Professional Development (300578)
Lecture 3 – Communication with Clients
Communication with Clients
Session 1 2021
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Professional Development (300578)
Lecture 3 – Communication with Clients
Outline
• Communication – Is it that important?
• First impressions
• Types of Communication in IT
• Visual, Written, Group/Meeting, Phone, Teleconferencing, Email, Chat, Online Collaborative
Environments
• Do you communicate?
• Communication in Practice • Email Communication
• Good email habits
• Business letters
• Presentations
• SMS
• Written Reports
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Professional Development (300578)
Lecture 3 – Communication with Clients
Personally, what do you believe is the best skill you possess
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Professional Development (300578)
Lecture 3 – Communication with Clients
No matter how good you’re at that skill it should not be better than communication skills!
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Professional Development (300578)
Lecture 3 – Communication with Clients
Lets do some time travel so you can understand.
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Professional Development (300578)
Lecture 3 – Communication with Clients
500,000 years ago a simple switch turned on. It was a gene called FOXP2. It can be found only in humans. Not even apes have it. This simple switch set us onto a path were we could start to formulate ideas and feelings, and to turn those ideas and feelings into a primitive language for others to understand.
Fast forward to today…..
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Professional Development (300578)
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We use language to pass knowledge in its greatest detail to others. Our ability to do this so well has lead to something you might know…. The Internet.
The internet moves information and knowledge. The industry of ICT exists to exchange and process information. The exact same reason language does.
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Why is it important?
• Out of all the skills you learn through life your communication skills trump all.
• You are able to take a complex topic, or an idea, and pass it to another. There is no other skill that does this.
• You are in an industry made up of complexities and ideas. Therefore, this skill applies to you more than most.
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What employers look for in entry-level candidates (from 225 companies)
Ref: Millennial Branding andExperience
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Professional Development (300578)
Lecture 3 – Communication with Clients
Why is it important in ICT?
• Creates an understanding around deliverables. You have a task, and if you can articulate it correctly the ‘expectations’ are clearer.
• Project management is smoother, and less stressful
• Quality of product or projects are naturally better because issues are
understood and resolved better
• It reduces the workload as there are less revisions of understanding
• Endless reasons…. But something to remember: people will climb mountains to work with you and pay you!
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1st Impressions Count
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30 Second Society
• We live in a 30 second society where people judge you almost instantly and then can hold onto that judgment for years or even a lifetime!
• To change it is incredibly hard. You have to show constant results and behaviour contradicting their judgment before it changes – constant’ being the word!
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How 1st Impressions work
Initial Characteristic Behaviours
Evaluation
Transition
Commitment
Change in Characteristic Behaviours
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Professional Development (300578)
Lecture 3 – Communication with Clients
Your first impression!
• 10 of you will introduce yourself for 30 seconds. Tell us who you are, what you plan to do with your degree, and what you bring to the table.
• Bring to the table?
• What are your strengths? Programming, Networking, Analysis, Database etc.
• If no one nominates it will be random.
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How to improve 1st Impressions
• You speak clearly so your name is understood. It is your name!
• Professional attire. Shirt tucked in!
• Posture is erect
• Like, like, like, so like! Don’t be immature.
• If they don’t say their name ask for it. Show an interest in the other person
• Be polite, don’t be condescending. I know ICT so everyone else are peasants mentality…. Doesn’t work – just a hint there!
• Learn how to shake hands properly!
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Professional Development (300578)
Lecture 3 – Communication with Clients
Types of Communication
• Visual
• Face 2 face
• Diagrams, e.g. flow diagrams, charts, UML • Strongest form
• 65% of people are visual learners
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Lecture 3 – Communication with Clients
Types of Communication
• Written
• Asynchronous – meaning timeless
• Vital to a professional
• Mass medium – Everyone can receive it. Memo anyone? • Letters, emails
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Professional Development (300578)
Lecture 3 – Communication with Clients
Types of Communication
• Group/Team/Collaborative
• More than one party
• Can be a combination of visual/written
• Acknowledgement of different parties. Don’t neglect. • Meetings can be formal or informal
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Lecture 3 – Communication with Clients
Types of Communication
• Teleconferencing/Video Conferencing
• Choose a system which is turn-key – click a button and it works.
