Category: communication

Speak Human First

~ jo-anngarbutt ~ Leave a comment

Not eventually. Not when they keep asking. From the start.

The World Has Changed. Have Your Explanations?

Something has shifted in how people relate to the organisations they buy from, work for, and live nearby. Consumers, communities, investors, and employees are no longer content to be told that things are fine. They want to know what “fine” actually means. They want specifics and in a format that they are able to interpret. They want honesty. And increasingly, they can tell the difference between a genuine answer and one that may be technically accurate but seems difficult to follow.  

This is especially true around sustainability.

Ask a data centre operator about their water use and you might hear: “Our WUE is below 0.4 litres per kWh and we operate a closed-loop cooling system.” Every word of that may be accurate. But the person asking may not be able to understand what the words mean. And in a world where trust is hard won and easily lost, an accurate answer that no one can interpret is not much better than no answer at all.

People are not asking because they want to catch you out. They are asking because they genuinely want to know whether the organisation they are choosing to support – with their money, their work, their community – is doing the right thing. When the answer comes back in acronyms and metrics, many of them quietly walk away unsure whether they have received a real answer.  

It Is Not Just a Data Centre Problem

Before this starts to feel like a niche concern for a specific industry, stop and consider how many professions run on a private language that is invisible to outsiders.

A banker talks about basis points, LTV ratios, and credit ratings. An insurer talks about loss ratios, combined ratios, and actuarial reserves. An engineer talks about torque tolerances, shear loads, and thermal gradients. A finance director talks about EBITDA, working capital cycles, and covenant headroom.

That language works well when everyone shares the same vocabulary. The moment you step outside that shared vocabulary, it starts to lose people. Not because the other person is less capable, but because they simply do not carry the same dictionary.

And the truth is that most professionals are so immersed in their own terminology that they genuinely do not notice it anymore. It has become invisible. They are not choosing to be opaque. They are simply speaking the way they always speak, in the environment where they have always spoken it, without realising they have walked into a different room.

That is the problem. And it is solvable.

What People Are Actually Asking

When a community near a data centre asks about water use, they are not asking for a WUE figure. They are asking: are you using up water that our farms, homes, and rivers need?

When a consumer asks a bank about its investments in fossil fuels, they are not asking for a portfolio carbon intensity disclosure. They are asking: is my money helping or hurting?

When an employee asks their engineering firm about safety, they are not asking for a RIDDOR incident rate. They are asking: will I go home safe tonight, and does this company care whether I do?

Underneath every technical question is a human one. And the human question is the one that actually needs answering – first, and in plain language.

Getting there does not require abandoning technical rigour. It requires translation. There is a meaningful difference between the two. Dumbing down strips out accuracy. Translating carries it across.

Why This Matters More Now

People know more about sustainability today than they did ten years ago.

They may not know every metric, standard, or reporting framework. But they know enough to ask thoughtful questions about carbon emissions, water use, biodiversity, and community impact.

Expectations around transparency have changed too. An answer that satisfies a reporting requirement is no longer enough if it leaves the reader more confused than informed.

The organisations building trust today are the ones that explain more than the numbers. They explain what it means in practice for the people who read it, hear it, and live with the consequences of those decisions.

The Community Question

There is one dimension of this that is particularly underserved in most technical communications: local impact.

A data centre, a manufacturing plant, a logistics hub, a financial services office – all of these exist somewhere. They are in a community. They draw on local infrastructure. They affect local roads, water tables, power grids, employment markets, and in some cases, air and noise quality.

When local people ask questions – and they do ask – they deserve answers that speak to their lives, not to an industry standard. “Our cooling system operates within ASHRAE Class A2 parameters and our WUE is below the regional average” does not answer the question “are you taking water out of the ground that we rely on?”

A plain answer might be:

“Our system reuses the same water in a closed loop, so we are not drawing from local groundwater supplies on an ongoing basis. In the fifteen years this facility has operated, we have not needed to source water locally in the way a conventional industrial facility would. We publish our water use figures annually.”

That is the same fact. Expressed in a way that the community can actually use.

The Plain-English Message Worksheet

To help technical professionals make this shift, I developed a free downloadable tool: the Plain-English Message Worksheet.

Rather than defining jargon, it helps you translate technical concepts into language that a wider audience can understand.

👉  Download the Plain-English Message Worksheet below – free

plain english message builder rev3Download

The tool walks you through six steps:

Step 1 – Strip the jargon

Before you write a word, identify every acronym and technical term in your message. Then find an everyday substitute for each one.

Step 2 – Explain what is actually happening

Describe the physical process in plain terms. What does the system actually do? What problem does it solve? What are you avoiding that a less efficient operation would be doing?

Step 3 – Make the number mean something

Convert your metric into everyday scale. Compare it to something familiar. Explain which direction is good and why. Express it over a time period that means something to a human being – not per kWh, but per year, or over the life of the building.

Step 4 – Connect to what your audience cares about

Different audiences have different concerns. Finance needs cost and risk. HR needs people and culture. A local community needs to know what this means for their water, their roads, their jobs. Finish the sentence: “What this means for you is…” – and mean it.

