Lessons Learned Communication and Trust Opportunities and Challenges

Lessons Learned: Communication and Trust Opportunities and Challenges for Collaboration RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Dr. Judee Burgoon judee@u. arizona. edu Professor of Communication & Family Studies Director of Human Communication Research, CMI Dr. Suzanne Weisband weisband@bpa. arizona. edu Professor of Management Information Systems Funded by U. S. Army Research Institute Research and Advanced Concepts Office RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Human Communication u These scientists study how people interact with each other u Credibility u Competency u Social Influence u Small Group Communication u Organizational Communication u Trust (Focus…for this exercise) RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Starting assumptions u Trust is a necessary (but not sufficient) condition for effective collaboration. u Trust is especially difficult to achieve when organizational cultures and missions differ. example: UN more lateral, aims to maintain civilian character; U. S. military more hierarchical with clear chain of command control example: different notions of transitioning and respective roles during transitioning RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Starting assumptions u Trust cannot be mandated. u Trust-building takes time. u Trust develops out of actions and interactions. u Mistakes are inevitable. u “Communication IS more difficult than rocket science. ” --Dr. Peter Likins, former rocket scientist, JPL u Recommendations to be presented are toward building “best practices. ” RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Philosophy u Uncertainty reduction essential regarding u Mission and objectives, to set stage for interactions u Organizational templates, to identify unrecognized differences in SOP, terminology, etc. u Key personnel, to establish trust, size up credibility, and overcome deeply entrenched stereotypes RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Planning u Preplanning for getting acquainted u make a high priority u don’t assume information sent = information received example: much briefing material for RIMPAC 2000 not seen or recalled by key players u assign one person oversight and planning duties for meetings and communication u build in redundancy within and across contacts RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Planning u create easily distributed guidelines example: definitions of acronyms example: military pocket guide on Helping Refugees u create retrievable bios of key personnel u prioritize information distribution u timing--determine what to share early vs. later u highlighting--what is most essential example: much briefing material for RIMPAC 2000 not seen or recalled by key players RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Scheduling and Coordination u create merged templates (e. g. , transition matrix) u recognize/identify different time orientations example: very different orientations toward timeliness, length and frequency of meetings, use of structured versus informal contacts to resolve problems u negotiate number, regularity, length of meetings example: fewer meetings preferred so people can get work done but risk coordination and communication problems RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: First Meeting u Medium--don’t assume face-to-face is ideal u Anticipate first impressions desired & given off u Identify expectations example: who is actually responsible for running meetings? example: will meetings be observed and archived for later retrieval and if so, how, and by whom? u Avoid negative expectancy violations RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: Ongoing u Interpersonal requirements: u avoid embarrassment/save face for self and unit u be respected u be validated and appreciated for one’s work example: nice effort throughout to recognize where “attaboys” should be given. was there follow-through? u maintain unified organizational front example: respondents asking whether to give political or real answer to questions RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: Ongoing u Amount: More communication … quality communication u Channels: u Need universal communication standard and gear for communication across distances example: cell phones vs. radios--which are to be used, which permit needed privacy u Decide when to use technology, including Groupware u Access: make phone numbers available RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: Ongoing u Language u need to create common culture u includes but goes beyond common vocabulary example: acronyms that create communication barriers, reinforce group differences example: emergence of common terms such as “actual” create understanding and solidarity example: UN prefers language that avoids implying hierarchy and emphasizes interfacing, committees RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: Ongoing u Recognize that nonverbal behavior may be viewed as relational messages example: ignoring people or walking away during a conversation may be viewed as disrespect example: size and centrality of tents taken as indication of degree of authority or importance u Distinguish between relational messages and poor social skills RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: Ongoing u Periodically reassess frequency and format of ongoing meetings and communication u Request input from various members during meetings example: UN explicitly requested input from various representatives whose goals might have been in conflict u Track lessons learned example: some people new to Group. Systems saw real merit in identifying and recording lessons learned RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Communication: Ongoing u Be flexible u Go the extra mile to resolve conflicts example: many military personnel showed great tact and diplomacy in dealing with delicate and potentially offensive situations u Interject humor RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST

Drinks? RIMPAC 2000 LESSONS LEARNED: COMMUNICATION & TRUST