• Have video if you can.
• Look professional! Just because you are at home doesn’t meant you don’t wear a shirt when you do it.
• Think about your background and what image that portrays
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Lecture 3 – Communication with Clients
Types of Communication
• Phone
• A professional’s best friend
• Learnetiquette.
• Theycan’tseeyou
• Listen
• Confirm if you don’t understand • Maybe learn NATO Alphabet
• Alfa=A
• Bravo=B
• Charlie=C
• Comesinhandyforemails
• Although a power medium there are negatives • No visual cues, things can be missed, sequential
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SMS
• Is it a good form of business communication?
• Types of messages you would send via SMS?
• Can be a good form of broadcast for simplistic notices
• Don’t conduct a meeting from it. Pick up the phone it is in your hand anyhow!
• It is why http://www.emergencyalert.gov.au states messages delivery cannot be guaranteed and should not be used as the only reason to act
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Lecture 3 – Communication with Clients
Social – Collaborative and Connected • Yammer
• Twitter
• Facebook
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Lecture 3 – Communication with Clients
Business Letters – Avoid bad habits
IT Solutions 4 U
PO Box 2978
Capital City. NSW. 2009 The Manager
Travel Places
PO Box 1134
Large Town, NSW. 2550.
Dear Manager,
IT Solutions 4 U would like to tender for your advertised position as preferred supplier of Information Technology equipment and services.
Our team was recently voted the Most Promising Player in the annual BHCD Awards for ITSQR. We are able to cover all related fields of IT, including network installation, etherware, server configuration, Bluetooth data transfer, and web/wetware interface.
Our team has an extensive knowledge of programming languages sure to suit any situation, from Cobol to Pascal, to C+ or C++ to HTML, Java, and beyond.
We also specialize in upgrading and improving the IT interface to ensure sufficient storage capacity for mainframe configurations. We can protect your data with encrypted keys for stand-alone operations, or for network config.
We look forward to working with you. Our prices will hit you for six!
Yours faithfully,
Ian Brian Manderson Managing Director IT Solutions 4 U
Impersonal: involve the reader personally
Jargon
Jargon Jargon
Has the reader asked for these services?
Discusses the writer not the reader
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Lecture 3 – Communication with Clients
Week 2 – Lecture 3 – Module 1 – Communication Styles
Business Letters
• Make sure the letter has a clear purpose
• Start the letter with a clear, succinct and accurate subject
• The context of the letter is clearly explained, for example:
• Response to your Request for Proposal • Letter of Demand
• Etc.
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Professional Development (300578)
Lecture 3 – Communication with Clients
Week 2 – Lecture 3 – Module 1 – Communication Styles
Business Letters
• Say what is required of the reader
• If action is required, state it clearly with the consequences of doing it (or not)
• If action is required, clearly state the time limit
• Finish with a polite, concluding statement
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Lecture 3 – Communication with Clients
Business Letters
Subject line summarises the purpose of the letter
Week 2 – Lecture 3 – Module 1 – Communication Styles
Context of the letter
Really Big Accountant Firm PO Box 4750
Mammon City, VIC. 3109
1 October, 2007.
Ms Cheryl Tran
16 Greentrees Avenue Pleasant Town, Vic. 3047.
Your signature required on Business Partner declaration form
Dear Ms Tran,
Thank for your sending us your 2005-2006 taxation return papers. We appreciate your prompt reply to our request for these documents.
Unfortunately, however, it appears that you have neglected to sign the Business Partner declaration form.
We are unable to process your taxation papers until you sign this form. Therefore, we have enclosed the form with this letter.
Could you please sign the form where indicated and return it to our office as soon as possible?
