what did you say? internal and external communications

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Internal & External Communications April 3, 2012 What Did You Say? Jeff Stangle Christine J. Erna

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Effective communication is vital to an organization's success. Communication comes in many forms, i.e., electronic, hard-copy and of course, the spoken word. This presentation from the 2012 National Postal Forum in Orlando Florida provides the do's, don'ts and best practices for communicating efficiently and effectively.

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Page 1: What Did You Say?  Internal and External Communications

Internal & External Communications

April 3, 2012

What Did You Say?

Jeff StangleChristine J. Erna

Page 2: What Did You Say?  Internal and External Communications

The Cost of Poor Communications

Who Is Our Customer?

Crafting a Successful Message

Best Practices for Communicating

Spoken WordPower PointElectronic/E-mail

I l C i i

AGENDA

Page 3: What Did You Say?  Internal and External Communications

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The Cost of Poor Communication

The Staggering Impact:

• $37 billion: total estimated cost of employee misunderstanding

– 400 surveyed corporations in the U.S. and U.K.

– Average cost per company is $62.4 million per year

• $26,041: cumulative cost per worker per year due to productivity losses from communications barriers.

Conversely:

• Companies that have leaders who are highly effective communicators had 47% higher total returns to shareholders

• Best Buy found that higher employee engagement scores led to better store performance.

– The company found that for every percentage point it boosted employee engagement, individual stores saw a $100,000 increase in operating income annually.

Source: David Grossman, founder and CEO of The Grossman Group

author of You Can’t Not Communicate and the follow-up, You Can’t Not Communicate

Page 4: What Did You Say?  Internal and External Communications

WHO IS YOUR CUSTOMER?

Someone who pays for goods or services

Internal person who sponsors my project

Anyone who needs my product, service, or expertise

Page 5: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Tips for Effective Communication

Start with a Solid Foundation

Have a Method or a System

Do More Listening Than Talking

Don’t Be Afraid to Ask Questions

Be Patient with Your Explanations

Explain Your Reasons and Thought Processes

Give Advice When Needed

Avoid Jargon

Avoid Assumptions

Use Examples When Possible

Make Your Communication Count

Put it in Writing

Keep it Professional

Page 6: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Crafting a Successful Message6 Steps to form your message:

Get the Person’s Attention

Define the Problem

Establish the Sense of Urgency

Provide Direction

Establish Credibility

Define the Expected Outcome

Choice of Medium affected by:

Need for record

Direction of the information flow

Number of people to be reached

Confidentiality

Nature of the information – length, complexity, speed of transfer

Cost of the medium

Page 7: What Did You Say?  Internal and External Communications

National Postal Forum 2012

The Elevator Pitch

A short summary used to quickly and simply define a product, service, or organization and its value proposition.

It should be possible to deliver the summary in the time span of an elevator ride, or approximately thirty seconds to two minutes.

Situation – The CEO of your company gets on the elevator, and you have 30 seconds of uninterrupted time to explain a new idea What do you say? How do you get the message across in 30 seconds?

The Spoken Word - Best Practices

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Page 8: What Did You Say?  Internal and External Communications

National Postal Forum 2012

The Perfect Elevator Pitch

“Pop Quiz Hot Shot! There’s a bomb on a bus” – Attention grabber

“Once the Bus goes 50MPH, the bomb is armed, if it drops below 50, it blows up. What do you do?” – Define the Problem / Sense of Urgency

“Place $3.7MM in unmarked dollars in a trash can” – Provide Direction

Used to be on the bomb squad - Credibility

The Spoken Word - Best Practices

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Page 9: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Non-Verbal Communications

Page 10: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Communicating in Power Point - Best Practices Preparing your presentation

– Communicating your message effectively

Preparing good quality slides– Pitfalls– Hints and tips to maximize usefulness

Presenting your talk

Avoid jargon or acronyms

Page 11: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Communicating in Power Point - Best Practices Write your conclusion / summary slide first

Keep to about 5 key points

Develop an overall theme/story

Stick to time limit: approx. 1 slide per available minute

Get to the point (e.g. show data within 5 minutes)

Page 12: What Did You Say?  Internal and External Communications

National Postal Forum 2012

How to construct a Power Point – Best Practices

Return Mail is costing

our company money

- $3 per piece in Operating cost- $100 in receivables on unpaid invoices- Lost opportunities on marketing campaigns

