1. Address GrievanceC Jalasayanan Communication Best Practices: From Grievance to Gratitude Presented by C Jalasayanan Jalasayanan@lycos.co.uk (040)2771 0096

2. Address GrievanceC Jalasayanan Grievance –It is an allegation that something imposes an illegal obligation or denies some legal right or causes injustice –A complaint about a (real or imaginary) wrong that causes resentment and is grounds for action

3. Address GrievanceC Jalasayanan Address Grievance Which do you think is the best tool to address Grievance of your employees? 1.Your Mind 2.Effective Communication 3.(blah) 4.(blah) 5.Your Position in the company

4. Address GrievanceC Jalasayanan Why Communication? Have you ever felt You didnt understand your –Customers/Employees/Boss/Peers/Suppliers –Spouse/Relatives/Children/Friends You werent understood You didnt ask the right question You didnt ask it in the right way You let emotions rule rather than logic You didnt communicate confidence, calmness, or the most effective energy You had less resource to answer JIT (Just In Time) You didnt come to closure quickly enough or at all A lot of time was wasted in meetings and conversations

5. Address GrievanceC Jalasayanan Why Communication? Have you ever Repeatedly had meetings but didnt seem to come to a clear understanding Had a strained employee – employer relationship because of misunderstanding Communicated the right words but did not get the point across Ended a meeting or conversation on a discordant note

6. Address GrievanceC Jalasayanan Ever thought why this is so? Communication includes –Speaking –Listening –Understanding –Making others understand –Establishing a Course of Action

7. Address GrievanceC Jalasayanan What is Communication? Communication is Perceived as 55% Physiology 38% Tonality 7% Words Information received and stored in neural networks as Visual, Auditory, Kinesthetic Olfactory, Gustatory Communication Settings One on One One to Many Formal and Informal Face to Face Telephone Email Asking Questions Presenting Information

8. Address GrievanceC Jalasayanan Where/When Communication? Planning Process Engineering/Reengineering Projects: Requirements to Delivery Training Personal Consulting Industrial Relation Appraisal

9. Address GrievanceC Jalasayanan Know People before communicating Why you are able to communicate better to your friends and family members? –You know them better –They know you better No matter what you speak, they seem to understand what you are saying

10. Address GrievanceC Jalasayanan Know People before communicating If this is so –Why you have not tried this with your employees so far? Laziness –I suppose you are not Others job attitude –If not HR then Whose job this is? Why Should I Attitude –Find someone else all by yourself –Suggest that your boss should do this all by himself Never thought of this –Act now !

11. Address GrievanceC Jalasayanan Know People before communicating If this is so –What stopped you from knowing your employees Time –Did you ever had adequate time Volume –More the number - more should know well thoroughly –May be - You require some rapid tools Company Policy –Company Policy !? – YOU Change it right now

12. Address GrievanceC Jalasayanan Know People before communicating If this is so –What stopped you to fell short of being well known friend Time –Same old answer for this Over Burdened –Good, You are working in 21st Century heading towards 22 nd. Number grows always with burden

13. Address GrievanceC Jalasayanan Sources for Best Practices In the joining Kit use the following rapid tools – (In any combination you feel better) –Neuro-Linguistic Programming (NLP) –Myers Briggs Type Indicator (MBTI) –Technology of Participation –Disney Model –Kano Model –Gender Research – Deborah Tannen

14. Address GrievanceC Jalasayanan Now is that you know your employees better (somewhat) Then What?

15. Address GrievanceC Jalasayanan Formula for Success Build Rapport Project the Right Energy Sequence Questions Properly Ask Generic and Expert Questions Considering –Context –Hierarchy –Languages (of Expertise) –Personality Types Present Proposals Considering –Control and Influence –Audiences Success Criteria

16. Address GrievanceC Jalasayanan Building Rapport WHY –Establish Trust –Establish Understanding –Lead Individuals or Groups HOW –Match Voice Speed –Match Verbal Predicates –Match or Mirror Physicality and Energy –Match Brain Processing Speed –Ask Questions that Match Others Internal Experience

17. Address GrievanceC Jalasayanan Building Rapport Access Cues Visual Constructed Visual Remembered Auditory Constructed Remembered Feelings Internal Dialogue Other Cues Auditory Touching Face Touching Lips Touching/Rubbing Fingertips Visual Visually Defocused

18. Address GrievanceC Jalasayanan Building Rapport Questions and Access Cues Visual –How does that look to you? –Do you see what I mean? Auditory –Does that sound good to you? Internal Dialogue –What do you say to yourself about that? Feelings –How would you feel about that?

