My friend Lou Carloni has been sharing ideas about people and performance for many years and a post I received from him this morning was one that got my full attention. The focus of it was on the issues of team communications, and, of course, I will add my normal spin around experiential learning and organizational performance.
Lou’s firm was hired to study communication needs in the Baltimore-Washington Region and they interviewed, surveyed, and held focus groups with over 1000 business professionals. The question asked was, “If your organization had only enough money, resources, and time to perform training in one area of communications which area would it be: Reading, Writing, Speaking, or Listening?”
- Reading and Writing combined received 5% of the vote;
- Speaking received 40%;
- Listening received 55%.
I agree with Lou on suggested solutions. One of them was to Get There In Person.
It is not just words, it is how those all come together to drive involvement and engagement, how the issues are framed and how possible solutions are discussed. It is really hard for most leaders to truly understand all the current issues faced by performers working to meet and exceed expectations of management and customers. It is just too easy to keep doing things the same way they were done before, what I always refer to with this illustration:
The real impacts come from managers who get in front of people, asking about issues and opportunities. Lou suggests that words alone account for only 8-10% of the message in interpersonal communication; the spoken sounds account for 30-40% of the message; and the non-verbal elements account for 50-60% of the real message you are trying to send. While you might agree or disagree with the numbers, the presence of the manager up front, listening and supporting is the key.
We accomplish this with our Square Wheels approach and offer a variety of tools and toolkits to assist in the process of facilitation. I have blogged often about this in here and you can find inexpensive Square Wheels Tools on our website. We also support a variety of different team building exercises like Collaboration Journey and Innovate & Implement that are designed to involve and engage people in problem solving. All these products can be delivered by managers with their work teams.
Lou also talked about Gaining Power With The Person. To this I would also add, The Team, since people do work collaboratively in most workplaces. This connects to developing rapport and trust. One way to accomplish this with individuals, teams and groups is through our team building simulation, The Search for The Lost Dutchman’s Gold Mine. In this design, the Expedition Leader exists as a person interested in optimizing ROI and results. The expressed goal of the game is to Mine as Much Gold as WE Can!
The reality is that the tabletops do not plan well, do not collaborate and communicate with other teams, nor do they bother to ask the Expedition Leader for advice or assistance. The game leader, just like the workplace leader, exists to support individuals and teams, but the choices people make are more often to go it alone and not ask for help. In the game, and in the workplace, this measurably sub-optimizes results.
We sell a variety of different Dutchman games, at different price points, for repeated organizational use. You can find out more information about the Lost Dutchman game by going to our website.
Performance feedback is a critical component of good performers and good results, but my work with organizations has continually shown that a wide variety of improvements can be made to impact performance results. You can find a free Feedback Analysis Tool through this blog post.
Lou also talked about Skills versus Attitudes, and I am not sure that these two things are operating against each other or part of a series of competencies that are all important. I am working up an article on Flow for the blog and for the articles section of my home page. Skill is important and there is a continuum of them and skills interact with the perceived challenges people face. Flow is when these mesh together…
I will not reflect herein as to how I see differences between Lou’s thinking and mine on this other than to say that I prefer the way Bob Mager deals with the question. Lou’s website is: http://www.smbcinc.com
Hope you found this of interest and use,
For the FUN of It!
Dr. Scott Simmerman is a designer of team building games and organization improvement tools. Managing Partner of Performance Management Company since 1984, he is an experienced presenter and consultant. Connect with Scott on Google+ – you can reach Scott at firstname.lastname@example.org
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