Author:KimSoskinContributors: SusanCaraviello

PeteSamson JohnClarke

bcmunicationBasicsObjectivesofmunicationPlanningyourmessageDevelopingyourmessageDeliveringyourmessage:speakingDeliveringyourmessage:writingKeytakeawaysAdditionalresourcesAgendaObjectivesofmunicationPlanningyourmessageDevelopingyourmessageDeliveringyourmessage:speakingDeliveringyourmessage:writingKeytakeawaysAdditionalresourcesAgendaConfirmworkisonrightpathResolveopenissuesActonarmendationCloseadealIngeneral,theobjectiveofmunicationistoenableyourtargetaudiencetounderstandwhatyouintend.Specifically,mostbusinessmunicationseekstoexcitethetargetaudiencetoaction.EffectiveBusinessMessages(1of2)Precision,succinctness,andprehensivenessHonesty,accuracy,andlogicalTimelinessandrelevanceConvictionBusinessmessagesshareseveralcriteriaforsuccess.EffectiveBusinessMessages(2of2)SenderdeterminesintendedobjectiveandmessageSendertransmitsmessagethroughspeakingorwritingListenerreceivesmessagetakesininformationinterpretsitcreatesmeaningIftheinterpretationmatchesintention,municationissuccessfulmunicationissuccessfulwhenthemessageisreceivedasitwasintended.HowmunicationHappensObjectivesofmunicationPlanningyourmessageDevelopingyourmessageDeliveringyourmessage:speakingDeliveringyourmessage:writingKeytakeawaysAdditionalresourcesAgendaClarityreinforcesthelogicofyourargumentistheinformationaccurateandpertinent?istheargumentlogical?doesitexcitetoaction?Connectionbuildsyourrelationshipwithyouraudienceisyourmessagerelevanttoyouraudience?doesyourinteractionstrengthenyourrelationshipwithyouraudience?Asyoudevelopyourbusinessmessage,focusonclarityandconnectiontoenableyouraudiencetobetterunderstand,accept,andactonwhatyoumunicate.ClarityandConnectionCreatingaMessageTherearethreestepstocreatingamessage.Clarityandconnectionplayapartineachstep.ClarityConnection1.PlanDetermineyourobjectiveTargetdesiredoueIsolatekeymessageIdentifyissuestoaddressAudiencemunicationneedsImpactofmessageonaudienceYourownmitmenttomessage2.DevelopStructuremessageTellthestoryGetfeedbackReviseTailortoaudience3.DeliverMonitoraudienceresponseCheckinStepUseappropriatemediaandexpressionClarityinPlanning:DetermineYourObjectiveObjectivescaptureyourintentionforthemunication.Theyrangefromdesiredpassivetoactiveresponsesfromtheaudience.IntentionObjectiveIncreaseawarenessofsituationspecificsInformCreateawarenessthataproblemexistsDrawattentionAchieveagreementthatactionshouldbetakenConvinceUrgetakingaspecificactionExcitetoactionPassiveResponseActiveResponseClarityinPlanning:TargetYourDesiredOueThedesiredoueisthechangeinperceptionortheactionyouwanttheaudiencetotakeinresponsetoyourmessage.IntentionObjectiveDesiredOueIncreaseawarenessofsituationspecificsInformAudienceacknowledgesthenatureofthesituationCreateawarenessthataproblemexistsDrawattentionAudienceagreesthereisaproblemAchieveagreementthatactionshouldbetakenConvinceAudienceagreestoconsideroptionstocurrentactivityUrgetakingaspecificactionExcitetoactionAudienceimplementsrmendationClarityinPlanning:IsolatetheKeyMessageIsolatethekeymessagebasedonyourobjectiveandthedesiredoue.IntentionObjectiveDesiredOueMessageExampleIncreaseawarenessofsituationspecificsInformAudienceacknowledgesnatureofsituationProductXislosingshareCreateawarenessthataproblemexistsDrawattentionAudienceagreesthereisaproblemSharelosswillhavesignificantimpactonearningsAchieveagreementthatactionshouldbetakenConvinceAudienceagreestoconsideroptionstocurrentactivityMarketingofProductXisineffective,changesrequiredUrgetakingaspecificactionExcitetoactionAudienceimplementsrmendationChangethepricingstructureofProductXPassiveResponseActiveResponseOutlinetheaudience’sconcernsidentifyproblemsandopportunitiesclarifyquestionsdescribeobstaclesOrganizedatatosubstantiateyourunderstandingoftheissuesExplorestrategiestoresolveissueswhenappropriate,makearmendation(s)Onceyouknowtheobjective,thedesiredresult,andthekeymessage,identifytheissuestoaddress.ClarityinPlanning:IdentifytheIssuestoAddressSuccessinmunicationhingesuponathoroughunderstandingofyouraudience.LevelandInfluenceCEO/PresidentOperatingManagersAnalysts/techniciansSophisticationEducationFamiliaritywithdetailsofsituationbeingdiscussedFluencyinbusinessconceptsandmodelsInformationProcessingStyleWordsvs.data/graphicsActivevs.passiveDirectivevs.participativedecision-makingConceptualvs.practicalmunicationEnvironmentWrittenororalOne-on-oneDiscussionLecture/speechControversialNatureofConclusionsPrior/existingbeliefsCareer/powerimpactofanalysisandrmendationsOrganizationcultureExistingRelationshipTenureStrengthClientPerspectivesAttitudetowardtopicAttitudetowardBainAttitudetowardyouConnectioninPlanning:ConsiderYourAudiencemunicationeffectivenessincreasesthemorethesenderlinksthemessagetoaudienceneeds.Audience-focusedNeedMessageObjectivemitmenttospecificactionorrmendationfortlevelconcerningworkCredibilityinyourknowledge,experience,andexpertiseAwareness,opportunitydefinitionDataandotherinformationDriveadecisionoractionDemonstrateprogressalongatimelineShowcaseworkandeffortspletedDrawattentiontoimmediatecriticalfactorsProvideinformation-“datadump”ConnectioninPlanning:AudiencemunicationNeedsMessagemayseemstraightforwardtoyou,but...Impactmaybeverycontroversialtoaudiencemessagemayconflictwithaudiencebeliefsandvaluesanalysismayhaveimpactonreceiver’sperformanceandcareerrmendationsmayhaveimpactonreceiver’spower/careermessagemayconflictwithorganization’scultureAudiencewillresistcontroversialaspectsofmessagemayacceptlogicbutrejectactionIfyouarenotempathetictoaudiencereaction,youwillrisklosingbuy-inAwarenessofthefullimpactofyourmessageonyouraudienceisessentialtoplanning.ConnectioninPlanning:ImpactonListenerAsanaudiencereceivesamessage,theyareassessingwhethertoacceptorrejectitstrongindicatorisconvictionofpersondeliveringthemessageifyoudon’tbelieveinwhatyousay,whyshouldthey?Audienceassessesyourlevelofmitmentto:themessagetherelationshiptheirsuccessYouraudiencewon’tacceptandactonyourmessageiftheysenseyouarenotmittedtoit.ConnectioninPlanning:ImpactofPersonalmitmentFindyourownsourceofengagementandconvictionintheworkitselfinthework’simpactonyourdevelopmentandcareerinthemessageintherelationshipintheoueStriveforpersonalauthenticitybyconsideringyourownsourceofengagementinandmitmenttoyourmessage.ConnectioninPlanning:DiscerningYourmitmentObjectivesofmunicationPlanningyourmessageDevelopingyourmessageDeliveringyourmessage:speakingDeliveringyourmessage:writingKeytakeawaysAdditionalresourcesAgendaBeclearsaypreciselywhatyoumeansayeverythingthatneedstobesaidsaynomorethanisnecessarysayitsimplyanddirectlyConvincewithlogicusestructuredargumentgatherandorganizeevidenceConnectbytailoringyourmessagetoyouraudienceMakeyourmessageprehensive,butconcise.DevelopingYourMessage:BasicConceptsStructuregoverns:sequenceofideasorderpriorityrelationshipbetweenideaslogicresultingstorylineUsealogicalstructuretopromotemessageclarity.ClarityinMessageDevelopment:StructuretheMessageAudiencehaslimitedamountofmentalenergyto:recognizewordsandinterpretideasdeterminerelationshipsbetweenideasprehendsignificanceofideasStructureallowsprehensionwithleastamountofmentaleffortincreasesaudience’sabilitytograspquicklyideas’significanceStructuringideasfocusestheaudience’smentalenergyonthemostimportantactivity:prehendingthesignificanceofwhatyouhavetosay.ClarityinMessageDevelopment:BenefitsofStructureBuildonAnswer-FirstworkplanningorganizationpyramidstructureusedtoorganizeanalysisandworkprocesslogicallyApplysameapproachtostructuringmunicationleverageslogicstructurefromanalysisphasesavestimeincreasesclaritypromotesunderstandingandretentionreduceslengthofmunicationAdaptAnswer-Firstworkplanningtostructuringyourmunication.Answer-FirstStructureAnswer-Firstsequencesideasinalogical,top-downorder.SituationplicationQuestionAnswerKeyAssertion1KeyAssertion2KeyAssertion3SupportingAssertionSupportingAssertionEvidenceEvidenceAnswer-First

