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What voice do you communicate in? By Al Diaz


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What voice do you communicate in? By Al Diaz

  1. 1. What voice do you communicate in? By Al Diaz, MBA, PMP, CBA October 2013
  2. 2. Different Voices for different Stakeholders • Decision Maker • Executive • Influencer • Corporate Buyer • Technologist • Peers • End User • Sponsor • Project Team • Individual Contributor • Project Team • The Customer!
  3. 3. Let me share a little secret … • Your key stakeholders, customers, boss – They are never wrong… • WHAT ! NEVER ? • In their minds they are never wrong…its your job to set them straight when they are.
  4. 4. Communication Styles
  5. 5. Clearly you don’t … There is no way … I can’t do that … Unacceptable … NOOOOOOOOOOOOOOO!!!
  6. 6. • I can see your point…on the other hand we might be able to • I can see the benefits …the only question I have is… • I can do that…all I need is • Can we both agree on … • YES!
  7. 7. Who is the most important person we communicate with?
  8. 8. No; its not your boss… they just write your review
  9. 9. • Its Your Customer; –Why? Because they are the company's best consultant. –Their feedback can hurt the bottom line or help it! • So best we listen to them –We want • customers to collaborate with us • to get as close as possible to the customer • drive the customer experience from the front – …don’t walk in with a blank sheet of paper!
  10. 10. What does the customer want… Make it easy Be a good listener Limit customer touches Anticipate their needs Take action Be Available Sit on the Cactus Golden Rule Say…Yes!
  11. 11. What voice do you communicate in?
  12. 12. • I did not say he stole the money. • I did not say he stole the money. • I did not say he stole the money. • I did not say he stole the money. • I did not say he stole the money. • I did not say he stole the money.
  13. 13. Communication is one business where you do not want to become Exclusive Be Inclusive
  14. 14. Identifying whom to share information with Broaden the depth of your communication network Share information as broadly and deeply as possible
  15. 15. When people don’t understand they will not ask, they don’t want to appear ___ The sender is responsible for making information clear and complete so that the receiver can receive it correctly, and for confirming that it is properly understood. SenderSender Encode Decode Encode Decode Noise Noise Medium Noise Noise
  16. 16. What voice do you communicate in?
  17. 17. I didn’t receive it so I didn’t do it
  18. 18. WOW! REALLY
  19. 19. The fact that you did not receive the code file numbers report Does not get you off the hook
  20. 20. This behavior is called Hanging it up Like Hanging up your shirt or blouse after clubbing all night and forgetting about it… Its still dirty
  21. 21. Think like a CEO… “The CEO is the link between the Organization and the Outside World” -Peter Drucker Peter Drucker; invented the concept known as management by objectives (MBO) process of participative goal setting and measurement back to the standard 1954 Book The Practice of Management
  22. 22. What does a CEO do when they are not setting strategy? They are communicating with their stakeholders
  23. 23. Jeff Bezos, Amazon.com, He changed the way people shop and read. W. Buffett, Berkshire Hathaway, brilliant value creator for almost 50 years. Morris Chang, Taiwan Semiconductor, Built Taiwan's largest company, w/a market value of $88 billion. Larry Fink, BlackRock, World's biggest money manager. Carol Meyrowitz, TJX, (TJ Maxx) Number one in off-price retailing w/ $26BB in sales Larry Page, Google, market value is up $100 billion on his watch. Howard Schultz, Starbucks, Revolutionized what America means by coffee. Serving 70 MM customers a week at more than 18,000 stores in 62 countries. Fred Smith, FEDX, He continues to innovate and $45 BB in sales
  24. 24. "Invention requires a long-term willingness to be misunderstood," says Jeff Bezos. “Do something that you genuinely believe in, that you have conviction about, for a long period of time well-meaning people may criticize your effort, and when you receive criticism … it pays to say…are they right? And if they are you need to adapt what you're doing. If they're not right, …then you need to have the long term willingness to be misunderstood." Source : http://www.businessinsider.com
  25. 25. Let’s Breakdown Jeff’s Statement 1. Do something that you genuinely believe in 2. Well-meaning people may criticize your effort 3. When you receive criticism … it pays to say…are they right? 4. If they are you need to adapt 5. They're not, …then you need to have the long term willingness to be misunderstood.
