Communication通用电气公司的培训程件.ppt

,ManagersCommunicationToolkit,UnderstandhowcommunicationplaysakeyroleinyoureffectivenessasaleaderandindeliveringbusinessresultsLearnaboutthecommunicationsmodelandhowtoapplyitwithinyourworkteamordepartmentCreateanenvironmentthatfostersopenandhonestcommunicationDevelopmeasurablecommunicationactionplansthataddressbothbusinessandemployeeneeds,PurposeofWorkshopConnectingemployeestothebusinessvision,ServiceProfitChain,EmployeeSatisfaction,EmployeeLoyalty,EmployeeProductivity,CustomerSatisfaction/CustomerLoyalty,RevenueGrowth,Profitability,OurPeople,OurCustomers,OurBusiness,CommunicationasaLinkNeedtobetterunderstandwhatouremployeessayandwhattheydo,Employeesarethecriticallinkbetweencustomersandourbusiness,BlackBelt,MasterBlackBeltCorporateAuditStaffMulti-BusinessExperience/ExposureUnique,StretchAssignmentsFinancialAcumenGlobalExperience/CulturalBreadthFunctionalDepth,OutstandingCommunicationSkillsAbilitytoAttract/Keep/DevelopGreatTalentPassionateApproachCrisisLeadershipContinuousLearnerSeeksFeedback.AndActsonIt,LeadershipDevelopmentCapabilityandContributionsListening,Learning,Teaching,SeveralCareer/ExperienceEnhancers,SeveralLeadershipEnhancers,WhatisCommunication?,DefiningCommunicationLeadersmustviewcommunicationasemployeesdo,Communication:,WhatisCommunication?Communicationhastwocoreprocesses:“Sending”and“Listening”,Communicationisaprocessthatturnsinformationintounderstanding,Sender,Receiver,Message,Feedback,CheckingforUnderstandingHowtocheck/listenforunderstanding,AskdirectopenendedquestionsRequestanactionplanorlistofprioritiesSolicitfeedbackontheinitiative/project/request,GE,BusinessCEO,SeniorLeadershipTeam,Managers,Associates,M,M,M,M,A,A,A,A,A,A,A,Wemusttakeresponsibilitytoensurethatourmessagesaredeliveredconsistentlyandmeaningfully,CommunicationAsIs,HighSay/HighDoOpen,honestanddirectcommunication,ManagersRoleManagershavethekeyroleincommunication,Mostofwhatemployeeswanttoknowishowkeymessagesandmarketplaceissuesaffecttheirjobs,Companymessages,10%,Business-specificmessages,20%,Howkeymessagesandmarketplaceissuesaffectmyjob,70%,ManagersRole,SourceofInformation,EmployeesdontwantMOREcommunication.theywantunderstandingofhowkeymessagesrelatetotheirjobs,Jobresponsibilities,1,Whatismyjob?,HowamIdoing?,Feedback,performancereview,coaching,2,Howsmyunitdoing?,Measurements,regularupdatesfrommanager,4,Whereareweheaded?,Vision,mission,strategy,5,Commitment,6,HowcanIhelp?,Listening,recognition,3,Doesanyonecare?,Source:RogerDAprix,Marketplace-based,Basicknowledgeneedsasemployeesdescribethem:,GEsCommunicationModelEmployeecommitmentisearnedonlyafterbasicneedsaremet,HelpteammembersunderstandtheirresponsibilitiesandtalkaboutexpectationsSetagreeduponprioritiesanddeadlinesWherepossible,involveteammembersinplanning,decision-makingandimplementingchangesLinkteammembersjobresponsibilitiestobusinessstrategyandpriorities,ManagersRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet,Whatismyjob?,JobResponsibilities,Source:RogerDAprix,HowamIdoing?,ManagersRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet,Performancefeedback,Providefeedback(positiveanddevelopmental)onperformanceTellemployeeswhattheyaredoingrightaswellaswrongDiscussmutualactionsforperformanceimprovementMakefeedbackafrequentandtimelyactivityLearnhowtolisteneffectivelyandhowtocoachpeoplesotheycanimprovetheirperformance,Source:RogerDAprix,Source:RogerDAprix,Doesanyonecare?,Individualneeds,Taketimetolistenandtalkhonestlywithemployees;valueandrespectthemWalkthefloorHoldstaffmeetingsinwhichpeoplehavetheopportunitytoexpresstheirideasandconcernsSolicitfeedbackaboutyourownleadershipstyleRecognizeandactonpeoplesideasPracticecommonday-to-daycourtesiesandcivilities,ManagersRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet,Howsmyunitdoing?,Workunitobjectives,results,SharegeneralbusinessinformationonatimelybasisDiscussteamgoalsandhowtheymatchoverallbusinessobjectivesRecognizeteamaccomplishmentsDiscusstheneedforteamperformanceimprovementFindopportunitiestoassembletheteamfordialogueandcelebration,Source:RogerDAprix,ManagersRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet,Whereareweheaded?,Vision/MissionandValues,Gainapersonalappreciationandknowledgeofthebusinessvision,missionandstrategicdirectionInternalizethecompanysvaluesystemandbehaveaccordinglyShowpersonalconvictionandcommitmenttothevision,mission,strategyRelateworkgroupexperiencetothevision,missionandvaluesandhelpkeeppeoplefocusedBepresenttotheworkforceinwaysthatmakethemfeeltheyarebeingledbysomeonewhounderstandsandcares,Source:RogerDAprix,ManagersRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet,HowcanIhelp?,Empowerment,ProvidegenuineopportunitiesforinvolvementEmpowerpeopletotaketheinitiativeandmakedecisionswithoutsecondguessingthemSupporttherisktakersevenwhentheymakeamistakeRecognizeandrewardtruecontributionEncourageandsupportcross-functionalcollaborationPromotemutualtrustandcommitment,Source:RogerDAprix,ManagersRoleEmployeecommitmentisearnedonlyafterbasicneedsaremet,HowAreWeDoingToday?,Measurements,regularupdatesfrommanagerXX%SaymanagerinspireshighperformanceXX%TreatedwithrespectXX%SaythewayweworkisdrivenbyGEValues,Vision,mission,strategyXX%SaybusinessiswellrunXX%Saybusinessiswell-positionedforgrowthXX%Saycommunicationinbusinessisopen,honest,CommitmentXX%SatisfiedwithGEXX%SayworkgiveschancetoshowwhattheycandoXX%Giventheopportunityforchallengingassignments,Source:RogerDAprix,Marketplace-based,Listening,recognitionXX%Saygoodideasadoptedregardlessofwho/whereXX%SaymanagershowsappreciationXX%Rewardedforgoingaboveandbeyond,Feedback,performancereview,coachingXX%ReceiveongoingfeedbackXX%SayworkinghereofferschancetogrowanddevelopXX%Sayexperience,skillsgainedatGEincreaseopportunities,JobresponsibilitiesXX%Saytheirjobresponsibilitiesarecleartothem,WhyAreWeHere?VoiceoftheEmployee,HowcanIhelp?,6,Whereareweheaded?,5,HowamIdoing?,2,Howsmyunitdoing?,4,Doesanyonecare?,3,1,Whatismyjob?,DeliveringEffectiveCoaching&Feedback,WhatisCoaching?,CoachingisaninteractiveprocessofhelpingothersreachtheirgoalsCoachinginvolvesunlockingapersonspotentialtomaximizehisorherperformance,WhatCoachingisandisnot,Coachingisnot:DirectingTrainingCorrectiveactionReprimandingMentoringTherapy,Coachingis:FocusedWorkrelatedOnetooneAcontinuousprocess,TheCoachingProcess,Strategy,Advocate,Inquire,ReflectiveListening,TheCoaching