Step 5 – Show your workings, briefly

How do you measure what you’re claiming? Is it published? Is it independently verified? Transparency is not a weakness. It is what distinguishes a credible claim from a marketing line.

Step 6 – Build your message

Draft it sentence by sentence. Aim for five sentences. No unexplained acronyms. No number without a benchmark. Read it back and ask: would someone who has never set foot in my industry understand this, and believe it?

The Bottom Line

Expertise is only as useful as your ability to share it. The most credible technical professionals are not the ones who know the most acronyms – they are the ones who can make complex things clear to the people who need to understand them.

This is not a communications problem that belongs to a comms team. It belongs to every engineer, analyst, underwriter, and technician who has ever been asked to explain their work to someone outside their field. Which is to say: all of us, eventually.

The world is asking better questions about sustainability, about impact, about what organisations actually do and whether it is good for the communities they operate in. Those questions deserve real answers.

Speak human first. The technical detail will land better when it does.

The Problem with Feedback

~ jo-anngarbutt ~ Leave a comment

It’s not them – it’s the approach.

You said it clearly. You kept your tone calm. You even picked the right moment. And yet nothing changed. The behaviour continued, the dynamic stayed the same, and you were left wondering whether the conversation happened at all. If feedback is supposed to be a gift, why does it so often feel like something people quietly never received?

In an earlier post I shared a planning template for preparing a feedback conversation – the what, the how, and the when. You can find it here. But preparation alone doesn’t guarantee feedback lands. This post is about what gets in the way – and what to do about it.

The brain treats feedback as a threat

There’s a reason this happens, and it has nothing to do with stubbornness. Before a single word lands rationally, the brain has already decided whether it’s safe. The amygdala – the part responsible for threat detection – fires in response to criticism much the same way it responds to physical danger. This triggers defensiveness, withdrawal, or counter-attack, none of which help change to take root. The deadlines are still being missed, the same mistake keeps happening, and the tension between team members never goes away.

This isn’t a character flaw. It’s biology. And it means you’re working against a default response no matter how well-intentioned your feedback is. Understanding this shifts the goal from delivering a message to creating the conditions where a message can actually be heard.

There is also a pattern problem. If the only time you sit down with someone is when something has gone wrong, the brain learns that quickly. A meeting request from you becomes a threat signal before a single word is spoken – which is one of the strongest arguments for regular, informal contact with your people, not just when there’s a problem.

A quick note on the feedback sandwich

You’ve probably been taught this one: start with praise, deliver the criticism, then end with praise again. It sounds considerate. It usually isn’t.

When someone opens with unexpected praise – “I just want to say you’ve been doing a really great job lately” – most people’s threat radar switches on straight away. The compliment doesn’t feel genuine; it feels like a warning. By the time the criticism arrives, the person is already braced.

There’s also a memory problem. Emotionally charged feedback sticks far more strongly than surrounding positives. The opening praise fades quickly. The closing positive barely lands. The sandwich was meant to soften the blow – it often does the opposite, and over time trains people to distrust your compliments.

What works instead: say the thing clearly and specifically, with a brief, honest opener. “I want to raise something with you because I think it matters” lands better than engineered praise – because it’s real.

Most feedback fails before it’s even delivered

Vague observations, emotionally loaded language, and bad timing all guarantee a defensive response before you’ve finished your first sentence. The most common mistake is being clear in your head but vague when you say it out loud – telling someone they have a “bad attitude” is an interpretation, not an observation.. Feedback that can’t be described in concrete, observable terms isn’t ready to be given yet.

Regular contact matters here too. If you only speak to someone when there’s an issue, you won’t know whether something outside work – a house move, a family difficulty, a health concern – is affecting them. Feedback delivered without that awareness can land badly not because it’s wrong, but because the timing is terrible.

To help with preparation, I’ve put together a free one-page planner (Feedback that Sticks) you can fill in before any feedback conversation.

👉 [Download the “Feedback That Sticks” planner below – free]

feedback_plannerDownload

The person giving feedback has a blind spot too

People often think that because they mean well, their words will be taken well. But that’s not usually how it works. We tend to believe our relationship is strong enough to handle tough words, forget how much our mood or frustration can sneak into our tone, and assume saying it once should fix the problem. Good feedback takes patience. It means staying calm, asking questions instead of jumping to conclusions, and being willing to admit that we might not have the full story.

One conversation rarely changes behaviour – follow-up does

And one of the biggest blind spots is thinking one conversation is enough. One talk is rarely enough to change someone’s behaviour – it’s the follow-up that makes the difference.

This is where most people drop the ball. The conversation ends, everyone feels relieved it’s over, and then… nothing more happens. No clear plan. No agreement on what should change. No time set to check back in and see how things are going.

Real change usually doesn’t happen after one serious talk. It happens when the conversation continues – when you come back to it, encourage progress, and remind each other what you’re working toward. People who keep in touch regularly find that feedback stops feeling like a big, scary event and becomes a normal conversation. And that’s when people are far more likely to listen – and actually change.

