Corporate Communications Strategies training Juanita Espino, Facilitator

Purpose The purpose of this training is: To understand the function and goals of the departments that have high volume communications processes. To provide a clear understanding of what each department does in an effort to eliminate misrouting calls and over use of a department. To create an inclusive environment by understanding the difference between generations. To clearly define how each generation learns and communicates. To summarize how the understanding of department functions can provide efficiency. To summarize how understanding the communication styles for each generation can create an inclusive environment. In this training we will discuss the importance of understanding different generations and how they communicate. This training is also meant to train what each department actually does. Understanding the generational communication styles will create an inclusive environment. Understanding what each department does will create an efficient environment. These strategies together will build effective and efficient communication strategies.

What does each department do? We must understand what each department does. It is important to do the research to know what each department goal is. You can make a direct impact on call volumes by avoiding misdirected calls. Every department has a separate goal. All the departments work together for the same common goal. At this time I want to poll the audience and ask everyone to write down what their department does. Furthermore, discuss write down what you understand your department goals are. We are now going to do an activity. I need a person from each department to make a micro company as a group. This means someone from each department form a group. Now we are going to share notes and discuss 1) Did you learn a function you did not know existed? 2) Were you transferring to the correct department before this conversation? 3) Instead of transferring to the wrong department, what are some preventive questions you can ask to help the company avoid misroutes? 4) What is the department goal in each department in your group and how do you work with this group?

Quick discussion What do you think is the negative impact of misrouted calls? How can you educate yourselves and your peers on what other departments do? What are some goals in the different department that you were not aware of? What do you believe is the goal of the company? This is an assessment of the understanding of what the different departments do. This is an open discussion to make sure all points are covered. Writing down the goals on a board will provide a visual perspective and allow learners to write down the topics. This will meet the needs of all learners.

Inclusive for all generations We can learn to communicate effectively by understanding how we communicate. Since the immersion of the different cultures and generations in corporations, we lack a true understanding of how to communicate with each other. Understanding how different generations communicate can change how we understand each other. Corporations that go through changes such as mergers, downsize, and growth. During these changes, standard communication strategies are lost. If we also include the immersion of Baby Boomers, Generation X, and Millennials in the same work environment, there is an exchange of communication strategies that are diverse and lead to miscommunication. Corporations now need to truly address the communication gap between generations. This is the primary issue for miscommunication in corporations. The immersion of generations can cause a breakdown in communication if generations do not understand how they each communicate. It is important to address the need to learn about different generations to create a true inclusive environment.

How do we communicate Baby Boomers Generation X Millennials Appreciate visual examples auditory responses. Passionate about social causes and engage in spirited discussions. Loyal and typically have no attendance issues. Appreciate clear communication and need complete explanations Do not appreciate micro management. Prefers self directed work. Able to be hands on and can multi- task. Social media and electronic communication is natural Requires technology in the work place. Prefers hands on training and learning. Comfortable with electronic resources. Baby Boomers are known as the workaholics who communicate visually and enjoy spirited debates. Generation Xers are known as slackers yet are team players. They communicate in a “work smarter not harder” mindset and appreciate open thorough communication. Millennials are not as communicative verbally since they are social media and electronic communication efficient. The key is to teach these communication styles and how to be effective communicating with each other.

Quick Discussion Do you see how generations can communicate differently? What are the strengths and weaknesses of each group? How can these different strengths work together to meet the company goals? Do you feel like the communication strategy can be stronger by understanding these communication styles? This is an assessment of the understanding of what the different departments do. This is an open discussion to make sure all points are covered. Writing down the goals on a board will provide a visual perspective and allow learners to write down the topics. This will meet the needs of all learners

Departments Summary We now understand that the different departments have different goals and different functions. To help the company meet its overall goals, we can avoid contacting the wrong department by educating ourselves and asking questions. This does require taking ownership of every contact. The positives of this understanding is efficiency and effectiveness. This miscommunication causes an inefficient work environment. It also causes loss of revenue due to: unnecessary department growth, high turn-over rate, and technology additions to address volume of communication as opposed to efficient communication. The company can save time and resources by addressing the need for effective communication strategies. The company should spend time training each department responsibility and goal. There should be further training on the different types of technology used to communicate.

Generational Communication summary Different generations communicate differently. Understanding the strengths of each generation provides an inclusive environment. Working together will allow for an efficient and effective work environment. A detailed explanation of how each generation operates in the work place and how they communicate can change and improve corporate communication. Each generation has learning and communication styles that can be effective in the work place if the styles and strategies are trained.

Final Activity In the micro companies that were previously set up, provide a group collaboration of how to communicate differently using the new strategies learned. You can do a skit, role play, or a poster. Just show how understanding generations or understanding what the function of each department can be more effective now.