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The dynamics of providing advice:
Making sure your advice is heard
Sean Nolon, ADR CounselFederal Deposit Insurance Corporation
2021
GOALS OF PROVIDING ADVICE
Present information in ways that people will:• Understand the substance of your advice• Be open to accepting “bad news”• Be excited to seek your input in the future
WHAT YOU INTEND TO SAY is not always
WHAT YOU SAY which is not always
WHAT IS HEARD
SHANNON-WEAVER-WEINER MODEL OF COMMUNICATION
1. Sender2. Encoder3. Channel4. Noise
5. Decoder6. Receiver7. Feedback
Seven Components
SHANNON-WEAVER-WEINER MODEL OF COMMUNICATION
1. Sender2. Encoder3. Channel4. Noise
5. Decoder6. Receiver7. Feedback
Seven Components
TYPES OF CHANNELS
Rich Channels• Personal• Multiple cues to aid in
decoding• Immediate feedback
Lean Channels• Impersonal• Few cues to aid in
decoding• Delayed feedback
LEAN RICH
Memo Email Chat Telephone Videoconference Face-to-face
Factors in selecting channels
Channel
Rich
Lean
Type of Task
Routine/Clear Non-routine/Ambiguous
OverloadedZone
OversimplifiedZone
Face-to-face
Telephone
Video
Memos
Tasks requiring rich channels*
1) Nuanced2) Discretionary3) Nature of the problem is not clear
and multiple solutions are possible4) Shared decision-making
*In remote workplaces, mixed-channels are probably also advisable.
Tasks appropriate for lean channels
1) Routine2) Clear decision-making authority3) Expertise can arrive at a correct technical
solution
Challenges of communicating via lean channels
1) Diminished focus2) Diminished inter-party process
cooperation3) Diminished trust4) Diminished party commitment and
investment5) Absence of additional signals6) Increased contentiousness through
negative attribution
14
Climbing Down the Ladder
1. Take a step back and ask:What was the observable data? What data did I select?What meaning did I add? What conclusions did I draw?How did my conclusions influence my subsequent observations?
2. Seek disconfirming data
Challenges of communicating via lean channels
1) Diminished focus2) Diminished inter-party process
cooperation3) Diminished trust4) Diminished party commitment
and investment5) Absence of additional signals6) Increased contentiousness
through negative attribution
Productive uses of lean channels
1) Can clarify your message2) May help gather information3) Helps to remove emotional
component4) Useful for logistics5) Good for summaries6) Checklists
Tips for using lean channels
• Avoid using a smartphone for significant communication.
• Look for an opportunity to mix in a richer media such as a conversation – if only just once.
• Seek advice before sending important messages.
Tips for using lean channels
Embrace clarity: 1. Use “bottom-line” summary sentences;2. Ask lots of questions;3. Ask counterpart to comment on parts of
your communication that were not addressed.
Tips for using lean channelsRemind your counterpart that email communications have limitations:
• meaning and intention can sometimes get lost;• tempers can run high, and;• trust can be questioned.
Example:“I’m not sure I understood you correctly; I think this may be an e-mail thing. Could you explain what you meant by this sentence …. .”
“I’m not trying to get into one of those email brawls, I’m genuinely curious about why you think … .”
“I know that working over video conference can be frustrating. Still, I feel we’ve done some great work here and that there’s a lot more to come; I hope you feel the same way.”
Examples of how to mix rich & lean channels
• Reach out via email before sending a meeting invitation
• Prepare agendas for meetings and seek input for additions
• Turn your camera on when in team meetings• Follow up face-to-face meetings with written
summaries• Use project management software to
monitor progress on tasks
Yes! No. Yes?
Yes! No. Yes?
Yes? “I am happy to work with you and your team to find another approach that will meet your needs.”
No. “To be consistent with other Corporate policies, we cannot make that argument or agree to that course of action.”
Yes! “We are all committed to advancing our mission and protecting the division.”
Yes? “And, I am happy to work with you and your team to find another approach that will meet your needs.”
Yes? “And, I do have some other ideas.”
Yes? “And, I am sure that we can find another way to get this done.”
Yes? “And, I want to talk face-to-face to make sure I understand what your goals are.”
Goals of providing advicePresent your information in ways that people will:
Understand the substance of your advice Be open to accepting “bad news” Be excited to seek your input in the future
WHAT YOU INTEND TO SAY is not always
WHAT YOU SAY which is not always
WHAT IS HEARD