you think is the best tool to address Grievance of your employees? • Your Mind • Effective Communication • (blah) • (blah) • Your Position in the company C Jalasayanan

4. Why Communication? Have you ever felt • You didn’t understand your • Customers/Employees/Boss/Peers/Suppliers • Spouse/Relatives/Children/Friends • You weren’t understood • You didn’t ask the right question • You didn’t ask it in the right way • You let emotions rule rather than logic • You didn’t communicate confidence, calmness, or the most effective energy • You had less resource to answer JIT (Just In Time) • You didn’t come to closure quickly enough or at all • A lot of time was wasted in meetings and conversations C Jalasayanan

5. Why Communication? Have you ever • Repeatedly had meetings but didn’t seem to come to a clear understanding • Had a strained employee – employer relationship because of misunderstanding • Communicated the right words but did not get the point across • Ended a meeting or conversation on a discordant note C Jalasayanan

6. Ever thought why this is so? • Communication includes • Speaking • Listening • Understanding • Making others understand • Establishing a Course of Action C Jalasayanan

7. What is Communication? • Communication is Perceived as • 55% Physiology • 38% Tonality • 7% Words • Information received and stored in neural networks as • Visual, Auditory, Kinesthetic • Olfactory, Gustatory • Communication Settings • One on One • One to Many • Formal and Informal • Face to Face • Telephone • Email • Asking Questions • Presenting Information C Jalasayanan

8. Where/When Communication? • Planning • Process Engineering/Reengineering • Projects: Requirements to Delivery • Training • Personal Consulting • Industrial Relation • Appraisal C Jalasayanan

9. Know People before communicating • Why you are able to communicate better to your friends and family members? • You know them better • They know you better No matter what you speak, they seem to understand what you are saying C Jalasayanan

10. Know People before communicating • If this is so • Why you have not tried this with your employees so far? • Laziness • I suppose you are not • Others job attitude • If not HR then Whose job this is? • ‘Why Should I’ Attitude • Find someone else all by yourself • Suggest that your boss should do this all by himself • Never thought of this • Act now ! C Jalasayanan

11. Know People before communicating • If this is so • What stopped you from knowing your employees • Time • Did you ever had adequate time • Volume • More the number - more should know well thoroughly • May be - You require some rapid tools • Company Policy • Company Policy !? – YOU Change it right now C Jalasayanan

12. Know People before communicating • If this is so • What stopped you to fell short of being well known friend • Time • Same old answer for this • Over Burdened • Good, You are working in 21st Century heading towards 22nd. Number grows always with burden C Jalasayanan

13. Sources for Best Practices • In the joining Kit use the following rapid tools – (In any combination you feel better) • Neuro-Linguistic Programming (NLP) • Myers Briggs Type Indicator (MBTI) • Technology of Participation • Disney Model • Kano Model • Gender Research – Deborah Tannen C Jalasayanan

14. Now is that you know your employees better (somewhat) Then What? C Jalasayanan

15. Formula for Success • Build Rapport • Project the Right Energy • Sequence Questions Properly • Ask Generic and Expert Questions Considering • Context • Hierarchy • Languages (of Expertise) • Personality Types • Present Proposals Considering • Control and Influence • Audience’s Success Criteria C Jalasayanan

16. Building Rapport • WHY • Establish Trust • Establish Understanding • Lead Individuals or Groups • HOW • Match Voice Speed • Match Verbal Predicates • Match or Mirror Physicality and Energy • Match Brain Processing Speed • Ask Questions that Match Other’s Internal Experience C Jalasayanan

17. Building Rapport Access Cues Visual Constructed Visual Remembered Auditory Auditory Constructed Remembered Feelings Internal Dialogue Other Cues Auditory • Touching Face • Touching Lips • Touching/Rubbing Fingertips Visual • Visually Defocused C Jalasayanan

18. Building RapportQuestions and Access Cues • Visual • How does that look to you? • Do you see what I mean? • Auditory • Does that sound good to you? • Internal Dialogue • What do you say to yourself about that? • Feelings • How would you feel about that? C Jalasayanan

