National IMAGE Inc 44 th National Training Program

National IMAGE, Inc. 44 th National Training Program “Effective Communication” September 12 -16, 2016 Presented by: Cynthia D. Dunn “Cin-dee” Director, Equity, Diversity and Inclusion (EDI) Department of Treasury, Internal Revenue Service (IRS) Tax Exempt and Government Entities (TE/GE) Washington, DC

Who Am I? ¬ Cynthia “CIN-DEE” Dunn, Director, IRS, TE/GE, Equity, Diversity and Inclusion ¬ Longest Serving IRS EEO/EDI Director ¬ Direct report to the TEGE Commissioner/Deputy Commissioner ¬ 36+ Years of Federal Service (1980) ¬ EEO/EDI/Diversity/Civil Rights Field since 1992 ¬ Workshop Presenter ¬ Member of Various EEO National Organizations ¬ Proud Mother and Grandmother

Vanity/Personalized Plates – Exercise One ¬On your index card, write what you would submit on your personalized (vanity) license plates ¬Length should not be no more than 8 characters ¬Use only numbers and alpha characters Example: 4 CINDEE

What is Effective Communication? ¬Effective communication is defined as verbal speech or other methods of relaying information that get a point across. An example of effective communication is when you talk in clear and simple terms.

What is Effective Communication? ¬Effective communication is the glue that helps you deepen your connections to others and improve teamwork, decision making, and problem solving. It enables you to communicate even negative or difficult messages without creating conflict or destroying trust.

The Seven “C’s” of Effective Communication Checklist 1. 2. 3. 4. 5. 6. 7. Clear Concise Concrete Correct Coherent Complete Courtesy

1. Clear To create clear messages, minimize the number of ideas you attempt to convey at any one time. Make sure that it’s easy for your reader to understand your meaning. People shouldn’t have to make assumptions to understand what you’re trying to say. Use language that is familiar to them, and media and channels that they’re comfortable with.

2. Concise Make it easier for the person you are communicating with to understand what you say or write by reducing the complexity of your sentences. Omit unnecessary adjectives and filler words. You can also reduce the amount of reading by detecting unnecessary sentences and repetition.

3. Concrete When your messages are concrete, they convey clear pictures to your audience. This makes them practical, useful, and focused. Include in your messages just enough detail and facts to convey the meaning. Use appropriate words, pictures, and gestures to make your message solid and easily understood.

4. Correct Ensure your communications are free of spelling and grammatical mistakes. Check all facts, names, and titles to assure that they are spelled correctly. If necessary, find someone to proofread your work as you may not pick up on your own errors.

5. Coherent Ensure your communication to the learners is coherent by checking it makes sense and is logical – all points should be connected and relate to the main topic. The tone of any text should be consistent and the flow of the words should be easy to follow. Where possible, ask someone to check materials for coherence before it is published.

6. Complete communication gives the listener everything they need to be informed or instructed. They also contain everything required to fulfill their purpose or goal. Check that you have included all relevant facts, information, and directions. Where necessary, include deadlines and clear “calls to action”

7. Courteous Communication with your listeners should be courteous. This means it is friendly, open, and honest, keeps their viewpoint in mind, and is empathetic to their needs. Communicating with your audience this way help earn their trust and respect.

5 Most Common Types of Communication Conflict ¬Interdependence Conflicts ¬Differences in Style ¬Differences in Background/Gender ¬Differences in Leadership ¬Personality Clashes

Personality Clashes All types of conflict in the workplace can be messy but it is the differences in personality that causes the most grief. Statistics show that 85% of dismissals in the Civilian Labor Force (CLF) in the US are due to personality conflicts.

Reasons for Communication Conflict in the Workplace • The Aging Workforce • Federal Government shrinking – Having to do more with less • 5 Generations in the Workplace • Stressors at Home - Caring for elderly parents, spouses; Grandparents raising their grandchildren, Children returning home after college ¬Can you think of other reasons?

Life expectancy for the US According to the 2014 World Health Organization – Life Expectancy: Overall = 78. 8 years Female life expectancy = 81. 2 years Male life expectancy = 76. 4 years

Federal Government Down-Sizing ¬ ¬ ¬ Severe Budget Cuts Freeze on COLA; Low % increase Special Act Awards Training dollars cut for employees Pay for Performance What changes have you seen with the Federal government since you became a federal employee which may cause conflict in the workplace?

