Building the Collaborative Workplace

1. Buildingthe Collaborative Workplace

2. Housekeeping • Phones and pagers off please. • Restrooms / break rooms are located… • We will take regular breaks throughout the day. • Please be on time when returning from breaks. • Share ideas and have fun!!

3. Goal: A Collaborative Continuous Improvement Culture • (Why this class?) • Lean Enterprise strategy involves everyone in real-time problem solving and driving waste out of the organization. • We need to include the ideas and knowledge of everyone in the organization in this effort, including Limited English Speakers. • We must build and grow a spirit of collaboration in order to focus on this goal.

4. Agenda andLearningObjectives Module 1 Communication and Culture in Context • Define communication and recognize the impact of culture on communication Module 2 Practical Strategies for Workplace Communication • Demonstrate and practice strategies for improving communication across language and cultural barriers Module 3 Culture Learning and Bridging the Gap • Broaden knowledge of Hispanic/Latino culture and develop strategies for teamwork and workplace interactions that acknowledge the impact of culture

5. The House of Lean Workplace Communication Strategies A Collaborative Continuous Improvement Culture A Collaborative Continuous Improvement Culture Define Expectations Bridge the Gap Seed and Cultivate Participation Watch for Non-verbal Clues Effective Listening Strategies Paraphrase for Clarification Useful Checks for Understanding Structured Task Training “Lean” English Head Work Open Atmosphere Build Trust Basics of Communication

6. A Model of Communication (direct, specific, and non-punishing) Sending Clear Messages Filters Sender Receiver Giving Effective Feedback (listening, attentive, following, reflecting)

7. Atmosphere is Everything Activity 2 –p.5 Module 1

8. The Impact of Culture Module 1

9. The Spectrum of Limited English Speakers high fluency low literacy high fluency high literacy Oral Fluency low fluency low literacy low fluency high literacy English Literacy Activity 3 –p.7 Module 1

10. Key Workplace Communication SkillsBig Picture Overview • Take Time to Establish Relationships • Encourage and Grow Openness and Participation • Consider the Impact of Culture Module 1

11. BREAK

12. The House of Lean Workplace Communication Strategies A Collaborative Continuous Improvement Culture A Collaborative Continuous Improvement Culture Define Expectations Bridge the Gap Seed and Cultivate Participation Watch for Non-verbal Clues Effective Listening Strategies Paraphrase for Clarification Useful Checks for Understanding Structured Task Training “Lean” English Head Work Open Atmosphere Build Trust Basics of Communication Module 2

13. “Lean” English – Simplify and Monitor Slang • We are shorthanded upstairs in final prep, so I need you to head up and give John a hand. Go upstairs and tell John I sent you to fill in, hang out there and work as long as he needs you, and when you are finished there, head back down. Just make sure you touch base with me as soon as you get back. Got it? Activity 1 –p.9 Module 2

14. “Lean” English Monitor Slang • How many pounds of product can you knock out in an hour? • We are going to ramp up production. • HR gave us a heads up about changes coming down the pike. • There’s a bottleneck we have to get a handle on. Activity 1 –p.9 Module 2

15. Structured Task Training • Analyze the content. Think it through. • Break it into steps. • Use consistent language to describe the steps. • Use visual cues. Model the steps. • Involve as many senses as possible. • Trainee repeats and practices the steps. • Trainer gives feedback. • Trainee demonstrates mastery. • Trainer gives positive feedback. Activity 2 –p.9 Module 2

16. Check for Understanding Activity 3 – p.10 Module 2

17. Use Open Ended Questions • Looking for the Right Question… • Can you read this chart? • Are you going to work this weekend? • Do you have any questions about this training? • Can you do this set-up yourself? • Are you happy with your current job? • Should you report this problem? Activity 3 –p.11 Module 2

18. Listening Strategies • Focus on Key Words • Use Silence - Wait • Restate the Gist as Clarification • - Mirror the Message. • Other strategies Module 2 Activity 4 –p.12

19. Communication • Do’s & Don’ts • Speak slowly • Simplify your speech • Check for understanding • Ask clarification questions • Ignore mistakes, focus on the gist • Correct by paraphrasing, modeling • Be patient, wait • Speak louder • Use broken English • Use slang or idioms (unless you explain them) • Over-pronounce words • Talk “down” • Assume that you have been understood when listeners nod and say yes Module 2 Activity 5 –p.12

20. Key Workplace Communication SkillsBig Picture Overview • Take Time to Establish Relationships • Encourage and Grow Openness and Participation • Consider the Impact of Culture • Use Simple, Direct Communication • Use Effective Comprehension Checking • Listen Effectively and Actively • Work to Understand Accents Module 2

21. BREAK

22. The House of Lean Workplace Communication Strategies A Collaborative Continuous Improvement Culture A Collaborative Continuous Improvement Culture Define Expectations Bridge the Gap with Champions Seed and Cultivate Participation Non-verbal Clues Effective Listening Strategies Paraphrase for Clarification Useful Checks for Understanding Structured Task Training “Lean” English Head Work Open Atmosphere Build Trust Basics of Communication Module 3

23. Features of Non-Verbal Communication • Space • Time • Manner of Speaking • Gestures • Eye Contact • Body Language Activity 1 –p.14 Module 3

24. North American vs. Latin American Latin American • Financial support of family is important and expected • Sense of belonging and first loyalty to family • People who are not family or close friends are often mistrusted • Interaction at work is important and expected • Employees dependant on the organization • Relationships prevail over tasks • American • Individualistic • Independent • Self-reliance is expected • Personal goals of freedom, challenge, and achievement • Individual remain somewhat independent of organization • Task oriented • People are managed as individuals Module 3

25. A Model for Problem Solving 25% Problem Solution Solution 75% Activity 2 –p.17 Module 3

26. Define Expectations • Values, Norms, Assumptions • The way we do things around here • Workplace Cues and Reminders • Orientation and Training Module 3

27. Tips for Increasing Participation • Explain • Learn • Prep • Seed • Ensure everyone gets a turn • Be patient • Develop a champion Module 3

28. Profile of a Champion • Bilingual • Socially Recognized Leadership • Cross-Cultural Skills • Interpersonal Communication Skills • Area Knowledge • Strong Commitment To Training • Availability And Willingness To Spend Time • Patience/Tolerance/Respect For Others • Sense Of Humor • Organizational Skills Module 3

29. Workplace Communication SkillsBig Picture Overview • Take Time to Establish Relationships • Encourage and Grow Openness and Participation • Consider the Impact of Culture • Use Simple, Direct Communication • Use Effective Comprehension Checking • Listen Effectively and Actively • Work to Understand Accents • Employ Sharp Powers of Observation • Question Assumptions (yours and theirs) • Define Expectations Openly Module 3

30. The House of Lean Workplace Communication Strategies A Collaborative Continuous Improvement Culture A Collaborative Continuous Improvement Culture Define Expectations Bridge the Gap Seed and Cultivate Participation Watch for Non-verbal Clues Effective Listening Strategies Paraphrase for Clarification Useful Checks for Understanding Structured Task Training “Lean” English Head Work Open Atmosphere Build Trust Basics of Communication Module 3

31. What was valuable? What could have been better? What’s your Plan of Action? + Module 3