某咨询有效沟通communicationbasics

Click here to type page title,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,communicationbasics,*,bc,Copyright 1998 Bain & Company, Inc.,Communication Basics,Author: Kim Soskin,Contributors: Susan Caraviello Pete Samson,John Clarke,bc,Communication Basics,March 1998,Copyright 1998 Bain & Company, Inc.,1,communicationbasics,Objectives of communication,Planningyour message,Developing yourmessage,Delivering yourmessage:speaking,Delivering yourmessage:writing,Keytakeaways,Additional resources,Agenda,2,communicationbasics,Objectives of communication,Planningyour message,Developing your message,Delivering your message:speaking,Delivering your message:writing,Key takeaways,Additional resources,Agenda,3,communicationbasics,Confirm workis onrightpath,Resolve openissues,Act ona recommendation,Closea deal,In general,the objective of communicationis toenable yourtarget audience to understandwhatyou intend.Specifically, mostbusiness communicationseeksto excite the target audienceto action.,Source: BainPresentation Skills Workshop,Effective BusinessMessages (1of 2),4,communicationbasics,Precision, succinctness,and comprehensiveness,Honesty, accuracy,and logical,Timeliness and relevance,Conviction,Business messagesshareseveral criteria for success.,Source: BainPresentation Skills Workshop,Effective BusinessMessages (2of 2),5,communicationbasics,Senderdeterminesintended objectiveand message,Sendertransmits messagethrough speakingor writing,Listener receivesmessage,takesin information,interprets it,creates meaning,If theinterpretation matchesintention, communicationis successful,Communication is successful when themessage isreceived asit wasintended.,Source: Tannen, Deborah,“,“ThePowerof Talk: WhoGetsHeardand Why”, HarvardBusiness Review, September-October,1995,How CommunicationHappens,6,communicationbasics,Objectives of communication,Planning your message,Developing your message,Delivering your message:speaking,Delivering your message:writing,Key takeaways,Additional resources,Agenda,7,communicationbasics,Clarityreinforcesthelogicofyourargument,istheinformationaccurateandpertinent?,istheargumentlogical?,doesitexcitetoaction?,Connectionbuildsyourrelationshipwithyouraudience,isyourmessagerelevanttoyouraudience?,doesyourinteractionstrengthenyourrelationshipwithyouraudience?,Asyoudevelopyourbusinessmessage,focusonclarityandconnectiontoenableyouraudiencetobetterunderstand,accept,andactonwhatyoucommunicate.,Source:BainPresentationSkillsWorkshop,ClarityandConnection,8,communicationbasics,Source:BainPresentationSkillsWorkshop,Creating a Message,There are three stepsto creating amessage. Clarity andconnection play a part in each step.,Clarity,Connection,1. Plan,Determine yourobjective,Targetdesiredoutcome,Isolatekey message,Identify issues to address,Audience communication needs,Impactof message onaudience,Your own commitment to message,2. Develop,Structure message,Tell the story,Get feedback,Revise,Tailorto audience,3. Deliver,Monitoraudience response,Check in,Step,Use appropriate mediaand expression,9,communicationbasics,Clarityin Planning:Determine Your Objective,Objectives capture your intention for thecommunication.They range from desired passive toactiveresponses from the audience.,Intention,Objective,Increase awareness ofsituation specifics,Inform,Createawareness thata problem exists,Draw attention,Achieveagreement that action should be taken,Convince,Urge taking aspecific action,Exciteto action,PassiveResponse,ActiveResponse,Source:Bain Presentation: “MakingExcellent Presentations”,10,communicationbasics,Clarityin Planning:TargetYour DesiredOutcome,The desired outcome is the change in perception or the action you wantthe audienceto takein response to yourmessage.,Source:Bain Presentation: “MakingExcellent Presentations”,Intention,Objective,DesiredOutcome,Increase awareness ofsituation specifics,Inform,Audience acknowledgesthe nature ofthe situation,Createawareness thata problem