Transcript www.iltanet.org

The Missing Link:
Communications Skills for IT Professionals
Presented by:
Joy Heath Rush, Director of Applications
Sidley Austin LLP
But Isn’t Communication What We Do?
CIOs Value Communication
The Irony of it All
Have we Evolved Yet(i)?
Link is the right word
Chain
Stage in a process
Something that updates automatically
Those Boring Definitions
Communications
[T]he imparting or interchange of thoughts, opinions, or
information by speech, writing, or signs – American
Heritage Dictionary
[A] process that allows beings … to exchange
information by several methods…. There are auditory
means … and nonverbal, physical means, such as
body language, sign language, paralanguage, touch or
eye contact – Wikipedia
Those Boring Definitions Redux
Skills
Proficiency, facility, or dexterity that is acquired or
developed through training or experience – American
Heritage Dictionary
[T]he ability or talent to perform a task well or better
than average – Wikipedia
Deskilling - Work is fragmented, and individuals lose
the integrated skills and comprehensive knowledge of
the crafts persons. - Wikipedia
Back to Basics
Some Things Haven’t Changed since the Time of
the Town Crier
Who
What
When
Where
Why
How
Content is King but Courtesy is Queen and
Correctness is Nobody’s Fool
Are We Always Communicating?
User Notices and Announcements
Training Materials
Formal Presentations
Meetings
Coffee Machine Moments
Elevator Moments
Special Challenges for Technical People
Vocabulary
Time Pressured
Doers and Fixers
Numbers, not Words
Extra Special Challenges with Lawyers
Professional Wordsmiths
Professional Advocates
Critical Listeners
Professional Questioners
C-O-M-M-U-N-I-C-A-T-I-O-N-S
Credible
Other-Focused
Medium-Conscious
Maniacal
Unflappable
“Nice”
IFM (What’s in it for Me)
Concise
Accurate
Testimonial
Intentional
Organized
Non-Techie
Sassy
Credible
Hard to Earn; Easy to Lose
Set Expectations, then Meet Them
No Surprises
Other-Focused
Lawyers Aren’t Your Only Audience
Focus on the Right Message for the Right Audience
Involve Others in Crafting Your Communication
Medium-Conscious
Not Limited to One Medium, Even for a Single
Project or Issue
Choose the Tool(s) Affirmatively
Push vs. Pull – Relative Imperativeness will Drive
Maniacal
Predictability is Part of Credibility
Don’t Allow Communication to be an Afterthought
Respond to Everything – even if the Response is
“I Don’t Know”
Status isn’t as Good as Results, but it’s better than
Nothing
Unflappable
Keep Your Head When Others Around You are
Losing Theirs
Sympathy is a Beautiful Thing
Be Prepared for and Relish Elevator Moments
“Nice”
Think Yes First
Please Makes a Difference
Requests, Rather Than Orders
Orders Generally Require Someone Above Your Pay
Grade
Accentuate the Positive
It’s Not What You Say But How You Say It (at least to some
degree)
Read Out Loud if you Have To
Beware Body Language
In It For Me (as in “What’s …?”)
Communication Isn’t About the Communicator
Focus on the Impact and Importance of the
Message to the Listener
Use Second Person
Concise
Short is Sweet
Use Simple Sentences and Precise Words
QA Format can Focus the Audience
Accurate
Check, Test, Verify, Step Out, Ask for Sworn Oaths
If You’re Not Sure, Consider Not Saying It
If You’re Not Sure but You Have To Say it Anyway,
Acknowledge Not Being Sure
Testimonial
If Inquiring Minds Want to Know, Say So
Refer to User Complaints and Concerns
Keeping up with the Jones (Days)
Intentional
Plan to Communicate
Actions Speak Louder Than Words
Non-Verbal Communication
Organized
Remember the Five Ws
Most Important Info First
Logical Flow with Transitions
Use an Outline
Non-Techie
Audience’s Vocabulary, Not Yours
Acronyms Need 2B Deep-Sixed ASAP
Non-Jargon Zone
Define Terms
Analogies and Illustrations
Sassy
Don’t be Afraid of Humor
Colorful and Visually Interesting
The Practicalities
Skills = Learned
Formal training
Peer training
Creating Opportunities
Friendly Audience
Presentation Skills
Toastmasters
Dale Carnegie
Tech Briefings
The Practicalities (continued)
Listening Skills
Listen Actively
Listen Reflectively
Beware of Anticipating and Interrupting
Write it Down
Meeting Skills
Practice What You Preach
How Do You Get to Carnegie Hall?
The A List
Agendas, Punch Lists, and Action Items – Oh, My!
Rules of Monkey Management
The Practicalities (continually continued)
User Notices (with thanks to the Listservs!)
Standard Lexicon of Subject Lines
Dates/Times in Subject
Just the Facts, Ma’am (or Sir)
Provide Method for Obtaining Additional Information
Color can be Great, but Remember the BB
Q&A Format Popular
Second Person
Colored Paper in Unexpected Places
Extra Tips
Imitation is the Sincerest Form of Flattery
“Un-Imitation” is OK, Too
Carry a Notebook (or something)
Mirrors and Recordings
Rarely Such a Thing as Too Much Communication
What Have We Missed?
Questions???