TheAnswer-Firststructureuseslogictopromoteclarity,understanding,andretention.Thestorylineuseswordstomakeyourmunicationpelling.Instructuringyourmessage,youhavedeterminedoverallcontentwhatpointstomakewhentomakethemIndevelopingthestoryline,youmusttranslatethestructurecontentintospecificwordsthatengagetheaudiencewhattosayabouteachpointhowyouwillsayitClarityinMessageDevelopment:TellingtheStoryAddinformationandmeaningtoeachassertion,keypointandsupportingpoint.Buildeachpointsothatitinformsandhasimpactsetitupprovidecontextdefinenewterms,conceptsconveyitexplainthepointproveitdiscussyourevidenceandanalysisconnectitexplaintheimpactontheaudienceconnecttothebiggerpictureDon’tleaveoutanythingthatisnecessaryDon’tincludeanythingthatisnotnecessaryClarityinMessageDevelopment:BuildingtheStoryBuildtransitionsclearlyindicatetransitionpointsexplainrelationshipbetweenideasbetweenkeypointsbetweensectionsdescribefocusofnewideaorsectionTailorforaudienceconsiderwheretheywillneedmoreorlessinformationreviewandreviseforaudiencemunicationneedsreviewandreviseforclarityandprecisionUselanguagethathelpstheaudiencefollowyourlogicandhearwhatyouintendtosay.StrengtheningtheStoryUsethedataasevidencefortheinsight,notasanendinitselfdata:“Salesfiguresforthelastthreeyearsare$7M,$6M,and$5.2M”insightandmeaning:“Saleshavefallensteadily,andourplaceinthemarketisprecarious”Usefacts,avoidspeculativeassumptionsListsourcestoincreasecredibilityBeprecisepeopleequatespecificitywithcertaintyuse“7,242newwidgets”avoid“l(fā)argesupplyofnewproduct”Frameevidencetomakeyourmunicationengagingandconvincingratherthandryandboring.UsingEvidenceUseyouraudienceanalysistoassessyourmessagefromtheirviewpointimpactofthemessageontheaudienceaudience’smunicationstyleHelpyouraudienceunderstand--andretain--whatyousayprovide“memoryimages”thatsummarizeinformationpresenteduseexamples,analogies,parisonsandimagesavoidjargonOnceyouhavefullydevelopedyourmessage,reviewitfromyouraudience’spointofview.ConnectioninMessageDevelopment:TailortoAudienceNeedsWhendraftisfinished,getfeedbackandreviseaskforinputfrompeoplewhoknowyourobjectiveandtopicknowyouraudiencewillprovidehonestfeedbackaskthemtoidentifywhereyoucanbemoreconcisehavemoreimpactbetterfocusonaudienceneedsincludeanythingyouhavemissedForimportantmunications,don’trelyonyourownperceptions.Getfeedbackonyourdraftandrevise.ClarityinMessageDevelopment:GetFeedbackandReviseObjectivesofmunicationPlanningyourmessageDevelopingyourmessageDeliveringyourmessage:speakingDeliveringyourmessage:writingKeytakeawaysAdditionalresourcesAgendaToensureyouraudienceunderstandsyouencouragefeedbackaskforideasandquestionsfromaudiencelistentomentstogaugelevelofunderstandingaskquestionslistentoresponsestogaugelevelofunderstandingToassistretentionofyourmessageassociatenewideaswiththosefamiliartolistenersuserelevantexamples,parisons,analogiesandmetaphorsperiodicallysummarizepoints,emphasizingkeymessageuseslides,providehandoutsWhenyouspeak,includetheaudiencesoyoucanhelpthemunderstandandretainwhatyousay.MakingItWorkRegardlessofthesizeofyouraudience,focusonhowyoulook,howyouspeak,andwhatyousay.HowYouLookFocusonlistener,notslidesPresentinbalanced,openstanceTalkonlytopeople,notequipmentTalktoonepersonatatimeHowYouSpeakUseshort,activesentencesUse“spoken”EnglishPausebetweenideasSpeaksoyoucanbeheardWhatYouSayThinkbeforeyouspeakShareinsights,noteffortsSharemessage,notdataClarityinDelivery:SpeakingGuidelinesUseAnswer-Firstformatsetthecontextenumeratekeypoints,thendetails“Iwanttoupdateyouon2keyissues”“Thefirstistheresponsefrommanagementtoourproposal.”