exists,Draw attention,Audience agrees thereis a problem,Achieveagreement that action should be taken,Convince,Audience agrees to consideroptionsto current activity,Urge taking aspecific action,Exciteto action,Audience implements recommendation,11,communicationbasics,Clarityin Planning:Isolate the Key Message,Isolatethe key message based on your objective and thedesiredoutcome.,Source:Bain Presentation: “MakingExcellent Presentations”,Intention,Objective,DesiredOutcome,MessageExample,Increase awareness ofsituation specifics,Inform,Audience acknowledgesnatureof situation,ProductX is losing share,Createawareness thata problem exists,Draw attention,Audience agrees thereis a problem,Share loss will have,significant impact on,earnings,Achieveagreement that action should be taken,Convince,Audience agrees to consideroptionsto current activity,Marketing of ProductX is,ineffective, changes,required,Urge taking aspecific action,Exciteto action,Audience implements recommendation,Changethe pricing,structure of ProductX,Passive,Response,Active,Response,12,communicationbasics,Outlinethe audiences concerns,identify problems andopportunities,clarifyquestions,describe obstacles,Organize datato substantiate yourunderstandingof theissues,Explorestrategies toresolve issues,when appropriate, make a recommendation(s),Once you knowthe objective,the desired result,and thekey message,identify the issues to address.,Source:Bain Presentation: “MakingExcellent Presentations”,Clarityin Planning:Identify theIssuesto Address,13,communicationbasics,Successin communication hinges upon a thorough understanding of youraudience.,Source:Bain Presentation: “MakingExcellent Presentations”,Level and Influence,CEO/President,Operating Managers,Analysts/technicians,Sophistication,Education,Familiarity with details ofsituationbeingdiscussed,Fluencyin business conceptsand models,Information Processing Style,Words vs. data/graphics,Activevs. passive,Directive vs.participativedecision-making,Conceptual vs.practical,CommunicationEnvironment,Writtenor oral,One-on-one,Discussion,Lecture/speech,ControversialNatureof Conclusions,Prior/existingbeliefs,Career/power impact ofanalysisand recommendations,Organization culture,Existing Relationship,Tenure,Strength,ClientPerspectives,Attitude toward topic,Attitude toward Bain,Attitudetowardyou,Connection in Planning:ConsiderYourAudience,14,communicationbasics,Source:Bain PresentationSkillsWorkshop,Communication effectivenessincreases themore thesenderlinksthe messagetoaudienceneeds.,Audience-focusedNeed,MessageObjective,Commitment,to specificaction or recommendation,Comfortlevel,concerning work,Credibility,in yourknowledge, experience, and expertise,Awareness, opportunity definition,Dataandother,information,Drive adecisionor,action,Demonstrate,progress,along atimeline,Showcasework and efforts,completed,Drawattention,to immediatecritical factors,Provide,information,- “datadump,”,”,Connection in Planning:Audience CommunicationNeeds,15,communicationbasics,Messagemayseemstraightforwardtoyou,but.,Impact may be very controversialtoaudience,messagemayconflictwith audience beliefs and values,analysismayhave impactonreceiver,s performance and career,recommendationsmayhaveimpacton receivers power/career,messagemayconflictwith organizationsculture,Audiencewill resistcontroversial aspects of message,mayaccept logicbutrejectaction,If you are not empathetic toaudience reaction,youwillrisk losingbuy-in,Awareness ofthefull impactofyourmessageonyouraudience isessential to planning.,Source:Terry Pearce,LeadingOutLoud,(Jossey-Bass, San Francisco,1995),Connection in Planning:Impact on Listener,16,communicationbasics,As anaudience receivesa message, they are assessingwhether to acceptor reject it,strongindicator is convictionof person delivering the message,if youdontbelieve inwhat you say, whyshouldthey?,Audience assessesyour level of commitmentto:,the message,the relationship,theirsuccess,Your audience wont accept