Transcript IMAGE-Effective Communication-9-2016-HAN[...]

National IMAGE, Inc. 44th
National Training Program
“Effective
Communication”
September 12-16, 2016
Presented by: Cynthia D. Dunn “Cin-dee”
Director, Equity, Diversity and Inclusion (EDI)
Department of Treasury, Internal Revenue Service (IRS)
Tax Exempt and Government Entities (TE/GE)
Washington, DC
Who Am I?
 Cynthia “CIN-DEE” Dunn, Director, IRS,
TE/GE, Equity, Diversity and Inclusion
 Longest Serving IRS EEO/EDI Director
 Direct report to the TEGE Commissioner/Deputy
Commissioner
 36+ Years of Federal Service (1980)
 EEO/EDI/Diversity/Civil Rights Field since
1992
 Workshop Presenter
 Member of Various EEO National Organizations
 Proud Mother and Grandmother
Vanity/Personalized Plates –
Exercise One
On your index card, write what you would
submit on your personalized (vanity)
license plates
Length should not be no more than 8
characters
Use only numbers and alpha characters
Example: 4CINDEE
What is Effective
Communication?
Effective communication is defined as
verbal speech or other methods of relaying
information that get a point across. An
example of effective communication is
when you talk in clear and simple terms.
What is Effective
Communication?
Effective communication is the glue that
helps you deepen your connections to
others and improve teamwork, decision
making, and problem solving. It enables
you to communicate even negative or
difficult messages without creating conflict
or destroying trust.
The Seven “C’s” of Effective
Communication Checklist
1. Clear
2. Concise
3. Concrete
4. Correct
5. Coherent
6. Complete
7. Courtesy
1. Clear
 To create clear messages, minimize the
number of ideas you attempt to convey at
any one time. Make sure that it’s easy for
your reader to understand your meaning.
People shouldn’t have to make
assumptions to understand what you’re
trying to say. Use language that is familiar
to them, and media and channels that
they’re comfortable with.
2. Concise
 Make it easier for the person you are
communicating with to understand what
you say or write by reducing the
complexity of your sentences. Omit
unnecessary adjectives and filler words.
You can also reduce the amount of reading
by detecting unnecessary sentences and
repetition.
3. Concrete
 When your messages are concrete, they
convey clear pictures to your audience.
This makes them practical, useful, and
focused. Include in your messages just
enough detail and facts to convey the
meaning. Use appropriate words, pictures,
and gestures to make your message solid
and easily understood.
4. Correct
 Ensure your communications are free of
spelling and grammatical mistakes. Check
all facts, names, and titles to assure that
they are spelled correctly. If necessary,
find someone to proofread your work as
you may not pick up on your own errors.
5. Coherent
 Ensure your communication to the learners
is coherent by checking it makes sense and
is logical – all points should be connected
and relate to the main topic. The tone of
any text should be consistent and the flow
of the words should be easy to follow.
Where possible, ask someone to check
materials for coherence before it is
published.
6. Complete
 Complete communication gives the listener
everything they need to be informed or
instructed. They also contain everything
required to fulfill their purpose or goal.
 Check that you have included all relevant
facts, information, and directions. Where
necessary, include deadlines and clear
“calls to action”
7. Courteous
 Communication with your listeners should
be courteous. This means it is friendly,
open, and honest, keeps their viewpoint in
mind, and is empathetic to their needs.
Communicating with your audience this
way help earn their trust and respect.
5 Most Common Types of
Communication Conflict
Interdependence Conflicts
Differences in Style
Differences in Background/Gender
Differences in Leadership
Personality Clashes
Personality Clashes
All types of conflict in the workplace can be
messy but it is the differences in
personality that causes the most grief.
Statistics show that 85% of dismissals in the
Civilian Labor Force (CLF) in the US are
due to personality conflicts.
Reasons for Communication
Conflict in the Workplace
• The Aging Workforce
• Federal Government shrinking – Having to
do more with less
• 5 Generations in the Workplace
• Stressors at Home - Caring for elderly
parents, spouses; Grandparents raising
their grandchildren, Children returning
home after college
Can you think of other reasons?
Life expectancy for the US
According to the 2014 World Health Organization – Life
Expectancy: Overall = 78.8 years
Female life expectancy = 81.2 years
Male life expectancy = 76.4 years
Federal Government
Down-Sizing
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Severe Budget Cuts
Freeze on COLA; Low % increase
Special Act Awards
Training dollars cut for employees
Pay for Performance
What changes have you seen with the
Federal government since you became a
federal employee which may cause conflict
in the workplace?
