1. Businesses built to last start with Structural Integrity www.structural-integrity.com STRUCTURAL INTEGRITY The Secret to Effective Communication P-Camp – March 15, 2008 Joy Montgomery

2. Businesses built to last start with Structural Integrity www.structural-integrity.com Three Things That Get in the Way LISTENING – It isn’t always as easy as it seems. LANGUAGE – It has hidden minefields. REALITY & EXPECTATIONS – Your idea of reality and your expectations based on that reality might not match others’.

3. Businesses built to last start with Structural Integrity www.structural-integrity.com Listening: Stories Bumps and Cuts – Listening but not using what you heard. The Second Data Center – Listening but not thinking about what you heard. You’re Not at My Level – Not listening at all.

4. Businesses built to last start with Structural Integrity www.structural-integrity.com Listening: Lessons Summarize – Verify your “take” on the problem with others before you proceed. Get “Buy-In” – Get agreement about planned action, the solution. Take notes – Here’s a trick to make them more effective.

5. Businesses built to last start with Structural Integrity www.structural-integrity.com Listening: Discussion Do you think she’s listening to anyone? Are you sure that your listening is better? What is the value of daydreaming?

6. Businesses built to last start with Structural Integrity www.structural-integrity.com How Can You Listen More Effectively? Ask questions Take notes Connect to the concept with a story from your own experience Ask the speaker to restate difficult concepts

7. Businesses built to last start with Structural Integrity www.structural-integrity.com How Can You Encourage Feedback? Suggestions & awards program Quality teams Status meetings Ask questions

8. Businesses built to last start with Structural Integrity www.structural-integrity.com Language: Stories The Simple Typo – You wanna do what to vendors? or see what a “C” can do? What You Say Can Hurt You and Your Company – Hot buttons! Clear and Concise is the Key – Don’t take 20 minutes to say what you could say in 2.

9. Businesses built to last start with Structural Integrity www.structural-integrity.com Language: Lessons Spell check and proofread – Make sure you said what you meant to say! Keep Your Mind on the Goal – Make sure what you meant to say is worth saying. Don’t assume they heard what you meant for them to hear. – Make sure you verify it.

10. Businesses built to last start with Structural Integrity www.structural-integrity.com Language: Discussion What do you do to encourage participation? How important is teamwork?

11. Businesses built to last start with Structural Integrity www.structural-integrity.com How can you be sure you’re understood? Ask questions Get responses Get someone to summarize what you said. Summarize at the end and ask if there are any questions

12. Businesses built to last start with Structural Integrity www.structural-integrity.com How Can You Avoid Confusion? Stick with one topic at a time Don’t get sidetracked Use precise, universal terms Avoid “hot buttons”

13. Businesses built to last start with Structural Integrity www.structural-integrity.com Reality & Expectations: Stories Between the Lines – Reading attitude into emails The More the Merrier – System development by the numbers The Highwaymen – Shipping & Receiving at its worst

14. Businesses built to last start with Structural Integrity www.structural-integrity.com Reality & Expectations: Lessons Keep Your Eye on the Goal – Don’t sweat the small stuff! Make sure you’re speaking the same language – Got your Dictionary handy? Too rushed? – Here’s a handy trick for clear, concise presentations at the drop of a hat.

15. Businesses built to last start with Structural Integrity www.structural-integrity.com Reality & Expectations: Discussion How can you tell if you’re meeting expectations? Who defines expectations?

16. Businesses built to last start with Structural Integrity www.structural-integrity.com What If Things Take a Wrong Turn? Immediately clarify the topic Ask questions Confirm that you share a common goal Start over

17. Businesses built to last start with Structural Integrity www.structural-integrity.com Who defines quality in your area? Upper Management The Quality Assurance Manager Your Supervisor Your Customer

18. Businesses built to last start with Structural Integrity www.structural-integrity.com Thanks for coming! Joy Montgomery joy@structural-integrity.com STRUCTURAL INTEGRITY The Secret to Effective Communication