1. EFFECTIVE COMMUNICATION IN THE DIGITAL AGE Jerry Macnamara

2. What is effective communication? More than simply exchanging information Understanding emotions and intentions behind the information. Two way street Effectiveness is realized when the message is received and understood exactly the way you intended Opportunity to listen to gain the full meaning of what’s being said and to make the other person feel heard and understood. Produces understanding and action – then we must execute

3. New Technology Makes Communication Efficient, but… Is it effective? “People don’t communicate anymore” = Wrong Statement Sixteen year old niece = 8,000 text messages last month Review changes in digital communication – how do we leverage and how do we ensure effectiveness

4. Changing Dynamics of Communication

5. Value of Communication Trust and credibility is at the center of every business, professional and personal relationship. The ability to communicate – and execute – builds trust and credibility. Or, it can tear it down. Our Value Statement: “Build world-class relationships through timely, honest and accurate communication.”

6. How Important is Communication in your career? Subscribers to the Harvard Business Review rated the ability to communicate "the most important fact in making an executive promotable." They ranked it more important than ambition, education and hard work.

7. We are Constantly Communicating

8. Communication Model Intended Message Choose Channel Deliver Message Words, Tone, Body Language Heard Message ClarificationAction

9. Developing Your Intended Message Think before you Speak = Begin with end in mind Helps with clarity of message Stay on topic – stay disciplined to the goal Propose solutions – we are problem solvers Be open to other solutions Know what you CAN do…and what you CAN’T do Yes, sometimes it is unnerving to hop on the phone or meet in person! Preparation is key!

10. Choose channel The more emotional and complex the situation is requires the correct channel the higher need for higher level communication to assess tone, ask follow up questions and clarify. MethodApplication TextSimple, information only; 160 characters EmailFollow-up; low importance, not timely, sharing information, laying out plan; not good for requiring a decision PhoneTimely, important, complex, confirm changes, emotional Face to FaceMost important conversation, Highly emotional, highly complex, relationship building Complexity / Emotion Low High

11. Importance of Words, Tone & Nonverbal Words convey 7% of any message Vocal Elements (tone): 38% Nonverbal elements (facial expressions, gestures, posture, etc): 55% Given this information, can you see the importance of choosing the right channel?

12. Tips on Delivering Message Speak clearly and at a pace that reflects message Tone that reflects situation – Stay Positive Posture Smile – before answering the phone tentacle to the outside world Releases Endorphins Eye Contact Breathe Awareness of gestures Take a genuine interest to build relationships = “benefit of doubt” down road

13. People Suck at Listening “Seek first to understand then to be understood” Less than 2% of people are taught how to listen Listening is key to all effective communication Messages are easily misunderstood without active listening Barrier to good listening Listen at a rate of 125-250 words/minute Think at a rate of 1000-3000 words/minute. It is easy to get your mind wandering out front of the words. Casually touch and hold your chin right now if you stopped listening and read the slide

14. 10 Fundamentals of Good Listening 1. Stop Talking 2. Prepare yourself to listen Favor your right ear to engage your left brain 3. Put the Speaker at Ease 4. Remove Distractions 5. Empathize 6. Be Patient 7. Avoid Personal Prejudice 8. Listen to Tone 9. Listen for Ideas–not just words (question behind question) 10. Wait and Watch for Non-Verbal Communication

15. Clarification of Message Re-present message based on body language, questions Speak on their terms and their language to connect Use analogies relevant to recipient: sports, construction, etc. Ask clarifying questions to ensure your intended message was heard Live our Values: Respond don't react & keep on message Don’t interrupt – allow them to be heard, which will allow you to be heard

16. Quick Tips on Diffusing Difficult Conversations Listen, listen and listen some more Stay calm and keep your ego to the side Acknowledge & Apologize “I understand completely and I’m so sorry you’re upset. Let’s find a way to work this out.” View this as an opportunity to WOW the Customer Outbound Call Call with Solutions Inbound Call Don’t jump to conclusions Don’t make commitments that could damage further Never be abused – remain calm and grab a Manager

17. Action State the follow-up actions Be gracious & give thanks! Confirm via email (right channel) Execute on the promises Update in the right channel (which one?)

18. Resources Books Crucial Conversations – Patterson, Grenny, McMillan, Switzler Power of Presence - Hedges Getting to Yes – Fisher & Ury Online Ted Talks - https://www.ted.com/topics/communicationhttps://www.ted.com/topics/communication Choosing the Right Medium: http://thesalesblog.com/blog/2012/05/24/choosing-the-right-medium-for-the-message/ Empathic Listening: http://www.fastcompany.com/1727872/using-empathic-listening-collaborate