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The Art of Communicating with Americans
TCSAFEA & Challenger Consulting
Shenzen, Guangzhou, Beijing
September 2014
Ray Ju, PMP, CSM, GC, MBA, MAL
Past President, PMI San Francisco
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Welcome and Introductions
The Art of Communicating with Americans
• Thank You to TCSAFEA, Challenger Consulting and PMI China
• Who am I?
Native of San Francisco, California
Parents from Taishan
Healthcare, Bio Pharma, Consulting, High Tech, Finance
• Who are you?
Name
Industry
Job Title
Expectations
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Agenda
• Welcome and Introductions
• Comparisons between China and US
• Stereotypes
• Communications
• Non-Verbal
• Spoken
• Written
• Do’s and Don’ts
• Comments and Feedback
The Art of Communicating with Americans
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Comparisons between China and US
• Geography
• Population
• Economy
• Globalization
• Cross Cultural
The Art of Communicating with Americans
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Stereotypes
• Looking through a lens
• How did we get ours?
• Neither good or bad
• Based on fact or fiction
• Subjective or objective
The Art of Communicating with Americans
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Stereotypes
• What are some of yours of Americans
• Americans are …
• How do you think Americans see Chinese?
• Chinese are …
• Shapes our values, beliefs and behaviors
The Art of Communicating with Americans
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Communications
• What is “communications”?
• How do we communicate?
• Formal or Informal
• Low Context and Direct vs. High Context and Indirect
• PMI Project Management Body of Knowledge v5,
Chapter 10 – Communications Management
http://www.cram.com/flashcards/pmbok-chapter-10-project communication-
management-1853174
The Art of Communicating with Americans
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Communications
• Push: Send information
• Pull: When information is retrieved
• What are the popular types of communication on your teams?
• Communications the “glue” that connects project stakeholders
• Communication channels goes up, so does complexity
Number of communication channels, N = n(n-1)/2
3(3-1)/2 = 3 6(6-1)/2 = 15 12(12-1)/2 = 66
The Art of Communicating with Americans
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Non-Verbal / Seeing
• First 10 seconds
• What do your instincts tell you?
• Image and appearance
• Situations and environments
• Body Language consistent or conflicting
The Art of Communicating with Americans
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Non-Verbal / Seeing
• Peace Corps training
• Mehrabian’s Rule 7/38/55%
• Distance and personal space
• Smile and handshake
• Facial expressions
The Art of Communicating with Americans
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Spoken / Hearing
• Small Talk to get comfortable
• Do’s subjects to discuss
• Don’t touch on sensitive subjects
• Speaking techniques
• KISS
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Spoken / Hearing
• Avoid using Technical Jargon, Acronyms and Slang Terms
• Active Listening
• Consistent with Body Language
• Etiquette and protocol
• The Elevator Speech
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Written / Input by hand
• What is the message about?
• Who is the audience?
• How is it transmitted
• Preferences of receiving
• Multi-Generational gaps
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Written / Input by hand
• Be concise
• Text Messaging
• Social Media
• Collaboration Tools
• A3 Report Process
The Art of Communicating with Americans
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A3 Way -– Toyota Production System
The Art of Communicating with Americans
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Do’s and Don’ts
Communicating Do’s Don’ts
Non-Verbal
First Impression
Warm Smile
Eye contact
Firm handshake
Proper attire
Look defensive
Encroach personal space
Poor posture stand & sit
Forget grooming
Spoken
Gather thoughts
KISS
Active Listening
Clear and concise
Use English or Translator
Discuss sensitive topics
Use Techno Babble
Interrupt
Be too quiet
Written
Reader’s perspective
Less is better
Stay focused
Know your audience
Respect etiquette
Send 1st draft
Overwhelm with details
Publish harmful content
Assume understood
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Summary
• Communication Currency = Non-Verbal + Spoken + Read
• A Project Manager cannot control all communications, they should
though try to control and prevent miscommunication, unclear
directions and scope creeps
• Interpersonal soft skills that effective Project Managers posses:
Leadership Communication
Team Building Motivation
Influencing Decision Making
Negotiation Political and Cultural Awareness
The Art of Communicating with Americans
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Comments and Feedback
• Clarify a point
• One Take-Away
• Implement Personal Action Plan
• Practice and rehearse
• No risk, no reward
The Art of Communicating with Americans