Communicaion通用电气公司的培训课程课件

Manager’s

Communication

ToolkitUnderstandhowcommunicationplaysakeyroleinyoureffectivenessasaleaderandindeliveringbusinessresultsLearnaboutthecommunicationsmodelandhowtoapplyitwithinyourworkteamordepartmentCreateanenvironmentthatfostersopenandhonestcommunicationDevelopmeasurablecommunicationactionplans

thataddressbothbusinessandemployeeneedsPurposeofWorkshop

ConnectingemployeestothebusinessvisionServiceProfitChainEmployeeSatisfactionEmployeeLoyaltyEmployeeProductivityCustomerSatisfaction/CustomerLoyaltyRevenueGrowthProfitabilityOurPeopleOurCustomersOurBusinessCommunicationasaLink

Needtobetterunderstand

whatouremployeessay

andwhattheydoEmployeesarethecriticallinkbetweencustomersandourbusiness

BlackBelt,MasterBlackBeltCorporateAuditStaffMulti-BusinessExperience/ExposureUnique,StretchAssignmentsFinancialAcumenGlobalExperience/CulturalBreadthFunctionalDepth

OutstandingCommunicationSkillsAbilitytoAttract/Keep/Develop

GreatTalentPassionateApproachCrisisLeadershipContinuousLearnerSeeksFeedback...AndActsonItLeadershipDevelopment

CapabilityandContributions

Listening,Learning,TeachingSeveralCareer/ExperienceEnhancersSeveralLeadershipEnhancersWhatisCommunication?DefiningCommunication

LeadersmustviewcommunicationasemployeesdoCommunication:EventorProductManagerViewExamples:E-mailInsideGECEOwebcastAProcessEmployeeViewExamples:

PerformancefeedbackMarketinformationTeamupdatesWhatisCommunication?

Communicationhastwocoreprocesses:

“Sending”and“Listening”CommunicationisaprocessthatturnsinformationintounderstandingSenderReceiverMessageFeedbackCheckingforUnderstanding

Howtocheck/listenforunderstandingAskdirectopenendedquestionsRequestanactionplanorlistofprioritiesSolicitfeedbackontheinitiative/project/requestGEBusinessCEOSeniorLeadershipTeamManagersAssociatesMMMMAAAAAAAWemusttakeresponsibilitytoensurethatourmessagesaredeliveredconsistentlyandmeaningfullyCommunicationAsIsHighSay/HighDoOpen,honestanddirectcommunicationManager’sRoleManagershavethekeyroleincommunicationMostofwhatemployeeswanttoknowishowkeymessagesandmarketplaceissuesaffecttheirjobsCompanymessages10%Business-specificmessages20%Howkeymessagesandmarketplaceissuesaffectmyjob70%Manager’sRoleFacilitator

of

UnderstandingSourceofInformationEmployeesdon’twantMOREcommunication...theywantunderstandingofhowkeymessagesrelatetotheirjobsJobresponsibilities1Whatismyjob?HowamIdoing?Feedback,performancereview,coaching2How’smyunitdoing?Measurements,regularupdatesfrommanager4Whereareweheaded?Vision,mission,strategy5Commitment6HowcanIhelp?Listening,recognition3Doesanyonecare?Source:RogerD’AprixMarketplace-basedBasicknowledgeneedsasemployeesdescribethem:GE’’sCommunicationModelEmployeecommitmentisearnedonlyafterbasicneedsaremetHelpteammembersunderstandtheirresponsibilitiesandtalkaboutexpectationsSetagreeduponprioritiesanddeadlinesWherepossible,involveteammembersinplanning,decision-makingandimplementingchangesLinkteammembers’jobresponsibilitiestobusinessstrategyandprioritiesManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetWhatismyjob?JobResponsibilitiesSource:RogerD’AprixHowamIdoing?Manager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetPerformancefeedbackProvidefeedback(positiveanddevelopmental)onperformanceTellemployeeswhattheyaredoingrightaswellaswrongDiscussmutualactionsforperformanceimprovementMakefeedbackafrequentandtimelyactivityLearnhowtolisteneffectivelyandhowtocoachpeoplesotheycanimprovetheirperformanceSource:RogerD’AprixSource:RogerD’AprixDoesanyonecare?IndividualneedsTaketimetolistenandtalkhonestlywithemployees;valueandrespectthemWalkthefloorHoldstaffmeetingsinwhichpeoplehavetheopportunitytoexpresstheirideasandconcernsSolicitfeedbackaboutyourownleadershipstyleRecognizeandactonpeople’sideasPracticecommonday-to-daycourtesiesandcivilitiesManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetHow’s

