1. Computer Engineering 203 R Smith Communications 1/2009 1 What is communications? Correctly conveying information and understanding from one individual to another. Both the recipient and the originator are involved and responsible for successful communication.

2. Computer Engineering 203 R Smith Communications 1/2009 2 The Communications Process What to consider before communicating. – Your objective – Your audience – The environment What to consider during the communications.

3. Computer Engineering 203 R Smith Communications 1/2009 3 What is the first step required for clear communications? What is it you are communicating? Think what your objective is in communicating. – Is it inform? – Is it to influence? – Is it in response? Make sure your communication meets your objective.

4. Computer Engineering 203 R Smith Communications 1/2009 4 Know who you are communicating with Who is it you want to communicate with? What is it you want to communicate? What is it they want to hear? How will you communicate it? Example: Communication with your Professor

5. Computer Engineering 203 R Smith Communications 1/2009 5 Do all communications have the same requirements? Know your audience and their needs – Customers – Senior management – Your manager – Developers – Testers/writers/Support What is important to your audience?

6. Computer Engineering 203 R Smith Communications 1/2009 6 The Communications Environment Remember this is the physical environment Where are you communicating? – Size and shape of the room Your audience – How large is it How much time do you have? How are you communicating?

7. Computer Engineering 203 R Smith Communications 1/2009 7 Common methods of communications Specifications Meetings Budgets Informal conversations Trade Shows Project Reviews Models/Prototypes

8. Computer Engineering 203 R Smith Communications 1/2009 8 To have clear communications you must have Feedback Unambiguous terms A common frame of reference – Cultural differences – Age differences Avoid assumptions

9. Computer Engineering 203 R Smith Communications 1/2009 9 What makes something ambiguous? Lack of being specific and different frames of reference. – Examples Football Cubic yard Meeting for dinner – Examples from the class Culture specific non-verbal communications

10. Computer Engineering 203 R Smith Communications 1/2009 10 What is a frame of reference? Where you go to fill in the gaps – If I’m talking about baseball and say Barry how do you complete the thought? – If I say Mike, who do assume I’m talking about? How images does the word “home” bring to mind? What is expensive?

11. Computer Engineering 203 R Smith Communications 1/2009 11 Where do frames of reference come from? Culture Age Environment Location Education

12. Computer Engineering 203 R Smith Communications 1/2009 12 The Role of Ambiguity Ambiguity can be introduced by other than words. How many different meaning can come from the simple sentence: “Mary had a little lamb.”

13. Computer Engineering 203 R Smith Communications 1/2009 13 Communications Example Who is on first? What can we learn from this example?

14. Computer Engineering 203 R Smith Communications 1/2009 14 A Manager’s Responsibility A wider audience Less detail and more conclusions Responsible for all communications within their team.

15. Computer Engineering 203 R Smith Communications 1/2009 15 Is Communications just about speaking? What is your role as a listener? – Content and feelings – Being an active listener Unstated feelings Listening create an environment to be listened too Inquiry, paraphrasing and acknowledgement

16. Computer Engineering 203 R Smith Communications 1/2009 16 There are multiple ways to communicate Verbal Written Non-verbal How do culture and frame of reference place a part?

17. Computer Engineering 203 R Smith Communications 1/2009 17 Non-Verbal or Written communications Eye contact Closeness Gestures Use of color Tone of voice Others

18. Computer Engineering 203 R Smith Communications 1/2009 18 The impact of listening for what you want to hear. Is the listener, listening for what you want to hear? What can be taken out of context? Can you align your goals and the listener’s goals? How does listening for what you want to hear change your understanding?

19. Computer Engineering 203 R Smith Communications 1/2009 19 Listening for what you want to hear If you use “cut and paste” for your research paper you will be guilty of plagiarism. – What did you hear? – What does it mean? – Is there a way around it?

20. Computer Engineering 203 R Smith Communications 1/2009 20 Formal communications Structured Fixed time, place and attendance Agenda Generally have a specific outcome desired Outcomes are generally recorded Meetings, status reviews etc

21. Computer Engineering 203 R Smith Communications 1/2009 21 Informal communication No set time, place or audience Outcomes are generally not recorded Hallway, coffee, chance meetings

22. Computer Engineering 203 R Smith Communications 1/2009 22 Role of a Communications Plan What is covered in the plan – Who, What and When Why is one needed? – Are all projects the same?

23. Computer Engineering 203 R Smith Communications 1/2009 23 What can be done to improve communications Require feedback – This class is a good example – What is the class thinking, did they get it? – How can you require feedback? Be as specific as possible Put things into common frames of reference Identify the frames of reference being used

24. Computer Engineering 203 R Smith Communications 1/2009 24 What can be done to improve communications? Provide feedback Agree on notation Using metrics, diagrams and graphs Develop models Be conscious about your communications

25. Computer Engineering 203 R Smith Communications 1/2009 25 Using Metrics Metrics can be presented as tables or graphs. Metrics provide a good method of summarizing complex or large volumes of data. Metrics tend to be more objective and less open to debate. Bad news is often accepted better when introduced through metrics. Example of test data, raw numbers or graphs

26. Computer Engineering 203 R Smith Communications 1/2009 26 Modeling Modeling provides another objective way of presenting data, interactions and ideas. Provides are common frame of reference Provides a structured way to communicate – Agile modeling – UML Provides a way of examining systems and trade-offs before they are implemented

27. Computer Engineering 203 R Smith Communications 1/2009 27 Systems and Modeling The term system refers to the underlying reality. The term model refers to an abstraction of that reality. A model is also a simplification of reality

28. Computer Engineering 203 R Smith Communications 1/2009 28 Principles of Modeling The choice of what models to create has a profound influence on how a problem is attacked and how the solution is shaped. Every model may be expressed at different levels of precision. The best models are connected to reality. No single model is sufficient.

29. Computer Engineering 203 R Smith Communications 1/2009 29 Misuses of Communications Destroying Information – Not recording/reporting data – Shading numbers Hiding information – Being overly optimistic – Non-technical reviews Degrading the believability of information – Restricted demonstrations

30. Computer Engineering 203 R Smith Communications 1/2009 30 Misuses of Communications Allowing your audience to hear what they want to hear. Not ensuring that the audience hear/understood you correctly.

31. Computer Engineering 203 R Smith Communications 1/2009 31 Improving communications Communicate with a clear purpose – Research paper, why is this topic useful Record outcomes Get feedback Meetings – Have an agenda – Keep focused on the agenda – Keep to a schedule Using core teams

32. Computer Engineering 203 R Smith Communications 1/2009 32 Rules for Improved Communications Clarify your ideas before communicating Know what you wish to communicate Consider the environment you are communicating in Consult others before communicating Remember the total message not just the text

33. Computer Engineering 203 R Smith Communications 1/2009 33 Rules for Improved Communications Communicate something of value Follow up and get feedback Ensure your actions and message are consistent Be a good listener