Stakeholder Management & Communication

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Stake-Holder Management

Professional Communication

Program Objective:

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Stakeholder Management

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A stakeholder is a person or a group of people who have a direct interest in the activities of an

organisation.

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Stake-Holders

Employees

External Customers

SuppliersCompetitors

Shareholders

Stakeholders are . . .

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• Getting help or Getting a problem solved with– Competence , No Hassle , No Run around , No Delay

• Dealing with authorized people who can– Provide correct information– Right a wrong– Make things happen– Prevent buck passing!

• Treating the customer the way they want, which means:– Respect– Quick response– Empathy for the customer’s position & problem

What do your Stakeholders Expect?

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The Communication Process (Components)

SENDER(encodes)

RECEIVER(decodes)

Medium

Feedback/Response

Message

Feedback

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What Is Communication ?

The process of people sharing their ideas, thoughts, and feelings with one another in commonly understandable terms

The basis of Human Interaction

It is giving and receiving of information

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Communication Needs - Assessment

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• Who are the key stakeholders? (internal/External)

• What are the Communication goals ?

• When do Stakeholders need to receive information?

• Are there any spokesperson on their behalf ?

• What are the ‘key’ messages that need to be communicated ?

• What are the standard SOPs ?

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Activity

What is your Communication Style ?

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3 V’s of Communication

• Verbal- Words

• Vocal- Tone- Pitch- Intonation, etc

• Visual- Facial expression- Body language, etc

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Research shows, communication is…

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Mehrabian Rule of Non Verbal Communication

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Maybe

Possibly /Probably

Might

I guess

Seems to

If

I’ll try Well /Actually

You know

ButShould

These words convey the wrong message & give Internal/External Customers a bad impression…

Stay away from them!

Words to avoid

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I understand

Yes

Ok /Uh, huh

Go Ahead /Carry on

I don’t mind!

That’s fine! /That’s ok!

This is taking a while /Bear with me please

I assure youI’m going to…

Reassuring Phrases

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Forbidden Phrases

Forbidden Phrases• I don’t know• I can’t• You’ll have to/ You do this• Hang on a minute• A rude “No…”

• You are not understanding me

Recommended

• I’ll Find Out

• Here’s what we can do

• You/ We need to

• Standard hold procedure

• However, what we can do is…/Not really/ Not yet/ Absolutely, Certainly, Definitely Not/ Thanks, Lastly No

• What I was trying to say is…

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The Vocal Element

• Tone

• Diction & Clarity

• Stress & Intensity

• Intensity

• Volume & Pitch

• Pause

• Speed

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Voice Emphasis

• I did not say he stole the money ( Who did?)

• I did not say he stole the money ( How did I Communicate?)

• I did not say he stole the money ( Who did I say stole it ?)

• I did not say he stole the money ( How did he get it ?)

• I did not say he stole the money ( What did he steal ?)

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Activity

• I did not say that he beats his wife

• I did not say that he beats his wife

• I did not say that he beats his wife

• I did not say that he beats his wife

• I did not say that he beats his wife

• I did not say that he beats his wife

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Body Language

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a) OPEN/CLOSED andb) FORWARD/BACK

Two Basic Groups Of Body Language

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  RESPONSIVE     REFLECTIVE    FUGITIVE   COMBATIVELISTENING BORED LET ME SPEAK

Leaning forward Head tilted Staring into space Finger tappingOpen body Lots of eye contact Slumped posture Foot tappingOpen arms Nodding Doodling Staring

Open hands High blink rate Foot tapping

EAGER EVALUATING LET ME GO AGGRESSIVE

(Sprint position) Sucks glasses/pencil Feet towards door Leaning forwardsOpen legs Strokes chin Looking around Finger pointing

Feet under chair Looks up and right Fists clenched

Leaning forwardLegs crossed in 4

pos.

READY TO AGREE ATTENTIVE LYING DEFIANT

Closes papers (Standing) Touches face (Standing)Pen down Arms behind back Hand over mouth Hands on hips

Hands flat on table Smile Pulls ear FrownEyes down

Glances at you Shifts in seat

Looks down and to left

Body Language Indicators

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Types Of Body Language

• (P) OSTURES & GESTURES- How do you use hand gestures? Stance?

