simplify, Simplify, SIMPLIFY ..1 ..2 ..3

Trevor writes:

From this post - MAD 7. It Only Takes 'HALF-A-DOZEN' Things! (extract below) - I am reminded that it is all to easy to fall into the trap of adding unnecessary complexity to ideas, projects, strategies, et al, that should be as simple as ...1 ..2 ..3

Too many people look to make the simple things in life too complex to understand.

Yes, most often it takes only a few things... 1, 2, or 3 things... just a 'half-a-dozen' things to ensure success in most projects.

I am resolving to simplify every idea, project, strategy I have into a 'simple as ..1 ..2 ..3' graphic presentation.

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Communication - The SECRET To Great Customer Service

Louise writes:

Why communicating with your customers in the right way at the right time is crucial if you want to retain their loyalty - http://tomatonation.com/?p=587

Here's a closing extract:

That's the secret. If you work in customer service, or you have a company that deals with customer service, you have to care. You have to say "how can I help you" and "that's absolutely no problem" and "I'll look into that right away, just let me put you on hold" and "wow, that sucks — let me sort that out for you," because not enough people do it, and because when you do, I'll remember. I know the customers bitch and whine and don't read the instructions. I know that they forget to put their street addresses on the form, and that they return stuff that they already wore at least twice, and that they try to scam you and then start bellowing when it doesn't work. I know all that. But if I call, and if I can tell that you've done your best to help me, I will remember you, and I will go around talking about how you ruled, and I will hope that that makes it worthwhile for you to continue.

Especially you, Mark at Mars Inc., because I didn't even want free M&Ms when I called to complain about the blue ones, but you sent me free M&Ms anyway. Mark is also my hero. Thanks, Mark.

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507

Employee Communication & Surveys RESOURCES

Trevor writes:

Louise identifies Robert Gray below as a great resource... take a look at some of the tools he offers for you to use - impressive:

http://www.employee-communication.com.au/templates/section.jsp?id=10

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Electronic COMPLEMENTS Face-To-Face Communications

Trevor writes:

For me, every bit of communication can serve to bolster the foundation of the message sent.

I have seen CEO's avoid putting their thoughts in writing because it contradicts what they SAY to individuals...! Have you ever met CEO's like this?

I'd prefer to get to understand how a CEO is thinking about Business Philosophy and Strategy in writing (a blog is an excellent record of this) and allow that to also stimulate face-to-face discussions.

No, for me, these tools are all complementary... and from my reading of Gray's article - To blog or not to blog, that is the question - he also seems to concede: 'Which brings us back to blogs. These are essentially online discussions. They are probably the next best thing to personal or small group discussions (or personal phone calls). If employees want interaction with the CEO about major changes, and the CEO can’t have small group interaction with most employees, then it may be worth maintaining a CEO blog. But the CEO must be prepared to put in the time and effort personally over the long haul (either permanently or for the duration of the change program). '

I certainly agree with Louise, there is just no way that anyone can hide behind 'electronic communication as a replacement for face-to-face communication'. That's the first signs of an electronic recluse!

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Face-To-Face vs. Electronic Communication

Louise writes:

As a fairly new convert I am still not sure of all the benefits and pitfalls of blogging. I am also always weary of mediums that encourage electronic communication as a replacement for face-to-face communication. So it was with great interest that I came across an article by Rodney Gray, who I believe to be a world authority on effective communication.

Gray says, “Internal communication is about influencing employees’ behaviour. Your ability to do this depends on the quality of relationships at all levels and throughout the organisation. Obviously, employees are far more likely to change their behaviour as a result of discussions with someone they trust who listens to their concerns, than as a result of reading something on screen.”

http://www.employee-communication.com.au/templates/page.jsp?id=121

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507

Business Networking Is STRATEGIC Communication

Trevor writes:

In Louise's post below - Networking Generates NEW Business - Louise points to an excellent link:

Is Networking NOT Working For You? - 9 Mistakes Networkers Make and 26Tips for Networking Success

In this link, Craig Harrison writes : 'If you can't convey your qualifications, passion and employability in 30 seconds you may not get 30 minutes in an interview. Use vocal variety, intonation and enthusiasm to speak confidently about yourself, others.'

Spot on, seems to me that business networking IS the most strategic communication that any business entrepreneur can get into.

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Networking Generates NEW Business

Louise writes:

This morning I was asked how I generate new business.

I am often asked this question, and my standard answer is 'networking'.

I may as well have told this person that I sacrifice small children or torture puppies.

Despite our having met through a mutual contact, this person was quick to tell me that networking just didn't work for them.