The bottom line

Feedback doesn’t fail because people refuse to grow. Most people do want to do better. It fails because we rush in without thinking it through, forget how strongly people react when they feel judged, use methods that make things worse instead of better, and then drop the subject before any real change has time to happen. The answer isn’t finding the perfect words to say. It’s building a strong relationship – staying in touch, being honestly interested in the other person, and sticking with the process until things actually improve.

From Silos to Synergy: Ignite Team Collaboration with a Creative Art Exercise

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Collaboration is all about tearing down invisible walls between functions and geographies and bringing people together in a way that feels natural and fun. This collaborative canvas activity uses art to help everyone experience working toward a shared goal. Each person adding their own splash of creativity to a group masterpiece supports reflection on how each participant supports the big picture — all while getting a fresh take on teamwork, company values, and communication.

It’s a hands-on way to see how different ideas can blend into something unique, and why trust, adaptability, and shared ownership are key to breaking down silos and achieving success together.

Purpose

This interactive activity is designed to break down silos between departments and regional leaders by improving collaboration, adaptability, and shared ownership. Using art as a medium, participants will explore teamwork, communication, and how individual contributions blend into a collective vision.

Setup

Canvas Arrangement – Multiple A4-sized canvases are set up in a circle, with each canvas facing outward to allow participants to engage without observing others’ immediate responses.

Materials – Brushes and paint, exclusively using the corporate color palette to reinforce company identity. Note that each participant receives one brush and one color, symbolizing their unique perspective and input.

Atmosphere

  1. Music begins playing softly as participants settle in front of a blank canvas, encouraging focus and creativity.
  2. Once everyone is ready, the music is turned down, and clear instructions are shared. While participants work on their canvas for those 30 seconds music can be played – it is optional.

Instructions for Participants

Engagement

  1. Participants start by standing in front of a blank canvas with their designated color and brush in hand.
  2. Each person responds to 4 prompts (statements or questions) that align with the company’s:
    • Vision
    • Mission
    • Values
    • Reflection on last year’s operational and financial results

Rules

  • Each round lasts 30 seconds from the moment that the sentence or question is read.
  • During this time, participants draw or write their responses on the canvas in front of them using the color and brush they have been given.
  • At the sound of a bell or signal, each participant is to move clockwise to the canvas on their left.
  • Each participant must continue to respond to the new prompt on the next canvas, building on the contributions of others.
  • No returning to anyone’s original canvas or modifying earlier work.

Rounds

Each round features a new statement or question to react to creatively on the canvas in front of each participant using only the brush and color each has been given.

Prompts should spark reflection on the company’s collective goals and inspire responses that challenge silos:

Round 1: Read the company’s vision then prompt: “What does our company’s vision mean to you? Reflect that on your canvas”

Round 2: Read the company’s mission statement, then prompt: “How do you contribute to our mission as part of a larger team? Write or draw something to indicate that.”

Round 3: Read the company’s values or value statements, then prompt: “Which company value resonates most with your role? Depict it in your own way”

Round 4: “Reflect on how collaboration led to achieving last year’s results. Think of a way to indicate that on the canvas in front of you.”

Debrief: Reflecting on the Experience

Once all 4 rounds are complete, participants step back to look at the canvases, including their original starting piece. This is a powerful moment to consider team topics like shared ownership, teamwork, collaboration, and adaptability.

Debrief questions

  1. How do you feel about how your original canvas turned out?
    • Did it match your vision, or was it transformed by others’ input? How did you feel about the contributions of others on your original canvas – did it turn out better or lesser than you hoped?
  2. What was it like contributing to a canvas where you disagreed with earlier markings?
    • How did you adapt or build upon previous ideas? Even if and especially if you disagreed with what you saw when you moved to that canvas?
  3. How does this experience relate to teamwork in our company?
    • How do we handle differences and align diverse contributions across departments or regions? Can we do better?
  4. What lessons can we apply to ensure better collaboration and a shared vision moving forward?

Outcome

It’s not just about the finished artwork but about realizing how individual efforts combine to create something meaningful together. This activity highlights the importance of adaptability, communication, and trust when working across teams. The lessons learned can be applied directly to real-world collaboration — helping teams break down silos, align their contributions, and work more effectively toward shared goals. Plus, the visual reminder of the canvases can serve as a lasting prompt to keep these ideas top of mind in daily work.

This activity is more than just a creative exercise — it’s a powerful way to see teamwork in action. By adding your unique perspective to a shared piece of art, you experience firsthand how collaboration, communication, and trust can transform isolated efforts into a cohesive result. It’s a reminder that breaking down silos isn’t about losing individuality, but about combining strengths to achieve something greater. As each participant steps back and looks at the final creation, they will see the potential for better teamwork, adaptability, and shared success, ready to carry those insights into everyday work.