Once we have processed your return, we will be able to forward a refund cheque to you.
Thank you for your attention to this matter.
Yours sincerely,
Elizabeth Abacus
Partner
Really Big Accountant Firm
What the reader needs to do
What will happen when this is done
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Professional Development (300578)
Lecture 3 – Communication with Clients
Email
• Written and Asynchronous
• Misused all to often.
• A great email can score a $1 million dollar deal, or a meeting for the deal!
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Lecture 3 – Communication with Clients
Bad Email Examples
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Last weeks class
Look! I can’t get to the lectuerss because I work hard so help me out that’s what you paid for
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Professional Development (300578)
Lecture 3 – Communication with Clients
Bad Email Examples
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Last weeks class
Look! I can’t get to the lectuerss because I work hard so help me out that’s what you paid for
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Lecture
Hello Gracious Sir,
The assessment is confusing please put a light on it, otheriwse I feel I will be confused and not achieve the mark I am deserving
Thank you so much for the help you will give me
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Professional Development (300578)
Lecture 3 – Communication with Clients
Bad Email Examples
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Re: assignemtn
Hey!
You didn’t get back to me. Get back to me ASAP because you’re taking too long! I have assignments todo!!
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Lecture 3 – Communication with Clients
Bad Email Examples Actual emails
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Re: assignemtn
Hey!
You didn’t get back to me. Get back to me ASAP because you’re taking too long! I have assignments todo!!
From: a.student@gmail.com To: a.lecturer@uws.edu.au Subject: Lecture
Dear Sir,
Send me the assessment because I don’t have time to download it.
Ohh and Send to this emailas it would be best for me.
I’ll wait for it!
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Lecture 3 – Communication with Clients
Bad Email Examples Actual emails
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Summer Session
I’m going away over xmas, and module 1 due date no good. I’m going to need a due date after xmas. Oh, and we don’t see you or stuff like that aye, because I’m just goin to do it online. You’re the one who send me the recordings before the lecture right? Like your the one?
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Professional Development (300578)
Lecture 3 – Communication with Clients
Bad Email Examples Actual emails
From: a.student@uws.edu.au To: a.lecturer@uws.edu.au Subject: Summer Session
Hey I need your help
I’m going away over xmas, and module 1 due date no good. I’m going to need a due date after xmas. Oh, and we don’t see you or stuff like that aye, because I’m just goin to do it online. You’re the one who send me the recordings before the lecture right? Like your the one?
From: a.student@gmail.com To: a.lecturer@uws.edu.au Subject: Next
Tague
Wen our assessments due? I like to plan things out u know! I sent an email about an hour ago this already. This is important!!
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Professional Development (300578)
Lecture 3 – Communication with Clients
Week 2 – Lecture 3 – Module 1 – Communication Styles
Poorly written email
From: a.jones@techno1.com.au To: f.smith@techno1.com.au Subject: Todays Mtg!!
hi Fred – OMG U were AWESOME at todays meeting!!! Loved how u got the client to spill their guts bout the new system, can u teach me how 2 do that??
Cheers…..Ante
Well written email
From: a.jones@techno1.com.au To: f.smith@techno1.com.au Subject: Today’s Meeting
Hi Fred,
I just wanted to let you know how impressed I was with how you handled today’s meeting with the client. The way you got them to speak about what they wanted for the new system is something I need to improve. I was wondering if I can please ask you some questions about it?
Maybe over a coffee?
Regards Ante
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Lecture 3 – Communication with Clients
Email
• Make sure email is the right medium for your communication • Clearly state the topic of the email
• Be professional
• Address the receiver correctly
• Provide your name and contact details
• Ensure the content is clear and unambiguous
• State whether or not you need/want/expect a response
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Professional Development (300578)
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Email cont’d . . .