19. Building Rapport Processing Speeds Fast Visual ▲ │ │ Auditory │ ▼ Slow Kinesthetic C Jalasayanan

20. Projecting the Right Energy • Confidence • Calmness • Energy • Professionalism • Playfulness C Jalasayanan

21. Introverts Best Information is Hidden Sensors Observe the Obvious Thinkers Make Decisions Based on Logic Judgers Like Structure, Closure Extroverts Show Their Best Intuitors Make Connections Feelers Make Decisions Based on Values Perceivers Like Freeform, Open to Possibilities Personality TypesFacilitating Communication C Jalasayanan

22. Personality TypesFacilitating Communication • Introversion/Extroversion • Draw out the Introverts • Curb the Extroverts • Sensing/Intuiting • Sensors first – Observe the Obvious • Intuitors second – Make Connections • Judging/Perceiving • Perceivers first – Process Possibilities • Judgers second – Organize, Come to Closure • Thinking/Feeling • Balance Logic and Values C Jalasayanan

23. HierarchyLanguage and Requirements • Executive • Language: Rupees, Paise, Money, $ • Requirements: Cost, Time Frame, ROI • Management • Language: $$$ and Things • Requirements: Summary Reports • Users • Language: Things • Requirements: Ease of Use, Everyday Needs/Wants C Jalasayanan

24. Communication Best Practices: From Grievances to Gratitude • Requirements Gathering • Prioritization • Feasibility Analysis • Problem Solving • Initial Plan and Feasibility Presentation • Task Definition/Schedule Development • Project Plan Presentation • Project Partnerships • Communicating Progress • Acceptance Testing • Delivery C Jalasayanan

25. Requirements Gathering • Roles • Customer, Supplier, Facilitator, Scribe • Hierarchy • Executive, Manager, Users • Language • Business and Technical • Personality Types • Process • Generic Questions • Intent, Evidence, Context • Expert Questions C Jalasayanan

26. Communication Best Practices: From Grievance to Gratitude • Requirements Gathering • Prioritization • Feasibility Analysis • Problem Solving • Initial Plan and Feasibility Presentation • Task Definition/Schedule Development • Project Plan Presentation • Project Partnerships • Communicating Progress • Acceptance Testing • Delivery C Jalasayanan

27. Problem Solving • Roles • Supplier, Facilitator, Scribe • Hierarchy • Developers • Language • Technical • Personality Types • Process – Disney Model • Define the Problem • Generic and Expert Questions • Dreamer, Realist, Critic C Jalasayanan

28. Recommended Reading List C Jalasayanan

29. Reading List NEURO-LINGUISTIC PROGRAMMING (NLP) “Introducing Neuro-Linguistic Programming” by Joseph O'Connor (Mandala, 1990) DISNEY MODEL “Tools for Dreamers: Strategies for Creativity and the Structure of Innovation” by Robert Dilts (Meta Publications, 1991) MYERS BRIGGS TYPE INDICATOR (MBTI) “Type Talk: The 16 Personality Types That Determine How We Live, Love, and Work” by Otto Kroeger (Delta, 1989) GENDER COMMUNICATION “You Just Don't Understand: Women and Men in Conversation” by Deborah Tannen (Ballantine Books, 1990) TECHNOLOGY OF PARTICIPATION “Winning Through Participation” by Laura Spencer (Kendall/Hunt Publishing, 1989) C Jalasayanan

30. Mr Jalasayanan’s Note • Dear All Here I am again presenting you something different.  Not same old techniques of Grievance handling - but strategic solution. I am not saying simply understand - but what you should do and what you should have to understand I know well that you are equipped with time management skills, anger control, pin down techniques etc.  In spite of this, if the problem is chronic how to approach?  Here in this PPT I presume that you know all such techniques and quick fix solutions is of no usage. I agree that there will be some grievance in any organisation which has to be handled and let us handle it in better manner because we have resources in our work place. Pls send in your valuable feedbacks with regards C Jalasayanan

31. Thank You C Jalasayanan