5. Communication Gaffes Happen
“Communication by email for me is the
likeliest source for miscommunication.
Between being misunderstood because of misread
tone or address error, the possibilities are great.
Although I cannot note a specific misI know I
have double checked my sent box a dozen
different times after a sudden fear
communication, that I may have inadvertently
replied to the "wrong" person.”
6. Communication Gaffes Happen
POLL: I LIVE IN FEAR OF THIS HAPPENING TO ME:
a) Once a month
b) Weekly
c) Daily
d) Hourly
e) With every email I send J
7. Communication Gaffes Happen
“While working as a young supervisor, I was miffed by an
employee’s lack of follow through on a specific task. I,
angrily, left her a message on her dry erase board,
for her only to see the next day. Rethought the delivery of
this communication (as opposed to more professionally
speaking with her directly), so I went to erase the
message and discovered I had used permanent
marker. Ugh. Had to cover the secured dry board with
paper until new one could be installed. This incident
taught me a lot, to say the least.”
8. Top 4 Office Communication Challenges
1. When Informal Isn’t Normal: Tips for Email
2. When Voicemail Isn’t Enough: Tips for Telephone
3. When Talk Is Tough: Tips for Feedback
4. When Life Is Too Short: Tips for Meetings
5. When You Are Brilliant: Tips from the Crowd
9. 1. When Informal Isn’t Normal
Challenge: How formal should you be when using
communication technology like email, IM, texting and
social media outlets (Facebook, Twitter, blogs) in a
professional setting?
10. 1. When Informal Isn’t Normal
• The Wall Street Journal reports that
poor grammar is increasingly an
issue in the workplace.
• Society for Human Resource
Management and AARP Study:
most respondents blame young
workers for this trend.
• However, with younger generations on
the forefront of communication
technologies, they may have developed
a new norm of informality.
Sources: http://online.wsj.com/article/SB10001424052702303410404577466662919275448.html
11. 1. When Informal Isn’t Normal
TIPS FOR EMAIL
• Start formal, then react to respondents’ tone.
• Everything you send could be seen by anyone.
• Email’s terrible for tone, but be careful with emoticons.
• Leave “Sent from iPhone/BlackBerry.”
• Summarize any attachments.
12. 1. When Informal Isn’t Normal
TIPS FOR EMAIL
• Think like a marketer
• Put the main point up front, details below
• Brevity’s best, save the rest
• Format for impact
• Bold, underline, bullets, numbers
• Subject lines matter
• Get ‘em to open, but if they don’t…
13. 1. When Informal Isn’t Normal
TIPS FOR EMAIL
• Use signature blocks so people can follow-up
• Pause before sending that nastygram.
• Take an email break, if you can:
• Limit to 2-3 times a day?
• Nothing after hours?
• Schedule to be sent later?
14. 2. When Voicemail Isn’t Enough
Challenge: How do I ensure the meaning of my message
gets across when I’m using the phone?
15. POLL: HOW DO YOU USE YOUR PHONE MOST?
2. When Voicemail Isn’t Enough
a) Texting
b) Browsing the web
c) Making phone calls
d) Other
16. 2. When Voicemail Isn’t Enough
http://www.mnn.com/green-tech/gadgets-electronics/stories/top-cellphone-complaint-people-dont-use-their-phones-enough
17. 2. When Voicemail Isn’t Enough
“I literally never use the phone,”
Jonathan Adler, the interior designer, told
me. (Alas, by phone, but it had to be.)
“Sometimes I call my mother on the
way to work because she’ll be happy to
chitty chat. But I just can’t think of
anyone else who’d want to talk to
me.” Then again, he doesn’t want to be
called, either. “I’ve learned not to press
‘ignore’ on my cellphone because then
people know that you’re there.” “I
remember when I was growing up,
the rule was, ‘Don’t call anyone after
10 p.m.,’ ” Mr. Adler said. “Now the
rule is, ‘Don’t call anyone. Ever.’ ”
http://www.nytimes.com/2011/03/20/fashion/20Cultural.html?pagewanted=all&_r=0
19. BEFORE A SCHEDULED CALL:
2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
• Be ready to write – notepad, iPad, ThinkPad
• Have an agenda in mind - jot it down and stay on task.
• If it’s a scheduled call, set a time limit for it (default to less).
20. STARTING A CALL:
2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
• Don’t just jump right in with business
• Start with a warm-up:
ü “How’s your day going?” or
ü If you know of another project the person is
working or something personal, ask about that
21. DURING A CALL:
• Use oral cues – ever had your brilliance greeted by silence?
• Focus – we know when you’re multi-tasking.
2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
• Got a call that’s going long?
• Ask if you can continue later / shift to email.
• Get a call when you’re under a deadline?
• Ask to schedule to a later time.
22. ENDING THE CALL:
• Summarize what you discussed
ü go over action items:
ü I will do x, y and z by ___. You’ll do a and b by ___.”
• End strong: short and sweet (no one likes long good byes :-)
2. When Voicemail Isn’t Enough
TIPS FOR TELEPHONE
23. 3. When Talk Is Tough
Challenge: We underestimate the power of positive
and constructive feedback as a motivator. How can we
more effectively give and receive feedback at work?
24. • Recognition for a job well done is a
powerful motivator.
• People want to improve, so don’t
hesitate to offer constructive criticism.
• Be specific. What exactly did they do?
• Avoid email / chat: too impersonal
• Hand-written notes = rare, but respected
• Give feedback in person, when possible.
ü Do so publicly, as appropriate
ü Use video if remote
3. When Talk Is Tough
TIPS FOR GIVING FEEDBACK
25. • Say “thank you.”
• Listen to understand.
• Don’t get defensive.
• Ask questions to get specificity.
• Give it serious consideration.
• Do something about it.
• The only person you can change = YOU!
• Make it easy for people to give feedback:
• Office hours, “tip” box, email address, incentives
3. When Talk Is Tough
TIPS FOR RECEIVING FEEDBACK
26. 4. When Life Is Too Short
Challenge: Have you ever left a meeting feeling like
your time would’ve been better spent at your desk?
Me, too. How can you make meetings worthwhile?
27. 4. When Life Is Too Short
http://www.govloop.com/profiles/blogs/what-is-the-longest-meeting
28. 4. When Life Is Too Short
http://www2.macleans.ca/2011/07/29/ford-chairs-longest-city-council-meeting-in-toronto-history/
29. • Begin and end on time.
• Arrive early with all necessary materials
• Circulate an agenda beforehand
• Take a break at minimum every two hours
• Only have meetings when necessary:
• Pssst…it’s okay to cancel!
• Avoid holding meetings during people’s
most productive hours
4. When Life Is Too Short
TIPS FOR MEETINGS
30. • Don’t accept calls or texts
during a meeting.
• Don’t sit down – seriously.
• If you (must) have a PowerPoint,
make it visually interesting
4. When Life Is Too Short
TIPS FOR MEETINGS
• Assign a clear leader or time keeper to keep things moving
• Set a time limit for each agenda item and honor it
31. 5. When YOU Are Brilliant: Tips from the Crowd
• Tips for…
Email?
Phone?
Feedback?
Meetings?
32. “Much unhappiness has come into
the world because of bewilderment
and things left unsaid.”*
- Fyodor Dostoevsky
* Don’t let it be you.
33. Thank You!
Andrew Krzmarzick
GovLoop Community Manager
GovLoop.com/profile/AndrewKrzmarzick
LinkedIn.com/in/AndrewKrzmarzick
Andrew@GovLoop.com | @krazykriz