We can reduce return mail by doing the following…

The impact this will have on the organization is…

- Reduce operating cost- Reduce postage- Get invoices paid

- Get critical informationon each mail piece- Improve workflow- Employ “proven”technology

Page 13: What Did You Say?  Internal and External Communications

National Postal Forum 2012

How to construct a Power Point – Your Turn

Page 14: What Did You Say?  Internal and External Communications

National Postal Forum 2012

E-Mail Messaging - Best Practices

When You're the Sender

1. Make sure that email is the right communication tool for the job.

2. Get to the point right away.

3. When asking a question, be sure to ask the question.

4. Specify who should respond.

5. Be clear about when you need a response.

6. Provide context to frame your message.

7. Don't forget the rules of grammar and punctuation.

8. One message, one topic.

9. Provide a summary when you forward an "FYI" email.

10. Subject Line

Page 15: What Did You Say?  Internal and External Communications

National Postal Forum 2012

E-Mail Messaging - Best Practices

When You're the Recipient

1. Don't make any assumptions about the sender's emotional state.

2. Don't escalate a conflict by sending an emotionally charged response.

3. Ask for clarification.

4. Use your email software's built-in tools to help organize messages.

5. Remember: You don't have to respond to every message right away.

Page 16: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Internal Communications - Best Practices

What kind of information am I communicating Technical Operational Confidential

Detailed process documents are needed to convey the specifics

Process Maps clearly show flow and ownership potential gaps and opportunities

Page 17: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Sample High Level Process Map

Be sure to show enough details. Who does the presort – IT or Production?

Page 18: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Communicating Operational Information -Performance Numbers and stats convey the facts – not the interpretation.

Page 19: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Dashboards Interpret and present the data a Multiple Levels

Executive Leadership

Mail Council / Postal Strategy Team

Program Owners

Process Owners

Operation Owners

High Priority MediumPriority Low Priority

Process Production

BU/Department Pro

cess

Map

s

Cen

tral

Rep

ortin

g (V

isib

ility)

Fun

ding

Dis

aste

r Rec

over

y

Des

ign

Sta

ndar

ds

Dat

a Q

uality

Prin

t/Pro

duct

ion

Pre

sort

/Del

iver

y

Tra

ck &

Tra

ce

Rep

ly&

Ret

urn

General Mail HQ DistributionGeneral Mail Financial ServicesGeneral Mail Human ResourcesGeneral Mail Regional & district officeGeneral Mail Service CentersStatements PayrollStatements Banking OperationsStatements ServicesPromotional Print ServicesPromotional Media

Scorecard TBDCorporation 76

OVERALL RESULTS:BU/Department

General Mail HQ Distribution 10General Mail Financial Services 14General Mail Human Resources 16General Mail Regional & district office 10General Mail Service Centers 4Statements Payroll 5Statements Banking Operations 2Statements Services 13Promotional Print Services 1Promotional Media 1

Improvement Best Practice8 99 287

Area of Concern

0 24 130 17 160 6 250 23 140 3 400 7 352 1 420 12 22

3 403 3 403

Processing Daily Worst Est.Entire DB CASS NCOA Delete EWS CASS DPV PBV

2009 Jan 20 1 2 0.21% 0.00420% 98.3% 97.6%2009 Feb 17 2 2 0.24% 0.00430% 98.3% 97.6%2009 Mar 20 0 2 0.18% 0.00365% 98.3% 97.7%2009 Apr 20 0 0 0.18% 0.00326% 97.9% 97.3%2009 May 20 0 0 0.16% 0.00386% 98.3% 97.7%2009 Jun 20 1 1 0.17% 0.00464% 98.3% 97.7%2009 July 18 1 2 0.22% 0.00402% 98.3% 97.7%2009 Aug 19 2 1 0.16% 0.00023% 98.3% 97.7% 0.9878032009 Sep 20 0 1 0.19% 0.00029% 98.3% 95.5% 0.9865032009 Oct 20 0 2 0.24% 0.00021% 98.3% 97.7% 0.9865862009 Nov 20 0 2 0.20% 0.00023% 98.3% 97.7% 0.9870862009 Dec 20 0 2 0.20% 0.00021% 98.3% 97.7% 0.9870362010 Jan 20 0 2 0.17% 0.00022% 98.3% 97.7% 0.9869712010 Feb 20 0 2 0.18% 0.00020% 98.3% 97.7% 0.9869032010 Mar 20 0 2 0.15% 0.00022% 98.3% 97.8% 0.9871132010 Apr 20 0 1 0.18% 0.00019% 98.4% 97.8% 0.987242010 May 20 0 1 0.16% 0.00019% 98.4% 97.8% 0.9875232010 Jun 20 0 0 0.14% 0.00017% 98.4% 97.8% 0.9873282010 Jul 19 0 2 0.16% 0.00022% 98.4% 97.8% 0.9870722010 Aug 20 0 0 0.21% 0.00027% 98.4% 97.8% 0.9812492010 Sep 20 0 0 0.14% 0.00027% 98.4% 97.8% 0.9872012010 Oct 20 0 2 0.20% 0.00014% 98.4% 97.8% 0.9873622010 Nov 20 0 2 0.17% 0.00016% 98.4% 97.8% 0.9871772010 Dec 20 1 1 0.04% 0.00015% 98.4% 97.8% 0.987054

