,Managers Communication Toolkit,Understand how communication plays a key role in your effectiveness as a leader and in delivering business results Learn about the communications model and how to apply it within your work team or department Create an environment that fosters open and honest communication Develop measurable communication action plans that address both business and employee needs,Purpose of WorkshopConnecting employees to the business vision,Service Profit Chain,Employee Satisfaction,Employee Loyalty,Employee Productivity,Customer Satisfaction/ Customer Loyalty,Revenue Growth,Profitability,Our People,Our Customers,Our Business,Communication as a LinkNeed to better understandwhat our employees sayand what they do,Employees are the critical link between customers and our business,Black Belt, Master Black Belt Corporate Audit Staff Multi-Business Experience/Exposure Unique, Stretch Assignments Financial Acumen Global Experience/Cultural Breadth Functional Depth,Outstanding Communication Skills Ability to Attract/Keep/Develop Great Talent Passionate Approach Crisis Leadership Continuous Learner Seeks Feedback . And Acts on It,Leadership DevelopmentCapability and Contributions Listening, Learning, Teaching,Several Career/Experience Enhancers,Several Leadership Enhancers,What is Communication?,Defining CommunicationLeaders must view communication as employees do,Communication:,What is Communication?Communication has two core processes:“Sending” and “Listening”,Communication is a process that turns information into understanding,Sender,Receiver,Message,Feedback,Checking for UnderstandingHow to check/listen for understanding,Ask direct open ended questions Request an action plan or list of priorities Solicit feedback on the initiative/project/request,GE,Business CEO,Senior Leadership Team,Managers,Associates,M,M,M,M,A,A,A,A,A,A,A,We must take responsibility to ensure that our messages are delivered consistently and meaningfully,Communication As Is,High Say/High DoOpen, honest and direct communication,Managers RoleManagers have the key role in communication,Most of what employees want to know is how key messages and marketplace issues affect their jobs,Company messages,10%,Business-specific messages,20%,How key messages and market place issues affect my job,70%,Managers Role,Source of Information,Employees dont want MORE communication. . . they want understanding of how key messages relate to their jobs,Job responsibilities,1,What is my job?,How amI doing?,Feedback, performance review, coaching,2,Howsmy unitdoing?,Measurements,regular updatesfrom manager,4,Where arewe headed?,Vision, mission, strategy,5,Commitment,6,How canI help?,Listening, recognition,3,Doesanyonecare?,Source: Roger DAprix,Marketplace-based,Basic knowledge needs as employees describe them:,GEs Communication ModelEmployee commitment is earned only after basic needs are met,Help team members understand their responsibilities and talk about expectations Set agreed upon priorities and deadlines Where possible, involve team members in planning, decision-making and implementing changes Link team members job responsibilities to business strategy and priorities,Managers RoleEmployee commitment is earned only after basic needs are met,What is my job?,Job Responsibilities,Source: Roger DAprix,How amI doing?,Managers RoleEmployee commitment is earned only after basic needs are met,Performance feedback,Provide feedback (positive and developmental) on performance Tell employees what they are doing right as well as wrong Discuss mutual actions for performance improvement Make feedback a frequent and timely activity Learn how to listen effectively and how to coach people so they can improve their performance,Source: Roger DAprix,Source: Roger DAprix,Doesanyonecare?,Individual needs,Take time to listen and talk honestly with employees; value and respect them Walk the floor Hold staff meetings in which people have the opportunity to express their ideas and concerns Solicit feedback about your own leadership style Recognize and act on peoples ideas Practice common day-to-day courtesies and civilities,Managers RoleEmployee commitment is earned only after basic needs are met,Howsmy unitdoing?,Work unit objectives, results,Share general business information on a timely basis Discuss team goals and how they match overall business objectives Recognize team accomplishments Discuss the need for team performance improvement Find opportunities to assemble the team for dialogue and celebration,Source: Roger DAprix,Managers RoleEmployee commitment is earned only after basic needs are met,Where arewe headed?,Vision/Mission and Values,Gain a personal appreciation and knowledge of the business vision, mission and strategic direction Internalize the companys value system and behave accordingly Show personal conviction and commitment to the vision, mission, strategy Relate work group e