Communication is Key

1. Communication is Key Strategic Services for Today’s CIO!

2. Agenda Importance of Effective Communication Verbal Communication Non-verbal Communication Written Communication Presentation Skills Do’s & Don’ts Discussion

3. Huh? Vacation Specialist Travel Agent Persistency Specialist Bill Collector

4. Huh? Volume related production schedule adjustment Plant closure/layoff of 8,000 workers Uncontained blade liberation Propeller blade fell off

5. Huh? Pre-dismantled, previously owned parts Junk Cars Ground-mounted confirmatory route markers Road Signs

6. From a Real Job Description …responsible for discovery, research, design, proof of concept, and fielding of a revolutionary globally networked intelligence enterprise capability. Principal level of effort will focus on developing, testing, evaluating and fielding an intelligence enterprise based on a service-connected data collection architecture and intelligence sharing capability that will constantly evolve in order to be agile, collaborative and strategically interoperable. 

7. Why is effective communication important for leaders? Without effective communication, you will FAIL to Gain commitment Achieve goals Establish rapport with others No matter how good your intentions

8. Two part process Passing on information Ensuring understanding

9. Effective Communication Be Confident

10. Effective Communication Be Confident Find Common Language

11. Effective Communication Be Confident Find Common Language Learn the language of business Share the language of technology Avoid geek speak Try it out on the non-techie

12. Effective Communication Be Confident Find Common Language Show Interest

13. Effective Communication Be Confident Find Common Language Show Interest Be Interesting

14. Effective Communication Be Confident Find Common Language Show Interest Be Interesting Listen Hard

15. Effective Communication Be Confident Find Common Language Show Interest Be Interesting Listen Hard Pay attention to what is being said, not what you’re going to say next Allow others to finish before you begin speaking Converse, don’t compete Repeat back what you think you heard & give speaker the chance to clarify/correct

16. Effective Communication Be Confident Find Common Language Show Interest Be Interesting Listen Hard Practice Makes Perfect

17. Effective Communication Be Confident Find Common Language Show Interest Be Interesting Listen Hard Practice Makes Perfect Consider Cultural Differences

18. Repetition Works What emergency personnel know It takes three time Your English teacher advised you to Outline what you’re going to cover Cover it Review what you covered

19. Verbal Communication Words 7% effective Tone of voice is 38% effective Non-verbal clues are 55% effective

20. Verbal Communication Body language Appearance (dress, manner, posture) Energy Setting Rhythm and pacing Message

21. The 5 Minute Message List key points Identify the “Take Home Message” Start with the end Elaborate if asked Anticipate the questions but don’t try to answer them all in your presentation

22. Non-verbal Communication Eye contact Facial expressions Gestures Posture & body orientation Proximity Paralinguistics (tone, pitch, rhythm, timbre, loudness and inflection)

23. Non-verbal Abuse Keeping your hands behind your back Pointing Prolonged or absence of eye contact Assuming a different posture than group Fidgeting Watching the clock, exit Checking phone/texting/reading email Rigid or slouching posture

24. Non-verbal Success Eye contact Smile Relaxed, good posture Visible hands with palms up Lean forward, mimic posture of others Take notes, etc.

25. Non-verbal Miscues Standing closer than 12 inches Grooming – fixing hair, picking lint Stroking your arm/leg Licking your lips Touching the other person on arm, etc. Suggestive dress

26. Written Communication Professionals spend up to 85% of their time writing Improve it Outline, draft, proof read, edit, revise Increase your vocabulary Read, read, read Practice Find a workplace “English teacher”

27. Presentation Skills Greatest fear even before death! Improve them Get to know your subject Prepare and practice Seek feedback and coaching Illustrate your point with words/tell a story Assume your audience can read Keep presentations crisp and clean Have a backup plan

28. Do’s Get organized/make notes Know your audience’s preferred communication style Visualize success Over-communicate Check understanding

29. Don’ts Manage by “need to know” Use lots acronyms/terms of art Overwhelm others with too much information Use “tune out” words/phrases

30. The ability to express an idea is as important as the idea itself.- Bernard Baruch

31. Discussion

32. Resources http://www.itstime.com/aug97.htm http://findarticles.com/p/articles/mi_m3495/is_1_50/ai_n8700759 http://honolulu.hawaii.edu/intranet/committees/FacDevCom/guidebk/teachtip/commun-1.htm http://www.lifescript.com/channels/well_being/Meditations_Motivations/how_to_use_nonverbal_communication_to_impress_others.asp?page=4 http://www.job-resources.com/0103tip.htm

33. Liza Lowery Masseyliza@ciocollaborative.comwww.ciocollaborative.com702-743-4634 Strategic Services for Today’s CIO!