Streamline Your Workflow: Start, Stop, Change Strategy

~ jo-anngarbutt ~ Leave a comment

Feeling overwhelmed by your to-do list? It’s time for a fresh approach. Whether you’re figuring out what new tasks to start, which processes to stop, or where to make improvements—including sustainability initiatives—this simple method will help you cut waste and boost efficiency. Think of it as a game-changer for your workflow, empowering your team to work smarter, not harder, while making real progress. Change doesn’t have to be overwhelming; it’s about making strategic, impactful adjustments that lead to better results, smoother workflows, and more sustainable outcomes.

A Fresh Approach to Tackling Chaos

Ever feel like your to-do list is out of control? This simple method helps bring clarity, meaning, and direction to your tasks. Whether you’re deciding what new actions to take, which processes need tweaking, or which habits to drop, this approach will streamline your workflow, boost productivity, and make your routine more manageable.

Even the best processes lose their effectiveness over time or fail to take advantage of the improved availability of better tools and templates, signaling the need to reassess. While big changes can be costly, small adjustments often get things back on track. The method I’ll share is perfect for team brainstorming, making it easier to identify areas for improvement together.

Think of it like tidying up a familiar room. Some things need to go, while others just need a small fix. This tool helps you do the same with your work, identifying what needs to change, what new actions to start, and what habits to stop.

Importantly, it’s also about working smarter with sustainability in mind. Rethinking processes to reduce waste, conserve resources, and adopt eco-friendly practices not only improves efficiency but also builds a more sustainable work environment for the future.

What to Start

Think of yourself as a gardener, planning to refresh and revive your garden. To improve a process or outcome at work or in a volunteer setting, you need to plant new “seeds”—ideas and actions that hold the potential to bring positive change. These are the things you want to start doing to make a meaningful impact.

Ask yourself: What new tools, strategies, or approaches could help streamline work, solve problems, or improve how people experience your organization or team? It might be a fresh approach to a recurring issue or an idea that could make things more efficient. Like planting new flowers in a garden, these initiatives will need your time and attention to grow and flourish.

By starting these key actions, you create opportunities for improvement and success and build an environment that thrives on new ideas and growth.

What to stop

When we talk about what needs to stop in the workplace, we’re focusing on behaviors and habits that hold everyone back. Think of gossip—it’s like a poison that erodes trust and divides teams. Then there’s micromanagement, which stifles creativity and leaves people feeling frustrated and demotivated. And multitasking? While it might seem productive, it often leads to mistakes and burnout. By eliminating these negative behaviors, we can create a more positive, collaborative, and efficient work environment.

Stopping isn’t just about behaviors, though; it’s also about simplifying how we work. This means cutting out unnecessary steps, avoiding redundant processes, and leveraging technology to make tasks easier and faster. It’s about working smarter, not harder.

The key to success is getting everyone involved. When the team collaborates and shares insights, it becomes easier to identify which tasks or processes don’t add value—and figure out the best ways to eliminate them. This not only streamlines workflow but also helps the entire team feel more aligned, motivated, and connected.

What to change

When identifying what needs to be changed, it’s about finding those processes or tasks that work to some extent but aren’t quite hitting the mark. These are not things you want to stop completely, but they could benefit from refinement or improvement. The goal is to enhance their efficiency or effectiveness rather than overhaul them entirely.

This step is about finding out with your team where bottlenecks occur, where confusion arises, or where inefficiencies creep in. Perhaps you uncover small tweaks that make a big difference. For example, a task might be taking longer than necessary because of an outdated step, or perhaps communication between teams could be improved to streamline a handoff.

Other possible candidates for change may lie in opportunities to improve: Are there tasks that could be automated? Is there a process that could be shortened or simplified without sacrificing quality? Sometimes it’s as simple as adjusting timelines or reallocating resources to better fit the demands of a project.

The key is not to throw out processes that have potential but to fine-tune them. By making small, thoughtful adjustments, you can improve the overall flow and outcomes. Involving the entire team in identifying these areas for change ensures that the solutions are practical, realistic, and beneficial for everyone.

Setting up time with the team

To kick off improvements, start by gathering input from everyone involved in the workflow. Set up a dedicated meeting where each person can share their unique insights. By involving the whole team, you’ll gain a diverse range of perspectives, helping you identify opportunities for improvement far more effectively than if you were working alone.

To make the session productive, team up with coworkers and dedicate about an hour to look for ways to enhance how you work, the environment you work in, or how your organization delivers value—whether it’s to customers, clients, or those benefiting from your volunteer efforts.

Here’s how to structure your session for success:

  1. Define the Focus: Clearly outline what the session is about. Are you looking to improve a specific process, boost safety, streamline workflows, or enhance customer/recipient satisfaction? Make sure everyone understands the goal before diving into discussions.
  2. Encourage Open Dialogue: Create a safe space for everyone to share their ideas, frustrations, and suggestions. Emphasize that all feedback is valuable and will contribute to positive change.
  3. Brainstorm Together: Work as a group to explore ways to make things better, smarter, and safer. This could involve improving the way tasks are done, optimizing the workspace, or enhancing the delivery of value to customers or the community.
  4. Capture Ideas: Use Stop, Start, and Change flipchart pages to organize ideas. After brainstorming, categorize the suggestions:
  • Stop: What isn’t working and needs to stop?
    • Start: What new actions, processes, or tools should be introduced?
      • Change: What existing processes could be improved with a few adjustments?

