communications

ISE 297, Session 6 New Product Development © 2000 OLC

1P04.0900

Communications


2P04.0900

Engineering ManagementCommunications Tools I

• The communications highway

• Listening structure

• Conversations for possibilities and conversations for results


3P04.0900

The Communications Highway

Actions

Appearance

Sounds

Words

Authority

Reputation

Attitude

FearsInertia

ExperiencePrejudiceEmotions

NeedsDesiresInterest

KnowledgeMotivation

EyesEarsTasteTouchSmell

Noise

Light

Distractions

Temperature

Movement

Distance

Environmental barriers

Sender Language Receiver

MessageVoice

Body

MEMORY

Message


4P04.0900

Listening Structure

• Listening structure can be understood as the set of unique personal filters which influence the way we interpret communications

• A person’s listening structure conditions all the communications they receive

• A conscious awareness of your own listening structure and that of others is central to effective communication

• Knowledge of your own listening structure and appropriate sharing of its attributes with close associates can beneficially influence the effectiveness of communications

• An awareness of listening structure is fundamental to effective conversation design


5P04.0900

Listening Structure (continued)

Components of listening structure:

– Commitment

what we have dedicated our life to

– Mood

A generalized emotion resulting from a judgement we make - always to protect our self esteem. It has behavior associated with it that is consistent with the judgment. It opens or closes us to possibilities.

– Concerns

our immediate worries or breakdowns

– Possibilities

how we see our future opening

– Personal/cultural history


6P04.0900

Conversations for Possibilities andConversations for Results

Conversations for Possibilities

– need to be clear on a general direction of the conversation

– are innovative without a pressure for agreement or outcome

– involve exchange of information, views, feelings, beliefs

– need to have a clear ending, either by closing, committing to continue later, or by moving consciously to a conversation for results

Conversations for Results

– the objective is to achieve an outcome and a promise or commitment from one or more of the parties


7P04.0900

Engineering ManagementCommunications Tools II

• Promise/request elements

• Conversation for results components

• Conversation design

• Breakdown anatomy


8P04.0900

Promise/Request Elements

• Speaker

• Hearer

• Criteria for fulfillment

• Performance

• Object/condition not present

• Shared background

• Time

• Competence

• Sincerity


9P04.0900

Components of Conversation for Results

Question Negotiate Refuse Promise to respond

Rescind (Request)

Withdraw (Request)

Request

Accept

Fulfillment

Acknowledgment


10P04.0900

Conversation DesignPreparation

1. Clarify purpose2. What way of being/mood is consistent with purpose?3. What else is tugging at you? Put aside ‘right now’ concerns4. What are potential breakdowns in this conversation?5. What concerns is the other person likely to have?

During Conversation1. Listen for their mood/openness - all the way through2. Introduce purpose3. Stay on track - no excuses, explanations, justifications

Summary1. Say explicitly what outcome was - get agreement about it2. Review what actions each participant will take/say who’s

accountable3. Plan follow-up4. Thank/acknowledge


11P04.0900

Anatomy of a Breakdown

Elements of a breakdown– Previous commitment– Psychological assessment– Network of support– Tools– New possibility

Questions to ask yourself in breakdown– What’s missing?– What can be done now?

Psychological Assessment

Network of support Tools

Time

Moment of breakdown

New possibilityPrevious commitment

Request

communications

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