Technical Communications for the Practicing Professional

Dick Hayter

Overview

• Importance of Communication

• Communication Experiences

• Tips for better Communication

• ASHRAE Communications

“ . . . engineers need communication skills not only for the company’s sake but also for the benefit of their own careers.” Richard Anderson VP & Chief Technical Officer, Retired Grumman Aircraft

“Soft skills make the difference between stagnation and growth in an engineering career.”

Richard Anderson

“The candidate who has everything but communication skills could get passed over.”

National Association of Colleges and Employers

“To be successful in the future, engineers must hone their communications and interpersonal skills.” Jack Hinton NSPE Past President

“I’ve seen a lot of guys who are smarter than I am . . .And yet I’ve lost them in the smoke. Why? Because I’m tough? No . . .You’ve got to know how to talk to them, plain and simple.” Lee Iacocca

“Most of the fundamental ideas of science are essentially simple, and may, as a rule, be expressed in a language comprehensible to everyone.”

--Albert Einstein

Examples of Challenges to Conveying Technical Ideas

• Public Press

• Elected Officials

Communicating with the Media

• Being an expert and conveying an idea are not the same.

• Weigh pros & cons of giving an interview but lean toward accepting the invitation.

• Prepare a short list of “must airs.” Then bridge if necessary.

• Remember, it’s your interview. Stay in control. Make it YOUR story.

Communicating with the Media - Continued

• Be succinct. Think in sound bites.• Ask reporter to explain what you just said.• Avoid acronyms.• Avoid technical terms when you can.

Explain when you can’t.• Offer to be available if additional

information is needed.• Conclude by repeating your “must airs.”

Communicating with the Media “Don’ts”

• Don’t claim to speak on behalf of ASHRAE.*

• Don’t “speak off the record.”• Don’t say “no comment.” Offer to get

back if you don’t have an answer.• Don’t fight anyone who buys ink by the

barrel• Don’t ever lie!

Communicating with the Media

Communicating with the Media

“Keep everything as simple as possible, but not simpler.”

--Albert Einstein

Elected Officials

• Engineering profession has extraordinary credibility. Use it but don’t abuse it.

• Public policy makers generally want to do what’s right.

• Be succinct

• Speak to more than one elected official.

• Staff are important.

Elected Officials - Continued

• Follow all verbal communication with written summary.

• If testifying, distribute written comments.

• Read written testimony verbatim. Practice.

• Believe in the public process.

• You represent yourself or company but not ASHRAE.

Communication Skills

• Sending Skills– Writing

– Speaking

• Receiving Skills– Reading

– Listening

“. . . mastering the art of persuasion can take communication skills to its highest level.”

Danielle Boykin “Engineering Times”

Sending Skill - Speaking

S = Structure

P = Purpose (Personal)

E = Enthusiasm

A = Audience

K = Knowledge

Wisdom

“Wisdom is knowing when to speak your mind and when to mind your speech.” Evangel

Sending Skill - Speaking

“If you use a third derivative in your speech, first make sure your audience is drunk!”

Source Unknown

Receiving Skills - Listening

“. . . a large part of communication skills, which people forget, is listening.”

John Chambers Cisco

Receiving Skills - Listening

“ Active listening is more than hearing. Listening is a learned behavior that attaches meaning to sound. It is the hardest role in the communication process.”

Prof. Holly Deforest Park College

Receiving Skills - Listening

“ God gave us two ears and one mouth. It is wise to use them in that proportion.”

R. Hermstad

September ‘99

Active Listening• Clarify – Get more info. Ask Questions.

• Restate – Say in your own words what you heard, including feelings.

• Encourage – Use neutral or nonthreatening words to help the person to expand on their message.

“Steps to Resolving A Conflict”

KSU Nonviolence Program

Receiving Skills - Listening

L = Learn

I = Interest

S = Supportive

T = Think

E = Evaluate*

N = Need

Receiving Skills - Listening

*“When you look at people, observe their abilities, not their disabilities.”

Christopher Reeves

Receiving Skills - Listening

“ A closed mouth gathers no foot.”

Source Unknown

Chapter Technology Transfer Committee

From CTTC Manual • Coordinate dissemination of technical

information

• Maintain liaison with local & state government advisory bodies

• Inform chapter on HVAC&R public issues

ASHRAE Public Relations Guide for

Chapters

ASHRAE JournalMarch 2004

Acronymania- The excessive use of acronyms resulting in a total breakdown in communications and total disinterest by the listener in whatever it is you’re trying to say.

Acronym Finder

www.acronymfinder.com/

(335,000 acronyms & abbreviations)

ASHRAE’s Acronyms & Abbreviations

“Vision without action is merely a dream and action without vision just passes the time, but vision with action can change the world.”

Joel Barker

Thanks for listening!