BRIDGING THE GAP TO PRODUCTIVITYLECTURE-WORKSHOPby Zara Jane Juan

Barriers to Effective CommunicationPrinciples of Corporate CommunicationsThe Process of Solving Customers Problem

What are the Barriers toEffective

Communication?

5 Principles of

Corporate Communications

PLAN

• Measuring communication without a strategic communication plan in place is worse than useless. Deciding to

• draw up this plan is your first move..

FIND INTERNAL CUSTOMER

• Find your Internal Customer. (This person may be the CEO, the COO or the CFO.)

• Your corporate communications department must have a single Internal Customer, and that person must be at the highest level of the organization..

IDENTIFY YOUR CRITIC

• You must know who the person who has the power to demand results from you before you can learn the business

SOLVE INTERNAL PROBLEM

• Don’t try to put communication at the top of your Internal Customer’s agenda. Find out what problems are already at the top of his or her agenda and base your communication strategy on solving those problems..

TALK SINCERELY

• Always remember: The strategic value of communications will not be clear to your Internal Customer until you use communication to solve his or her problems..

How to SolveYour

Customer’s Problem

Source: Selling is a Team Sport by Eric Baron

Phase 1: POSITION THE SESSION

• How? • Answer: Create a comfortable

climate• Tip:• In a problem solving meeting,

people need to hear the sound of their own voices as early as possible.

Source: Selling is a Team Sport by Eric Baron

Phase 2: CLARIFY THE OBJECTIVES

• How?• Answer: Task should be S - Specific A - Achievable on DeadlineS - Statement not QuestionI - Independent Solution

Source: Selling is a Team Sport by Eric Baron

Phase 3:REVIEW THE GROUND

RULES• How?• Answer:• State specific guidelines &

ground rules before meeting the problem

• Explain the roles of the participants e.g.:– Problem-owner/s (complainer)– Facilitator (solution moderator)– Scribe (recorder of the process)

Source: Selling is a Team Sport by Eric Baron

Phase 4:Analyze the Problem

• How?• Answer:• Simplify the problem by

defining it in simple terms. Your guide: “Less is More”

Source: Selling is a Team Sport by Eric Baron

Problem Info Analysis (PIA)

• Background events leading to the problem

• Rationale for why it is a problem

• Prior thoughts of the problem owner

• Problem Owner’s hopes and expectations for the session

Source: Selling is a Team Sport by Eric Baron

Phase 5:Generate Alternative

Ideas• How?• Answer:• Brainstorming

– Encourage free flowing of ideas & be brave to entertain new ideas & different perspective

– In the process of brainstorming, suspend the evaluation of ideas completely

– Participants should be tolerant, supportive & encouraging of one another’s idea/s

–

Source: Selling is a Team Sport by Eric Baron

Phase 6:Evaluate the Selected

Idea/s• How?• Answer:• Find the Value of the Idea

– The key is to find the value in the idea that on its face, isn’t yet a solution, and from there, develop it into a workable solution

Source: Selling is a Team Sport by Eric Baron

Guidelines in Selecting Ideas

• Problem owner selects the idea to develop

• Selection of idea is done after hearing all ideas of the group

• The group can decide with input from problem owner

• The group can decide even without input from the problem owner

• Ideas must be treated as dynamic entities rather than static

• Avoid becoming defensive, tense, aggressive, cynical, or passive & to use the problem solving methodology to overcome objection

• Remember reacting negatively to something new is cultural, not personal

Source: Selling is a Team Sport by Eric Baron

Phase 7:Solution / Action Plan

• How?• Answer:• Never leave a problem solving

meeting without an action plan• State the solution / action plan

– 1. what must be done?– 2. who should do it?– 3. when must it be completed?– 4. who will assist?

Source: Selling is a Team Sport by Eric Baron

STORYBOARDINGEXERCISE

OUT OF THE BOX

TEAM BUILDING