Transcript Communication skills for PDD engineers

Communication skills
for PD&D teams
Steve Dyson
Outline
1. Communication in engineering projects
 Sender/receiver model
 Communications-critical phases
2. Tech. comm.: Basic concept + Tips
 Audience-centred communication
 Tips: tech. writing, PowerPoint slides
3. Communication failures + responses
 Cultural differences
4. Localization & catalogues
2
Communication in engineering
projects
 Sender/receiver model
 Communications-critical phases
Communication:
Basic Sender/Receiver Model
sender
message
receiver
Encoding and decoding
sender
sends information
feelings,
experience,
history,
expectations,
fears
receiver
experience,
feelings,
history,
expectations,
fears
Product Design & Development:
A six-phase process
Product
planning
Concept
Development
System-Level
Design
Detail
Design
Testing and
Refinement
Production
Ramp-Up
Product development proper: Four phases
Documents serve as input and output media for key phases.
Communication between groups of, say, engineers can be challenging.
However, the situation can generally be resolved by discussion between
the groups.
Communication between groups with different backgrounds and/or
interests often requires deeper analysis, better strategies, and "outsidethe-box" thinking.
Audience
Communication is easier between:
• people with similar backgrounds and training
• people who are used to working together.
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Audience
It is more difficult:
• between departments (design, marketing, etc.)
• between people with different backgrounds,
languages, etc.
• for multidisciplinary, multi-department and
engineering project teams.
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Communications-critical steps
•
•
•
•
Identify "communications-critical" steps.
Identify audience and its needs.
Assess scale of communication task.
Tailor response to challenge:
The more critical the task,
the more effective the
presentation or document needs to be,
and the bigger the communication effort.
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Technical communication
• Basic concept
• Tips
Audience-centred communication
• Focus on what audience wants to know and
•
questions they want answered, _not_ what you
want to tell them.
Tell them what you're going to say, say it,
then tell them what you've just said.
–
–
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If you fear that your audience may not be open to
your ideas:
restrict your presentation to three main points
use rhetorical devices, including repetition.
Reader-centred writing
• Focus on what readers want to know
•
•
and questions they want answered,
_not_ what you want to tell them.
Provide navigation devices.
Consider "Information Mapping":
–
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courses now available in Portugal.
Focus on:
–
–
–
–
–
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Readers’ information needs
Readers’ technical knowledge
Readers’ language skills
Readers’ attitudes
The time they are likely to spend reading your
document.
Un-learning
… things you learned at school and at university.
Reader-centred writing is radically different from:
• explaining to teachers (… who already know)
• writing at least X pages showing how well you
can use sophisticated language
• avoiding (at all cost) repetition of words.
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Answer readers’ likely questions
• Start by playing devil’s advocate:
–
–
–
–
–
Why should I read this?
Where does this information come from?
Which are the most important parts?
What am I expected to do next?
What does the competition have to say?
• What details or facts are your readers hoping
to learn?
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Writing tips: Making lists
Lists are:
–
–
shorter than running text
easier to write and understand,
especially if you use parallel structure.
Use parallel structure, i.e., begin with:
–
–
–
verb (infinitive or conjugated; imperative, other)
gerund
noun (less powerful).
(See also : saywhatyoumean.com/html/readingroom21.html)
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Keep It Short and Simple (KISS)
• Aim for an average sentence length of 17-21
words
But vary the pattern:
medium, long, short, short, medium,
short, long, medium, short, medium
• Maximum: 30 words, except in lists
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KISS
• Remove unnecessary prepositions
–
in the region of --> about
–
as a means to --> to
• Remove other unnecessary words
–
–
–
–
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complete monopoly
rectangular in shape
. . . the dusting problem . . .
these instruments have a marked tendency to drift
KISS: short, simple words
• Prefer Anglo-Saxon to Latinate words:
–
–
–
–
–
–
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accelerate
fabricate
frequently
principal
utilize
should it prove
to be the case that
-->
-->
-->
-->
-->
speed up
make
often
main
use
-->
if
KISS: Action in verbs
• Put the action into a verb
–
we made an application --> we applied
–
it provides a summary of --> it summarizes
. . . the addition of talc is done in two steps
--> Talc is added in two steps
We have a lot of knowledge of . . .
--> We know a lot about . . .
–
–
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KISS: Examples
23
–
Commence inspection of the facility upon
completion of the final stage -->
Inspect the building after the final stage
–
A reduction in the quantity of the data by a factor of
two results in a corresponding enhancement of the
capabilities of the system -->
Halving the amount of data makes the program
run twice as fast
• In recent years the traditional brick sector has
adopted new technologies that have resulted in
higher productivity levels and are better able to
meet the requirements of modern architecture
in terms of product quality and diversity.
--> In the traditional brick sector, new
technologies have increased productivity,
product quality and architectural variety.
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Eliminar palavras inúteis
• Existem as competências a nível nacional para
iniciar e completar a implementação de
soluções globais e sistemáticas de cariz
moderno para a problemática referida.
--> Temos capacidade no país para resolver o
problema.
