SQUADRON LEADERSHIP SCHOOL Seminar 4.2 The Staff Officer as Communicator

1. SQUADRON LEADERSHIP SCHOOL Seminar 4.2The Staff Officer as Communicator

2. The Great Communicator? “I know that you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant.” - Richard Nixon (attributed)

3. The Great Communicator “… we shall defend our island, whatever the cost may be, we shall fight on the beaches, we shall fight on the landing grounds, we shall fight on the fields and in the streets, we shall fight in the hills; we shall never surrender…” Winston Churchill

4. Objectives • Describe principles of effective and ineffective communications • Describe the seven steps in the Air Force’s communication process • Analyze a case study and explain how poor communication affected the mission • Explain the purpose and requirements of: • Letters of invitation and thanks • Award nominations • Official requests for support • Information or advocacy briefings • Introducing and thanking a speaker • Facilitating a meeting • Create checklists for successfully using the media listed above

5. Characteristics of Good Communications What are some characteristics of effective communication?

6. Characteristics of Good Communications Memorable Concise Grammatically-correct Engaging Persuasive Logical Well-supported Honest Appropriate for audience Balanced Fair Thorough Well-organized Respectful Factual Reasoned and unemotional

7. Characteristics of Good Communications What are some “mortal sins” that make communication ineffective?

8. Mortal Sins of Communication Never-ending Sneaky Grammatically incorrect Dull Shoddy Crazy Opinionated Dishonest Inappropriate for audience Slanted Unfair Skimpy Disorganized Hysterical Full of assumptions Disrespectful

9. Five Principles of Effective Communication FOCUS Focused Organized Clear Understandable Supported

10. Seven Steps for Effective Communication Support your ideas Draft Fight for feedback and get approval Edit Organize and outline Research your topic Analyze your purpose and audience What is involved in each step? What is the correct sequence?

11. Seven Steps for Effective Communication Analyze your purpose and audience Research your topic Support your ideas Organize and outline Draft Edit Fight for feedback and get approval

12. Case Study: Columbia

13. Review Of Test Data Indicates Conservatism for Tile Penetration • The existing SOFI on tile test data used to create Crater was reviewed along with STS-107 Southwest Research data • Crater overpredicted penetration of tile coating significantly • Initial penetration to described by normal velocity • Varies with volume/mass of projectile (e.g., 200ft/sec for 3cu. In) • Significant energy is required for the softer SOFI particle to penetrate the relatively hard tile coating • Test results do show that it is possible at sufficient mass and velocity • Conversely, once tile is penetrated SOFI can cause significant damage • Minor variations in total energy (above penetration level) can cause significant tile damage • Flight condition is significantly outside of test database • Volume of ramp is 1920cu in vs 3 cu in for test This is a facsimile of a slide prepared by Boeing on 2/21/03

14. Case Study: Columbia

15. Common Communication Projects Group Project: 1. When would you be tasked with such a project? Give 3 specific examples. 2. What information would you include, or what guidelines would you follow? Create a checklist. 3. What pitfalls should you avoid? What are the “mortal sins” in this communication medium? 4. Present your findings to the class Written Invitation letter Thank you letter Award nomination Request for support Oral Oral briefing Introducing a speaker Thanking a speaker Facilitating a meeting

16. Letter of Invitation Sample Occasions: Come be a guest speaker Come present a Mitchell Award Come teach at our encampment Mortal Sins: Sending the letter too late Not following up Spelling errors Checklist: Timely Brief Get to the point. What do you want from me? Cover obvious logistical issues How does this relate to the “big picture”? People support people, not programs Coordinate with their staff Promise to follow up by phone

17. Thank You Letter Mortal Sins: Sending the letter too late Not sending one Asking for another favor in the same letter Sample Occasions: Thanks for being a guest speaker Thanks for your donation Thanks for lending us a hand Checklist: Timely Brief Sincere; mention something memorable about their contribution Signature: Your boss Recipient: Their boss Think you should send one? Then you need to!

18. Award Nomination Sample Occasions: Annual CAP awards CAP Commander’s Commendations College-bound cadets / letters of reference Mortal Sins: Not presenting the nominee in a favorable light Missing the deadline Checklist: Honest Brief Your relationship to the nominee; strength of your perspective Factual and specific -- cite examples Demonstrate they meet the minimum criteria Don’t go over the top with praise

19. Request for Support Mortal Sins: Sending the letter too late Not following up Spelling errors Rambling on and on Sample Occasions: Can we host a SAREX at the state park? Will you let us tour your facility? Do you want to start a program with us? Checklist: Get to the point What exactly do you want from me? Why do you need my help? Why me? Who are you? When and where do you need help? Have you talked with my staff? This is getting detailed, why didn’t you ask to meet me in person first? What happens next?

20. Oral Briefing Mortal Sins: Taking more time than allotted Fumbling with computers, visual aids Not identifying the objective Talking to the slides, vs. the people Not including all stakeholders Sample Occasions: Kicking-off a program or activity Updating the boss on a program Reviewing how a program went Checklist: Objective-driven Concise Honest Thorough Leave behind a brochure or report Speak extemporaneously

21. Introducing a Speaker Mortal Sins: Getting the name wrong Inappropriate humor Stealing their thunder Droning on forever Sample Occasions: Guest speaker Visiting dignitary Award presenter Checklist: Who are they? What is their title or position? What’s their connection to CAP or this program? Why are they speaking? Be brief Shake hands Call for applause Before taking the stage: Ensure the speaker is comfortable and knows how the event will proceed, what to expect

22. Verbally Thanking a Speaker Mortal Sins: Forgetting to say thanks Not calling for applause Being absent or asleep during the speech Sample Occasions: Guest speaker Visiting dignitary Award presenter Checklist: Brief Mention why the speaker’s content will be memorable or useful Quote or paraphrase a small part of the speech Shake hands Call for applause

23. Facilitating a Meeting Mortal Sins: Being disorganized Running long without full consensus Dominating the discussion Sample Occasions: Staff meeting Leading a special project Checklist: Start on time Outline the agenda and stick to it Manage the conversation; allow everyone to participate Keep the group on track Summarize findings or decisions before moving on or concluding Have someone take notes Ask open-ended questions End on time

24. Position Paper Position papers are short, well-reasoned documents where you take a stand on an issue and ask the commander to act. -- See handout. TONGUE & QUILL:Your source for practical tips and guidelines on staff communications

25. Final Thought Great communicators are leaders who “mobilize the English language and send it into battle.”