Identifying the right tools and styles to be more effective communicators in the workplace and improve employee engagement and performance.

1. From Face to Face to Facebook
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Effective
Communication to
Improve Performance
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2. Agenda
1. Why Communication matters
2. The Communication to Performance
Connection
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3. Your Communication Style
4. Roles and Tools
5. Practical Application – Tips
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3. Why Communication Matters
50 50
40
40
30 30
22 25
20 20
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10 5
1
0 7
0
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4. Why Communication
Matters
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Traditionalists Boomer Gen X Gen Y
Formal Semi-Formal Irreverent Fun, eye-catching
Significant Not connected Networking, multi Interactive, global
technology technologically, fa -processing -minded, always
changes. Prefer ce to face reigns – connections, net connected
to connect face to local connections work of
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face (formal) connections

5. Why Communication
Matters
Creation of ‘job flirts’
• 2/3rds of these ‘flirts’ use social networks to enhance their career
prospects outside of their current employer
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• Office staff are active across a wide range of social tools for
professional purposes
• >70% use it at least once per month
• 21% use LinkedIn, 20% use Facebook, 9% use Google+, 8% use
Twitter
• Only 10% of these active social media users use these networks
routinely to discuss work with their colleagues.
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6. Why Communication Matters
50 - 65 years 35 - 49 years 18 – 34 years
• 20% of TV viewers • 21% of TV viewers • 23% of TV viewers
• 22% of social • 28% of social • 27% of social
media/blog users networking/blog sites networking/blog sites
• 20% of smartphone & • 30% of smartphone & • 39% of smartphone
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tablet users tablet users & tablet users
• Other interesting facts:
• B2B and B2C – Blog posts are the most profitable marketing methods
• B2B - <50% of marketers find Facebook effective for customer reach
• Content perceived to have the ultimate power to attract and retain
customers.
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• Why would employees be any different?

7. Why Communication Matters
• Collective purpose
• Improved morale
• Improved productivity
• Improved teamwork
• Less grapevine
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• Pride in results
• Reduced absenteeism
• Improved understanding of direction
• Confidence in, acceptance of, management decisions*.
• *Excerpted from “The Manager is the Medium” The Mindszenthy & Roberts Corp.
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8. The Communication to Performance
Connection
Communication is a management system:
• Emphasizes strategy and the message
• Identifies accountabilities for outcomes
• Distributes timely information.
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Performance requires engagement:
• Employees are heavily invested in the welfare of the organization.
• Employees want to connect what they do with success and
accomplishment.
• Employees seek a sense of purpose and meaning in their work.
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9. The Communication to Performance
Connection
5% increase in customer loyalty = profit increases of 25 – 85%*
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 Identify values, behaviors, measures, and actions necessary to
build and maintain an ownership mentality.
 Use firm-wide databases that enable employees to share
information
*HBR, “Putting the Service-Profit Chain to Work” July 2008
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10. What is your communication
style?
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Controller Promoter Supporter Analyzer
Commander Entertainer Good listener Assessor
Values getting the Values enjoyment Friendly and Values accuracy
job done Talkative and sensitive Prefers to work
Not shy but open Relationship alone
private Intuitive, creative oriented Introverted
Takes charge Celebration Harmonizer Thoughtful
Results oriented oriented Values acceptance Idea oriented 10

11. Your Communication Style
Communication Styles Inventory
• There are 18 statements
• Choose which statement in each of the questions reflects you
best– choose A or B and circle it
• This is an informal survey – how you usually act in everyday life
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• The idea is to get a picture of how you see yourself
• 10 minutes to complete
• Then we will summarize
• Then talk briefly about your scores.
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12. Your Communication Style
• So what’s the Verdict?
• If you circled G and D, you tend toward being a
Controller/Director
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• If you circled O and D, you are more likely a
Promoter/Socializer
• By circling O and I – you are a Supporter/Relater
• By circling G and I – you tend toward Analyzer/Thinker
But no matter what your preferred style…Increased ability to
communicate = increased effectiveness in communication
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13. Your Communication Role
√ myth teller
√ motivator
√ tone setter
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√ keeper of the human
climate*
* Roger D’Aprix, Communicating for Change: Connecting the Workplace with the Marketplace
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14. Your Role
How can
I help? What is
my Job?
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Where How am
are we I doing?
headed?
How are Does
we anyone
doing? care?
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Roger D’Aprix, Communicating for Change

15. Tools
1. What tools do you use?
2. Which tools for which purpose?
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3. Effectiveness of these tools.
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16. Tool Employees Customers Purpose
(√) (√)
Individual Meetings
Group Meetings
Performance Discussions
Spontaneous Meetings
Email
Social Media Status
Updates
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Articles, books
Newsletter
Notes and cards
Displays
Voice mail
Recognition activities
Work events
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Social events
Memos

17. Practical Application
• Know your staff demographic composition
• Communication preferences
• Communication tools
• Think about their communication style
• Preferences
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• Tools
• Think about your communication style
• Preferences
• Tools
• Integrate your style with their styles
• Preferences
• Tools
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• Utilize these tools and styles for KEY CUSTOMERS, too!

18. Practical Application
• Employees need information
• Employees need to know what is expected
and how to achieve business goals
• Communication is composed of
• What (Data)
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• Who (Sender and Receiver)
• How (Tools)
• Why (expected result)
• When (frequency)
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19. Final Words
Top 10 Reasons Employees Stay Engaged
• My job gives me an opportunity to do the things I do best.
• My supervisor regularly gives me feedback on my work performance.
• I feel the senior management of the organization is concerned about the
employees.
• This organization makes it possible for employees to directly
contribute to its success.
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• I know what is expected of me in my job.
• I have an opportunity to participate in decisions made by my
supervisor that affect my work environment.
• My co-workers are friendly and helpful.
• My supervisor encourages my career growth.
• The necessary materials and equipment are available when I need to
perform my job.
• Employees of this company genuinely care about the customers.
Source: Survey by HR Solutions International Research Institute 19

20. Final, final word
“At the end of the day, having good judgement is part of being a
good leader. And beyond that, it’s all about communication,
about making people willing to follow your lead.”
Sylvain Boucher, President and CEO, Ergoreseach Ltd., Laval, PQ
Rank of 84 out of 200 for 2011 Profit 200
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21. From Face to Face to Facebook
BM2B - Matching Talent to Need
Effective
Communication to
Improve Performance
21