This document discusses effective communication throughout organizations. It provides an overview of communication approaches used by excellent organizations, including understanding communication needs, developing communication strategies, and enabling knowledge sharing. Barriers to communication like physiological, psychological, cultural, political, and technological barriers are examined. The importance of internal communication is emphasized through approaches like onboarding procedures, project debriefings, and employee feedback talks. Metrics from an IT industry survey on communication are presented. Effective feedback models and the use of 360-degree feedback for leaders are summarized.
3. SUMMARY OF THE LASTSUMMARY OF THE LAST
LECTURES – WHAT DID
YOU LEARN?YOU LEARN?
International Human Resources Management,
Dr. Jörg Klukas 3
4. What we have learnt.
• Overview of the EFQM Model to be applied for HR-
Departments
• Sub-Criteria 3a
• HR Planning
• HR Marketing, Recruiting, Integrationa e g, ec g, eg a o
• Succession Planning
• Employee Survey
• Sub-Criteria 3bSub Criteria 3b
• Strategic Competency Management
• Blended Learning System
• Annual Employee TalksAnnual Employee Talks
• Sub-Criteria 3c
• Target Management Appraisal
• Empowerment Motivation• Empowerment, Motivation
International Human Resources Management,
Dr. Jörg Klukas 4
5. The EFQM Model –
3D People communicate effectively3D People communicate effectively
throughout the organisation
International Human Resources Management,
Dr. Jörg Klukas 5
6. The EFQM excellence model - PeopleQ p
3d P l i t ff ti l th h t th i ti
In practice, excellent organizations:
U d t d th i ti d d t ti f
3d People communicate effectively throughout the organisation
APPROACHES
• Understand the communication needs and expectations of
their people
• Develop communications strategy, policies, plans and
channels based on communications needs and expectations.
Internal
Communication
• Communicate a clear direction and strategic focus ensuring
their people understand the organization's Mission, Vision,
Values and objectives.
E th t th i l d t d d d t t th i Leader with
Feedback, 360°
• Ensure that their people understand and can demonstrate their
contribution to the organist ion's on going success.
• Enable and encourage the sharing of information,
knowledge and best practices, achieving a dialogue
h h h i i
Leader with
employee (1d)
Knowledgethroughout the organization.
International Human Resources Management,
Dr. Jörg Klukas
Knowledge
sharing (4e)
6
8. No one knows everything,
but everybody knows something
Th ld i t bi thThe world is not bigger than
the window you open.
International Human Resources Management,
Dr. Jörg Klukas 8
9. What employee want?
A typical example of Survey Studiesyp p y
1. New professional challenges
2 Development opportunities2. Development opportunities
3. Pleasant working environment
4. Salary4. Salary
Source: Drake Beam Morin, Internationale Befragung 2002
Information &
Communication
Work
environment
High correlation with overall satisfaction:
• Leadership
• Information / Communication
Overall
Understanding
Strategy &
Link to Job
Leadership
e o e
Development
Information / Communication
• Understanding and Linking Strategy to Job
The closer two areas,
the stronger the correlationthe stronger the correlation.
International Human Resources Management,
Dr. Jörg Klukas 9
10. IT Survey Group* world wide (ITSG, 1/2).
Single questions of ITSG, 2005.
* Companies in the IT industry: Accenture, Agilent Technologies, Cisco Systems, Dell, EDS, EMC2, HP, IBM, Intel, Intuit, Microsoft, SAP, Siemens, Sun Microsystems, Symantec, T-Systems, Unisys, Xerox.
S g e quest o s o SG, 005.
62
72
F13: i am conveniently involved
in relevant decisions
F12: can provide information for my tasks
shipship
Cisco, SAPCisco, SAP
Dell, SUNDell, SUN
70
75
F34: working atmostphere allows
different PoVs
F33: the team discusses in a open
and honest way
tandLeaderstandLeaders
Microsoft, T-SystemsMicrosoft, T-Systems
Dell, XeroxDell, Xerox
Cisco EMCCisco EMC
62
80
79
F44: direct superior (1st line) is reachable
F35: cooperation with other teams to
reach company goals
kEnvironmentkEnvironment
Cisco, EMCCisco, EMC
EMC, SAPEMC, SAP
Dell, T-SystemsDell, T-Systems
66
59
F47 : Evaluation of accomplishments
is ob io s
F28: Receiving feedback for
accomplishments regulary
F45: 1st line sup. acknowledges
accomplishments
WorkWork
Dell, XeroxDell, Xerox
Dell, XeroxDell, Xerox
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
is obvious
Yes% ITSG 2005Yes% + PP% ITSG 2005 ## Top 2 companies
International Human Resources
Management,
Dr. Jörg Klukas
10
11. Worldwide IT Survey Group (ITSG, 2 / 2).
Single issues ITSG, 2005.
* Companies in the IT industry: Accenture, Agilent Technologies, Cisco Systems, Dell, EDS, EMC2, HP, IBM, Intel, Intuit, Microsoft, SAP, Siemens, Sun Microsystems, Symantec, T-Systems, Unisys, Xerox.
