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NNLSO Annual Meeting 2017, April 4, 2017 Session: Effective Communication in the Workplace Presented by Kess Knight, AACRAO Summary by GaeLynn Kuchar and Courtney Hennigan ______________________________________________________________________________
Introduction: We are more connected and accessible than ever, but we are also more distracted.
People feel more isolated than ever.
Objective of Session: Learn how to have more meaningful interactions.
Common Challenge: How do we get our message out when we feel like nobody is listening?
What is Organizational Communication: A process through which people construct, manage, and
interpret behaviors and symbols, both intentionally and unintentionally, through interaction, within
and across particular organizational contexts.
Evolution of Communication: Started in the mid-1970’s with Fax machines, 1989 World Wide Web,
AOL, camera phone, Skype, LinkedIn, Facebook, YouTube, Twitter, Dropbox, Pinterest, Snapchat, Etc.
Communication Channels
How you communicate is just as important as the message itself. Consider the audience, use various
channels.
Vertical and Horizontal Communication Processes are “The Sweet Spot” (slide – Communication
Process)
Misconceptions and Barriers
Lack of Trust (key element in relationship and in communication)
- Built over time and consistency, your actions are so important
Decentralized organizational structure (physical location)
Institutional Hierarchy (financial constraints)
- Communicate more effectively with fewer resources
Preferred method of communication (perceptual)
- What is the most effective way I can interact with people in the way they way to be
interacted with?
Information overload (overwhelmed with too many emails) can have a negative impact.
Why does any of this matter?
…Because effective communication reduces misunderstandings
…Because it creates a culture of communication (without fear or retaliation)
…Because it builds trust
…Because it improves relationships
What do people want?
Multiple types of communication
Real time
Accessible
To not be forgotten
Most people check business and check social and flip flop between the two. Communication is
different for everyone and each situation.
Know how staff likes to communicate and offer opportunities for feedback.
Current and incoming generations are constantly on devices. How do we get the message out?
Video? Personalized Email? Call a 1-on-1? Whatever the mode, people want to be heard.
Communication Strategies:
Consistency (Frequency, Voice/Tone, Brand)
Transparency “Organizational change moves at the speed of trust” (without transparency,
rumors and negativity will set-in). Let people know you are working on things instead of
waiting to respond until you have the final answer.
Clarity: accurate without ambiguity
Communication Strategy:
1. Develop a robust network—Create relationships.
You - College Department – College – University Department - University
2. Development Guidelines & Communication Plans
Ask yourself important questions and answer at least some of these
Objectives?
Goals?
Audience?
When should message be delivered?
How is message going to be delivered?
How will it be measured/evaluated? (is it effective? will people respond? Tracking
options? Follow-up call?)
3. Active Listening Techniques
Requires listener to concentrate, retain and remember what was said. A few tips:
Paraphrasing
Non-Verbal cues (nodding, eye contact)
Seeking clarification
Ask open-ended questions
Share a similar situation
4. Encourage Sharing and Feedback
Use a variety of tools. Help/Support/Advice/Guidance (need the trust factor)
Crisis Communication for Emergency Situations
Identify a crisis communication team
Establish notifications & monitoring systems
Develop holding statements
o “We will be supplying information as it become available”
o “Our crisis plan has been implemented. Please seek shelter immediately.”
Optimize Communication Tools
What’s working and what isn’t working?
Where does information live?
How do I gather information?
How can I share information?
How can I integrate technology into my communication?
Important to:
Be timely
Be relevant
Be specific
Summary
Trust & relationships
No one-size-fits-all plan
Create a dialogue
Technology is a complement to your communication, not a competitor
Communication is a shared responsibility
Questions?:
What happens when email is the institutional preferred mode of communication?
Look into using social media as second form of communication?
Hallway interactions with students. The student feels they’ve talked to you and they have
transferred the responsibility to you. They don’t follow-up with email or a formalized way of making
that request. How do you handle this type of communication (style)? Follow up with written
confirmation.
General Audience Contribution:
Live Chat
Shorter emails with more photos
Nobody reads Daily Updates/Digest type messaging (don’t waste your time)
Email Mail Merge and creative subject lines
In meetings, be present. Don’t be distracted by other things while in the meeting.
