Communications At Work   Jon Colman www.redvanilla.co.uk/rail redvanillalearning @Jon_RedVanilla joncolman

Contents 1. The Communications Cycle 2. 7Cs of Communications 3. Communicating to Engage Employees 4. How we Communicate

The Communications Cycle Aim Compose (Test) Send Receive Feedback Review Change/ Improve

The Communications Cycle Be clear about your purpose What do you want to achieve? What do you want people to do? Aim Compose (Test) Send Receive Feedback Review Change/ Improve

The Communications Cycle Aim Compose (Test) Send Receive Feedback Review Change/ Improve Think about: The Audience Your aim Your tone Method Test

The Communications Cycle Aim Compose (Test) Send Receive Feedback Review Change/ Improve Choose the right method Face to face if possible Brief people, be brief Test

The Communications Cycle Aim Compose (Test) Send Receive Feedback Review Change/ Improve Ask for feedback Check message understood

The Communications Cycle Aim Compose (Test) Send Receive Feedback Review Change/ Improve Change or Improve Review whether aims met

The Communications Cycle Aim Compose (Test) Send Receive Feedback Review Change/ Improve Change or Improve

Clear Concise Concrete Correct Coherent Complete Courteous 7 Cs of Communications Clear Concise Concrete Correct Coherent Complete Courteous

Communicating to Engage Employees Employee engagement is a workplace approach producing the right conditions so that everyone in an organisation .... Gives of their best each day Is committed to the organisation’s goals and values Is motivated to contribute to organisational success Has an enhanced sense of their own well-being

Communicating to Engage Employees Highly engaged employees: More customer focused More creative at work Less time off sick Care about organisation’s future Greater effort Proud of the organisation Do their best Motivated to deliver

Communicating to Engage Employees Highly engaged employees: More customer focused More creative at work Less time off sick Care about organisation’s future Greater effort Proud of the organisation Do their best Motivated to deliver

Strategic Narrative

Engaging Managers

Mick Barker, employee director at transport company First Group Employee Voice Mick Barker, employee director at transport company First Group

Mick Barker, employee director at transport company First Group Integrity Mick Barker, employee director at transport company First Group

Effectively communicate vision and strategy Develop a compelling vision likely to engage the emotional and intellectual commitment of stakeholders and colleagues Communicate the vision and related strategy in an engaging manner that takes account of the varied needs, perceptions and expectations of stakeholders and colleagues

Be able to listen effectively Identify and take opportunities to listen to colleagues Demonstrate active listening with groups and individuals Be able to draw accurate conclusions from listening to colleagues Listen to the views of an appropriate range of stakeholders & colleagues

Be able to listen effectively Identify and take opportunities to listen to colleagues Demonstrate active listening with groups and individuals Be able to draw accurate conclusions from listening to colleagues Listen to the views of an appropriate range of stakeholders & colleagues

Body Language & Facial Expressions Good Customer Care at the Start of the Customer Journey Four Communication Methods Body Language & Facial Expressions Tone Words Listening

Body Language & Facial Expressions Good Customer Care at the Start of the Customer Journey Four Communication Methods Body Language & Facial Expressions Tone Words Listening

Performed Ideal- Leakage Signals Performed Ideal – The image you want to portray Leakage Signals – How you really feel or think

Performed Ideal- Leakage Signals

Performed Ideal- Leakage Signals

Performed Ideal- Leakage Signals

Performed Ideal- Leakage Signals

Performed Ideal- Leakage Signals

Performed Ideal- Leakage Signals

Mirroring

Matching

Negative and Positive Language Negative language – Disengaging Emphasises what cannot be done. Sounds unhelpful Is unfriendly • No • You can’t • We’re unable • It’s not possible We’re short staffed

Negative and Positive Language Positive Language - Engaging • We can • I’ll try • What we can do is… • Glad we could help   Emphasises what can be done Tells people you’re happy to help Shows you’re taking ownership Sounds helpful and encouraging

Words or phrases to avoid I'll try being nicer if you'll try being less stupid. You want this done by a deadline? I love deadlines. I especially like the whooshing sound they make as they go flying by. Tell me what you need, and I'll tell you how to get along without it. I don't have an attitude problem. You have a perception problem. I can only please one person per day. Today is not your day. Tomorrow is not looking good either.

Colleague to Colleague Email “Can you please deal with this request as soon as possible? The person has been waiting for a response for a long time. Can you let me know when you have responded?” “This is not my area of responsibility and I do not appreciate the tone of your email or the request for me to report back”

Email When appropriate, emails should convey the tone of voice – helpful, friendly, positive. “Hi, hope this is your area. Can you please look into this request as soon as you can because the person has been waiting for a response for a long time. Can you let me know when you have responded so I can get back to the patient. Many thanks, Claire.