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“Did I Understand You Correctly? I Thought You Said..” How To Conduct An Effective Meeting By Making Communications Work. AIM-IRS Conference August 2008 Presented by: Lawrence Barnes IRS:LMSB Director of Field Operations and

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“Did I Understand You Correctly? I Thought You Said..”How To Conduct An Effective Meeting By Making Communications Work

AIM-IRS Conference

August 2008

Presented by:Lawrence BarnesIRS:LMSB Director of Field Operations and

Roslyn RussellIRS: W&I – Field Assistance (CARE) Territory Manager

effective communication
Effective Communication
  • Crucial component of success as a manager
  • Strategies
    • Non verbal communication
    • Listening
    • Assertive communication
mechanics of effective communication
Mechanics of Effective Communication:
  • 3 Vital Communication Tools
    • Your voice
    • Your ability to listen
    • Your body language
communication and accountability
Communication and Accountability
  • Employees look to their immediate manager to translate organizational strategies into actions they can take
    • Improves business results
    • Improves employee satisfaction and engagement
  • Communications must be measured regularly and quantitatively
    • A business process
“….People need to feel connected to the overall objectives of what the organization is doing …..
  • …. All levels of teams are stronger when each person understands how they fit into the big picture . …”

- Glenn Brome

accountability and the oz principle
Accountability ….and the OZ Principle

Do It

  • Stay “Above the Line”:
    • See It – Communicate Openly and Candidly
    • Own It –Act on Feedback I Received
    • Solve It – Constantly Asking “What Else Can I Do?”
    • Do It - Sustaining an Environment of Trust
  • Don’t Play the “Blame Game”(Don’t go below the line)
      • Wait and See approach
      • It’s Not my Job
      • Ignore/Deny
      • Finger pointing
      • Tell me what to do - Partners in Leadership

Solve It

Own It

See It

effective communications
Effective Communications
  • Technique is not enough
      • Include yourself
  • Purpose of Meetings
      • Get reaction
      • Solicit commitment

-Peter Block

including yourself
Including yourself ..
  • Determine your communication style:
      • Open Door Policy
        • Employees feel their opinion counts; interruptions can be distracting
      • Rather receive in writing/email rather than conversation/voice mail
        • Although provides a record, can make employees feel distant
      • Prefer to talk individually rather than or in a group
        • Individual conversation is revealing but time consuming; group discussion is more efficient but less detailed
meeting format
Meeting Format
  • One - on - One
  • Group setting
  • Tele-conference
steps for effective meetings
Steps for Effective Meetings
  • State/Present
    • Control flow
        • Agenda
  • Ask
    • Look at Reaction (the heart of the meeting)
      • Ask questions
  • Decide, (then) Consider/Test
    • Keep balance
      • Essential aspects
      • Discuss within group control
  • Give support

(Peter Block)

effective communication for successful meetings
Effective Communication for Successful Meetings
  • Don’t cast/imply blame
    • Instead of.. “I thought you said….”determine“Than what did you say?”
      • Use active listening techniques
  • Approach is important
    • It’s not your problem, it’s ours
      • Move away from always being “in the moment”
effective communications includes
Effective Communications includes …
  • Horizontal slices
    • To probe for how opinion/insight varies at same level of the organization
  • Vertical slices
    • To understand how effectively upward and downward communication works
    • To probe for awareness

- Daly & Watkins

effective communication answers the question
Effective Communication …answers the question …..

WII – FM(What’s in it for me?)

Effective communication builds: trust, respect and rapport - Glenn Brome

core skills of good communication
Core Skills of Good Communication
  • Listening
    • Hear another person
  • Inquiry
    • Use thought provoking questions
  • Only after Listening/Inquiry:
    • Feedback
    • Accountability/Goal Setting
techniques for good listening include but are not limited to
Techniques for Good Listening(include but are not limited to …)
  • Summarize and Paraphrase
    • “So, the way you see this …”
  • Reflect Feelings
    • “I can see that this is frustrating for you.”
  • Use silence
  • Be aware of and understand non-verbal communications
effective listening
Effective Listening
  • Requires active involvement in the process
    • Demonstrate your willingness to truly understand what the other person is saying
when using inquiries
When Using Inquiries
  • Use open-ended questions
    • Thought provoking, challenging
  • One question at a time
  • Follow the interest and train of thought AND energy of the team/employee
  • No solutions, phrased as questions
silence in communications
Silence in Communications
  • Can be used for positive effect
    • To strengthen the communication
  • Use gestures and expressions that indicate a probing point
Feedback …
  • One of the most challenging tasks of a manager
  • Necessary
      • For motivating and coaching,
      • Conducting performance appraisals, meetings,
      • Administering discipline
      • Being an effective mentor
  • Helps employees
      • Grow, develop and correct their mistakes
feedback is peter block
Feedback is …..(Peter Block)
  • Non-evaluative and descriptive
    • Treat group as collection of individuals
    • There is always some resistance
      • Do not over-invest
    • “Be aware” of quick compliance
effective feedback is assertive peter block
Effective Feedback is Assertive(Peter Block)
  • Language that is:
    • Descriptive
    • Focused
    • Specific
    • Brief
    • Simple
10 common mistakes of giving feedback
Judges individuals not actions

Too vague

Speaks for others

Negative feedback gets sandwiched between positive messages

Exaggerated with generalities

Psychoanalyzes motives behind behavior

Goes on too long

Contains an implied threat

Uses inappropriate humor

The feedback is a question, not a statement

10 Common Mistakes of Giving Feedback
use c a r e when giving feedback
Use C.A.R.E. when Giving Feedback
  • C .. Context
      • State the context ( situation, environment) that preceded the observed action
  • A .. Action
      • State the specific behaviors observed
  • R .. Results
      • State how the action effected the context, the person or other people
  • E .. Empathetically Explore
      • Explore the interpretation of what happened and if any changes are needed
benefits of feedback
Benefits of Feedback
  • Reduces Uncertainty
  • Solves problems
  • Builds trust
  • Strengthens relationships
  • Improves quality
  • A way to learn
there is an expression
There is an expression …

You cannot be a prophet in your own land

…. “Communication is something you already know how to do, but need help practicing and refining.” …

- Glenn Brome