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Manager’sCommunicationToolkitManager’sCommunicationToolkit2•Understandhowcommunicationplaysakeyroleinyoureffectivenessasaleaderandindeliveringbusinessresults•Learnaboutthecommunicationsmodelandhowtoapplyitwithinyourworkteamordepartment•Createanenvironmentthatfostersopenandhonestcommunication•DevelopmeasurablecommunicationactionplansthataddressbothbusinessandemployeeneedsPurposeofWorkshopConnectingemployeestothebusinessvisionManager’sCommunicationToolkit3ServiceProfitChainEmployeeSatisfactionEmployeeLoyaltyEmployeeProductivityCustomerSatisfaction/CustomerLoyaltyRevenueGrowthProfitabilityManager’sCommunicationToolkit4OurPeopleOurCustomersOurBusinessCommunicationasaLinkNeedtobetterunderstandwhatouremployeessayandwhattheydoEmployeesarethecriticallinkbetweencustomersandourbusinessManager’sCommunicationToolkit5•BlackBelt,MasterBlackBelt•CorporateAuditStaff•Multi-BusinessExperience/Exposure•Unique,StretchAssignments•FinancialAcumen•GlobalExperience/CulturalBreadth•FunctionalDepth•OutstandingCommunicationSkills•AbilitytoAttract/Keep/DevelopGreatTalent•PassionateApproach•CrisisLeadership•ContinuousLearner•SeeksFeedback...AndActsonItLeadershipDevelopmentCapabilityandContributionsListening,Learning,TeachingSeveralCareer/ExperienceEnhancersSeveralLeadershipEnhancersWhatisCommunication?Manager’sCommunicationToolkit7DefiningCommunicationLeadersmustviewcommunicationasemployeesdoCommunication:EventorProductManagerViewExamples:E-mailInsideGECEOwebcastAProcessEmployeeViewExamples:PerformancefeedbackMarketinformationTeamupdatesManager’sCommunicationToolkit8WhatisCommunication?Communicationhastwocoreprocesses:“Sending”and“Listening”CommunicationisaprocessthatturnsinformationintounderstandingSenderReceiverMessageFeedbackManager’sCommunicationToolkit9CheckingforUnderstandingHowtocheck/listenforunderstanding•Askdirectopenendedquestions•Requestanactionplanorlistofpriorities•Solicitfeedbackontheinitiative/project/requestManager’sCommunicationToolkit10GEBusinessCEOSeniorLeadershipTeamManagersAssociatesMMMMAAAAAAAWemusttakeresponsibilitytoensurethatourmessagesaredeliveredconsistentlyandmeaningfullyCommunicationAsIsManager’sCommunicationToolkit11HighSay/HighDoOpen,honestanddirectcommunicationManager’sCommunicationToolkit12Manager’sRoleManagershavethekeyroleincommunicationMostofwhatemployeeswanttoknowishowkeymessagesandmarketplaceissuesaffecttheirjobsCompanymessages10%Business-specificmessages20%Howkeymessagesandmarketplaceissuesaffectmyjob70%Manager’sCommunicationToolkit13Manager’sRoleFacilitatorofUnderstandingSourceofInformationEmployeesdon’twantMOREcommunication...theywantunderstandingofhowkeymessagesrelatetotheirjobsManager’sCommunicationToolkit14Jobresponsibilities1Whatismyjob?HowamIdoing?Feedback,performancereview,coaching2How’smyunitdoing?Measurements,regularupdatesfrommanager4Whereareweheaded?Vision,mission,strategy5Commitment6HowcanIhelp?Listening,recognition3Doesanyonecare?Source:RogerD’AprixMarketplace-basedBasicknowledgeneedsasemployeesdescribethem:GE’sCommunicationModelEmployeecommitmentisearnedonlyafterbasicneedsaremetManager’sCommunicationToolkit15•Helpteammembersunderstandtheirresponsibilitiesandtalkaboutexpectations•Setagreeduponprioritiesanddeadlines•Wherepossible,involveteammembersinplanning,decision-makingandimplementingchanges•Linkteammembers’jobresponsibilitiestobusinessstrategyandprioritiesManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetWhatismyjob?JobResponsibilitiesSource:RogerD’AprixManager’sCommunicationToolkit16HowamIdoing?Manager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetPerformancefeedback•Providefeedback(positiveanddevelopmental)onperformance•Tellemployeeswhattheyaredoingrightaswellaswrong•Discussmutualactionsforperformanceimprovement•Makefeedbackafrequentandtimelyactivity•LearnhowtolisteneffectivelyandhowtocoachpeoplesotheycanimprovetheirperformanceSource:RogerD’AprixManager’sCommunicationToolkit17Source:RogerD’AprixDoesanyonecare?Individualneeds•Taketimetolistenandtalkhonestlywithemployees;valueandrespectthem•Walkthefloor•Holdstaffmeetingsinwhichpeoplehavetheopportunitytoexpresstheirideasandconcerns•Solicitfeedbackaboutyourownleadershipstyle•Recognizeandactonpeople’sideas•Practicecommonday-to-daycourtesiesandcivilitiesManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetManager’sCommunicationToolkit18How’smyunitdoing?Workunitobjectives,results•Sharegeneralbusinessinformationonatimelybasis•Discussteamgoalsandhowtheymatchoverallbusinessobjectives•Recognizeteamaccomplishments•Discusstheneedforteamperformanceimprovement•FindopportunitiestoassembletheteamfordialogueandcelebrationSource:RogerD’AprixManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetManager’sCommunicationToolkit19Whereareweheaded?Vision/MissionandValues•Gainapersonalappreciationandknowledgeofthebusiness’vision,missionandstrategicdirection•Internalizethecompany’svaluesystemandbehaveaccordingly•Showpersonalconvictionandcommitmenttothevision,mission,strategy•Relateworkgroupexperiencetothevisio