Judging by their body language as we spoke, I was reminded of a great article by Craig Harrison in the California Job Journal:

Is Networking NOT Working For You? - 9 Mistakes Networkers Make and 26Tips for Networking Success

http://www.craigspeaks.com/networking.htm

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507

Bridging The Communication GAP

Writes Louise:

Trevor ended his 31st January entry by asking if we are talking across each other in SA - or misinterpreting what others are communicating?

Based on what happened since then between FNB, the BLSA and Government, Trevor, best you share those Lotto numbers!

The fact of the matter is that we are doing both – we do talk across each other, with the direct result of misinterpreting and misunderstanding.

This is what is called a communication gap. But why do they occur and how can we close or avoid them?

There are 4 main causes of communication gaps. The first is that communication is so fundamental to our very existence, that nobody stops to think about the role it plays when misunderstandings happen.

Secondly, most people assume they are good communicators, so they deny responsibility for problems caused by communication gaps. They put it down to being ‘one of those things’ or that ‘it could have happened to anybody’. Even better, we blame it on somebody else, ‘They should have known’, or ‘They should have asked’.

Thirdly, there are those few people who know they are unskilled communicators, but don’t really care. They aren’t motivated to improve this skill because they probably don’t make the link between how they communicate and why they constantly create confusion.

The final reason is that most people don’t take the time to make an effort to understand each other. Take a conversation between 2 people, what could be more simple? Yet the opportunity for misinterpretation is endless.

So what can we do differently to avoid falling into communication gaps? In a nutshell – don’t make assumptions, clarify, clarify, clarify, take responsibility for how you communicate and balance your needs and goals for communicating with those you are communicating with.

Simple principles that when implemented can help us avoid confusion and misinterpretation. The outcome when we don’t? Just ask FNB, the BLSA and the Presidents Office.

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507

Prescience On FNB Communications Debacle

Writes Trevor:

Wow... I'm wondering if my crystall ball will give me this weekend's Lotto numbers. Seems that my last post had an air of prescience about it, given the FNB communications debacle that broke on Friday.

See:

How FNB was forced to drop Mbeki campaign

Why bank chickened out of crime showdown with Mbeki

Now this is an exciting challenge for a Strategic Communications company... what would you do if you were FNB's CEO and the CEO of our Government? Clearly both are affected... and what about the other 'leaders' in business? What is their complicity in this debacle? Do they also have egg on their faces?

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com
trevor@innercircleforum.com

Are We Playing GAMES In SA!

Writes Trevor:

I having this slow blinding flash of some realisation that we in South Africa are currently embroiled in communications styles that Eric Berne first wrote about in Games People Play - 1964.

Pauls Tips provides a neat summary of Berne's thoughts:

Berne thinks people's personalities are divided into three distinct egos - child, adult and parent. These are a simple as they sound:

The child is representative of our personalities when we were children - needy, emotional, charming, creative and so on.

The adult is our rational and objective side.

The parent represents our parents (or their substitutes) and the behaviors and attitudes we felt they had towards us when we were children.

It is the interaction of these parts of our personality with the equivalent child, adult and parent in others that make up our relationships. Often, when we are interacting with others, there can be two conversations going on at the same time - our adult can give the impression of talking to their adult, when in fact it's our parent who's talking to their child.

Many times I find that what people are saying is now what they mean... and often that what I am saying is not what they hear - they hear what they WANT to hear!

I'm sure that Louise is going to say that my communication is therefore not clear and specific... so I should have an interesting learning curve here.

Found this site dedicated to Key Ideas of Transactional Analysis which discusses communication techniques advocated by Berne.

Are we talking across each other in SA? And... do we do it deliberately? Or... do we misinterpret what others are communicating. If so why?

Regards
Trevor Nel - 011 - 705-2790 - www.innercircleforum.com

Communicate! That's An ORDER

Writes Louise:

Effective Communication

Connecting Employees ---> Strategy ---> Customers

What most companies believe to be effective communication is information distribution, and telling who to do what, when and where. Nobody bothers to explain why, which leaves employees angry and confused and unable to connect to change.

The opposite of this top-down reporting and informing is effective communication, a process that is well managed, involves employees and seeks and includes their feedback.

Effective communication connects organisations to their employees, and connects employees to the company strategy, their customers and other employees.

When employees are connected, they understand and support the need for change, do their jobs well and support each other during difficult times of transition.

When employees are connected, it translates into a high productivity, high performance organisation.

When employees are not connected, it translates into a high stress, high uncertainty and low productivity, low performance organisation.

Louise Barnes

Louise Barnes Communications - Strategic Communication to Enable Successful Change

louise.barnes@lbc.co.za - Tel: +27 11 482 4354 - M: +27 73 234 4507

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