“Thesecondisthefinalanalysisofourcustomerinterviews.”“Managementresponsewaspositive….”beforceful,direct,andbriefuseshort,simplewordsuseshort,clearsentencesuseactiveratherthanpassivevoicesummarizeincludeactionstepsPackageideaslogically,directly,andconciselywhenmakingBainpresentations.Bain’sSpeakingStylePrepareknowyourobjectiveanddesiredoueknowyourkeypointsknowyouraudienceanticipatereactionsandconcernsvisualizeyourselfpresentingintheactualsituationinrealtimePractice--outloudEngageyouraudienceina“one-on-one”dialoguemaintaineyecontactdeliveroneideaatatime,toonepersonatatimebreatheaskaudiencequestionsrespondtoaudiencequestionsandobjectionsUsepreparationandconnectiontoreducenervousness.Knowinadvancethedesiredoueandtheoverallflowofthestoryline.Connectwithyouraudience.IfSpeakingMakesYouNervous...ListeningisfundamentaltobuildingasenseofpartnershipwithaudienceallowsrealexchangeofinformationgivesspeakerinsightintolistenerHowever,mostofusdonotrecognizetheroleoflisteningwhenspeakingfocusedonwhatwewanttosayandaplishhaveneverlearnedhowtolisteneffectivelyTohaveimpactwhenyouspeak,youyourselfmustlearntobeaneffectivelistener.ConnectioninDelivery:TheImportanceofListeningListeningisafourstepprocess:Speakersoftenmisstwoofthefourstepsoflistening--resultinginmisunderstanding.HearInterpretUnderstandRespondHearInterpretUnderstandRespondToooftenwemovedirectlyfromHEARtoRESPONDTheresultismisunderstandingbetweenspeakerandlistenerStepstoListeningStoptalkingandreflectonyouraudience’smentorquestion,andfeelingscheckinifyoudon’tunderstand:whatisbeingsaidwhyitisbeingsaidcheckinifyouseebodylanguage,facialexpression,and/orheartonethatconveys:thereismoreintheirmentthanwhatthewordssaytheyappeartobeconfused,angry,lost,orhaveanotherpointofviewCheckyourinterpretationwithyouraudiencebeforeyourespondtomentsorquestions.MonitorAudienceResponseCheckinby:askingquestionstogathernewinformation“I’mnotsureIunderstandwhatyoumean.Couldyoutellmemore?”“Iunderstandwhatyou’resaying,butnotexactlywhy.Wouldyouexplainthatforme?”confirmingtheinformationyouhaveandyourinterpretationofit“Soyou’reconcernedthatthetimingisoff,andwecouldmissyourdeadline,right?”Checkinbyinteractingwithyourlistener.Askquestionsand/orconfirmyourinformationandinterpretation.CheckingInListenercanthinkfourtimesfasterthanaspeakerspeaksmightloseinterestinspeakermightanticipatewhatthespeakerintends--incorrectlyUsethinkingtimetolearnmoreaboutyourlistenerlistenbetweenthelinesassessthespeaker’spointofviewregardingyourpointandtopicanticipatewhatmaybeingnextweightheevidence,proandcon,presentedbythespeakermentallysummarizewhatthespeakersayswhilelisteningYouraudiencethinksfasterthanyouspeak.ListeningandThinkingSpeedObjectivesofmunicationPlanningyourmessageDevelopingyourmessageDeliveringyourmessage:speakingDeliveringyourmessage:writingKeytakeawaysAdditionalresourcesAgendaUseAnswer-Firststructureconveykeypointsimmediatelyprovidesolidlogicusestructuretoleveragereader’stimeBeconciseWritewellPresentideaslogically,directly,andconcisely.BainWritingStyleUsetheactivevoiceUsepreciselanguageUseplainEnglishuserealwordsinsteadofjargonUseappropriategrammar,spelling,andpunctuationTowritewell,observefourguidelines:ClarityinDelivery:WritingWellPuttheactorbeforetheactionpassive:“TheearningsofpanyXwereincreasedin1997”active:

panyXincreasedearningsin1997.”Saywhoacted,notjustwhatwasdonepassive:

“Anewrmendationhasbeenprepared.”