• If you receive an email that you don’t like, (i.e. it is a complaint or a criticism of you/your work), do not write reply in anger
• Compose your response and save it as a draft
• Think objectively about whether your
response will inflame the situation
• Reread and reassess it before you hit ‘Send’
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Lecture 3 – Communication with Clients
Do you communicate?
• Yes, with me. Emails, online, face to face • Fellow students
• Friends and family
• Colleagues – senior and juniors
• Customers at work
• Group members
• Girlfriends, boyfriends.
• Randoms – strangers. What’s the time please?
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Do I have to?
• Yes to:
• To gather information • To give information
• To resolve conflict
• To solve problems
• To be resourceful
• Others???
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Report on the Outcomes
• What you did
• What you didn’t do
• When you did it
• The results of your work
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Professional Development (300578)
Lecture 3 – Communication with Clients
With the client always:
• Be professional and polite
• Restate what you’ve been asked
to do by paraphrasing
• State clearly what you’ll do and what the alternatives are
• Be •
• • • • •
clear about:
What you will do
When you will do it
How long it will take
How much it will cost
Who will perform the activity/task
What the client’s responsibilities are
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Lecture 3 – Communication with Clients
What is the most powerful thing in the universe?
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Lecture 3 – Communication with Clients
An idea!
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Lecture 3 – Communication with Clients
Yet, it is only powerful if you can pass it on. If you can, it infects, changes, destroys, kills, moves, inspires, empowers, and weakens people. It is just like a virus, and the carrier is communication.
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Communication in Practice
• The use of jargon
• If the audience is not known you have to explain everything!
• Demonstrate your competency
• Outline what is to be done, outline what was done!
• Represent your company and yourself in a professional manner. Think about what you are representing
• Eye contact!
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Listening
• Tends to be forgotten as a element of communication
• It is as important, if not more. You are empowering yourself with
information to make an informed decision or response.
• Return biofeedback
• Nodding head to confirm understanding • Paraphrase was was said
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Lecture 3 – Communication with Clients
Presentations
• PowerPoint
• Death by PowerPoint
• Prezi, Slide Rocket, and others.
• Make sure the system you are presenting on has the software
• Think about your audience
• It is not a light show. Don’t use animations to write out text. No one cares about the flashing.
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Presentations
• Have 4 to 5 points per slide for topics
• Use pictures
• You are the presentation not the PowerPoint or your Slides • Don’t talk to your slides or read your slides
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Written Reports
• Common form of communication for ICT Professionals
• Project Proposals, Business Cases, System Analysis and Design, Program Specifications, installation guides, user guide, tender proposals
• Good writing style is a critical skill people neglect
• Can be the deciding factor to win a contract – Project Proposal
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Lecture 3 – Communication with Clients
Visual Models
Visual Models
• Flowcharts – for users to explain what they want; for developers to visualize solution design
• Business Process Models (http://www.bpmn.org/) for standard notations
• Unified Modeling Language (http://www.uml.org/index.htm) for visual
technical models and standards
• Prototypes/mock-ups to show visual context
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Meeting Agenda and Minutes
• A formal record of discussion topics and decisions made
• Should enable non-attendees to recreate the meeting context • Describes alternatives and justifications of agreement
• Outlines actions required by whom and when
• Can be used as a legal document
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International Audience
• Managing English as a second language
• Use simple language and a reduced vocabulary
• Avoid similes and metaphors
• Be careful not to offend participants
• Be respectful of different behaviours and cultures
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Lecture 3 – Communication with Clients
General Rules of Good Communication
• Understand your audience
• Clearly understand your purpose
• Involve your reader or listener personally
• Avoid using jargon, acronyms and unnecessarily complex language • Respond or address the audience’s needs
• Listen to or provide feedback appropriately
• Be polite and courteous!
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Week 2 – Actions
• Read Chapter 12 – Communication Skills (McDermid)
• Read Chapter 2 – The Study of Ethics (McDermid)
• Read Chapter 11 – Professional Ethics and Responsiblities (McDermid)
• Begin Tutorial questions for Module 1
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