"Passeio Aleatório", Nuno Crato
(Expresso, Única, 22/11/03, p115)
Site: www.malhatlantica.pt/aleatorio.htm
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Ladder of abstraction
• Anglo-saxons often prefer words low on the
•
ladder of abstraction
Latins often prefer words higher up the ladder.
Resources
Hardware
Microcomputers
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Software
Computers
……
Workstations
……
……
……
PowerPoint slides
Steps and tips
1
1. Select a plain, easy-to-read template
•
Although visually attractive, text boxes make
manipulation, translation and updating difficult.
2. Deselect Auto-fit. In PowerPoint XP:
1. Go to Tools/AutoCorrect Options/AutoFormat As
You Type.
2. Deselect "Auto-fit body text to placeholder".
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Steps and tips
2
3. Follow advice of Office Assistant.
•
The Office Assistant can be confusing and irritating,
especially in Word. In PowerPoint, it generally offers good
advice, especially on formatting.
4. Apply 6x6 rule: 6 lines, 6 words each
or 40-word rule (i.e. 40 words per slide).
5. Use parallel grammatical constructions for
each set of bulleted points.
•
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This set (points 1 to 5) uses imperative verbs.
PowerPoint: Limitations
Be aware, however, that PowerPoint also has
severe limitations.
As Edward Tufte says:
"The problem with bullet points is that they can only
represent the simplest relationships between things.
They're good for making laundry lists or describing
step-by-step procedures. The problem is that
information is usually much more complex."
More at: saywhatyoumean.com/html/readingroom25.html
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Euro-communication situation
You’re a Portuguese engineer and you have to
give a presentation in L2 or L3 …
You can read the language fairly well, but you
don't speak it well enough to speak "off the
cuff".
What's the best presentation strategy?
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Euro-communication solution
1. Get a second opinion
(if possible from a native speaker) to check
that your speech is clear enough to make a
professional presentation.
2. Prepare PPT slides with plenty to read.
It's more important to make a strong
impression than it is to comply with the 6x6
rule and the like.
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3. Consider preparing two versions of key slides:
•
•
one with short bullet points, for the audience,
one with additional text, for you to read aloud.
4. Consider displaying brief slides (6x6) while
reading from printout of slides with notes.
See File/Print, select Handouts (2 per page).
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Communications failures
and responses
Communications failures
• Who's responsible?
–
–
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Sender:
Virtually every time
Receiver:
Hardly ever!!
... and even if he/she is responsible,
what point would there be to saying so?
Responses to failure:
Review presentation with:
• carefully selected member of audience
• someone from outside your organization
• someone unfamiliar with the subject.
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Review resources and strategies:
• Choose a different presenter
• Call in an outside specialist
• Learn how to speak better in public
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Successive PD&D projects
Regular PD&D team members should consider:
• developing standard forms and procedures
• studying how others handle project
communications issues
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–
Internet searches
–
External consultants
Cultural differences
Cultural differences _do_ exist!
Cultural studies and their impact on good
business are also increasingly popular,
witness these TV advertisements by AngloAsian banking group HSBC.
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• ..\..\bbNetRef(a-p)\Cultural Studies CorpCult
++\HSBC mpg videos\Wedding Present 298.mpg
Soundtrack
Maltese guests at English wedding.
Off-screen voice: In England, presents are
given to the bride and groom to set them up in
their new life … whereas, in Malta, guests can
expect a present as a momento of the day.
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..\..\bbNetRef(a-p)\Cultural Studies CorpCult
++\HSBC mpg videos\Eels 30.mpg
Soundtrack
British executive eating eels at Chinese
restaurant with Chinese hosts.
Off-screen voice: The English believe it's a slur
on your host's food if you don't clear your plate
… whereas the Chinese feel that you are
questioning their generosity if you do …
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What is Culture?
1
• A system for... sending, sorting and
•
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processing of information…research
reveals that up to 80% of that information is
communicated by means other than
language
A way of life...developed and communicated
by people…to help create standards for
people to survive and coexist...
What is Culture?
2
• a set of mental formulae developed by a
•
•
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particular group of people for survival and
success
software for the mind
shared solutions to problems of external
adaptation and internal integration.
What is Corporate Culture?
• Corporate Culture is the set of mental formulae
•
developed, adopted and disseminated within
an organization.
CC can differ from national norms and change
over time.
• In Portugal compare Sonae today with CUF pre-1974.
• CC also draws on the national culture, values
and practices.
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Culture and International Business
Culture:
–
–
–
–
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impacts the way strategic moves are presented
is the lens through which motivation occurs and is
judged
influences management, decision making, and
negotiations
influences nearly all business functions from
accounting and finance to production and service.
Some names
Leading names in cultural studied include:
–
–
–
–
–
–
–
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Edward T. Hall (1959–1976)
Geert Hofstede* (~1970–2000): cultural typology
Fons Trompenaars
Shalom Schwartz (1992): Schwartz Value Inventory
Hampden-Turner (1997)
Spencer-Oatey (2000)
Stephan Dahl (2004): An Overview of Intercultural
Research (stephan.dahl.at/intercultural/)
Geert Hofstede's model
1. Power distance
2. Individualism vs.
3.