active:“Themitteepreparedanewrmendation.”Usetheactivevoice.WritingWell:ActiveVoiceWritingWell:PreciseLanguageUsepreciselanguageratherthanvagueterms.LocatetermsthatconveygeneralitiesReplacethemwithspecificspanyX’smarketsharehasdecreasedanVague:panyXhasbeenintroubleforawhile.”MoreSpecific:panyXhaslostmarketshareoverthelastfouryears.”MostSpecific:averageof6%eachyearforthelastfouryears.”ReduceplexityandspeakinplainEnglish:plex:“Ahalttotheongoingoverrunsisabsolutelyimperative.”plainEnglish:“Theoverrunsmuststop.”Avoidanyjargon,made-upwordsandacronymsnotsharedbyyouraudiencejargon:“Wewill80/20the4CsanalysisandsubjecttheresultstoasnifftextusingrelevantBDPs.”made-upwords:maximization,impactfulness,contextualizationacronyms:BRAVA,RADAR,OPERAUseplainEnglishandrealwords.WritingWell:PlainEnglishThefocusgroupisbeingrunbytheclient’staskforce._____________________________________________________________________________________________________________________AcopyofthepurchasereceiptmustbestapledtothetimeandexpensesreportbeforeforwardingtoAccounting.______________________________________________________________________________________________________________________________ThedraftoftheclientproposalisattachedforyourreviewanditsreturnbyMarch15wouldbegreatlyappreciated.______________________________________________________________________________________________________________________________a.b.c.1.Rewritethesesentencessotheyare

activeanddirect.WritingWell:ExerciseRecently,welookedataplacethatmightworkfortheclient.______________________________________________________________________________________________________________________________Thereisalottocoverinthemeetingtoday,soleavetimeinyourschedule.______________________________________________________________________________________________________________________________Thepresentationwasadisaster.We’retoast.______________________________________________________________________________________________________________________________a.b.c.2.Re-writethesentencesbelowsothattheyareprecise.Useyourimaginationtoprovidedetails.WritingWell:ExerciseWritingWell:Exercise3.Sometimesthewordsbelowontheleftmaybeappropriate.Moreoften,however,simpler,plainEnglishwouldbemoreeffective.Listsimpler,moredirectalternativesinthespacetotheright.PriortoSubsequenttoImplementUtilizeSupplemental1.Activeanddirecta.Theclient’staskforceisrunningthefocusgroup.b.StapleacopyofthepurchasereceipttothetimeandexpensereportbeforeforwardingittoAccounting.c.PleasereviewthisproposaldraftandreturnitbyMarch15.Thanks.2.Precisea.Lastweek,wefoundalocationthatcouldsavetheclient$6,300inleasingcosts.b.We’llbeoutliningresponsibilitiesfortheregionalconferenceatthemeetingthisafternoon,soplanonatleasttwohours.c.Theclientpletelydisagreedwithourreasoninginthepresentation.WeneedtotalkwithCarlaandJackimmediatelyifwewanttokeepthisaccount.WritingWell:Answers(1of2)WritingWell:Answers(2of2)PlainEnglishPriortoBeforeSubsequenttoAfter,followingImplementStart,beginUtilizeUseSupplementalExtra3.FussyEnglish1.Openwithadescriptionofsubjectandpurpose2.Statekeypointsfirst3.Elaborateonkeypointsprovideinformation,data,analysisprovideonlywhatisrelevantseparateoutsupportingdata-useasbackup4.Clearlystatedesiredaction5.Endwithofferofadditionalhelp,ifneededClearlyconveythemunication’sfunction.LettersandMemosTo: AllStaffFrom: StevenTallman,WorldwideDi