5 Generations in the Workplace

5 Generations in the Workplace ¬Matures/Traditionalists: born before 1939 – Hard Workers, High respect for rules, considered the silent generation ¬Baby Boomers: 1940 – 1963 – Personal gratification, started the workaholic trend, team-oriented ¬Generation X: 1964 – 1980 – “Prove it to me”, technology driven, short attention span (talk in short sound bites) ¬Generation Y: 1981 – 1990 – Optimistic, Instant gratification, very diverse, will resent those who talk down to them ¬Generation 9/11: born after 1991 – Less optimistic about the future, questions the importance of College, want to be treated as adults, not children 20

Keeping Generational Biases Out of the Workplace • • • Understand that generations, like ethnic traits or other personal characteristics, help make us who we are. These differences contribute to a diverse and vibrant workplace. Respect those differences. Try to understand those differences and think positively about them. Treat others with respect at all times. Try to avoid all stereotypes, be they negative or positive. Remember that all traits of a generation may not apply to everyone in that generation. Try to be flexible with others. Explain to others why it is wrong if you feel that you’re being stereotyped. Try to learn from one another what each generation has to offer. Be inclusive when forming teams; try to have all generations represented.

Stressors at Home ¬Caring for elderly parents ¬Caring for spouses ¬Grandparents raising their grandchildren ¬Children returning home after college

Employee Assistance Program (EAP) ¬ The EAP is a free benefit program to help you and your family in many ways. It provides no cost, confidential services. EAP provides you access to a nationwide counseling network to help you deal with a variety of personal and/or work related problems. EAP counselors are licensed professionals. ¬ How EAP can help: Depression, stress, anxiety, additions, anger, marital or relationship issues, parenting issues, grief and loss, drug and alcohol abuse, caregiving, eldercare, coping with change, workplace issues, career transitions, job pressures, self improvement, major life change…just to name a few! ¬ EAP 24 hours a day, 7 days a week: 1 -800 -977 -7631 ¬ EAP website: www. guidanceresources. com (first time users will need to enter the company ID number when prompted). 23

Picture This – Exercise Two ¬You are to solve as many of the 12 picture puzzles as you can. ¬You will have 10 minutes to complete. ¬Be prepared to share your answers. 24

Effective Communication is key! Listen 2 x more than you speak; Ensure what you are saying is relevant to the workplace and can be repeated; Speak purposefully; and Speak with professionalism.

Effective Communication: Is This Appropriate? v. He said/She said v. Jokes v. Favortism v. Yelling/Raising Your Voice

Tips on Effective Communication when Dealing with Conflict Treat people with respect, maintain their sense of self-worth Be human, be positive, and keep your sense of humor “ Sleep on it!” before reacting (particularly email) Be consistent in the way you treat people Be careful of defensiveness in response to complaints Show gratitude and recognize good work, and do it timely Be honest follow through on promises and don’t over promise

Tips on Communicating with One Another ØAVOID CONFRONTATION!! ØAVOID INAPPROPRIATE REMARKS ØMAINTAIN PROFESSIONALISM AT ALL TIMES

Inclusion is Key! Working Together Works!

Color Block – Exercise Three ¬I will ask for several volunteers to come forward ¬I will hold up an index card, please identify the color on the card. ¬Sounds easy, right? ¬Ready, set, go!

How Can You Acquire Effective Communication Skills? ¬Enroll in your agency’s Leadership Courses (ELMS, FLRP, SLRP, XR, XD) ¬Include Leadership Activities in your CDP (ask for developmental details, shadowing assignments, identify a Leadership course) ¬Books 24 x 7 ¬Seek Mentoring Programs ¬Tuition Assistance Programs (TAP)

Effective Communication Tips on Engaging with Others ¬ Keep Your Word ¬ Be Fair and Respectable to All ¬ Be a Good Communicator ¬ Be Flexible ¬ Be Organized ¬ Delegate ¬ Set an Example ¬ Be Consistent ¬ Give Praise ¬ Ask for Help

Effective Communication using the F. A. I. R. Approach ØF ØA ØI ØR = Feedback = Assistance = Inclusion = Respect

Effective Communication Quote “The effectiveness of communication is not defined by the communication, but by the response. ” Milton Erickson

Questions?

Contact Me Cynthia D. Dunn, Director, EDI Internal Revenue Service, TE/GE 999 N. Capital Street, N. E. Washington, DC 20003 Office (202) 317 -8651 Blackberry (202) 360 -0867 Email: Cynthia. D. Dunn@irs. gov