address grievancec jalasayanan communication best practices: from grievance to gratitude presented...

Address Grievance C Jalasayanan

Communication

Best Practices: From Grievance to Gratitude

Presented by

C [email protected]

(040)2771 0096


Grievance

• Grievance– It is an allegation that something imposes an

illegal obligation or denies some legal right or causes injustice

– A complaint about a (real or imaginary) wrong that causes resentment and is grounds for action


Address Grievance

• Which do you think is the best tool to address Grievance of your employees?

1. Your Mind

2. Effective Communication

3. (blah)

4. (blah)

5. Your Position in the company


Why Communication?Have you ever felt• You didn’t understand your

– Customers/Employees/Boss/Peers/Suppliers– Spouse/Relatives/Children/Friends

• You weren’t understood• You didn’t ask the right question• You didn’t ask it in the right way• You let emotions rule rather than logic• You didn’t communicate confidence, calmness, or the most

effective energy• You had less resource to answer JIT (Just In Time)• You didn’t come to closure quickly enough or at all• A lot of time was wasted in meetings and conversations


Why Communication?

Have you ever• Repeatedly had meetings but didn’t seem to

come to a clear understanding• Had a strained employee – employer

relationship because of misunderstanding• Communicated the right words but did not get

the point across• Ended a meeting or conversation on a

discordant note


Ever thought why this is so?

• Communication includes– Speaking– Listening– Understanding– Making others understand– Establishing a Course of Action


What is Communication? Communication is Perceived as

55% Physiology 38% Tonality 7% Words

Information received and stored in neural networks as Visual, Auditory, Kinesthetic Olfactory, Gustatory

Communication Settings One on One One to Many Formal and Informal Face to Face Telephone Email

Asking Questions Presenting Information


Where/When Communication?

• Planning

• Process Engineering/Reengineering

• Projects: Requirements to Delivery

• Training

• Personal Consulting

• Industrial Relation

• Appraisal


Know People before communicating

• Why you are able to communicate better to your friends and family members?– You know them better– They know you better

No matter what you speak, they seem to understand what you are saying



• If this is so– Why you have not tried this with your employees

so far?• Laziness

– I suppose you are not

• Others job attitude– If not HR then Whose job this is?

• ‘Why Should I’ Attitude– Find someone else all by yourself– Suggest that your boss should do this all by himself

• Never thought of this– Act now !



• If this is so– What stopped you from knowing your

employees• Time

– Did you ever had adequate time

• Volume – More the number - more should know well thoroughly– May be - You require some rapid tools

• Company Policy– Company Policy !? – YOU Change it right now



• If this is so– What stopped you to fell short of being

well known friend• Time

– Same old answer for this

• Over Burdened– Good, You are working in 21st Century heading

towards 22nd. Number grows always with burden


Sources for Best Practices• In the joining Kit use the following rapid

tools – (In any combination you feel better)– Neuro-Linguistic Programming (NLP)

– Myers Briggs Type Indicator (MBTI)

– Technology of Participation

– Disney Model

– Kano Model

– Gender Research – Deborah Tannen


Now is that you know your employees better (somewhat)

Then What?


Formula for Success

• Build Rapport• Project the Right Energy• Sequence Questions Properly• Ask Generic and Expert Questions Considering

– Context– Hierarchy– Languages (of Expertise)– Personality Types

• Present Proposals Considering– Control and Influence– Audience’s Success Criteria


Building Rapport• WHY

– Establish Trust– Establish Understanding– Lead Individuals or Groups

• HOW– Match Voice Speed– Match Verbal Predicates– Match or Mirror Physicality and Energy– Match Brain Processing Speed– Ask Questions that Match Other’s Internal

Experience


Building Rapport Access CuesVisual Constructed Visual

Remembered

Auditory AuditoryConstructed Remembered

Feelings Internal Dialogue

Other CuesAuditory• Touching Face• Touching Lips• Touching/Rubbing FingertipsVisual• Visually Defocused


Building RapportQuestions and Access Cues

• Visual– How does that look to you?– Do you see what I mean?

• Auditory– Does that sound good to you?

• Internal Dialogue – What do you say to yourself about that?

• Feelings– How would you feel about that?


Building Rapport Processing Speeds

Fast Visual

▲

│

│ Auditory

│

▼

Slow Kinesthetic


Projecting the Right Energy

• Confidence

• Calmness

• Energy

• Professionalism

• Playfulness


Personality TypesFacilitating Communication

• Introverts– Best Information is

Hidden

• Sensors– Observe the Obvious

• Thinkers– Make Decisions Based on

Logic

• Judgers– Like Structure, Closure

• Extroverts– Show Their Best

• Intuitors– Make Connections

• Feelers– Make Decisions Based on

Values

• Perceivers– Like Freeform, Open to

Possibilities


Personality TypesFacilitating Communication

• Introversion/Extroversion– Draw out the Introverts– Curb the Extroverts

• Sensing/Intuiting– Sensors first – Observe the Obvious– Intuitors second – Make Connections

• Judging/Perceiving– Perceivers first – Process Possibilities– Judgers second – Organize, Come to Closure

• Thinking/Feeling– Balance Logic and Values


HierarchyLanguage and Requirements

• Executive– Language: Rupees, Paise, Money, $– Requirements: Cost, Time Frame, ROI

• Management– Language: $$$ and Things– Requirements: Summary Reports

• Users– Language: Things– Requirements: Ease of Use, Everyday Needs/Wants


Communication Best Practices: From Grievances to Gratitude

• Requirements Gathering• Prioritization• Feasibility Analysis• Problem Solving• Initial Plan and Feasibility Presentation• Task Definition/Schedule Development• Project Plan Presentation• Project Partnerships• Communicating Progress• Acceptance Testing• Delivery


Requirements Gathering

• Roles– Customer, Supplier, Facilitator, Scribe

• Hierarchy– Executive, Manager, Users

• Language– Business and Technical

• Personality Types• Process

– Generic Questions• Intent, Evidence, Context

– Expert Questions


Communication Best Practices: From Grievance to Gratitude

• Requirements Gathering• Prioritization• Feasibility Analysis• Problem Solving• Initial Plan and Feasibility Presentation• Task Definition/Schedule Development• Project Plan Presentation• Project Partnerships• Communicating Progress• Acceptance Testing• Delivery


Problem Solving

• Roles– Supplier, Facilitator, Scribe

• Hierarchy– Developers

• Language– Technical

• Personality Types• Process – Disney Model

– Define the Problem– Generic and Expert Questions

• Dreamer, Realist, Critic

address grievancec jalasayanan communication best practices: from grievance to gratitude presented...

Documents

information slide

defocused slide

burden slide

internal experience

course of action slide

effective communication

employees time

right words