efficient pm & ba n effective communication dayz 2017 dragana milojevic.pdfintroducing senior...

EFFICIENT

PM & BA

NEED

EFFECTIVE

COMMUNICATION

Dragana Milojević, PMP, CSM, MScEE PMIDayz 2017

[email protected] Osijek, May 2017

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AGENDA

Effectiveness vs Efficiency

Communication Model, Process and Dimensions

Barriers to Communication

3 Vs for Effective Communication

Perceptives in Communication

Feedback, Active Listening & Assertiveness

Communication Mistakes & ’Killers’

RESULT Principle

7+ Cs Check-list

Dragana Milojevic Copyright © 2017 All rights reserved

INTRODUCING

Senior Consultant, PMP Trainer, CSM, OTA Practitioner, with 25+years of professional experience in ICT & PM areas, as MScEE

Provides consulting and corporate trainings in Project Management, Business and General Management, Leadership, Communication Skills and HR Management, in Serbia and abroad, engaged as an independent business consultant

Co-founder and a Vice President of IIBA Serbia Chapter (International Institute of Business Analysis)

Vice President of PMI Serbia Chapter

Certified Scrum Master (Scrum Alliance)

International WIFI Certified Trainer (LENA Lernmodell, 'Train the Trainer' Program)

Specialities: Organizational Transactional Analysis (OTA) and Transactional Analysis (TA), Nonviolent Communication (NVC) -Marshall Rosenberg

Email: [email protected]

LinkedIn: https://rs.linkedin.com/in/draganamilojevic

COMMUNICATION

Communication (from Latin commūnicāre,

meaning "to share") is the phenomenon of

conveying information and meaning through

non-verbal, verbal, or written media.

Complex 2-way process that can involve several

iterations before mutual understanding is

achieved

Communication is the art and process of creating

and sharing ideas. Effective communication

depends on the richness of those ideas.


COMMUNICATION & HUMAN BEHAVIOUR

People react to other people’s behaviour

A change in your behaviour can change their reaction

How people interact causes and effects

communication, and it is mediated by psychological

variables that cause behaviour such as emotions,

attitudes, beliefs, personality.

Communication - Connection, Bridge, Transaction

Words, symbols, pictures, graphics, voice, tone,

facial expressions, clothing and body language


UNDERSTANDING

In order to be understood you first need to

understand.

We are at the mercy of those who understand us

better than we understand them.

To understand others gives us an advantage.

The more we listen, the more persuasive we become.


AIKIDO

'Aikido' is a Japanese martial art that uses an

opponent's strength to increase your own

strength.

It is a way of going with, not against others.

You can use a form of intellectual aikido to deal

with others in communication.

Effective communication is skill for Life!


EFFICIENCY VS. EFFECTIVENESS

Effective (adj.): Adequate to accomplish a purpose;

producing the intended or expected result.

Efficient (adj.): Performing or functioning in the best

possible manner with the least waste of time and effort.

The word Effective focuses on whether or not something

is accomplished. It doesn’t focus on how something is

done, but rather, if it is done at all.

Efficient, on the other hand, focuses on how something is

done. Was it done with little waste or expense?


MANAGEMENT VS. LEADERSHIP

Being effective is about doing the right things.

Being efficient is about doing things right.

It is possible to be effective, but not efficient, or vice versa

Manager ("how" & "when“) vs Leader ("what" & "why“):

Whereas the manager exists to plan, organize and

coordinate, a leader serves to inspire and motivate.

Leadership is doing right things.

Management is doing things right.

- Peter Drucker


EFFECTIVE & EFFICIENT COMMUNICATION

MANAGERIAL LEADERSHIP SKILLS

Problem Solving

Decision Making

Overcoming resistance to change

Building trust

Conflict resolution

Active listening

Negotiation

Delegating

Public speaking

Motivation

Writing skills

Presentation skills


PM & BA ROLES

Both the PM and BA play leadership roles:

PM for leading the team and delivering the solution

BA for ensuring that the solution meets the

business need and aligns with business and project

objectives

And both roles, equally, are required for project

success.

Communications Management provides the critical

links among people, ideas and information that are

necessary for success.


PM & BA ROLES


COMMUNICATION SKILLS

Active and effective listening

Questioning, probing ideas and situations

Educating to increase team knowledge

Fact finding to identify or confirm information

Setting and managing expectations

Persuading persons and organization

Negotiating

Resolving conflicts

Problem Solving

Summarizing, recapping and identifying next steps


COMMUNICATION IS ALL


5WS & 1H (HOW)

Who needs to be communicated to.

What needs to be communicated.

When it should be communicated.

Where should it be communicated.

Why communication of information is essential

and to what level is important.

How the communication needs to be done.


TYPES OF COMMUNICATION


LET’S COUNT RISKS...

Clear and Complete information Acknowledgement and Response

Two way sharing of messages through various mediums

Expression, interaction, and influence


COMMUNICATION BLOCKERS &BARRIERS

Physical (noise, distance)

Perceptual (disability)

Psychological / Emotional (fear, guilt, worry, love, hate,

anger, stress)

Cultural (customs, habits)

Language (jargon, wrong used phrases, accent, abbreviations)

Gender

Education, Experience

Interpersonal (attitude, interest, respect, hostility,

provocation, distrust)

Expectations, Prejudices

Making negative statements, inappropriate comment,

bad joke (rag)


BARRIERS TO COMMUNICATION


PERCEPTIVES IN COMMUNICATION


PERCEPTIVES IN COMMUNICATION

VAK (Perceptual Preferences)

Visual Perception

Language

The same words can have very different meanings

depending on how we interpret them

Past experience

Prejudices and stereotypes

Feelings (the way you feel on a give day and how

you feel about specific person)

Environment (communication to friends, colleagues,

strangers, administration clerk, etc.)