S g e ssues SG, 005.
63
71
F27: could develop my skills in last year
F26: know, which skills I need in future
StudyStudy
Dell, XeroxDell, Xerox
Cisco, DellCisco, Dell
74
54
78
F57 i l ki f i f
F54 process allows completion of
requirements
F18 the team knows customer needs
erproductivityerproductivity
Accenture, SUNAccenture, SUN
Accenture, XeroxAccenture, Xerox
D ll XD ll X
2547
53
74
F63 I know long term strategy of
F62 surveys results are used for
improvements in team
F57 team is looking for options for
increasing productivity
CustomeCustome
Dell, IntuitDell, Intuit
HP, SunHP, Sun
Dell, XeroxDell, Xerox
3250
71
F66 EC from TS Allows strategic
i t ti
F65 I see clear connections between
work and company goals
F63 I know long term strategy of
my company
StrategyStrategy
,,
Dell, MicrosoftDell, Microsoft
Accenture, IBMAccenture, IBM
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
orientation
Yes% ITSG 2005Yes% + PP% ITSG 2005
## Top 2 companiesInternational Human Resources
Management,
Dr. Jörg Klukas
11
12. HR-driven internal Communication
First Day Procedures
to introduce to all
departments
Communication in Teams within
projects/Services
Debriefings after projects/services
Learning in Teams (we-learning)
Employee Feedback Talksdepartments
Welcome Day to get
to know the strategy
Appraisal/Target
Interview
Employee Feedback Talks,
360° Feedback for Key Players
Employee Survey
Integrate & Align
Develop & Bind
Placement
Integrate & Align
Emplacement
Set free & Support
OutplacementPlan & Find
Last Work Day
Procedures
Outplacement
Communication
Certification
HR Marketing
with internal and
external
communication
Outplacement
Re-integrate & Keep up
Replacement
Preplacement
Certificationcommunication
Communication
with applicants
Communication to Transfer, Shifting
Communication for Job Rotation
Communication about Succession
Planning
Communication of Re-Organization
International Human Resources Management,
Dr. Jörg Klukas
Communication of Re Organization
Alumni Management
12
13. Common Barriers to Communication
Apparent ”cause” Practical example: a more complex explanation?
Physiological Message in an internal report not received due to blindness, but
why was the message not encoded in a suitable format?
Psychological Message from external stakeholder ignored due to groupthink
(Janis,1982); but why has this been allowed to develop in the
organization?
Cultural Message from organization misinterpreted by members of a
particular cultural group; but why was organization unaware of
cultural diversity?
Political Message from internal stakeholder not sent because individual is
marginalized; but why is the organization not encouraging a more
open climate?
Technological Message not delivered due to technical failure; but why was the
failure allowed to develop and why are there no back up system
Physical Message cannot be heard and visual aids cannot be seen by some
members of the audience; but why is the presenter not aware of
responsive to this?
International Human Resources Management,
Dr. Jörg Klukas 13
14. Dimensions of Communication
• top-down and/or bottom up
• horizontally and/or in peer groups• horizontally and/or in peer groups
• internally and/or externally
• visual and/or auditory,…
• explicit and/or implicit
• senders and receiver
• information and/or question and/or direction,…
t t t• one to one, one to group, group to group,…
International Human Resources Management,
Dr. Jörg Klukas 14
15. Quality of Communication =
Quality of RelationshipQ y p
• Everything is communication – you cannot avoid
communication
• Each word releases positive and negative emotions
• Quality of communication = Quality of delivered emotionsQuality of communication = Quality of delivered emotions
• Competency of communication = provide positive emotions
C i i fill h l i• Communications fills the personal emotion account
positively or negatively; the sum represents the overall
sympathy or antipathy
• Degree of sympathy directly depends on effective
communication
International Human Resources Management,
Dr. Jörg Klukas 15
16. Basics of Emotions
Avoid Negative Emotions Achieve Positive EmotionsAvoid Negative Emotions Achieve Positive Emotions
Power
C t l
Lack of power
Los of control
Control
Influence
Freedom
Self-determination
Contempt
Recognition
Appreciation
Depreciation
Ignorance
Appreciation
Status
Image
International Human Resources Management,
Dr. Jörg Klukas 16
17. 4 Ear Model of Information
• Sender talks = about me, about you, about us, about it
• Receiver filters = about you, about me, about us, about itReceiver filters about you, about me, about us, about it
Source: Schulz von Thun, 1995, S.30
International Human Resources Management,
Dr. Jörg Klukas 17
18. Effective Communication
+Facts +Self-Revelation +Relation +Appeal = Feedbackpp
+Self-Revelation +Relation +Appeal = Drive crazy
+Facts
+Relation +Appeal = Blame
+Facts +Self-Revelation +Appeal = no Future
+Facts +Self-Revelation +Relation
= Self-Praise/
Torment
International Human Resources Management,
Dr. Jörg Klukas 18
20. GENERAL 5 STEPSGENERAL 5 STEPS
FEEDBACK
International Human Resources Management,
Dr. Jörg Klukas 20
21. Effective Communication
The 5 Steps Feedback
1.Step Observations
Precise actions, which I can observe and which have an impact of my good mood
(What I listen, what the others say, what I see, what the others do. )
I've heard, that you said…
I perceive that…p
2.Step Impact
Reachable, precise implications, how it affects me, which consequences involved
(which inducement, interference, disruption I feel)
It have following implications on meIt have following implications on me…
It interferes with me in ….