Effective Communication
in the Workplace
Presented by: Kess Knight, AACRAO
Tuesday, April 4, 1PM
Session ID 6041
Session Rules of Etiquette
• Please silence your electronic devices.
• Please complete the session evaluation using the AACRAO mobile
app or the paper form in your registration packet, drop boxes are
available throughout the convention center.
• If you must leave the session early, please do so as discreetly as
possible
• Please avoid side conversation during the session
Thank you for your cooperation!
Kess Knight
Learning Outcomes of this session:
• An understanding of the communication process
• Methods of communication
• Why communicating with others may be
effective or ineffective
• Recommendations for effective communication
A process through which people construct,
manage, and interpret behaviors and symbols
(whether verbal or nonverbal), both
intentionally and unintentionally, through
interaction (mediated or direct), within and
across particular organizational contexts.
– Encyclopedia.com
What is organizational communication?
Evolution of communication
Mid-1970’s
Fax
1989
Invention of
the World
Wide Web
1990
Microsoft
Office
1993
1997
AOL
launches
AIM
1999
Salesforce
2002
Camera
phone
released
2003
Skype,
2004
Facebook,
Gmail
2005
YouTube,
Blackberry
Messenger,
Google Chat
2006
2007
Dropbox,
iPhone,
Docs
2010
Pinterest,
2011
Snapchat,
iCloud,
iMessage,
Messenger
2012
Drive
2013
Hangouts
2015
Periscope
Communication Channels
Intranet
Social Newsletters
Video chat
VideoPhone
TextEmail
Meetings
Face-to-face
1:1
Communication process
External:
between an organization and
groups outside organization
Internal:
between people of the
same organization
Downward:
supervisor to staff
Upward:
staff to supervisor
Vertical:
employee to manager;
manager to employee
Horizontal:
peer to peer
“The single biggest problem in communication
is the illusion that it has taken place.”
– George Bernard Shaw
Misconceptions & Barriers
• Lack of trust (emotional)
• Decentralized organizational structure (physical)
• Institutional hierarchy (financial)
• Preferred method of communication (perceptual)
Why does all of this matter?
Reduces
misunderstandings
Creates a culture of
communication
Builds trust
Improves
relationships
Effective communication….
Multiple content types
Real-time
Accessible information
To not be forgotten
What do people want?
Communication strategies
• Consistency: frequency, voice/tone, brand
• Transparency: “Organizational change moves at the speed of trust.” – From EDUCAUSE Conference
• Clarity: accurate without ambiguity
Recommendations for
effective communication
Develop a robust network
YouCollege
DepartmentCollege
University
DepartmentUniversity
Communication staff
Develop guidelines &
communication plans
• What are the objectives?
• What is the goal?
• Who is the audience?
• When should the message be delivered?
• How is the message going to be delivered?
• How will it be measured/evaluated?
Active listening techniques
1. Paraphrasing
2. Nonverbal cues (e.g., nodding, eye contact)
3. Seeking clarification
4. Ask open-ended questions
5. Share a similar situation
“I’m a great believer that any tool that
enhances communication has profound
effects in terms of how people can learn
from each other.”
– Bill Gates
Use a variety of
communication tools
Encourage
sharing and
feedback
Emergency/Crisis Communication
• Identify a crisis communication team
• Establish notification & monitoring systems
• Develop holding statements
• “We will be supplying information as it becomes available.”
• “Our crisis plan has been implemented. Please seek shelter
immediately.”
Optimize communication tools
• What’s working? What isn’t?
• Where does information live?
• How do I gather information?
• How can I share that information with other people?
• Can I integrate technology into my communications?
Be timely ~ Be relevant ~ Be specific
Summary• Trust & relationships
• No one-size-fits-all plan
• Create a dialogue
• Technology is a compliment to your communication, not a competitor
• Communication is a shared responsibility
Questions?
Thank You!Kess Knight
@KessKnight
Please complete the session evaluation using the AACRAO mobile app or the paper form provided in your registration packet.
Session ID 6041
