Effective Business Communication
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www.doctordanielcrosby.com [email protected]
Transcript of Effective Business Communication
CommunicationDr. Daniel [email protected]
About Daniel Married to Katrina and father to Charlotte (16 mos.). Huntsville native recently returned. Baseball fanatic and mediocre guitar player. Interested in why people do what they do and how businesses can get them to do more of what is good for business in a way that is personally meaningful.
Who Cares?
Average salary - $5,000
Benefits/Overhead ( x2) - $10,000
Days in a month (/20) - $500
Hours per day (/8) - $62.50
Minutes per hour (/60) - $1.04
Who Cares?
ATL Memo - $1.04 x 5 x 175 = $910
GT USA - $1.04 x 5 x 5,000 = $26,050
How does GT mis-communicate?
What’s the cost of mis-communicating an idea?
Gossiping? Misunderstanding? Stress?
Don’t forget the cost of big mistakes!
Communication 101
BE HONEST
Be Honest
The Five Dysfunctions of a Team
Building Trust
No characteristic is more important, or more rare
Predictive Trust - ability to predict one another’s behavior given history of interaction
Vulnerability-based Trust - comfort being as open about failures, weaknesses, and fears, as strengths and successes
Vulnerability-Who Cares?
“Vulnerability-based trust is predicated on the simple-and practical-idea that people who aren’t afraid to admit the truth about themselves are not going to engage in the kind of political behavior that wastes everyone’s time and energy, and more importantly, makes the accomplishment of results an unlikely scenario.”
– Patrick Lencioni
Marshmallow Challenge
Choose a team name based on a shared experience, belief, or value (no cheating with obvious things like gender or location)
Design a coat of arms
Choose a team motto
Marshmallow Challenge
Tools: 20 sticks of spaghetti, tape, string, marshmallow
Goal: Build the tallest free-standing structure possible
Trick: Marshmallow must go on top
Time: 18 minutes
Remember, practice total trust and honesty in your communication and participation.
Marshmallow Challenge Results
Who’s the best? B-school students, lawyers, CEO’s, CEO’s with assistants, architects, kindergarten students
Average height=20 inches
B-school – 10 inches
Lawyers – 15 inches
CEO’s – 21 inches; 30 inches w/ assistants
Kindergarteners- 28 inches
Architects – 39 inches
Trust and Marshmallows
What accounts for these seemingly odd results?
Why are K-students so skilled?
Why are B-school students so bad?
What accounts for the drastic uptick in CEO
performance when assistants are present?
Business School Approach
Orient
Politick
Jockey for Power
Build
TA-DA!
Uh oh…
Crisis
Kindergarten ApproachOrient
Participation without politicking
No time spent posturing
Lots of prototypes-not afraid to try and fail
Build
TA-DA!
Taller AND more creative!
BE NICEBe Nice
Prisoner’s Dilemma
What is the best communal outcome?
How does this play out over time?
…if the other initially confesses?…if the other initially remains silent?
RECIPROCATION
People return kindness for kindness, and malice for malice
Transcends cultures, allows us to build societies
Mom was right…
You do “catch more flies with honey.”
Reciprocation is identified as one of the six things most predictive of whether or not someone will be persuaded to do things your way.
The variable that best predicts the ultimate outcome of a conversation is how it starts.
Visualize the end from the beginning.
RESPONSIBLE
Be Responsible
Why are Atlantans such bad drivers?Why do you drive poorly?
Observer Bias
Fundamental Attribution Error – we account for others’ behavior in terms of fixed, immovable traits and account for our own behavior with greater context.
Us to Them – “(S)he’s a bad driver because he’s an idiot.
Us to Us – “I’m not a bad driver, I just had a long day at work.”
FAE at Work
Why are you sometimes late for work? What about your colleagues?
Why do you receive praise and recognition? Your coworkers?
How do you communicate with someone who messes everything up and chances into every good thing that happens to them?
Self-Deception
Self-Deception
To whom are you “in the box”?
Know anyone who could really use this information?
How do we get “out of the box”? – accept personal responsibility, allow others to be different than we have seen them previously (confirmation bias), act on generous feelings, fake generous feelings in the meantime
Power of Labels – Rosenhan study, school study
Lived Learning
Engage in “unfiltered dialogue” at work on a topic around which you might normally hesitate to contribute.
Monitor the starting point of your next heated conversation. Make an effort to begin or return it to a point conducive to a positive outcome.
Identify a personal weakness that you may project onto others at work. What might you do to work on this?
Determine a person at work to whom you are “in the box.” How might your perception of them negatively impact your communication. How might treating them better provide a better outcome?