Data Used CASSNCOALink License / Move Update

CASS & DPV

94.0%

95.0%

96.0%

97.0%

98.0%

99.0%

100.0%

Jan

Feb

Mar

Apr

May Jun

July

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec

Jan 2009 - Dec 2010

%

CASS Coded

DPV Confirmed

Page 20: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Crafting a Successful Message

Vital when pitching a new idea Simple: make sure you know what the message is you

want to convey, and what is filler. Remove the filler. Unusual: get attention with information that is unusual,

unknown, or unexpected (shock value) Confirm and convey credible facts Concentrate on only concrete ideas and details (no

abstractions) Evoking emotional connections (when possible) Share a story / example Show the value of a successful outcome

Page 21: What Did You Say?  Internal and External Communications

National Postal Forum 2012 21

Questions?Thoughts?Comments?

Page 22: What Did You Say?  Internal and External Communications

National Postal Forum 2012

Jeff Stangle is the Director of Solutions Development for Pitney Bowes Management Services. In his role, Jeff manages the Pitney Bowes Center for Applied Knowledge. The Center for Applied Knowledge is a network that combines knowledge of postal rates, legislation, and technology with Six Sigma process improvement strategies in order to help mailers analyze and improve their end-to-end mailing processes. Jeff is a Six Sigma Black Belt. He has designed and implemented mailing process improvements in the following areas: Data Entry, Address Quality & Return Mail, Database Management, Mail Piece Design, Presort Optimization, Intelligent Mail Barcode Analysis, Regulatory Compliance, Invoice Cash Flow Optimization, and Mail Piece Tracking Analytics. Jeff holds two patents for his work on Address Quality Processes.Jeff has been involved in many postal initiatives and workgroups. He has lead workgroups for the Mailers’ Technical Advisory Committee and actively participates with customers to influence changing postal regulations and technology. He is a recognized speaker at PCC, MSMA, NPF, and MAILCOM, delivering presentations that go beyond sharing industry knowledge. Jeff’s presentations focus on how to apply knowledge in order to generate results.

Jeff StangleDirector of Solutions, Enterprise Postal Consulting

CMDSM, MQC, Six Sigma Black BeltPitney Bowes Management Services

(704)461-8072 - Office(860)459-6332 - Cell

Bow to others in respect, but do not lose sight of the horizon.www.pb.com | www.pbmanagementservices.com

Every connection is a new opportunity™

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National Postal Forum 2012

An executive with years’ of experience in direct mail with proven abilities in leadership, consulting, selling, education, and training in direct mail marketing, mail-piece design, letter-shop and fulfillment operations, and postal operations. Track record with USPS (18 years) includes key leadership roles, executive management and technical positions. A sought-after postal requirement consultant, and an accomplished, well-known public speaker and presenter at industry events, Christine presents educational seminars to clients, prospects and partners on a wide range of topics within the direct mail arena. She has been a guest speaker and presented educational seminars within the Direct Marketing industry at various events, conferences and tradeshows including Boston Print Buyers, New England Direct Marketing Association, PINE Printing Industries of New England, MAILCOM, DMIA National Conference and the National Postal Forum.

Christine J. Erna MDP, AQSEngagement Manager Enterprise Postal ConsultingPitney Bowes Management Services603.974.1169978.201.0791203.617.6847 E:[email protected] | www.pbmanagementservices.com

Every connection is a new opportunity™

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THANK YOU.