Transcript Communication & Trust RIMPAC 2000 Lessons Learned

Lessons Learned:
Communication and
Trust
Opportunities and Challenges for
Collaboration
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Dr. Judee Burgoon
[email protected]
Professor of Communication & Family Studies
Director of Human Communication Research, CMI
Dr. Suzanne Weisband
[email protected]
Professor of Management Information Systems
Funded by U. S. Army Research Institute
Research and Advanced Concepts Office
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Human Communication
 These
scientists study how people interact
with each other
 Credibility
 Competency
 Social
Influence
 Small Group Communication
 Organizational Communication
 Trust (Focus…for this exercise)
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Starting assumptions
 Trust
is a necessary (but not sufficient) condition
for effective collaboration.
 Trust is especially difficult to achieve when
organizational cultures and missions differ.
example: UN more lateral, aims to maintain civilian
character; U.S. military more hierarchical with
clear chain of command and control
example: different notions of transitioning and
respective roles during transitioning
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Starting assumptions
Trust cannot be mandated.
 Trust-building takes time.
 Trust develops out of actions and interactions.
 Mistakes are inevitable.

 “Communication
IS more difficult than rocket
science.” --Dr. Peter Likins, former rocket scientist,
JPL

Recommendations to be presented are toward
building “best practices.”
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Philosophy
 Uncertainty
reduction essential regarding
 Mission
and objectives, to set stage for interactions
 Organizational templates, to identify unrecognized
differences in SOP, terminology, etc.
 Key personnel, to establish trust, size up credibility,
and overcome deeply entrenched stereotypes
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Planning
 Preplanning
for getting acquainted
 make
a high priority
 don’t assume information sent = information
received
example: much briefing material for RIMPAC 2000
not seen or recalled by key players
 assign one person oversight and planning duties for
meetings and communication
 build in redundancy within and across contacts
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Planning
 create
easily distributed guidelines
example: definitions of acronyms
example: military pocket guide on Helping Refugees
 create
retrievable bios of key personnel
 prioritize information distribution
 timing--determine
what to share early vs. later
 highlighting--what is most essential
example: much briefing material for RIMPAC 2000
not seen or recalled by key players
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Scheduling and
Coordination
 create
merged templates (e.g., transition matrix)
 recognize/identify different time orientations
example: very different orientations toward timeliness,
length and frequency of meetings, use of structured
versus informal contacts to resolve problems
 negotiate
number, regularity, length of meetings
example: fewer meetings preferred so people can get
work done but risk coordination and communication
problems
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
First Meeting
assume face-to-face is ideal
 Anticipate first impressions desired & given off
 Identify expectations
 Medium--don’t
example: who is actually responsible for running
meetings?
example: will meetings be observed and archived for
later retrieval and if so, how, and by whom?
 Avoid
negative expectancy violations
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
Ongoing
 Interpersonal
requirements:
 avoid
embarrassment/save face for self and unit
 be respected
 be validated and appreciated for one’s work
example: nice effort throughout to recognize where
“attaboys” should be given. was there follow-through?
 maintain unified organizational front
example: respondents asking whether to give political
or real answer to questions
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
Ongoing
More communication quality
communication
 Channels:
 Amount:
 Need
universal communication standard and gear for
communication across distances
example: cell phones vs. radios--which are to be used,
which permit needed privacy
 Decide when to use technology, including Groupware
 Access:
make phone numbers available
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
Ongoing
 Language
 need
to create common culture
 includes but goes beyond common vocabulary
example: acronyms that create communication barriers,
reinforce group differences
example: emergence of common terms such as “actual
actual actual” create understanding and solidarity
example: UN prefers language that avoids implying
hierarchy and emphasizes interfacing, committees
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
Ongoing
 Recognize
that nonverbal behavior may be viewed
as relational messages
example: ignoring people or walking away during a
conversation may be viewed as disrespect
example: size and centrality of tents taken as indication of
degree of authority or importance
 Distinguish
between relational messages and poor
social skills
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
Ongoing
 Periodically
reassess frequency and format of
ongoing meetings and communication
 Request input from various members during
meetings
example: UN explicitly requested input from various
representatives whose goals might have been in conflict
 Track
lessons learned
example: some people new to GroupSystems saw real
merit in identifying and recording lessons learned
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Communication:
Ongoing
 Be
flexible
 Go the extra mile to resolve conflicts
example: many military personnel showed great tact and
diplomacy in dealing with delicate and potentially
offensive situations
 Interject
humor
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST
Drinks?
RIMPAC 2000 LESSONS LEARNED:
COMMUNICATION & TRUST