5. Assign Actions: Once ideas are gathered, assign ownership for each action. Ensure there’s follow-up so the insights gained from the session translate into real improvements. Also, set up a follow-up recurring meeting to review how things are going to discuss if you need to change or improve how you are implementing actions to be more successful and avoid obstacles to success.

By following this structure, you’ll ensure that your team collaborates effectively and walks away with actionable steps to make meaningful changes.

Keep Stakeholders in the Loop

After the meeting, it’s important to keep key stakeholders, such as your supervisor or others involved in the implementation, informed about the progress. Provide them with an update on the discussions, including the proposal for items to start, stop, or change. This transparency ensures they are aware of the team’s efforts and can offer support as needed. Additionally, ask for their feedback and suggestions. This will help ensure that no key opportunities for improvement are missed and that the plan is as comprehensive as possible. Engaging others in this way enhances collaboration and strengthens the overall success of the initiative.

Now It’s Your Turn to Change the Game

Taking a structured approach to what you start, stop, and change can really improve how your team works and help you reach your sustainability goals. I encourage you to take a fresh look at your team, your environment, and how you get things done. Find ways to not only make customers happier and save money, but also to reduce waste, save resources, and lessen your impact on the planet. Involving your team in this process will help everyone work smarter and feel more motivated as they see their ideas making a difference. Whether you’re working or volunteering, these changes can lead to a more rewarding and sustainable experience. Now is the time to act—start looking for where you can make a real difference for your team and the environment.

A closer look at STARR answers

~ jo-anngarbutt ~ Leave a comment

In interviews, you are sometimes asked to give an example of how you have demonstrated that you are good at a specific competency. Other times you may be asked to explain how your skills have been useful to teams or organizations in the past. The principle is that the experience you have in specific competencies would have been demonstrated by situations you faced in the past.

It is these examples that the interviewer would be looking for when they ask you to provide your answer in the STARR methodology. Using this approach is your best way to give an example that clearly outlines for the interviewer how you faced a situation, recognized what you needed to do, took action, and achieved good results or outcomes.

The acronym represents 5 specific topics you need to cover in your answer and if you imagine that 5-star picture in your mind, you may be able to more easily formulate your answers and examples during an interview. It is always a good idea to prepare some examples you can think of before the interview, but you may sometimes need to come up with an answer you did not prepare. Hopefully, this picture and explanation help you succeed with that!

The Acronym

The STARR method works on these headings (in sequence) [it is an acronym for these words]

Situation (when, where, what setting)

Task (what you needed to do, which responsibility you took on)

Action (what you did, which way you used a personal strength or competency)

Result (what was the outcome of your action?)

Reflection (looking back at how it went, what did you learn from it – what went well and what would you do differently if you faced the same situation again?)

Approach

Starting at the top of the star with the letter S, which represents the Situation you were in. This relates to the time when you were able to demonstrate through your actions that you have good proficiency in a specific competency. Once you have completed describing the Situation, you move clockwise to the next letter T. Once you have covered the questions under the letter T, you move clockwise to the next letter, A for action. And so you continue until you finish by including answers to the questions shown under Reflection.

Each of the topics under the STARR letters in the graphic above shows some bulleted questions which will help you ensure you cover the key aspects of that particular term when it comes to your example. from the past.

Example

Here is an example showing how using the questions under each of the topics in the STARR model can be useful in preparing your answers for interviews.

If you need a template to use in formulating your STARR – style examples, click on the link below.
starr-method-templateDownload

Note:

When you are giving examples, you have to be specific instead of staying with general examples, which is often not convincing to those listening to your answers. . Make a story out of your example and base it on some real event that happened in your past to highlight how you were able to demonstrate a specific skill. Using the STARR methodology makes your story more credible and easier for those listening to you to get a full understanding of the capabilities that you have successfully demonstrated in the past.

Conversation Topics

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Want to get to know your colleagues or teammates on a project? These may give you ideas for topics to ask about and discuss. Perhaps you are looking for a novel way to get to know your friends or family members better?

Some people have trouble with knowing what to talk about or which topics to ask others about to go beyond the first level of getting to know someone – if we assume the first level would be obvious topics like where are you from, what did you study, what kind of role you are in now, etc.

Pick just a handful of topics at most to avoid the other person feeling interviewed. You could also pick perhaps one to two to ask someone you work with or talk to mostly about work on a regular basis – perhaps just before or after a meeting. It could also be useful during a coffee break. Who knows what surprises you may have in learning to understand someone better?

Be sure to pick the right options for people you barely know – some of the topics are better suited for discussions when you already know someone – like friends or family members. I am sure you will apply common sense and wisdom in selecting fun topics that would match the situation and the person you plan to talk to.

Some of these questions can also be used in group ice breaker exercises or as a fun leg-stretching exercise in the middle of a long day of training or meetings.

