1. Communications At Work
Jon Colman
redvanillalearning
@Jon_RedVanilla
joncolman

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

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

4. 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

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

6. 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

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

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

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

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

11. 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

12. 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

13. 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

14. Strategic Narrative

15. Engaging Managers

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

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

18. 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

19. 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

20. 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

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

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

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

24. Performed Ideal- Leakage Signals

25. Performed Ideal- Leakage Signals

26. Performed Ideal- Leakage Signals

27. Performed Ideal- Leakage Signals

28. Performed Ideal- Leakage Signals

29. Performed Ideal- Leakage Signals

30. Mirroring

31. Matching

32. 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

33. 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

37. 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.

38. 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 or the request for me to report back”

39.
When appropriate, s 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.