PERCEPTUAL PREFERENCES (VAK)

Visual People

I see what you mean

Show me…

Watch how I do it

Auditory People

I hear what you are saying

Tell me…

Listen to me explain

Kinaesthetic People

I know how you feel

Let me try

You have a go


VISUAL PERCEPTION

Our individual perceptions

are the 'filter' through which

we communicate with others


VISUAL PERCEPTION


PAST EXPERIENCE


PREJUDICE & STEREOTYPES


EFFECTIVE COMMUNICATION

Communication Skills – tools for removing barriers

to effective communication

o Verbal

o Para-verbal

o Non-verbal

o Feedback (checking for understanding)

o Active Listening (asking for clarification)

o Assertiveness


VERBAL SIGNALS

o Words are important

o Silence

o Peter Drucker:

“The most important thing in communication

is hearing what isn’t said.”


PARA-VERBAL SIGNALS (ORAL)

Effective communicator is able to control emotions

when communicating


PARA-VERBAL SIGNALS (EMPHASIS)


PARA-VERBAL SIGNALS (WRITTEN)

The same words can have very different

meanings depending on how we interpret them

A woman without her man is nothing.

A woman. Without her, man is nothing.


NONVERBAL SIGNALS (BODY LANGUAGE)

It's not what you say, it's how you say it

that matters the most.

o Body language research shows that changing a

negative body position unlocks a negative

attitude and gives a better chance of getting a

positive outcome.


BODY LANGUAGE MATTERS

Before you open your mouth to say anything,

your body has already spoken volumes.

In fact, if you're not careful, before you say anything

your body language may already have sent out the

wrong message!

Be aware of congruency!

Words, tone and body language need to support each

other to produce congruent and consistent message.

A message impacted by emotions could produce

incongruent message where words don’t match non

verbal cues.


NONVERBAL SIGNALS (BODY LANGUAGE)

o Head, Blushing, Swallowing, Coughing

o Smile, Laugh

o Eye contact, Eyebrows

o Body, Breathing rate, Sweating, Fidgeting

o Hand gestures, Handshake

o Dressing

o Fragrances


EFFECTIVE COMMUNICATION

What is the shortest word in the English language

that contains the letters A B C D F ?

FEEDBACK


GIVING FEEDBACK


RECEIVING FEEDBACK

o Listen carefully without interrupting

o Listen to understand

o Avoid objections

o Ask questions to gain clarity and understanding

o Share your own views

o Jointly agree on ways to improve

o Express appreciation

o Discuss implementation of solution

o Thank for the feedback


ACTIVE LISTENING

If you want to be listened to...

... first learn to listen.

o Listening to what is ’’said’’ verbally and non-verbally

o Be aware of congruency: Do the words being said match the body language been expressed?

Empathy is having one foot in someone else's world, but not both.

o Empathy means understanding a person's feelings without actually agreeing with their point of view (or judging)


ACTIVE LISTENING

It is non-judgemental, facilitating

process which enables you to:

value people for themselves

encourage individual growth

recognize someone's right to autonomy

avoid stereotyping thinking, such as sexism,

racism, etc.


ACTIVE LISTENING


ASSERTIVENESS

Ability to express your thoughts and feelings in a

way that clearly states your needs and keeps the

lines of communication open with the other

Assertiveness often being mistaken for over-

confidence.

Assertiveness enable to communicate ideas and

enthusiasm in a confident, effective manner,

whilst still respecting someone else's view and

perspective


ASSERTIVENESS

Express your feelings and your rights clearly

Act in your own best interests but still consider

the needs and rights of others

Develop trust and equality in your relationships

Asking for what you want & saying “no” to what

you don’t want

Not negating, attacking or manipulating others

Respecting the dignity of other people

Taking responsibility for your own needs


ATTITUDES TO COMMUNICATIONS


COMMON COMMUNICATION MISTAKES

Not Preparing Thoroughly

Not Editing Your Work

Delivering Bad News by Email

Avoiding Difficult Conversations

Not Being Assertive

Reacting, Not Responding

Using a "One-Size-Fits-All" Approach

Not Keeping an Open Mind When Meeting New People

Assuming That Your Message has Been Understood

Accidentally Violating Others' Privacy


COMMUNICATION ’KILLERS’

Orders, Commands

Warning, Threats

Moralizing, ’’You should...’’

Advice, Offering Solutions, Giving Arguments

Judging, Criticizing

Labelling

Interpreting, Diagnosing, Analyzing

Praising, Agreeing

Questioning, Interrogation

Withdrawal


RESULT PRINCIPLE OF EFFECTIVE

COMMUNICATION


THE 7+ CS OF COMMUNICATION

A CHECKLIST FOR CLEAR COMMUNICATION

1) Clear.

2) Concise.

3) Concrete.

4) Correct.

5) Coherent.

6) Complete.

7) Courteous.

8) Creative.

9) Credible.


AT THE END

Words are important. Choose them carefully.

Body language matters.

Understand to be understood.

Listen with curiosity.

Speak with honesty.

Act with integrity.


Speak when you are angry –

and you'll make the best speech

you'll ever regret.

- Laurence Peters

Thank You!

Dragana Milojević, PMP, CSM, MScEE

[email protected]

Take advantage of every opportunity

to practice your communication skills

so that when important occasions arise,

you will have the gift, the style,

the sharpness, the clarity, and

the emotions to affect other people.

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