Some recruiters like to use a question like these to see how candidates might respond. So, read through these, who knows when you may need to come up with an answer to one of them? 😊

Topics

Onboarding Plan Template

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Onboarding Plan Template

One of the key reasons that companies lose new hires with some experience is that they fail to support these new hires adequately during their first few months. In some companies, it can be quite hard to understand how things work there, how to fit in and be successful, feel valued and included. Having a written onboarding plan from the start is a great way to bring more clarity to the person and also help them understand expectations during the crucial early months in their new roles in the new company.

onboarding-plan-template-1Download

The onboarding plan can be written as early as during the recruitment process. In one best-case scenario, it was shared with a senior executive right after his interview with the CEO. It was such an unexpected and appreciated action that the executive commented how refreshing he found the transparency and it made him see the hiring company as head-and-shoulders above the competition which led to him accepting the offer and joining the company a few months later.

The Process

While the plan can help clarify the set-up and structure for a new hire, it is important to set up review meetings with the newly hired managers or key hires. In some cases, reviews with an HRBP could be useful to understand for example how performance management is organized and how the process works. Such review moments could also clarify talent development programs and processes, which is useful to know for the new hire regarding his/her own career but also for helping the new hire manage the development actions for those who report to him/her.

Review meetings with the manager that the new hire reports to could help identify priorities and understand where to connect with more people or build additional internal or external relationships. The manager can also answer questions about activities planned to ensure desired outcomes are achieved after 30-days, 60-days, and 90-days as captured in the onboarding plan.

The people side of success

The template captures not only the tasks and activities needed to succeed in a new role but also identifies people with whom to build relationships. These are important relationships and contacts that the new hire would need to establish and maintain to ensure his/her success in the long run. They could be key client contact personnel or contacts from key suppliers or subcontractors. They could also be internal – people who know how things work and who can advise on the best course of action to get something done at that company.

And it is also important to identify people who can be trusted to keep things to themselves and who could advise on who to talk to before moving in specific directions for changes the new hire would like to implement. Either the HR Director/HRBP or the new hire’s manager may be helpful to identify who those contacts may be.

Note that confidants or advisors may also be external people such as professional coaches or consultants.

Accountability

While it is important from a company’s perspective to ensure key new hires are provided with onboarding plans, completing the details and setting priorities to accomplish the outcomes defined in the plan lie with the new hire. The success of the new hire is only partially dependent on helping him/her get up to speed faster by having review meetings and an onboarding plan and giving him or her access to professional helpers and advisors. The new hire remains accountable for his or her own performance and following through on the items recorded in the onboarding plan.

When both the process of onboarding works well and the new hire holds himself/herself accountable for the outcomes produced, the risks of failure due to onboarding gaps are lowered and retention success is more likely in the medium to long term!

Useful posts for new employee/ new manager onboarding and orientations :

https://jo-anngarbutt.org/2015/09/15/new-employee-on-boarding-checklist-template/

https://jo-anngarbutt.org/2016/03/01/starting-right-new-managerleader-and-team/

4 Common Disconnects on Multi-Cultural Teams

~ jo-anngarbutt ~ Leave a comment

Working on multicultural teams you may have had moments of wondering what he or she just meant by that comment? Or why will he or she not make a key decision so an activity can move forward? Cultural perspectives and ways of life may be one of the reasons that could explain those incidents.

It is fun to meet people from other cultures and learn about their lives and experiences. And at first it may be interesting to learn how their cultures vary from your own, but once you work on a project together and it is remote working, including long hours and tight deadlines those differences can start to cause friction on the team. This can slow down progress and impact team morale. Being aware of the most common inter-cultural disconnects can prevent team members from blaming it on a person and instead enter into a discussion to unpack the root cause of a lack of action, lack of decision-making or the exact opposite – too many fast actions without thinking or making decisions without considering consequences.

4 Areas of misunderstanding that can impact inter-cultural teams

Some things are smart to do in order to ensure the team understands required project outcomes and approaches to use. Aspects would include clarifying the definition of done, outlining project phases and deadlines, assigning roles and responsibilities and having regular meetings to monitor and understand progress and resolve issues that are hindering progress or pose a risk.

Some aspects may need additional attention if your team consists of a few members from very different cultures.

1. Managing to deadlines

This relates to how important team members believe deadlines are. Some may see them as a guideline while others will suffer anxiety and will work longer hours to make sure the are met. In some cultures, there is a strong emphasis on being for example exactly on time for an appointment while in other cultures it may be okay to be a few minutes late for business meetings and perhaps even a few hours late for a social engagement.

Cross-cultural impact:

  • Make sure all team members understand the consequences, knock-on effects and penalties which may be triggered if the team missed deadlines. Monitor progress and have follow-up conversations if team members are falling behind to ensure they understand the importance of their activities being completed on-time.
  • Ensure team members understand the priorities they should place on various aspects of the work that needs to be done by the deadline. Ensure it is also clear exactly what “done” means. Do you expect quality checks to be done too or just a first draft of the outcome to be available? Should it be print-ready or just ready for an internal review or further discussions?