andact on yourmessage ifthey sense you arenot committed toit.,Source: Terry Pearce,Leading OutLoud,(Jossey-Bass, SanFrancisco, 1995),Connection in Planning:Impact of Personal Commitment,17,communicationbasics,Find your own source ofengagement and conviction,in theworkitself,in theworks impact onyour development and career,in themessage,in therelationship,in theoutcome,Strivefor personal authenticity byconsideringyour own source ofengagementin andcommitmentto your message.,Source: BainPresentation Skills Workshop,Connection in Planning:DiscerningYour Commitment,18,communicationbasics,Objectives of communication,Planning your message,Developing your message,Delivering your message:speaking,Delivering your message:writing,Key takeaways,Additional resources,Agenda,19,communicationbasics,Be clear,say precisely whatyou mean,say everything that needs to be said,say no more than isnecessary,say it simply and directly,Convince with logic,use structuredargument,gather andorganizeevidence,Connect bytailoringyourmessage to your audience,Makeyourmessage comprehensive, but concise.,Source: Bain PresentationSkills Workshop,DevelopingYourMessage:BasicConcepts,20,communicationbasics,Structuregoverns:,sequence of ideas,order,priority,relationship betweenideas,logic,resultingstoryline,Use alogical structure to promotemessage clarity.,Source: BarbaraMinto,The Pyramid Principle, (London:Pitman Publishing,London, 1987),Clarity inMessage Development: Structure the Message,21,communicationbasics,Audience has limitedamount ofmental energyto:,recognizewordsandinterpretideas,determinerelationships between ideas,comprehendsignificance of ideas,Structureallows comprehensionwithleast amount of mental effort,increasesaudiencesability to grasp quicklyideas significance,Structuring ideas focusestheaudiencesmental energyon the most important activity: comprehendingthesignificance ofwhatyouhaveto say.,Source: BarbaraMinto,The Pyramid Principle,(London:Pitman Publishing,London,1987),Clarity inMessage Development: Benefits ofStructure,22,communicationbasics,Buildon Answer-First workplanningorganization,pyramid structure used toorganizeanalysis and work processlogically,Applysameapproachto structuringcommunication,leverageslogicstructurefromanalysisphase,savestime,increasesclarity,promotes understanding and retention,reduces lengthof communication,AdaptAnswer-First workplanning tostructuring your communication.,Source: Bain PresentationSkills Workshop,Answer-First Structure,23,communicationbasics,Answer-First sequences ideas in a logical, top-down order.,Source: BarbaraMinto,The Pyramid Principle,(London:Pitman Publishing,London,1987),Situation,Complication,Question,Answer,Key Assertion 1,Key Assertion 2,Key Assertion3,SupportingAssertion,SupportingAssertion,Evidence,Evidence,Answer-First,24,communicationbasics,The Answer-First structure uses logic topromote clarity, understanding, and retention. The storyline uses words to make your communicationcompelling.,Source: BarbaraMinto,The Pyramid Principle,(London:Pitman Publishing,London,1987),In structuringyourmessage, you have determined overall content,whatpoints tomake,whento make them,In developing the storyline, you must translate the structure contentintospecific wordsthatengage theaudience,whatto say about each point,how you will say it,Clarity inMessage Development: TellingtheStory,25,communicationbasics,Add informationandmeaning toeachassertion, keypoint andsupporting point.,Source: Bain PresentationSkills Workshop,Buildeachpoint sothatit informsandhas impact,set it up,provide context,define newterms, concepts,convey it,explain the point,proveit,discuss your evidence andanalysis,connectit,explaintheimpactontheaudience,connecttothebiggerpicture,Don,tleaveoutanythingthatisnecessary,Don,tinclude anything thatisnot necessary,Clarity in MessageDevelopment:BuildingtheStory,26,communicationbasics,Buildtransitions,clearly indicate