Building the Collaborative Workplace

2 Housekeeping Phones and pagers off please. Restrooms / break rooms are located… We will take regular breaks throughout the day. Please be on time when returning from breaks. Share ideas and have fun!!

3 Goal: A Collaborative Continuous Improvement Culture (Why this class?) Lean Enterprise strategy involves everyone in real- time problem solving and driving waste out of the organization. We need to include the ideas and knowledge of everyone in the organization in this effort, including Limited English Speakers. We must build and grow a spirit of collaboration in order to focus on this goal.

4 Agenda and Learning Objectives Module 1 Communication and Culture in Context  Define communication and recognize the impact of culture on communication Module 2 Practical Strategies for Workplace Communication  Demonstrate and practice strategies for improving communication across language and cultural barriers Module 3 Culture Learning and Bridging the Gap  Broaden knowledge of Hispanic/Latino culture and develop strategies for teamwork and workplace interactions that acknowledge the impact of culture

5 The House of Lean Workplace Communication Strategies Head Work Open AtmosphereBuild Trust Basics of Communication Define ExpectationsBridge the Gap Seed and Cultivate Participation “Lean” English Paraphrase for Clarification A Collaborative Continuous Improvement Culture Watch for Non- verbal Clues Effective Listening Strategies Structured Task Training Useful Checks for Understanding

6 A Model of Communication Sending Clear Messages (direct, specific, and non-punishing) (listening, attentive, following, reflecting) Filters Giving Effective Feedback Sender Receiver

7 Atmosphere is Everything Module 1 Activity 2 –p.5

8 The Impact of Culture Module 1

9 English Literacy Oral Fluency high fluency low literacy low fluency low literacy high fluency high literacy low fluency high literacy The Spectrum of Limited English Speakers Module 1 Activity 3 –p.7

10 1.Take Time to Establish Relationships 2.Encourage and Grow Openness and Participation 3.Consider the Impact of Culture Key Workplace Communication Skills Big Picture Overview Module 1

11 BREAK

12 The House of Lean Workplace Communication Strategies Open AtmosphereBuild Trust Basics of Communication Define ExpectationsBridge the Gap Seed and Cultivate Participation “Lean” English Paraphrase for Clarification A Collaborative Continuous Improvement Culture Head Work Watch for Non- verbal Clues Effective Listening Strategies Structured Task Training Useful Checks for Understanding Module 2

13 We are shorthanded upstairs in final prep, so I need you to head up and give John a hand. Go upstairs and tell John I sent you to fill in, hang out there and work as long as he needs you, and when you are finished there, head back down. Just make sure you touch base with me as soon as you get back. Got it? “Lean” English – Simplify and Monitor Slang Module 2 Activity 1 –p.9

14 How many pounds of product can you knock out in an hour? We are going to ramp up production. HR gave us a heads up about changes coming down the pike. There’s a bottleneck we have to get a handle on. “Lean” English Monitor Slang Module 2 Activity 1 –p.9

15 Structured Task Training  Analyze the content. Think it through.  Break it into steps.  Use consistent language to describe the steps.  Use visual cues. Model the steps.  Involve as many senses as possible.  Trainee repeats and practices the steps.  Trainer gives feedback.  Trainee demonstrates mastery.  Trainer gives positive feedback. Module 2 Activity 2 –p.9

16 Check for Understanding Open Ended Questions Begin:Closed Questions Begin: What......Do..... How.....Are..... If.....Can..... Who.....Have..... When.....Would..... Where.....Should..... Module 2 Activity 3 – p.10

17 Use Open Ended Questions Looking for the Right Question… 1.Can you read this chart? 2.Are you going to work this weekend? 3.Do you have any questions about this training? 4.Can you do this set-up yourself? 5.Are you happy with your current job? 6.Should you report this problem? Module 2 Activity 3 –p.11

18 Listening Strategies Focus on Key Words Use Silence - Wait Restate the Gist as Clarification - Mirror the Message. Other strategies Module 2 Activity 4 –p.12

19 Communication Do’s& Don’ts Speak slowly Simplify your speech Check for understanding Ask clarification questions Ignore mistakes, focus on the gist Correct by paraphrasing, modeling Be patient, wait Speak louder Use broken English Use slang or idioms (unless you explain them) Over-pronounce words Talk “down” Assume that you have been understood when listeners nod and say yes Module 2 Activity 5 –p.12

20 1.Take Time to Establish Relationships 2.Encourage and Grow Openness and Participation 3.Consider the Impact of Culture 4.Use Simple, Direct Communication 5.Use Effective Comprehension Checking 6.Listen Effectively and Actively 7.Work to Understand Accents Key Workplace Communication Skills Big Picture Overview Module 2

21 BREAK

22 The House of Lean Workplace Communication Strategies Open AtmosphereBuild Trust Basics of Communication Define ExpectationsBridge the Gap with Champions Seed and Cultivate Participation “Lean” English Paraphrase for Clarification A Collaborative Continuous Improvement Culture Head Work Non-verbal Clues Effective Listening Strategies Structured Task Training Useful Checks for Understanding Module 3

23 Features of Non-Verbal Communication Space Time Manner of Speaking Gestures Eye Contact Body Language Module 3 Activity 1 –p.14

24 North American vs. Latin American American Individualistic Independent Self-reliance is expected Personal goals of freedom, challenge, and achievement Individual remain somewhat independent of organization Task oriented People are managed as individuals Latin American Financial support of family is important and expected Sense of belonging and first loyalty to family People who are not family or close friends are often mistrusted Interaction at work is important and expected Employees dependant on the organization Relationships prevail over tasks Module 3

25 A Model for Problem Solving Problem Solution Module 3 Solution Activity 2 –p.17

26 Define Expectations Values, Norms, Assumptions The way we do things around here Workplace Cues and Reminders Orientation and Training Module 3

27 Tips for Increasing Participation Explain Learn Prep Seed Ensure everyone gets a turn Be patient Develop a champion Module 3

28 Profile of a Champion 1.Bilingual 2.Socially Recognized Leadership 3.Cross-Cultural Skills 4.Interpersonal Communication Skills 5.Area Knowledge 6.Strong Commitment To Training 7.Availability And Willingness To Spend Time 8.Patience/Tolerance/Respect For Others 9.Sense Of Humor 10.Organizational Skills Module 3

29 1.Take Time to Establish Relationships 2.Encourage and Grow Openness and Participation 3.Consider the Impact of Culture 4.Use Simple, Direct Communication 5.Use Effective Comprehension Checking 6.Listen Effectively and Actively 7.Work to Understand Accents 8.Employ Sharp Powers of Observation 9.Question Assumptions (yours and theirs) 10.Define Expectations Openly Workplace Communication Skills Big Picture Overview Module 3

30 The House of Lean Workplace Communication Strategies Open AtmosphereBuild Trust Basics of Communication Define ExpectationsBridge the Gap Seed and Cultivate Participation “Lean” English Paraphrase for Clarification A Collaborative Continuous Improvement Culture Head Work Watch for Non- verbal Clues Effective Listening Strategies Structured Task Training Useful Checks for Understanding Module 3

31 What was valuable?What could have been better? What’s your Plan of Action? + Module 3