From face to face to facebook final april 16th wout notes

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From Face to Face to Facebook

Effective Communication to Improve Performance

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Agenda

1. Why Communication matters2. The Communication to Performance

Connection3. Your Communication Style4. Roles and Tools5. Practical Application – Tips

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Why Communication Matters

Traditional-ists Boomers

Gen XGen Y

Gen Z

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101520253035404550

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Traditionalists Boomer Gen X Gen Y

Formal Semi-Formal Irreverent Fun, eye-catching

Significant technology changes. Prefer to connect face to face (formal)

Not connected technologically, face to face reigns – local connections

Networking, multi-processing connections, network of connections

Interactive, global-minded, always connected

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Creation of ‘job flirts’• 2/3rds of these ‘flirts’ use social networks to enhance their career

prospects outside of their current employer

• Office staff are active across a wide range of social tools for professional purposes • >70% use it at least once per month• 21% use LinkedIn, 20% use Facebook, 9% use Google+, 8% use

Twitter• Only 10% of these active social media users use these networks

routinely to discuss work with their colleagues.

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50 - 65 years 35 - 49 years 18 – 34 years

• 20% of TV viewers• 22% of social

media/blog users• 20% of smartphone &

tablet users


networking/blog sites• 30% of smartphone &

tablet users


networking/blog sites• 39% of smartphone

& tablet users

• Other interesting facts:• B2B and B2C – Blog posts are the most profitable marketing methods• B2B - <50% of marketers find Facebook effective for customer reach• Content perceived to have the ultimate power to attract and retain

customers.

• Why would employees be any different?

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• Collective purpose• Improved morale• Improved productivity• Improved teamwork• Less grapevine• Pride in results• Reduced absenteeism• Improved understanding of direction• Confidence in, acceptance of, management decisions*.

• *Excerpted from “The Manager is the Medium” The Mindszenthy & Roberts Corp.

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The Communication to Performance Connection

Communication is a management system:• Emphasizes strategy and the message• Identifies accountabilities for outcomes• Distributes timely information.

Performance requires engagement:• Employees are heavily invested in the welfare of the organization.• Employees want to connect what they do with success and

accomplishment.• Employees seek a sense of purpose and meaning in their work.

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The Communication to Performance Connection

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5% increase in customer loyalty = profit increases of 25 – 85%*

Identify values, behaviors, measures, and actions necessary to build and maintain an ownership mentality.

Use firm-wide databases that enable employees to share information

*HBR, “Putting the Service-Profit Chain to Work” July 2008

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What is your communication style?

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Controller Promoter Supporter Analyzer

CommanderValues getting the job doneNot shy but privateTakes chargeResults oriented

EntertainerValues enjoymentTalkative and openIntuitive, creativeCelebration oriented

Good listenerFriendly and sensitiveRelationship orientedHarmonizerValues acceptance

AssessorValues accuracyPrefers to work aloneIntrovertedThoughtfulIdea oriented

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Your Communication Style

Communication Styles Inventory• There are 18 statements• Choose which statement in each of the questions reflects you

best– choose A or B and circle it• This is an informal survey – how you usually act in everyday life• The idea is to get a picture of how you see yourself

• 10 minutes to complete• Then we will summarize• Then talk briefly about your scores.

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Your Communication Style• So what’s the Verdict?

• If you circled G and D, you tend toward being a Controller/Director

• If you circled O and D, you are more likely a Promoter/Socializer

• By circling O and I – you are a Supporter/Relater• By circling G and I – you tend toward Analyzer/Thinker

But no matter what your preferred style…Increased ability to communicate = increased effectiveness in communication

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Your Communication Role

√ myth teller √ motivator √ tone setter

√ keeper of the human climate*

* Roger D’Aprix, Communicating for Change: Connecting the Workplace with the Marketplace

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Your Role

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What is my Job?

How am I doing?

Does anyone care?

How are we doing?

Where are we headed?

How can I help?

Roger D’Aprix, Communicating for Change

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Tools

1. What tools do you use?

2. Which tools for which purpose?

3. Effectiveness of these tools.

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Tool Employees (√)

Customers (√)

Purpose

Individual Meetings

Group Meetings

Performance Discussions

Spontaneous Meetings

Email

Social Media Status UpdatesArticles, books

Newsletter

Notes and cards

Displays

Voice mail

Recognition activities

Work events

Social events

Memos

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Practical Application• Know your staff demographic composition • Communication preferences• Communication tools

• Think about their communication style• Preferences• Tools

• Think about your communication style• Preferences• Tools

• Integrate your style with their styles• Preferences• Tools

• Utilize these tools and styles for KEY CUSTOMERS, too! 17

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Practical Application

• Employees need information• Employees need to know what is expected

and how to achieve business goals• Communication is composed of • What (Data)• Who (Sender and Receiver)• How (Tools)• Why (expected result)• When (frequency)

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Final Words Top 10 Reasons Employees Stay Engaged

• My job gives me an opportunity to do the things I do best.• My supervisor regularly gives me feedback on my work performance.• I feel the senior management of the organization is concerned about the

employees. • This organization makes it possible for employees to directly contribute to its

success.• I know what is expected of me in my job. • I have an opportunity to participate in decisions made by my supervisor that

affect my work environment. • My co-workers are friendly and helpful. • My supervisor encourages my career growth. • The necessary materials and equipment are available when I need to perform

my job.• Employees of this company genuinely care about the customers.

Source: Survey by HR Solutions International Research Institute

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Final, final word“At the end of the day, having good judgement is part of being a good leader. And beyond that, it’s all about communication, about making people willing to follow your lead.”

Sylvain Boucher, President and CEO, Ergoreseach Ltd., Laval, PQRank of 84 out of 200 for 2011 Profit 200

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From Face to Face to Facebook

Effective Communication to Improve Performance

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From face to face to facebook final april 16th wout notes

Business

Transcript of From face to face to facebook final april 16th wout notes