Course Title. Making Every Word Count Employee Communication That Gets Results! Colleen Billings,...
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Transcript of Course Title. Making Every Word Count Employee Communication That Gets Results! Colleen Billings,...
• Open and Honest Exchanges
• Distribution Before Information is Stale
• Feedback in All Directions
• Accessible and Visible Leaders
• Consistent Messages
Source: Towers Perrin Study
Elements of Effective Information Flow
• 19.4% Higher Stock Price
• 57% Higher Shareholder Return
• 4.5x More Likely to Have Highly Engaged Workforce
• 20% More Likely to Have Low Employee Turnover
Source: Watson Wyatt
ROI: Show Me the Money!
• Think About Things from Their Perspective
• Give the Benefit of the Doubt
• Listen!
• Offer Multiple Options/Solutions
• SMILE!
You Do a Lot for Your Customers!
• Seek First to Understand, Then Be Understood
• Avoid Assumptions of Thought
• Be Aware of Autobiographical Listening
Evaluate-Probe-Advise-Interpret
Prepare to Listen
• Gather Information; Focus on Facts
• Suspend Judgment
• Acknowledge Emotion
But, don’t get “hooked in” by it
• Ask Questions to Clarify
Listen Between the Lines
“I can see why you would think that…”
“That must be excitingupsettingsurprisinginteresting.”
“That must have been frustrating!”
Build Relationships with Empathy
• Email– Specific Information– Updates to Previously Shared Information– Recognition– Follow Up/Document a Verbal Conversation– Newsletters
Written Message
• Face to Face
– Difficult Conversations/Sensitive Feedback
– Discipline
– Periodic Personal Touch
Power of the Spoken Word
• Phone– If Face to Face is Not Possible– Email is Not Working
•Rule of 3– Quick Response– Follow Up to Email with
No Response
Power of the Spoken Word
• 1:1 Meetings– Key Employees or
Leaders
• Leader Roundtable• Video
– Fun or Instructional
Other Communication Channels
Words to Use• Will you…• It works well when…• What will work best?• Let me find out for you.• How may I help you?• I apologize for the
misinformation.
Words to Avoid• You have to…• You can’t…• It’s not our policy.• It’s required.• You should have…• I don’t know.• We have a problem.
Choose Words with Impact
• How do you like to be communicated to?
• How do you like to receive feedback?
• How do you like to be recognized?
• Survey Employees – Survey Monkey is FREE!
Tune in for best reception!
“When dealing with people, remember that you are not dealing with creatures
of logic, but creatures of emotions.”-Dale Carnegie
We’re Only Human