transitionpoints,explainrelationshipbetweenideas,betweenkeypoints,betweensections,describefocusofnewideaorsection,Tailorforaudience,considerwheretheywillneedmoreorlessinformation,reviewandreviseforaudiencecommunicationneeds,reviewandreviseforclarityandprecision,Source:BainPresentationSkillsWorkshop,Uselanguagethathelpstheaudiencefollowyourlogicandhearwhatyouintendtosay.,StrengtheningtheStory,27,communicationbasics,Usethedataasevidencefortheinsight,notasanendinitself,data:,“,“Salesfiguresforthelastthreeyearsare$7M,$6M,and$5.2M,”,”,insightandmeaning:,“,“Saleshavefallensteadily,andourplaceinthemarketisprecarious”,Usefacts,avoidspeculativeassumptions,Listsourcestoincreasecredibility,Beprecise,peopleequatespecificitywithcertainty,use,“,“7,242newwidgets”,avoid,“,“largesupplyofnewproduct,”,”,Frameevidencetomakeyourcommunicationengagingandconvincingratherthandryandboring.,Source:BainPresentationSkillsWorkshop,UsingEvidence,28,communicationbasics,Useyouraudienceanalysistoassessyourmessagefromtheirviewpoint,impact ofthe message onthe audience,audiencescommunicationstyle,Helpyouraudience understand- and retain - what yousay,provide “memoryimages” that summarize informationpresented,use examples, analogies,comparisons andimages,avoidjargon,Onceyou have fullydevelopedyourmessage, reviewit from your audiencespointof view.,Source: Terry Pearce,Leading Out Loud,(1986, Jossey Bass,San Francisco),Connectionin Message Development:Tailor toAudienceNeeds,29,communicationbasics,When draft isfinished, getfeedback and revise,ask forinputfrom people who,know your objective and topic,know your audience,will provide honest feedback,ask them to identifywhere you can,be moreconcise,have more impact,betterfocus on audience needs,includeanything youhave missed,For importantcommunications, dontrely on yourown perceptions. Getfeedback on your draft andrevise.,Source:BainPresentation Skills Workshops,Clarityin Message Development: Get Feedback andRevise,30,communicationbasics,Objectives ofcommunication,Planning yourmessage,Developing your message,Delivering your message: speaking,Delivering your message: writing,Key takeaways,Additional resources,Agenda,31,communicationbasics,To ensure youraudience understandsyou,encourage feedback,ask forideasand questionsfrom audience,listento comments togaugelevel of understanding,ask questions,listento responses to gauge level of understanding,To assist retention of your message,associate new ideas withthosefamiliar tolisteners,use relevantexamples, comparisons,analogies and metaphors,periodicallysummarize points,emphasizingkey message,use slides,provide handouts,When you speak, includethe audienceso you canhelp them understand andretain whatyou say.,Source: BainPresentation Skills Workshop,MakingIt Work,32,communicationbasics,Regardless of thesize of youraudience, focus on howyou look, how youspeak,and what you say.,Source: BainPresentation Skills Workshop,How You Look,Focus on listener, not slides,Present in balanced, open stance,Talk only to people, not equipment,Talk to one person at a time,How You Speak,Use short, active sentences,Use “spoken” English,Pause between ideas,Speak so you can be heard,What You Say,Think before you speak,Share insights, not efforts,Share message, not data,Clarity in Delivery: SpeakingGuidelines,33,communicationbasics,Use Answer-First format,set the context,enumerate key points, then details,“I want to updateyou on2 keyissues”,“,The first isthe response frommanagementto ourproposal.”,“The secondis thefinalanalysis ofour customer interviews.”,“,Management response waspositive.”,be forceful,direct, andbrief,use short, simplewords,use short, clear sentences,use active ratherthan passivevoice,summarize,include action steps,Package ideas logically,directly, and conciselywhenmakingBainpresentations.,Source: BainPresentation Skills Workshop,BainsSpeaking Style,34,communicationbasics,Prepare,know your objective anddesired outcome,know your key points,know your audience,anticipate reactions andconcerns,visualize