  26. 26. Speaking in the voice of the customer or stakeholder is not parroting back what they are saying or telling them what they want to hear
  27. 27. To speak in the voice of the stakeholder is to understand what is important to them, to have empathy for their issues, and to speak to them in their terms. Build Trust!
  28. 28. What are Four of the most powerful words you can use? What do you think?
  29. 29. In the following slides We look at your project communication
  30. 30. This beautiful project you put together Months of work and dedication falling apart
  31. 31. WAIT How did this happen?
  32. 32. It's not that you're not smart…your smart It’s not that you didn’t work hard…you did You've got a bazillion things on your mind, working feverishly while thinking I don’t have time for these people that keep trying to take me away from my work...
  33. 33. If you don’t have time for your customers or stakeholders Your project is coming down like a house of cards…
  34. 34. Hero’s Are always waiting in the sidelines To save your project Take the credit And make you look like a …
  35. 35. Project hero’s are effective because they sit and wait! Vulturus : Latin for Highly Effective Communication Vulture Ready to take all the credit!
  36. 36. Don’t be a Victim to Project Hero’s You only have yourself to blame If you decide to let yourself be victimized
  37. 37. Communication Methods • Interactive Communication – Most efficient way to ensure a common understanding – E.g. meetings, phone calls, Instant message, smart watch, video conferencing • Push Communication – No traceability of understanding – E.g. letters, email, press release, faxes, voice mail, instagram, twitter, social media • Pull communication – For large volumes of information and large audiences – E.g. SharePoint, drop box, You cannot control all communications but should try to prevent miscommunication, and unclear directions.
  38. 38. • Actively managing the expectation of stakeholders. – Increase the likelihood of acceptance. – Influencing their desire to achieve & maintain goals. • Addressing concerns that have not become issues yet (anticipation). • Clarifying and resolving issues that have been identified. Managing Stakeholder Expectations
  39. 39. Be clear and concise …Don’t Assume anyone understands… Brevity with Senior Staff Managing Stakeholder Expectations
  40. 40. Unless Specifically Asked No Yes Methodology X History X Approach X Marketing X Facts X Qualification X Yourself X Building Personal Rapport X
  41. 41. C Suites are impress by the quality of the question Challenge conventional thinking Be Passionate about Curiosity
  42. 42. Communication Starts with YOU
  43. 43. BUT I’M RIGHT I’m standing on principal I will not yield Worked for Patrick Henry Not for most people Be flexible, willing to compromise, be pragmatic
  44. 44. My Perception of the world is… So this is the way; I expect things to happen
  45. 45. What voice do you communicate in? Integrity Mean what you say…life your values Be Patience Be positive to all around you Speak well Dispel Myths
  46. 46. Never Give Up Building a strong Foundation - Education - Experience Don’t just go through the motions Have staying power! And Give Back
  47. 47. Communication Starts with Inner Dialog YOU HAVE TOO YOU SHOULD JUST GET IT DONE
  48. 48. Dreadfully Done
  49. 49. Cultivating Curiosity Helps us align the contradictions Leads to meaningful work
  50. 50. Aligning the Contradiction Resolves Self Sabotaging Behavior Fear of Failure Inner Doubts Perfectionism Nurtures Compassion
  51. 51. Why Settle What do you think about most?
  52. 52. Perfection is the Enemy of Good
  53. 53. So much of your success is dependent on you Yes we’ve all heard it before Its not what you know…It’s who you know Right place…Right Time Money or Luck I am not here to tell you life is fair, it’s not but it’s what you do…with what you got don’t sit there and tell me you can’t if you do… you won’t last
  55. 55. Books to Read… • In Search of Excellence – By Tom Peters • The First 90 Days – By Michael D. Watkins • The 5th Discipline – By Peter Senge • The Future of Management – By Gary Hamel • Influencer – The power to change anything – By Kerry Patterson, Joseph Grenny, David Maxfield, Ron McMillan, Al Switzler • The Why of Work – How great leaders build abundant organizations that win – By David Ulrich, Wendy Ulrich, Marshall Goldsmith Books to Read… • The Tao of Psychology: Synchronicity and the Self: - By Jean Shinoda ... • Emotional Intelligence - By Daniel Goleman • Authentic Happienss - By Martin E. P. Seligman • Original Blessing – By Mathew Fox • A Gift of Positive Thinking – Gill Farrer-Hall

Notes de l'éditeur

  • Sometimes Good is Good EnoughSuccess is a processWithin the process there will be setbacks and they CANT be avoided
  • I leave you with this …Persistence… Persistence…Persistence