2. Clear Role Expectations

There are differences in cultures around the meaning of “in charge” or the Subject Matter Expert (SME). In some cultures, it is customary to take the word of such a person as a mandate to perform a specific task or action exactly according to what he/she said. In other cultures, SMEs and leaders are considered more “accessible”, and dialogue is welcomed when one does not agree with a requirement or task assigned by the one “in charge.” This difference can cause confusion on teams including many different cultures. To what degree can and should instructions be discussed and challenged vs accepted? Are those in expert roles or roles with authority prepared to deal with challenging discussions and comments – if the project team will operate in a culture of open discussions?

Cross-cultural impact:

  • Have a role discussion at the start of the project and include what would be great questions to ask each role and how interaction is expected to take place on the project to maximize positive team outcomes.
  • Be sure to have further discussions highlighting best-practices during the project and as new team members join, who may have missed the original discussions around the different project roles and how to best interact with them.

3. Conflict resolution

Conflict shows up differently in each person – some people speak up and go to the “max ” to be heard and understood while others take their thoughts, feelings and especially resentment underground and do not speak out. This means that conflict can be hard to resolve and to feel comfortable that all thoughts and concerns are on the table and discussed before decisions are made. Some cultures are more likely to speak up and make sure their opinions are voiced while others might patiently and politely wait to be asked for an opinion and speaking out of turn (from their perspective) may be seen as impolite or disrespectful. In some cultures open disagreements are best avoided to maintain a cordial/good relationship with others on the project.

Cross-cultural impact:

  • Use more than one channel to check in with team members and get feedback – ask in meetings, but also check in with individual team members between meetings to understand if there is any part of the path forward chosen which concerns them.
  • If any team members are especially aggressive in voicing opinions, perhaps a quiet word might help that person to still voice opinions, but possibly in a less forceful way to avoid antagonizing anyone from a culture where a forceful (overly enthusiastic ) communication style might cause discomfort.
  • Provide training in non-violent communication and voicing messages with a healthy balance between listening and advocating. Help team members to constantly improve in understanding each other’s styles to help communication and collaboration efforts on the project.
  • When a conflict does occur, address it in a culturally-sensitive way if the disconnect could be related to a cultural difference in perspective. The objective should be to solve and address project issues in a helpful way without causing negative impacts to collaboration on the project.

4. Navigating with many languages

We all know of situations where people from the same country with the same language find it hard to communicate successfully with understanding and openness. When a team consists of many different cultures, this can be so much more confusing and frustrating.

Cross-cultural impact:

  • Agree from the start of the project to follow a few guidelines such as: For the chosen project language, native speakers are to slow down and use simple ways to bring their points across. And native speakers of the main project language will be patient with non-native speakers trying to get their thoughts across. If there is a large language ability gap between the native-speakers and other team members consider some language classes to bridge the gap.
  • Consider asking presenters/speakers at planned meetings to send out specific agenda items and a summary paragraph of the issues to be raised and discussed at least a day before the meeting. That would help non-native speakers to prepare ensuring they understand the issues and are able to fully participate in the conversation at the meeting.
  • When there are significant differences in levels of language abilities on the team, meetings may take longer, and collaboration may also be a little harder especially in a virtual/remote environment. Be sure to take this into account when planning project timelines and deadlines.

Plan ahead to succeed

Knowing you may be starting up a project with a multi-cultural team, schedule team-building activities for team members early on. This will help them get to know each other as humans/people. Establishing trust early on, can avoid frustration turning into conflict and delays in reaching project team deadlines.

Create team opportunities to get to know more about each other’s cultures. This could bridge the gap in understanding each other’s perspectives and avoid labeling, misunderstandings, and internal team misalignments..

Set continuous learning as one of the core values of the team and live it, encourage it and keep bringing the team back to what can be learned from successes and failure as the project progresses. Having a curious and learning mindset is a great way to avoid major disconnects between team members as they will engage in inquiry and advocacy vs judgment and labelling as a default behavior.

Top 10 Reasons Why Communication Fails

~ jo-anngarbutt ~ Leave a comment

We all had times when we were misunderstood or simply did not feel we truly understood what someone else was trying to say. When you have communicators from different national backgrounds, the chances of misunderstandings increase. If you also throw in the fact that only a handful of people in the room have English as a first language, the chances of misunderstandings are magnified even further.

Here are the top 10 reasons why messages may be understood by your intended audience:

What can you do about it?

Wisdom is realizing there is only so much you can impact or control, other factors you may be able to influence, but not change or control. Focus on what you are able to do.

Cultural impact: Whereas you may not be able to impact where someone grew up, you can learn more about the cultures of others on your team to correctly anticipate any possible impediments to your messages being understood or interpreted correctly.

Not my Language: Knowing how many of your team members do not have English as a first language can help you prepare your messages using simple sentence structures and more common words to avoid confusion.

Distractions (obvious): Ensure that there are no distractions to people being able to pay attention to and maximize their ability to understand you correctly during meetings. In remote settings, having participants on mute where ambient noise causes a distraction on the video call. You can also ask everyone to turn on their cameras to improve engagement during a remote call.

