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Course Title

Course Title. Course Title. Making Every Word Count Employee Communication That Gets Results!. Colleen Billings, PHR. Elements of Effective Information Flow. Open and Honest Exchanges Distribution Before Information is Stale Feedback in All Directions Accessible and Visible Leaders

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Course Title

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  1. Course Title

  2. Course Title Making Every Word Count Employee Communication That Gets Results! Colleen Billings, PHR

  3. Elements of Effective Information Flow • Open and Honest Exchanges • Distribution Before Information is Stale • Feedback in All Directions • Accessible and Visible Leaders • Consistent Messages Source: Towers Perrin Study

  4. ROI: Show Me the Money! • 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

  5. Adopt a ‘Customer Service’ Mentality Employees as Internal Customers

  6. You Do a Lot for Your Customers! • Think About Things from Their Perspective • Give the Benefit of the Doubt • Listen! • Offer Multiple Options/Solutions • SMILE! 

  7. Reading • Writing • Speaking • Listening 4 Basic Communication Tools

  8. Prepare to Listen • Seek First to Understand, Then Be Understood • Avoid Assumptions of Thought • Be Aware of Autobiographical Listening • Evaluate-Probe-Advise-Interpret

  9. Listen Between the Lines • Gather Information; Focus on Facts • Suspend Judgment • Acknowledge Emotion • But, don’t get “hooked in” by it • Ask Questions to Clarify

  10. What do you see? Woman’s Face or Jazz Musician?

  11. Build Relationships with Empathy “I can see why you would think that…” “That must be exciting upsetting surprising interesting.” “That must have been frustrating!”

  12. Methods to the Madness In the absence of reliable information, people will make things up.

  13. Written Message • Handbooks/Memos • Policies • Routine Announcements • Hang up on Wall/Cube • Reminders

  14. Written Message • Email • Specific Information • Updates to Previously Shared Information • Recognition • Follow Up/Document a Verbal Conversation • Newsletters

  15. Power of the Spoken Word • Face to Face • Difficult Conversations/Sensitive Feedback • Discipline • Periodic Personal Touch

  16. 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

  17. Other Communication Channels • 1:1 Meetings • Key Employees or Leaders • Leader Roundtable • Video • Fun or Instructional

  18. Choose Words with Impact 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. 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.

  19. Tune in for best reception! • 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!

  20. We’re Only Human “When dealing with people, remember that you are not dealing with creatures of logic, but creatures of emotions.” -Dale Carnegie

  21. Make Every Word Count!Questions?? Colleen Billings, PHR billings.colleen@yahoo.com

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