Download Organizational Communications: Building Relationships

Building Trust &
Inspiring Passion
PRSSA National Conference
October 15, 2011
Common View of Public Relations
 Reporter
 Promoter
 Apologist
Common View of PR People
 Reporter
 Promoter
 Apologist
Aspirations for PR People
 Leader
 Change agent
 Relationship builder
Fundamental Question
When it comes to delivering on
the promises you make
and the expectations you create,
does your organization know
how to walk the talk?
TRUST
Be a champion of trust!
TRUST
Be a champion of trust!
TRUST
A belief that people will
do the right thing in
the right way at the right time
It’s more than
getting
attention or
making a sale.
TRUST
It’s about
loyalty
over the
long-haul.
Customer Trust
It’s about Everything!
TRUST
TRUST
Employee Engagement
“A heightened emotional connection that
an employee feels for his or her organization …
and that influences him or her to exert
greater discretionary effort to his or her work”
12
Employee Engagement
The Value
Only 29% of U.S. workers
considered truly “engaged”
(71% “disengaged!”)
“Actively disengaged” workers
in total cost U.S.
over $300 Billion per year!
Individually,
“disengaged” workers
cost their employers
$13,000 per year!
13
Employee Engagement
The Value
Top performing companies are actually
raising employee engagement levels
in the present economy
These organizations are
increasing revenue growth
by 4.5 times more than
poor performers
14
Employee Engagement
Employee Engagement
“Only when people know what it feels like
to be first in someone else's eyes can
they sincerely share that feeling with
others. We're not saying choose your
people over your customers.
We're saying focus on your people
first because of your customers.
That way, everybody wins."
Employee Engagement
What does it
take to build a
high-trust workplace
and an
engaged workforce?
Employee Engagement
“The brand is simply a
lagging indicator of
the culture.”
-- Tony Hsieh
CEO, Zappos
Author, “Delivering Happiness”
Employee Engagement
Nationwide Survey
Workers
Managers
Interesting work
Job security
Tactful discipline
Being “in” on info & decisions
Good wages
Loyalty to employees
Appreciation of work done
Chance to advance
Good working conditions
Sympathetic help w/problems
Kenneth A. Kovach
George Mason University
Employee Engagement
Nationwide Survey
Workers
Interesting work
Job security
Tactful discipline
Being “in” on info & decisions
Good wages
Loyalty to employees
Appreciation of work done
Chance to advance
Good working conditions
Sympathetic help w/problems
1
4
9
3
5
8
2
6
7
10
Managers
5
2
7
10
1
6
8
3
4
9
Kenneth A. Kovach
George Mason Univ.
Building Success - Inside Out
TRUST
People-First
Systems, Policies
& Practices
• Measurement
•
•
•
•
Rewards & Recognition
Communication
Learning & Development
Continuous Improvement
Management
Credibility Factors
• Caring
•
•
•
•
•
Honesty/Openness
Responsiveness
Competence
Reliability
Apology
Goals - Strategies - Planning
VALUES & PRINCIPLES
Interaction
Authenticity
Inclusion
Speed
“Real-Life,
Real-Time
Communication”
Relevance
Access
to
Information
Availability
of
Information
Real-life, Real-time Communication
Interaction
Real-life, Real-time Communication
Interaction
Employees are NOT
a “target audience!”
Real-life, Real-time Communication
Interaction
Employees are NOT
a “target audience!”
“Propaganda ends
where dialogue begins.”
(Marshall McLuhan)
Real-life, Real-time Communication
Speed
Organizational
communication has to
operate at the
speed of life.
Real-life, Real-time Communication
Availability of information
“An individual without information
cannot take responsibility.
An individual with information
cannot help but take responsibility.”
(Jan Carlzon)
27
Real-life, Real-time Communication
Access to Information
Availability without access
is like having a key without
knowing what door it opens.
Real-life, Real-time Communication
Relevance
Avoid the trap of giving
people too much of the
information they don’t need
– and too little of what they do.
Real-life, Real-time Communication
Inclusion
Cutting someone out of
the communication loop is
like cutting off the blood
supply to part of the body.
Real-life, Real-time Communication
Authenticity
“The use of buzzwords
anesthetizes you to
the truth.”
(Warren Bennis)
Real-life, Real-time Communication
Mission Control
Golden Rules of Communication
1.
Always approach people as the source of the solution …
not the cause of the problem
Golden Rules of Communication
1.
Always approach people as the source of the solution …
not the cause of the problem
2.
The only terminal communication breakdown is
disengagement … so keep the dialogue going
Golden Rules of Communication
1.
Always approach people as the source of the solution …
not the cause of the problem
2.
The only terminal communication breakdown is
disengagement … so keep the dialogue going
3.
Communication is too important to be left in the hands
of professional communicators … so share the knowhow and build broad connections and relationship
Golden Rules of Communication
1.
Always approach people as the source of the solution …
not the cause of the problem
2.
The only terminal communication breakdown is
disengagement … so keep the dialogue going
3.
Communication is too important to be left in the hands
of professional communicators … so share the knowhow and build broad connections and relationship
Be the champions of trust!
Contact Us
Les Landes, APR
President
Landes & Associates
[email protected]
www.landesassociates.com
314-664-6497
Joe Hice, APR, CPRC
Vice President, Public Relations and Marketing
Moffitt Cancer Center and Research Institute
[email protected]
813-745-1539