Tag: communication

Managing conflict

Think No Comments

Conflict is simply defined as any difference of perspective in terms of opinion and want.

The key challenge in many teams and organisations is not avoiding but harnessing this difference to ensure ideas are fully tested and the best outcomes are achieved.

As part of our advanced team training we introduce colleagues to the work of John Heron and Thomas (and) Kilman to provide some practice tools and ideas. One method we return to time and time again is Dilemma Resolution.

They key? How get into the 2nd person point of view (ie see things through the other persons eyes) as well as the 3rd person perspective too .

Do contact us if you want information on any of these tools.

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Interesting turn of phrase

Personal productivity No Comments

One of our team pointed this out…

In keeping with a positive theme at Apple’s retail stores,

those who hold the title of  “Genius”  are reportedly told to say

“as it turns out”

rather than use the word

“unfortunately”.

This choice of language is intended to sound less negative for situations when a Genius cannot solve a customer’s problem.

Might you try that?

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Helping your customers choose.

Do No Comments

This website from a hospital was pointed out to us by a client this week. It gives patients as much information as possible to guide their decision about whether, where and when to go to emergency health services in Lincolnshire.

We like this.

What can you do to help your customers make the most informed choices about your products and services?

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Tell them how you’re doing (before they ask)

Personal productivity, Reflect No Comments

I was getting a car tyre valve looked at.

I noticed a load of review cards in date order on the wall – listing satisfaction out of 5 (and why) for a random set of customers.

The surprise? 

They had put up the low scores too – the ones at 2/5 complaining of glitches and the ones at 4/5 complaining of cost.  Interestingly, none were complaining of the technical quality of the engineering.

The lesson? 

In an era of web based reviewing and polling, maybe it is worth getting there first and being open – it impressed me.

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More playful communication…

Think No Comments

 

…from a meeting room we worked in.

energy saving poster

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Artful headliners

photos, Think No Comments

Sun headline

 

Playful copy editors get everywhere…now even at the FT.

Follows a recent favourite from the Sun during some warm weather – Elton John looking at photo of David Furnish holding their baby with the headline of “Don’t let my son go brown on me”.

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What does your ‘out of office’ say (about you)?

Think No Comments

Here is an analysis of ‘out of office’ replies we’ve received over the summer. 

The rationale? To explore the patter and to give us all with some options for what to do.

There was a wide range of styles, largely varying in regard to 7 factors:

– any greeting at start
– any named sign off at end
– statement of which days they are not around
– whether they will be checking in the interim (does the BB rule ?)
– explanation of why not able to answer
– whether any contact person is given
– the number of ways to contact them.

Here are some examples. Which do you like and which do you loathe?  What do others need from these messages? What does your personality favour?

 

The fully factual: no pre-amble, no grateful ending (though all use please !)

This is the dominant style – guided by the default wording in Outlook. It would be great to know the Myers Briggs type of these folk.  We guess I (not E)

I am currently out of the office with limited access to my e-mails. I will be back on Tuesday, July 15, 2010. In my absence, please contact….

I am away from 11th August to 6th September. For anything important please contact…

I will be out of the office starting 11/08/2010 and will not return until 13/08/2010.   I have no access to my emails and will reply to your message on my return. For urgent assistance please call one of my colleagues on …

I will be back in the office on Tuesday 12 Aug to deal with your enquiry.  Please call xxx for urgent enquiries.

I am now out of the office on annual leave until Tuesday 31 August 2010.  If your email is urgent, please contact

 

The getting-grateful: no pre-amble, bit of appreciation in the ending

I will be out of the office starting  12/08/2010 and will not return until 13/08/2010.If this is urgent, please contact my PA… Thank you.

I am currently on holiday and will return to the office on Monday 23 August. If your message is urgent, please contact … I will reply to you as soon as I can.  This message has not been forwarded. Kind regards

FYI. I am now out of the office until Wed so will be in touch then. Many thanks!

 

The getting personal: the start of the name

I am now away from the office until Monday 9 August and will not be picking up e-mails. If your message is urgent, please contact …, otherwise I will respond when I return. Kind regards R

Thank you for your email.  I am currently on leave until Tuesday, 3rd August 2010. If your email is urgent, please contact ….  kind regards  E

 I will be out of the office starting  29/07/2010 and will not return until 30/07/2010.  If your enquiry is urgent please contact … for workforce information issues,  or alternatively I will respond on my return. Thanks J

 

The higher rapport: person based start and end, and with a bit of explanation

Hello.  I am on leave until 9 August – please contact … in the meantime.  With thanks P

 

The no-other-contact: no details of others

Thanks for your message. I am taking a break so only checking email intermittently. Best P

 

The third person

M is away until Monday 9th August 2010.  If your message is urgent please contact …. Thank you  For the latest news and commentary from … follow us on Twitter

 

The full: including names, numbers and emails

Thank you for your e-mail. I am out of the office  until Monday 2nd August and will not be able to access emails or phone messages. If you require an urgent response, please contact… Otherwise, I will respond to your query at the earliest opportunity.  Best wishes B

 

The wow!

I am away from 14th July to 7th August on fieldwork in East Greenland.  For anything important please contact xxx

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Make time to make it telling

Plan No Comments

We like the quote from Pascal, paraphrased as: “I have written you a long letter as I didn’t have time to write you a short one.”

We like these headlines too – showing the power of simplicity and playfulness in The Sun.

newspaper headlines

All of which takes time (and effort and skill).

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In praise of PowerPoint

Do No Comments

David Byrne of Talking Heads has become an unlikely advocate of PowerPoint as a creative tool for getting your ideas across.

Now established beyond the popular music world into writing, theatre and film, he also produces art with a .PPT file extension!

Having thought it a limited and ‘corporate’ tool to start with, experimentation has enabled him to create rich and interactive images.

So maybe it’s time to take a stand against the backlash on PowerPoint slideware (or Keynote or whatever) which has been going on for a couple of years at least.

Why do so many people rush to join the condemnation of an efficient tool for conveying complex ideas? Why not also have a backlash against the novel in book form? After all, that’s another highly formulaic medium where information is carried in a fundamentally limited way – using only the power of narrative – and it has many drawbacks.

There are rubbish novelists as well as great ones (try comparing Charles Dickens, Jackie Collins, Leo Tolstoy, Jody Picoult, Alasdair Gray, Tomas Hardy and Honore de Balzac).

As well as those who regularly bore or beffudle us with endless dreadful slides there are those who influence and inspire with pace and passion. TED.com and Pecha Kucha have plenty of examples and we all know people who are good (or even great) exponents of the medium.

Having the potential to use software (as with a pen or a paint brush) should be seen as a help not a hindrance. Like David Byrne, we should want to make the most of our chance to communicate with others and take the effort to produce great work.

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Take time to get the picture

Think No Comments

PowerPoint often gets a bad press as a medium for communication. The Metro newspaper, for example, suggests that army generals are resisting being presented with graphics like the one below (taken from a report on stability in Afghanistan).

mindmap1

It’s an interesting example of why not to take the headline at face value and the impact of the author’s prejudgments on the tone of the piece:

  • the graphic almost certainly wasn’t created in PowerPoint
  • there are no bullet points
  • take a second and you discover that it tells you a lot quite quickly (eg they think there are 11 big factors affecting the situation, you can see what those are and get a sense of how they fit together).

In fact, this is an example of a systems map. Even for those not involved in creating it or trained in systems modelling, this sort of graphic can be useful in informing and stimulating thinking.

It only needs us to take a few moments to look properly at something to start seeing what’s really there.

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