19. Address GrievanceC Jalasayanan Building Rapport Processing Speeds FastVisual Auditory SlowKinesthetic

20. Address GrievanceC Jalasayanan Projecting the Right Energy Confidence Calmness Energy Professionalism Playfulness

21. Address GrievanceC Jalasayanan Personality Types Facilitating Communication Introverts –Best Information is Hidden Sensors –Observe the Obvious Thinkers –Make Decisions Based on Logic Judgers –Like Structure, Closure Extroverts –Show Their Best Intuitors –Make Connections Feelers –Make Decisions Based on Values Perceivers –Like Freeform, Open to Possibilities

22. Address GrievanceC Jalasayanan Personality Types Facilitating Communication Introversion/Extroversion –Draw out the Introverts –Curb the Extroverts Sensing/Intuiting –Sensors first – Observe the Obvious –Intuitors second – Make Connections Judging/Perceiving –Perceivers first – Process Possibilities –Judgers second – Organize, Come to Closure Thinking/Feeling –Balance Logic and Values

23. Address GrievanceC Jalasayanan Hierarchy Language and Requirements Executive –Language: Rupees, Paise, Money, $ –Requirements: Cost, Time Frame, ROI Management –Language: $$$ and Things –Requirements: Summary Reports Users –Language: Things –Requirements: Ease of Use, Everyday Needs/Wants

24. Address GrievanceC Jalasayanan Communication Best Practices: From Grievances to Gratitude Requirements Gathering Prioritization Feasibility Analysis Problem Solving Initial Plan and Feasibility Presentation Task Definition/Schedule Development Project Plan Presentation Project Partnerships Communicating Progress Acceptance Testing Delivery

25. Address GrievanceC Jalasayanan Requirements Gathering Roles –Customer, Supplier, Facilitator, Scribe Hierarchy –Executive, Manager, Users Language –Business and Technical Personality Types Process –Generic Questions Intent, Evidence, Context –Expert Questions

26. Address GrievanceC Jalasayanan Communication Best Practices: From Grievance to Gratitude Requirements Gathering Prioritization Feasibility Analysis Problem Solving Initial Plan and Feasibility Presentation Task Definition/Schedule Development Project Plan Presentation Project Partnerships Communicating Progress Acceptance Testing Delivery

27. Address GrievanceC Jalasayanan Problem Solving Roles –Supplier, Facilitator, Scribe Hierarchy –Developers Language –Technical Personality Types Process – Disney Model –Define the Problem –Generic and Expert Questions Dreamer, Realist, Critic

28. Address GrievanceC Jalasayanan Recommended Reading List

29. Address GrievanceC Jalasayanan Reading List NEURO-LINGUISTIC PROGRAMMING (NLP) Introducing Neuro-Linguistic Programming by Joseph O'Connor (Mandala, 1990) DISNEY MODEL Tools for Dreamers: Strategies for Creativity and the Structure of Innovation by Robert Dilts (Meta Publications, 1991) MYERS BRIGGS TYPE INDICATOR (MBTI) Type Talk: The 16 Personality Types That Determine How We Live, Love, and Work by Otto Kroeger (Delta, 1989) GENDER COMMUNICATION You Just Don't Understand: Women and Men in Conversation by Deborah Tannen (Ballantine Books, 1990) TECHNOLOGY OF PARTICIPATION Winning Through Participation by Laura Spencer (Kendall/Hunt Publishing, 1989)

30. Address GrievanceC Jalasayanan Dear All Here I am again presenting you something different. Not same old techniques of Grievance handling - but strategic solution. I am not saying simply understand - but what you should do and what you should have to understand I know well that you are equipped with time management skills, anger control, pin down techniques etc. In spite of this, if the problem is chronic how to approach? Here in this PPT I presume that you know all such techniques and quick fix solutions is of no usage. I agree that there will be some grievance in any organisation which has to be handled and let us handle it in better manner because we have resources in our work place. Pls send in your valuable feedbacks with regards Mr Jalasayanans Note

31. Address GrievanceC Jalasayanan Thank You