/CommunicationProcess,Inquire(Ask)aboutacoacheesabilitiesandgoalsusingopenendedquestionsReflect(Listento)thecontentandfeelingofwhatthecoacheeissayingAdvocate(Tell/share)perceptionsandstandardsacoacheeneedstomeet,Feedbackwillformthebasisforyourdiscussions,Feedback,GAPS,SMART,ActionPlanning,ReflectiveListening,Advocate,Inquire,SOI,Strategy,FeedbackinCoaching,WhatisFeedback,Feedbackisusedtomakeapersonoragroupawareofabehavioryouseeandhowthatbehaviorisaffectingcustomers,thebusiness,theteamoryouFeedbackisakeystepinmovingthroughthecoachingprocess,Aftercompletionofaproject/initiativeWhenbehaviorpatternsemergePeriodicprogressreviews/updatesInformalluncheons/discussionsInterimcoachingEMS/annualperformancereview,Whentogivefeedback,DeliveringFeedback,Self-Feedback,MotivationalFeedback,DevelopmentalFeedback,Coachasks(Inquiry):Whatdoyouthinkwentwell?Whatmightbeimproved?,Coachofferspraiseforpositiveactions.REMEMBER:Neverusetheword“but.”,Coachofferssuggestionsforfutureimprovement.,PresentingFeedback,CrisisCommunication,Adifficultperiodofpotentialoractualharmtoemployees,ordamagetothecompanysbrandorfinancialstability,triggeredbyasuddeneventorlong-smolderingissueWhileterroristactsfallintothisdefinition,sotoodowidespreadITfailuresornaturaldisasters,amongotherthings,WhatisaCrisis?,CrisisCommunicationGoalsLeadershipagreementineverystep,Makeitclearthatemployeessafetyisthefirstconcern,ifapplicableDescribefactsandactionsbeingtakenasyouknowthemtellthemwhatyouknow,whatyoudontknowandwhenyouthinkyoullknowmore.Thenfollow-up!EnsureyourmessagesareconsistentwithbusinessmessagesCreatearegularforumforemployeestoask/submitquestionsandforyoutoprovideanswers,CrisisCommunicationGoals,CreatingACommunicationPlan,Assess,Plan,Do,Check,StrategicCommunicationsProcessContinuous,IterativeProcessforCommunication,Task,Tool,-Assessemployeeneeds-Focusgroups-Informaldiscussions-Employeesatisfactionsurvey-EmployeeNeedsAssessment(Toolkit),Assessleadersattitudes-LeadershipAssessment(Toolkit)Assessbusinessneeds-BusinessNeedsAssessment(Toolkit),StrategicCommunicationProcessStartbyassessingwhereyouareandwhereyouneedtogo,Assess,EmployeeNeedsAssessment,Assess,BusinessAssessment,Assess,LeadershipAssessment,Assess,StrategicCommunicationProcess,Task,Tool,-Identitystakeholders-CommunicationsPlanWorksheet(Toolkit)-DevelopKeyMessages-KeyMessageWorksheet(Toolkit)-Selectcommunicationvehicles-Employeesatisfactionsurvey,Plan,What:ishappeningandwhatsnextWhy:wearedoingthis(marketconditions,competitors,businessneeds)Who:willbeaffected(business,department,individuals)Where:youcangoforinformation&questionsWhen:youllhearmore,Whatdoesthebusinessneedemployeestohearandwhatdoemployeeswanttohear?,KeyMessages,Plan,KeymessagesarethosethreetofourpointsyouwantyouraudiencetorememberKeymessagesshoulddriveorsupportbusinessoutcomesKeymessagesshouldbe.simplesupportablehonestconsistentrepetitiveKeymessagesmustbetailored/relevanttostakeholders,DevelopingKeyMessages,Plan,CommunicationsPlan-KeyMessages,Plan,Digitization,DigitizationmeansThismakesourprocesseseasier,faster,cheaperbyOurbusinessislookingatdigitizationinthefollowingareas,ThiswillimpactourteambyThiswillimpactyourworkbyIdlikeyouto,WeneedtoconsiderHereshowwellprioritize,IllbyMyexpectationsareLetsfollowup,or,One-wayCommunicationPrintVoice-mailE-mailIntranetBulletinboardVideo,Two-wayCommunicationOne-on-onemeetingTeammeetingDepartmentmeetingInformaldiscussionsWebchat,Howshouldyoudeliverthemessage?Themorechangerequired,themoreconsistent,two-waycommunicationyoullneed,Plan,TypesofVehicles,TypeWritten,SamplesE-mailsLettersNewslettersIntranetOnlineChat-Webchat-Sametime,UseforBroaddisseminationDocumentationMessagereinforcementImmediateBroaddisseminationMessagereinforcementQ&A,InteractionOne-wayCanbeone-wayortwoway,Verbal,One-on-onemeetings-Formal-InformalGroupmeetings-Largeorsmall-Skiplevel-Roundtable-WalkthefloorVoicemail,Influencebehavior/attitudesCheckforunderstandingRecognitionFeedback/coachingInfluencebehavior/attitudesCheckforunderstandingRecognitionUrgentrequests/informationData“snippets”Actionto-do,Two-wayTwo-wayOne-way,Plan,StrategicCommunicationProcessIfyoudontreachasharedunderstanding,youhavenotcommunicated,Task,Tool,-Deliverthemessage-Agenda-Meetingchecklist-Checkforunderstanding-Informaldiscussion-Requestactionplan/prioritylist-Solicitfeedback,Do,TeamMeetingChecklist,MessageChecklist,Do,StrategicCommunicationPlanAtaGlance,Do,StrategicCommunicationProcessChecktheeffectivenessofyourcommunicationsandadjustyourplanbasedonthefeedback!,Task,Tool,-AssesstheeffectivenessofindividualcommunicationsAssesstheeffectivenessofyouroverallcommunications,-Plus/DeltaInformaldiscussionFocusgroupsGEOpinionSurveyAssessmentsPulsesurveys,Check,Tools,CommunicationsPlanWorksheet,Whodoyouneedtocommunicateto?YourteamThebusinessIndividualsCustomers,BusinessStrategyWhatisthepurposeortopictobecovered?SpecificCommunicationorEventWhatarethekeymessagesthatyouwanttodrivetoyouraudiences?,Whatvehicleswillyouusetodistributeyourmessagestoyouraudiences?Modchatemailallhandswebcastone-on-onemtg,Howoftenwillyoucommunicate?weeklymonthlyquarterly,Whatwillsuccesslooklike?Howwillyouknowwhenyougetthere?,-E-mailfrombizleaderTrainingManagersMinuteMgrcommwebsitePerformancereviews,When:Frequency,Managers,Allemployees,Directreports,HRMs,ImproveOpenandHonestCommunication,MgrsarethelinkinopenandhonestcommbetweenthebizandemployeesImprovingmgrcommwillincreaseemployeesatisfaction,productivity,anddrivebusinessgoalsCommisacoreleadershipcompetencyBusinesswillusecommmetricsinleadership,mgrperformanceevaluationsHRMs:Youalsowillhelpsupportinitiativeacrossorganization,BusinessiscommittedtoimprovingopenandhonestcommunicationWillusecommmetricsinleadership,mgrperformanceevaluations,-E-mailfrombizleaderTrainingPerformancereviews,-E-mailfrombizleaderTrain-the-trainerPerformancereviews,-E-mailfrombizleaderAll-employeebroadcastsFocusgroupsProgressupdates,-1x1xOngoing,-1x1xMonthlyOngoingOngoing,-1x1xOngoing,-1xBi-monthly1xQuarterly,GEOpinionSurveyFocusgroupsInformalfeedbackRetentionofhi-potentials,GEOpinionSurvey,GEOpinionSurvey,GEOpinionSurvey,Who:Stakeholder/Audience,What:Purpose/Topics/Messages,How/Where:Activity/Vehicles,Measurement:Howwillyouknowifyouweresuccessful?,SampleInitiativeCommunicationsPlan,SampleCommunicationsCalendar,Thursday,Monday,Tuesday,Wednesday,Friday,5,12,19,26,September2005,8-