The Consulting Contract

1. The Consulting Contract Tim Kowols Emily Hock Nicole Marquardt Dan Kelly Lattana Sanavongsay So What?

2. Agenda Case Description Known Facts Perceptions/Observations Actual Case Communication Plan / Goals Tactics Timeline Rejected Ideas Summary

3. Case Description Senior Management Sees Customer Service and Software Development Managers as ineffective communicators and has hired us to conduct a 2-hour introductory seminar on �Communicating For Managerial Effectiveness

4. Known Facts Company size = 500 employees Our contact: 28 yr old VP Employees to be trained: 6 Managers of Customer Service department 6 Managers of Software Development dept. Have never participated in this kind of training Are unaware that management views them as ineffective Are under 35 yrs old

5. Perceptions & Observations Our contact (VP) seems introspective. There are paintings by Rene Magritte in his precisely organized room. Our initial meeting started and ended right on time. Top management says that if this training is successful, our firm will be hired for a major contract

6. Actual Case Define communication effectiveness Create a communication plan to educate the three different audiences as to what effective communication is and how to achieve it in a 2-hour seminar.

7. Define Effectiveness What is Not Effective Communication? Arrow managers believe: Effective Expression = Effective Communication Circuit manages believe: Understanding = Effective Communication What is Effective Communication? A continuous process of recognizing and reducing destructive patterns while establishing and reinforcing constructive ones.

8. Communication Plan Analyze the three audiences Present in relation to the different contexts Present Arrow and Circuit approaches Define �Effectiveness� to an Arrow Manager Define �Effectiveness� to a Circuit Manager

9. Communication Plan Get the Managers to recognize which approach they are using. Present the Dance approach Define �Effectiveness� to a Dance Manager Provide a contact �help-line� for questions

10. Communication Goals Dance Managers

11. Audience Analysis Senior Management Contact (VP) Customer Service Managers Software Development Managers

12. Senior Management Contact (VP) Assumptions: Ineffective communicator Organized Thinker Visual person Meyers Briggs Score: INTJ Why Organized, a thinker, a listener, a visual person, communicates only when he has something to say Mangers below him are not aware that they are also ineffective and not receiving feedback from upper management Organized, a thinker, a listener, a visual person, communicates only when he has something to say Mangers below him are not aware that they are also ineffective and not receiving feedback from upper management

13. The VP � So What? Show him an outline of the presentation, with a brief summary of what will be covered (should only take a few minutes to go through). Begin and end the seminar on time Stick to the schedule, and stay on topic.

14. The VP � Context �Communication ineffectiveness can�t be fixed in 2-hour seminar, but we can show some weaknesses of current approaches, and present an alterative approach.�

15. CS Managers - Analysis Fact: Degrees in Management Assumption: Use Circuit Approach Focus on people�s feelings Meyers Briggs Score: ENFP Why

16. CS Managers � So What? During the detailed presentation include some �real-life� stories that specifically relate to customer service. Include plenty of visuals in presentation to keep their interest, and engage them in discussion as much as possible. Ask them for examples that illustrate communication problems they�ve experienced.

17. SD Managers - Analysis Fact: Degrees in Computer Science Assumption: Use Arrow Approach Meyers Briggs Score: ISTJ Why Use technical jargon

18. SD Managers � So What? During presentation include the numbers and statistics alongside any charts, graphs, and diagrams. Give them a detailed hardcopy of the presentation to take notes on, and include the follow-up contact number or email address.

19. The Dept. Managers - Context �Being managers, you know some things about communicating effectively, and certainly you�ve seen examples of some in-effective communication. Here are some pitfalls to watch out for, and a new approach to try which may work better.� As each approach is discussed, point out the positive as well negative aspects!

20. Tactics Distribute memo to those involved in seminar Distribute seminar materials Host seminar in conference room Group introduction Future seminars focus on smaller groups Host feedback session to discuss the seminar

21. Pre-Seminar Memo Sent out 1 week ahead Brief Outline of Topics to be discussed.

22. Seminar Outline Introduction What is Effective Communication? Definition The Arrow Manager Approach Discuss & Evaluate The Circuit Manager Approach Discuss & Evaluate

23. Seminar Outline Self-Assessment Exercise What management style do you use most? Communication as a Dance Manager Where to go for more information Question & Answer Session

24. Seminar Brochure/Handout Top page is an outline of the seminar Organizes what will be covered for the VP Page two is summary for CS Managers An overview, but not too much detail Shows them the main idea and possibilities Rest of Handout is a printout of the slides Area for taking notes for the SD Managers

25. Timeline Distribute memo to those involved in seminar 1 week before seminar Host seminar on a Wednesday Host feedback session to discuss the seminar 2 days after seminar

26. Rejected Ideas Breaking the managers up into groups Distributing handouts to the Managers before the seminar Short break during seminar Off Site location Reasons: Contract is for one 2-hour seminar. If the Seminar goes well, will have to conduct training for 500 employees. Can�t split them all up. Reasons: May lose it or forget to bring it along. May not have time to read it beforehandReasons: Contract is for one 2-hour seminar. If the Seminar goes well, will have to conduct training for 500 employees. Can�t split them all up. Reasons: May lose it or forget to bring it along. May not have time to read it beforehand

27. Summary Host a 2 hour seminar on �Communicating for Managerial Effectiveness� Defining Effectiveness Guiding managers to Dance Managers