yourselfpresentingin theactual situationin real time,Practice -out loud,Engageyouraudience ina “one-on-one” dialogue,maintain eyecontact,deliver oneidea at a time, toone personat a time,breathe,ask audiencequestions,respond to audience questionsand objections,Use preparation and connectionto reduce nervousness.Know in advance the desired outcomeand the overall flow ofthe storyline. Connect with your audience.,Source: BainPresentation Skills Workshop,If SpeakingMakesYou Nervous.,35,communicationbasics,Listening isfundamentalto buildinga sense ofpartnershipwith audience,allowsrealexchange ofinformation,givesspeakerinsightintolistener,However,mostofusdonotrecognizetheroleoflisteningwhenspeaking,focusedonwhatwewanttosayandaccomplish,haveneverlearnedhowtolisteneffectively,Tohaveimpactwhenyouspeak,youyourselfmustlearntobeaneffectivelistener.,Source:BainPresentationSkillsWorkshop,ConnectioninDelivery:TheImportanceofListening,36,communicationbasics,Listening is afour step process:,Speakers oftenmiss two of the fourstepsof listening - resulting inmisunderstanding.,Source:Bain Presentation Skills Workshop,Hear,Interpret,Understand,Respond,Hear,Interpret,Understand,Respond,Too often we move directly from HEAR to RESPOND,The result ismisunderstanding between speaker and listener,Steps to Listening,37,communicationbasics,Stop,talkingand reflect on youraudiences comment orquestion, andfeelings,check in if you dontunderstand:,what isbeingsaid,why itis being said,check in if you see body language,facialexpression, and/or hear tonethat conveys:,there is morein their comment thanwhat the words say,they appear tobe confused,angry,lost, or haveanotherpointof view,Check your interpretation with youraudience before yourespondto comments or questions.,Source:BainPresentation Skills Workshop,MonitorAudience Response,38,communicationbasics,Checkinby:,askingquestions to gathernewinformation,“,Imnot sureIunderstand whatyou mean.Couldyoutellmemore?”,“,I understandwhatyou,resaying,butnot exactlywhy.Wouldyou explainthatforme?”,confirmingtheinformation youhaveandyourinterpretationof it,“So youreconcernedthatthetiming isoff,and we could miss your deadline, right?”,Checkin by interacting with your listener.Ask questions and/orconfirm your informationandinterpretation.,Source: Bain PresentationSkills Workshop,Checking In,39,communicationbasics,Listener can think four timesfaster than a speaker speaks,mightloseinterestin speaker,mightanticipate what thespeaker intends -incorrectly,Use thinking time tolearn more about your listener,listen betweenthe lines,assess thespeakerspoint ofviewregardingyourpointandtopic,anticipatewhatmaybe comingnext,weightheevidence,pro and con, presented bythespeaker,mentally summarize what the speakersayswhile listening,Youraudience thinksfaster than you speak.,Source:BainPresentation SkillsWorkshop,Listening and Thinking Speed,40,communicationbasics,Objectives of communication,Planningyour message,Developing yourmessage,Delivering yourmessage:speaking,Delivering yourmessage:writing,Keytakeaways,Additional resources,Agenda,41,communicationbasics,Use Answer-First structure,conveykey points immediately,providesolidlogic,use structureto leverage readerstime,Be concise,Write well,Source:BainPresentation Skills Workshop,Presentideaslogically, directly,and concisely.,Bain Writing Style,42,communicationbasics,Use theactivevoice,Use precise language,Use plain English,use real wordsinstead of jargon,Use appropriate grammar, spelling,and punctuation,To write well,observe fourguidelines:,Source:BainPresentation Skills Workshop,Clarityin Delivery:Writing Well,43,communicationbasics,Put theactorbeforethe action,passive:,“,The earnings of Company X were increased in 1997”,active:,“,CompanyX increased earningsin 1997.”,Say whoacted,not just whatwas done,passive:“,Anewrecommendationhasbeenprepared.,”,”,active:,“,Thecommitteepreparedanewrecommendation.,”,”,Source:JanisChanandDianeLutovitch,ProfessionalWritingSkills,(SanAnselmo,