myunit

doing?Workunitobjectives,resultsSharegeneralbusinessinformationonatimelybasisDiscussteamgoalsandhowtheymatchoverallbusinessobjectivesRecognizeteamaccomplishmentsDiscusstheneedforteamperformanceimprovementFindopportunitiestoassembletheteamfordialogueandcelebrationSource:RogerD’AprixManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetWhereare

weheaded?Vision/MissionandValuesGainapersonalappreciationandknowledgeofthebusiness’vision,missionandstrategicdirectionInternalizethecompany’svaluesystemandbehaveaccordinglyShowpersonalconvictionandcommitmenttothevision,mission,strategyRelateworkgroupexperiencetothevision,missionandvaluesandhelpkeeppeoplefocusedBepresenttotheworkforceinwaysthatmakethemfeeltheyarebeingledbysomeonewhounderstandsandcaresSource:RogerD’AprixManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetHowcanIhelp?EmpowermentProvidegenuineopportunities

forinvolvementEmpowerpeopletotaketheinitiative

andmakedecisionswithoutsecondguessingthemSupporttherisktakersevenwhentheymakeamistakeRecognizeandrewardtruecontributionEncourageandsupportcross-functionalcollaborationPromotemutualtrustandcommitmentSource:RogerD’AprixManager’sRoleEmployeecommitmentisearnedonlyafterbasicneedsaremetHowAreWeDoingToday?Measurements,regular

updatesfrommanagerXX%Saymanagerinspireshigh performanceXX%TreatedwithrespectXX%SaythewayweworkisdrivenbyGEValuesVision,mission,strategyXX%SaybusinessiswellrunXX%Saybusinessiswell-positionedforgrowthXX%Saycommunication

inbusinessisopen,honestCommitmentXX%SatisfiedwithGEXX%SayworkgiveschancetoshowwhattheycandoXX%GiventheopportunityforchallengingassignmentsSource:RogerD’AprixMarketplace-basedListening,recognitionXX%Saygoodideasadoptedregardlessofwho/whereXX%SaymanagershowsappreciationXX%RewardedforgoingaboveandbeyondFeedback,performancereview,coaching•XX%Receiveongoingfeedback•XX%Sayworkinghereofferschancetogrowanddevelop•XX%Sayexperience,skillsgainedatGEincreaseopportunitiesJobresponsibilitiesXX%SaytheirjobresponsibilitiesarecleartothemWhyAreWeHere?VoiceoftheEmployeeHowcan