5 Generations in the Workplace
5 Generations in the Workplace
Matures/Traditionalists: born before 1939
– Hard Workers, High respect for rules, considered the silent generation
Baby Boomers: 1940 – 1963
– Personal gratification, started the workaholic trend, team-oriented
Generation X: 1964 – 1980
– “Prove it to me”, technology driven, short attention span (talk in short sound bites)
Generation Y: 1981 – 1990
– Optimistic, Instant gratification, very diverse, will resent those who talk down to
them
Generation 9/11: born after 1991
– Less optimistic about the future, questions the importance of College, want to be
treated as adults, not children
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Keeping Generational Biases
Out of the Workplace
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Understand that generations, like ethnic traits or other personal
characteristics, help make us who we are. These differences
contribute to a diverse and vibrant workplace.
Respect those differences.
Try to understand those differences and think positively about them.
Treat others with respect at all times.
Try to avoid all stereotypes, be they negative or positive.
Remember that all traits of a generation may not apply to everyone
in that generation.
Try to be flexible with others.
Explain to others why it is wrong if you feel that you’re being
stereotyped.
Try to learn from one another what each generation has to offer.
Be inclusive when forming teams; try to have all generations
represented.
Stressors at Home
Caring for elderly parents
Caring for spouses
Grandparents raising their grandchildren
Children returning home after college
Employee Assistance
Program (EAP)
 The EAP is a free benefit program to help you and your family in
many ways. It provides no cost, confidential services. EAP provides
you access to a nationwide counseling network to help you deal with
a variety of personal and/or work related problems. EAP counselors
are licensed professionals.
 How EAP can help: Depression, stress, anxiety, additions, anger,
marital or relationship issues, parenting issues, grief and loss, drug
and alcohol abuse, caregiving, eldercare, coping with change,
workplace issues, career transitions, job pressures, self improvement,
major life change…just to name a few!
 EAP 24 hours a day, 7 days a week: 1-800-977-7631
 EAP website: www.guidanceresources.com (first time users will
need to enter the company ID number when prompted).
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Picture This – Exercise Two
You are to solve as many of the
12 picture puzzles as you can.
You will have 10 minutes to
complete.
Be prepared to share your
answers.
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Effective Communication is
key!
 Listen 2x more than you speak;
 Ensure what you are saying is relevant to
the workplace and can be repeated;
 Speak purposefully; and
 Speak with professionalism.
Effective Communication:
Is This Appropriate?
He said/She said
Jokes
Favortism
Yelling/Raising Your Voice
Tips on Effective Communication
when Dealing with Conflict
Treat people with respect, maintain their sense of self-worth
Be human, be positive, and keep your sense of humor
“ Sleep on it!” before reacting (particularly email)
Be consistent in the way you treat people
Be careful of defensiveness in response to complaints
Show gratitude and recognize good work, and do it timely
Be honest follow through on promises and don’t over promise
Tips on Communicating with
One Another
AVOID CONFRONTATION!!
AVOID INAPPROPRIATE
REMARKS
MAINTAIN
PROFESSIONALISM AT ALL
TIMES
Inclusion is Key!
Working Together Works!
Color Block – Exercise Three
I will ask for several volunteers to come
forward
I will hold up an index card, please identify
the color on the card.
Sounds easy, right?
Ready, set, go!
How Can You Acquire Effective
Communication Skills?
Enroll in your agency’s Leadership
Courses (ELMS, FLRP, SLRP, XR, XD)
Include Leadership Activities in your
CDP (ask for developmental details,
shadowing assignments, identify a
Leadership course)
Books 24x7
Seek Mentoring Programs
Tuition Assistance Programs (TAP)
Effective Communication Tips on
Engaging with Others
 Keep Your Word
 Be Fair and Respectable to All
 Be a Good Communicator
 Be Flexible
 Be Organized
 Delegate
 Set an Example
 Be Consistent
 Give Praise
 Ask for Help
Effective Communication using
the F.A.I.R. Approach
F
A
I
R
= Feedback
= Assistance
= Inclusion
= Respect
Effective Communication
Quote
“The effectiveness of communication is not
defined by the communication, but by the
response.”
Milton Erickson
Questions?
Contact Me
Cynthia D. Dunn, Director, EDI
Internal Revenue Service, TE/GE
999 N. Capital Street, N.E.
Washington, DC 20003
Office (202) 317-8651
Blackberry (202) 360-0867
Email: [email protected]