3.Step Feeling
My feeling connected with what I observe
(I feel hurt, frightened, irritated, happy…)
That hurt me…
That’s make me pass out, I feel devalued…
International Human Resources Management,
Dr. Jörg Klukas 21
22. Constructive Communication
The 5 Steps Feedback
4.Step Requirements
My value, my concerns, my wishes, which rise my mood
(Which value, concerns and wishes stay behind the feeling…)
It’s important for me, that…
I need…
5.Step Request
The concrete actions, which I request
(What should the others do, so that I and we can again have good felling…)
My request isMy request is…
I wish…
Please let us think about what we can do…
International Human Resources Management,
Dr. Jörg Klukas 22
23. 360° FEEDBACK FOR360 FEEDBACK FOR
LEADERS AND KEY
PLAYERSPLAYERS
International Human Resources Management,
Dr. Jörg Klukas 23
24. Objectives 360° Feedbackj
Source: Coaching for result, 2010
International Human Resources Management,
Dr. Jörg Klukas
Source: Coaching for result, 2010
24
25. Key Principles of 360° Feedback.y p
• Evaluation of executive staff and key players
• Receiver of the analysis is the assessed person360 ° Online Feedback
• Usually mirrored with self-evaluation
• Subjective assessment of the actual situation in relation
to the behavior
Colleges Customers
Feedback
R i
• through structured questionnaires
• anonymous Assessment/Review
• Analysis and interpretation through third party
Leaders
Receiver
Employees
• Formulation of development plan/measure catalogue
only through feedback recipients or together with a
consultant
• Development of conclusions in collaborative workshops
with feedback provider
• Using experiences from feedback meetings, to conclude
and implement individual or structural organizational
and HR measures
• Follow-ups for controlling and strategy adjustments
International Human Resources Management,
Dr. Jörg Klukas 25
26. 360° Feedback – a processp
Initiative Plan Development Implementation
• Initiation
• Marketing of ideas
• Marketing of benchmarksMarketing of benchmarks
• Causing productive trouble
• Acquiring of supporters
• Fundamental decision of the top management
• Approval and integration of staff associationApproval and integration of staff association
• Determine responsible person
International Human Resources Management,
Dr. Jörg Klukas 26
27. 360° Feedback – a processp
PlanInitiative Development Implementation
• Define goals
• Create project team
• Collect, investigate, select, adjust, redesign processesCollect, investigate, select, adjust, redesign processes
• Creation/Examination of a competence model
• Define dimensions and items
• Carry out pilot project and review/debrief
• Inform the involved and motivate for participationInform the involved and motivate for participation
• Organization of the modus proceedings
• online, offline
• who? Feedback provider, - recipient, - manager
International Human Resources Management,
Dr. Jörg Klukas 27
28. 360° Feedback – a processp
DevelopmentPlanInitiative Implementation
• Informing about the implementation, execution
• Distribution (print, e-mail)
• Monitoring of response rate and follow-up actionsMonitoring of response rate and follow up actions
• Evaluation and illustration of results
• Report results to feedback provider and recipients
• Analysis of results: individual, with consultant, workshop
• Publishing of resultsPublishing of results
• Intranet
• Newsletter
• Employees
• meetingmeeting
International Human Resources Management,
Dr. Jörg Klukas 28
29. 360° Feedback – a processp
Plan Development ImplementationInitiative
• Coaching/workshop for development planning
• Deciding on measures
• Supporting and implementation of stepsSupporting and implementation of steps
• Checking implementation
• Debriefing
• follow-ups for next cyclefollow ups for next cycle
International Human Resources Management,
Dr. Jörg Klukas 29
30. Example 360° Feedback Elementsp
Source: Schulz von Thun 1995
International Human Resources Management,
Dr. Jörg Klukas
Source: Schulz von Thun, 1995
30
31. Contact me!
Dr. Jörg Klukas
• XING: https://www xing com/profile/Joerg KlukasXING: https://www.xing.com/profile/Joerg_Klukas
• Facebook: http://www.facebook.com/home.php?#!/joerg.klukas
• Slideshare: http://www.slideshare.net/pludoni
• Twitter: http://twitter com/pludoniTwitter: http://twitter.com/pludoni
• Email: joerg.klukas@pludoni.de
International Human Resources Management,
Dr. Jörg Klukas 31