Ihelp?6Whereareweheaded?5HowamIdoing?2How’’smyunit

doing?4Does

anyonecare?31Whatismyjob?DeliveringEffectiveCoaching&FeedbackWhatisCoaching?CoachingisaninteractiveprocessofhelpingothersreachtheirgoalsCoachinginvolvesunlockingaperson’’spotentialtomaximizehisorherperformanceWhatCoachingisandisnotCoachingisnot:DirectingTrainingCorrectiveactionReprimandingMentoringTherapyCoachingis:FocusedWorkrelatedOnetooneAcontinuousprocessTheCoachingProcessStrategyAdvocateInquireReflectiveListeningTheCoaching/CommunicationProcessInquire(Ask)aboutacoachee’’sabilitiesandgoalsusingopenendedquestionsReflect(Listento)thecontentandfeelingofwhatthecoacheeissayingAdvocate(Tell/share)perceptionsandstandardsacoacheeneedstomeetFeedbackwillformthebasisforyourdiscussionsFeedbackGAPSSMARTActionPlanningReflectiveListeningAdvocateInquireSOIStrategyFeedbackinCoachingWhatisFeedbackFeedbackisusedtomakeapersonoragroupawareofabehavioryouseeandhowthatbehaviorisaffectingcustomers,thebusiness,theteamoryouFeedbackisakeystepinmovingthroughthecoachingprocessAftercompletionofaproject/initiativeWhenbehaviorpatternsemergePeriodicprogressreviews/updatesInformalluncheons/discussionsInterimcoachingEMS/annualperformancereviewWhentogivefeedback……DeliveringFeedbackSelf-FeedbackMotivationalFeedbackDevelopmentalFeedbackCoachasks(Inquiry):Whatdoyouthinkwentwell?Whatmightbeimproved?Coachofferspraiseforpositiveactions.REMEMBER:Neverusetheword““but.””Coachofferssuggestionsforfutureimprovement.PresentingFeedbackCrisisCommunicationAdifficultperiodofpotentialoractualharmtoemployees,ordamagetothecompany'sbrandorfinancialstability,triggeredbyasuddeneventorlong-smolderingissueWhileterroristactsfallintothisdefinition,sotoodowidespreadITfailuresornaturaldisasters,amongotherthingsWhatisaCrisis?CrisisCommunicationGoalsLeadershipagreementineverystepMakeitclearthatemployees’safetyisthefirstconcern,ifapplicableDescribefactsandactionsbeingtakenasyouknowthem—tellthemwhatyouknow,whatyoudon’tknowandwhenyouthinkyou’llknowmore.Thenfollow-up!EnsureyourmessagesareconsistentwithbusinessmessagesCreatearegularforumforemployeestoask/submitquestionsandforyoutoprovideanswersCrisisCommunicationGoalsCreatingACommunicationPlanAssessPlanDoCheckStrategicCommunicationsProcessContinuous,IterativeProcessforCommunicationTaskTool-Assessemployeeneeds -Focusgroups-Informaldiscussions-Employeesatisfactionsurvey-EmployeeNeedsAssessment(Toolkit)Assessleader’sattitudes-LeadershipAssessment(Toolkit)Assessbusinessneeds -BusinessNeedsAssessment(Toolkit)StrategicCommunicationProcessStartbyassessingwhereyouare…

andwhereyouneedtogoAssessEmployeeNeedsAssessmentAssessBusinessAssessmentAssessLeadershipAssessmentAssessStrategicCommunicationProcessTaskTool-Identitystakeholders -CommunicationsPlanWorksheet(Toolkit)-DevelopKeyMessages -KeyMessageWorksheet(Toolkit)-Selectcommunicationvehicles -EmployeesatisfactionsurveyPlanWhat:ishappeningandwhat’snextWhy:wearedoingthis(marketconditions,competitors,businessneeds)Who:willbeaffected(business,department,individuals)Where:youcangoforinformation&questionsWhen:you’llhearmoreWhatdoesthebusinessneedemployeestohearandwhatdoemployeeswanttohear?KeyMessagesPlanKeymessagesarethosethreetofourpointsyouwantyouraudiencetorememberKeymessagesshoulddriveorsupportbusinessoutcomesKeymessagesshouldbe...simplesupportablehonestconsistentrepetitiveKeymessagesmustbetailored/relevanttostakeholdersDevelopingKeyMessagesPlanCommunicationsPlan-KeyMessagesPlanDigitizationDigitizationmeans…Thismakesourprocesseseasier,faster,cheaperby…Ourbusinessislookingatdigitizationinthefollowingareas…Thiswillimpactourteamby…Thiswillimpactyourworkby…I’dlikeyouto……Weneedtoconsider…Here’showwe’llprioritize…I’ll…by…Myexpectationsare…Let’sfollowup……orOne-wayCommunicationPrintVoice-mailE-mailIntranetBulletinboardVideoTwo-wayCommunicationOne-on-onemeetingTeammeetingDepartmentmeetingInformaldiscussionsWebchatHowshouldyoudeliver