Fake news – Source reliability: Ensure that any data you plan to use is sourced from reliable sources – reputable research companies or institutions. Making the resource material or reports available to team members may further positively impact your ability to avoid your message not being accepted due to doubts about the source of key facts presented during your meeting.

What they know: Ensuring that intended meeting participants have enough pre-reading to help them fully engage with the topics you wish to discuss may avoid spending time filling in knowledge gaps that some may have on the topic. Where your topic may be controversial, do not shy away from mentioning opposing views and why you do not support those perspectives.

What they prefer: If you have a high number of team members who prefer to have material available earlier to study it and form their opinions, consider sending key reports out before the meeting. This will improve chances of having an engaging discussion about the topics you plan to cover in your meeting.  Some intended meeting participants may focus more on the financial data, or operational data etc. Be sure to have relevant information available to address predictable questions in these areas.

Judgement before you said a word: If there is something unusual about your appearance of name, consider mentioning it up front or tell a story about it to neutralize the observation and get their attention. Make sure you dress for the occasion to avoid interfering with your own messages.

The last four categories are not easy to impact since they are closely linked to everyone’s psychological make-up or habits. Based on past experiences, personal beliefs and values, people will naturally be drawn towards or away from agreeing with your perspective on a range of topics. Knowing your team or those who would attend your presentations, might help you avoid the pitfalls. Other than that, you may need to use pre-engagement and post-engagement activities to give your messages a higher chance of being correctly interpreted and understood.

The Checklist

Click below to download an excel checklist to help you do a quick check – where can you be more effective when you communicate? Perhaps the checklist shows areas impacting your communication with a key team member. Talking about specific areas impacting your communication success, you may be able to improve your ability to correctly interpret and understand each other’s messages.

commsmisschecklistDownload

Stir up your Review Meetings

~ jo-anngarbutt ~ Leave a comment

Have your review meetings for a process or a policy document turned into a low-value event where tons of slides are being shown and no real discussion takes place? Do you feel confident about the outcomes from your review meetings? What if you had a way to make the review meetings more structured and action-oriented, making sure everyone is engaged?

This activity will help you do that!

When your review meetings succeed they…

  • Result in improvements and updates that ensure your plan/policy is fit-for-purpose and comply with most recent business and legal requirements,
  • Make sure your plan/policy, in addition to fully complying with most recent legal and government requirements, also align with your company’s strategies,
  • Engage all stakeholders making sure every one of them has an opportunity to suggest ways to improve the policy/plan to better meet business needs and concerns, and
  • Enable you to get through internal and external audits with confidence.

The process

Divide your meeting participants into two groups and give each group a preparation assignment – Team Blue and Team Red. They are to arrive at the meeting, prepared to either defend or criticize the existing plan or policy and underpin their points with solid arguments based on research (doing homework before the meeting).

The blue team has the assignment to identify fact-based reasons why the existing plan or policy is fit-for-purpose, compliant, and good enough as it is today. While the red team has the assignment to research and come prepared to point out specific areas or aspects where the current plan or policy fails to address specific issues or factors.

Preparation

Each of the teams prepare before attending the meeting. The blue team will prepare in this way:

And preparation by the red time includes:

Members from each team bring their notes to the review meeting – prepared to substantiate their claims based on their pre-meeting homework assignments.

Meeting Agenda

After the meeting has been opened, objectives shared and the process discussed, the review process follows these steps:

  1. The Blue team summarizes the high-level benefits and explains how the current version of the document/policy is fit-for-purpose vs over-the-top in terms of mitigating, avoiding or managing risks associated with why the document/policy was originally created. (10 mins)
  2. The Red team then gets 10 minutes to summarize risks or changes to laws, which means that the current policy or document is not currently fit-for-purpose. They may comment on some aspects raised by the Blue Team too.
  3. The Blue team gets 10 – 15 mins to make their final statements: responding to anything specific that was mentioned by the Red team and also adding to any additional points related to key items they had mentioned during their opening summary. They would make specific mention of aspects that are strongly beneficial and need to remain in the policy/document.
  4. The Red team then makes their final statements in 10 – 15 mins. They would especially summarize key gaps between the current policy/document and aspects that would need to be addressed in the next version.

Path forward

The final part of the meeting consists of all meeting participants discussing and summarizing improvements that would be needed to the next version of the policy/document. In the process, they may assign various meeting participants to do additional research, align with stakeholders not present at the meeting, and/or write the updates or additional segments to add to the current policy/document.

An additional meeting may be needed to check-in on progress and finalize the updates that have been agreed upon.

Tips:

  • Do not run this with groups larger than 15 people. It would lead to a longer meeting and some people feeling less involved and engaged.
  • Be sure to state that the meeting is to take no more than 1 hour. If the process is followed for too long a period, it waters down the intent – focus – and gets more into minute details which are often best dealt with in post-meeting assignments.
  • Be sure to assign someone to be the time-keeper to keep an eye on the process – ensuring the meeting stays focused on the agreed approach and time-commitment. And be sure to note the path forward actions to help the designated coordinator with follow-up actions and close-out activities.

In general, this interactive approach to review meetings leaves participants much more energized and positive about meeting outcomes.