Strategic Communication: How to Say the Right Thing at the Right Time

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Strategic Communications How to say the right thing at the right time Shannon Vittur Sr. Program Manager Memphis, TN Tricia Walker Principal Supplier Quality Engineer Brooklyn Park, MN

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Presented by: Shannon Vittur, Shilpa Batra and Jennifer Walck

Transcript of Strategic Communication: How to Say the Right Thing at the Right Time

Page 1: Strategic Communication: How to Say the Right Thing at the Right Time

Strategic Communications How to say the right thing at the right time

Shannon Vittur Sr. Program Manager

Memphis, TN

Tricia Walker Principal Supplier Quality Engineer

Brooklyn Park, MN

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Introduction

Today’s Objectives

• Understand effective preparation, execution, and follow through for your communications

• Learn practical tips and tools to help you be a better communicator

| MDT Confidential 2

Strategic communication is at the core of effective leadership…A leader's ability to carve

off the verbal fat and get to the meat of an issue, idea or plan will find success at every turn.

-Reed Markham, PhD

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Meet Shannon

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Meet Tricia

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Bio-Medicus

Multi-Stage

Femoral Venous

Curved

Tip

Arterial

RCSP (Retrograde

Coronary Sinus

Perfusion) with Manual

Inflate Cuff

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Communication is not easy!

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Intended Meaning

Perceived Meaning

B’s Reality A’s Reality

Message

Feedback Message

Verbal

Verbal

Non-Verbal

Non-Verbal

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Why is Communication Difficult?

Language

Technical Content

Emotional Interference

Poor Listening Skills Cultural Differences

Quality of Information

Lack of Trust / Honesty in Source

Not Understanding Stakeholders Needs

Inadequate Feedback

Degree of Expertise and Knowledge

Inappropriate Channels

Position or Status of Source

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You can improve your communication by being more intentional & strategic

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Preparation The Conversation Follow Up

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Prepare for the Conversation

• Understand your stakeholders

– Who are they

– Personality

– Culture

– Their needs

• Prepare your message

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Stakeholder: A person with an interest or concern in a project, a message, or you

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Stakeholders are all around you! • Your manager • Senior management • Project team members • Functional peers

To effectively communicate, you need to know and understand

your stakeholders.

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Stakeholder Analysis

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Key

Stakeholders

Relation to you /

project

Stro

ngl

y A

gain

st

Mo

de

rate

ly A

gain

st

Ne

utr

al

Mo

de

rate

ly S

up

po

rtiv

e

Sup

po

rtiv

e

Issues / Concerns

“Wins” Communication

Strategy

Think about who it’s important to communicate to

and with

Think about who it’s important to communicate to

and with Is the

stakeholder a superior? A

team member? A peer?

Is the stakeholder a

superior? A team member? A

peer?

Think about where the stakeholder is on the spectrum? Where do you need them to

be?

Think about where the stakeholder is on the spectrum? Where do you need them to

be?

Think about what concerns the

person might have & what you might be able to show as

a “Win”

Think about what concerns the

person might have & what you might be able to show as

a “Win”

Plan out how you want to

communicate - medium,

frequency, etc.

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Stakeholders – Not all are equal

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Keep Satisfied Manage Closely

Keep Informed

Keep Informed +

2-Way Communication

Infl

uen

ce

Interest

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Understand the communication styles of your stakeholders

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Qu

est

ion

Business

Stateme

nt

Analytical Driving

Amiable Expressive

Personal

Statistics or proof Get right to the point

Open with personal question Need to see big picture

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Understanding Culture is Critical to Successful Communication

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1. Do your homework – learn as much you can about the culture

2. Culture can be more than geographic - think about generations

3. Keep messages simple & plan effective blend of verbal & written communications

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Take time to understand your Stakeholder and their motivations and needs

Sample preparation questions:

1. What’s the person’s background? Key motivators?

2. What are strategic priorities of person? How do you (project, issues, needs) fit into these priorities?

3. Are there any “hot topics” to avoid?

4. What currency is important to person?

5. How does this person make decisions? Where do they like to be involved?

6. Preferred communication methods? Frequency?

7. Where do you have common ground?

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Prepare your Message

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Know your “ask”

• What do you need?

• Decisions needed?

• What do you want them to know?

Be brief & concise

• Rule of three

• Know your points

• Keep a list for your key projects

Watch the details

• Do not need whole story

• Think impact

• Use right currency!

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Prepare your Message Things to Think About

How does your audience process information?

Position / Status of Source The higher the person, the fewer

the details

Plan ahead on questions Answer before its asked

Minimize Slides Less is more!

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The Conversation

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Push

• Communication to specific people – but can be passed on without notice!

• Does not guarantee receipt or understanding

• E-mails, memos, voicemails, reports

Pull

• Communication for large amounts of information or audiences

• Access at convenience

• Websites, E-learning, knowledge management repositories

Interactive

• Bidirectional communication between two or more parties

• Most efficient communication method

• Meetings, phone calls, video conferencing

User the Right Method

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Emotional Interference A common pitfall

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1. Take emotion out of the situation

2. Get to the source of the issue

3. Leverage your relationships

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Getting a Decision

1. Present one recommendation

2. Back up only with data needed

3. Recruit supporters

4. Use the meeting before the meeting

5. Have contingencies prepared

6. Be confident & decisive

7. Reiterate decision and get buy in from all before adjourning

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Delivery… How can you tell people are listening?

Listening Not Listening

Eye Contact

Steady None or not consistent

Body Language Open posture with a tilt of head

or lean forward Turned away or distracted

Response Paraphrase what you say

Ask relevant questions Constant “Yeahs” or “Uh huhs”

No response or questions

Focus On you or what you are discussing

On everything else – phone, computer, side conversations

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Delivery… What to do when they’re not listening?

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Get to the point & minimize the details

Adjust to a more confident body

language

Change tone or voice inflection

Be more interactive

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The Impromptu Conversation

Because you can’t always plan…

…but you can be prepared!

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• Who are those “opportunities” Stakeholders • What would want them to think? Your message • What do you say? Have 2-3 talking points • Brevity is key! Don’t get into details

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Follow Up

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Make sure you follow through

1. Confirm key decisions in writing

2. Commit to action items and timely updates

3. If your asked for something, do it!

4. Be aware of organizational status…your manager can be a great conduit

5. Continue to put yourself out there

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Parting Thoughts

• Study, know, and manage your stakeholders

• Messaging is critical – Be concise

– Be efficient with details

– Know your talking points

• Be adaptable – learn to recognize when something is not working

• Communication is a cycle…you never really stop

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