themessage?Themorechangerequired,themoreconsistent,two-waycommunicationyou’llneedPlanTypesofVehiclesTypeWrittenSamplesE-mailsLettersNewslettersIntranetOnlineChat-Webchat-SametimeUseforBroaddisseminationDocumentationMessagereinforcementImmediateBroaddisseminationMessagereinforcementQ&AInteractionOne-wayCanbeone-wayortwowayVerbalOne-on-onemeetings-Formal-InformalGroupmeetings-Largeorsmall-Skiplevel-Roundtable-WalkthefloorVoicemailInfluencebehavior/attitudesCheckforunderstandingRecognitionFeedback/coachingInfluencebehavior/attitudesCheckforunderstandingRecognitionUrgentrequests/informationData““snippets”Actionto-doTwo-wayTwo-wayOne-wayPlanStrategicCommunicationProcessIfyoudon’’treachasharedunderstanding,

youhavenotcommunicatedTaskTool-Deliverthemessage -Agenda-Meetingchecklist-Checkforunderstanding-Informaldiscussion

-Requestactionplan/prioritylist-SolicitfeedbackDoTeamMeetingChecklistDoMessageChecklistDoStrategicCommunicationPlanAtaGlanceDoStrategicCommunicationProcessChecktheeffectivenessofyourcommunications…

andadjustyourplanbasedonthefeedback!TaskTool-AssesstheeffectivenessofindividualcommunicationsAssesstheeffectivenessofyouroverallcommunications-Plus/DeltaInformaldiscussionFocusgroupsGEOpinionSurveyAssessmentsPulsesurveysCheckToolsCommunicationsPlanWorksheetWhodo

youneedtocommunicateto?YourteamThebusinessIndividualsCustomersBusinessStrategyWhatisthepurposeortopictobecovered?SpecificCommunicationorEventWhatarethekeymessagesthatyouwanttodrivetoyouraudiences?Whatvehicleswillyouusetodistributeyourmessagestoyouraudiences?Modchatemailallhandswebcastone-on-onemtgHowoftenwillyoucommunicate?weeklymonthlyquarterlyWhatwillsuccesslooklike?Howwillyouknowwhenyougetthere?-E-mailfrombizleaderTrainingManager’sMinuteMgrcommwebsitePerformancereviewsWhen:FrequencyManagersAllemployeesDirectreportsHRMsImproveOpenandHonestCommunicationMgrsarethelinkinopenandhonestcommbetweenthebizandemployeesImprovingmgrcommwillincreaseemployeesatisfaction,productivity,anddrivebusinessgoalsCommisacoreleadershipcompetencyBusinesswillusecommmetricsinleadership,mgrperformanceevaluationsHRMs:YoualsowillhelpsupportinitiativeacrossorganizationBusinessiscommittedtoimprovingopenandhonestcommunicationWillusecommmetricsinleadership,mgrperformanceevaluations-E-mailfrombizleaderTrainingPerformancereviews-E-mailfrombizleaderTrain-the-trainerPerformancereviews-E-mailfrombizleaderAll-employeebroadcastsFocusgroupsProgressupdates-1x1xOngoing-1x1xMonthlyOngoingOngoing-1x1xOngoing-1xBi-monthly1xQuarterlyGEOpinionSurveyFocusgroupsInformalfeedbackRetentionofhi-potentialsGEOpinionSurveyGEOpinionSurveyGEOpinionSurveyWho:Stakeholder/AudienceWhat:Purpose/Topics/MessagesHow/Where:Activity/VehiclesMeasurement:Howwillyouknowifyouweresuccessful?SampleInitiativeCommunicationsPlanSampleCommunicationsCalendarThursdayMondayTuesdayWednesdayFriday5121926September20058-9amdirectreportstaffmtg8-9amdirectreportstaffmtg12-1pmskiplevelluncheon12-1pmskiplevelluncheon2-2:30pmdirectreport1o