• (E) YE CONTACT- Do you maintain a good eye contact?

• (O) RIENTATION- How do you position yourself?

• (P) RESENTATION- How do you deliver your message?

• (L) OOKS- Are your looks, appearance, dress important?

• (E) XPRESSIONS OF EMOTION- Are you using facial expressions to express emotion?

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Active listening - Non verbal Behavior model

Talking Loudly Quickly

IgnoringResponses

Interrupting

‘Controlling’use of Voice

Stabbing Fingers and other forceful gestures

Aggressive Posture

Harsh Tone of Voice

‘Set’ Mouth

Distance

Staring Eyes

SympatheticGestures

Proximity

Relaxed Toneof Voice

‘Crinkled’ Eyes

ExpansiveGestures

Talking LittleVery QuietlyAllowing

Interrupt-tions

Meek Toneof Voice

DowncastEyesHand washing

and other nervous gestures

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Mismatch Between Verbal And Non-verbal Communication

• Confuses and irritates the audience

• Dilutes the message 

• The image of the speaker is ruined 

• Could be insulting to some of the audience

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How Will You Convey Bad News?

• The Sandwich Method - Feedback Technique

• Good News – Bad News – Good News

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The 6Cs Of Communication

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The Difference Between…..

Hearing is the act of receiving and processing sound waves that strike the eardrums.

Listening is an active process that interprets/ assigns meaning to the sound waves

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Listening

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Concentration

Effort

Level 3Tuned outPretending

Ignoring

Level 2• Selective listening• Divided attention

Level 1Tuned in

• Attentive• Empathic

Levels Of Listening

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Barriers to Effective Listening

• Hearing is listening

• Internal Voice

• Preconceived opinions

• Current mood

• Reactive listening

• Disinterest

• Negative body language

• Physical distractions

He says, "You're always late."She says, "You're always rushing me."One point for him, One point for her.Total score: Zero- Michael P. Nichols (The Lost Art of Listening)

“Go on, I’m listening” while watching TV

“I’m sure he doesn’t mean that!”

“His previous design was all wrong”

“I haven’t submitted IT proofs yet!”

“How can I listen with all this noise!

Looking at the watch, No eye contact

“Why is she dragging this topic like this?”

NeedsImprovement!

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• Hearing is listening

• Internal Voice

• Preconceived opinions

• Current mood

• Reactive listening

• Disinterest

• Negative body language

• Physical distractions

He says, "You're always late."She says, "You're always rushing me."One point for him, One point for her.Total score: Zero- Michael P. Nichols (The Lost Art of Listening)

“Go on, I’m listening” while watching TV

“I’m sure he doesn’t mean that!”

“His previous design was all wrong”

“I haven’t submitted IT proofs yet!”

“How can I listen with all this noise!

Looking at the watch, No eye contact

“Why is she dragging this topic like this?”

Barriers to Effective Listening

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PARAPHRASING

Restating what another has said in

your own words

SUMMARIZING

Pulling together the main points of

a speaker

QUESTIONING

Challenging participants to tackle &

solveproblems

How Can We Improve Our Listening?

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at the speaker –> Use your eyes to acknowledge and attend to the

other person in a warm and friendly manner.

Be open: Seek first to understand, then to be understood.

Stay focused : Focus only on the speaker.

No filters : Try to remain neutral, objective, and open-minded – listen from the heart.

Use your pen :Take notes if you begin to daydream.

Don’t interrupt : It is the height of disrespect and can greatly harm the relationship.

Other Techniques For Better Listening

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Listening…The Other Side Of Communication

Messages must be received as well as sent.

A good question to ask yourself is, are you really listening or simply waiting for your turn to talk?

If you are thinking about your reply before the other person has finished, then you are not listening!

Too many people see communication as merely speaking.

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Steps To Interaction

AcknowledgeThe Person

ClarifyThe Situation

Meet/ExceedThe Need

ConfirmSatisfaction

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What is Miscommunication?

• Making Incorrect Assumptions

• Making up Answers when you are not sure

• Saying “YES” when the answer should be “NO”

• Mis-interpreting non verbal signals

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Leading People. Leading Organizations.

Thank you

®

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