4.
5.
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collectivism
Femininity vs.
masculinity
Uncertainty avoidance
Long-term vs.
short-term orientation
Pros and cons
Although each study uncovered many truths
and presented useful concepts for
understanding and comparing cultures, all
suffer from serious shortcomings and have
been severely criticised.
Taken together, I believe that they can still help
raise awareness to cultural issues even if they
do not always provide workable solutions.
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Johari Window
(Making cultural differences discussible)
Things I see
Things
they see
Things
they
don't see
Open for
discussion
Their blind spot
Things I don't see
My blind spot
Shared blind spot
Use selfdisclosure
and
feedback
"Localization" problem
(Internet catalogues, etc.)
Terminology for web sites
Localização de softwares
Consiste em adaptar um software a um país
ou uma região (= ao "locale") traduzindo os
textos e adicionando componentes específicos
ao idioma e à região.
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Localização de um “site”
Consiste em adaptar o “site” a um país ou uma
região (= ao "local") traduzindo os textos e
adicionando componentes específicos ao
idioma e à região.
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A localização de um site inclui:
• adaptação cultural
• tradução, no sentido tradicional
• gestão do projecto multilingue
–
–
conversão de formatos
alinhamento e gestão das "memórias da tradução"
• engenharia e testes ("usability testing").
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p/l = wok/Ásia
O produto é vendido
sem quaisquer
instruções!
Os Asiáticos sabem
cozinhar com o wok.
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p/l = wok/resto do mundo
+ instruções
+ receitas
Fora da Ásia a maioria
das pessoas não sabe
cozinhar com o wok.
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p/l = cataplana/Portugal e Espanha
O produto é vendido
sem quaisquer
instruções!
Os Portugueses e os
Espanhóis sabem
cozinhar com a
cataplana.
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p/l = cataplana/resto do mundo
+ instruções
+ receitas
Fora de Portugal quase
ninguém sabe cozinhar
com a cataplana.
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(In 2001) Moulinex called it ...
presse-agrumes (FR)
citrus press (EN)
Zitruspresse (DE)
citruspers (NL)
spremiagrumi (IT)
citruspressere (DA)
exprimidor (ES)
espremedor de citrinos (PT)
sitruspressen (NO)
citruspress (SV)
sitruspusertimen (FI)
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Search statistics (English)
AltaVista normal mode (10/04/01):
• lemon squeezer:
• orange juicer:
• citrus press:
• orange squeezer:
AltaVista advanced mode (10/04/01):
• "orange squeezer" + Moulinex:
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987
193
151
94
0
Search results (English)
AltaVista "image search" (10/04/01):
• citrus press:
3
• lemon squeezer:
2
• orange squeezer:
2
• orange juicer:
2
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Internet catalogues
English-language
section needs to be
indexed using at least:
lemon squeezer, orange
squeezer, orange juicer, citrus
juicer, citrus press, ...
Question is: How?
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META tags
How can one add synonyms, variants, etc. to
Internet catalogues, etc.?
Solution: HTML META tags ... containing
invisible keywords, that are recognized and
indexed by certain search engines.
Same applies to typos.
(Think about spelling of destinations offered by a
travel agency.)
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Information Mapping®
What is it?
Information Mapping
• Information Mapping® is a methodology for
analysing, organizing, and presenting
information based on the audience's needs
and the purpose of the information.
• All information is presented in specially
formatted "maps" comprising "chunks".
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Information Mapping
–
Information Mapping
(in Portuguese) by Formedia
http://www.formedia.pt/
–
Information Mapping in Europe
http://www.imap.dk/
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On-line resources: General
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–
–
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Writing course: www.me.vt.edu/writing/
STC (Society for Technical Communication):
www.stc.org/
Free online library/index of technical communication
articles and resources: http://tc.eserver.org
Plain Language resources:
www.plainlanguagenetwork.org/Resources/
Alternative view: "Plain Language in the Global
Village", by Stephen Roney:
http://www.plainlanguagenetwork.org/conferences/2
002/global_v/1.htm
On-line resources: writing, etc.
• Writing resources for engineers, etc.:
http://www.ecf.toronto.edu/~writing/resources.htm
• On-line English grammar:
www.edunet.com/english/grammar/
• Writing mission statements:
–
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"The Mission Primer, Four Steps to an Effective
Mission Statement"
www.erols.com/rdoh/4steps.html
On-line resources
On-line learning:
–
–
On-line technical writing courses:
http://www.online-learning.com/
On-line writing tips:
http://saywhatyoumean.com/
Tips on presentation skills:
–
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http://lorien.ncl.ac.uk/ming/Dept/Tips/present/present.htm
Roundup
1. Communication in engineering projects
 Sender/receiver model
 Communications-critical phases
2. Tech. comm.: Basic concept + Tips
 Audience-centred communication
 Tips: tech. writing, PowerPoint slides
3. Communication failures + responses
 Cultural differences
4. Localization & catalogues
73