Positive

Communication
Positive words lead to positive actions

Ashok Holani
Objectives
• Basics of communication
• Factors important for planning communication
• Factors for effective communication
• Dos and don’t of communication
• Communication styles
Communication
• What is communication ?
Simplistic model of communication
More dynamic model of
communication
 P1

P4 Task/Msg P2

P3
Business objective of communication
• Information sharing
• Instruction
• Influence
• Advise
• Feedback
• Mentoring
• Training

• Maintain
• Team cohesion
• Work efficiency

• Avoid
• Accidental communication – e.g effort to motivate may lead to demotivation
• Expressive communication – emotions are visible
7Cs of communication
Cs Relevance

Complete Required information is there

Courtesy/Consideration Improves relationships/Build mutual respect

Clarity Makes comprehension easier

Correctness Builds confidence

Concreteness Reinforces confidence

Conciseness Saves time

Coherent Bring focus

Communication plan
• Like Software development and testing, communication also require planning
• What
• When
• Where
• How much
• How
• Formal/informal
• Verbal/written
Important factors in planning
communication
• Message is dependent of the (business) objective
• Subject– Inform client about someone leaving org
• Additional business objective – Persuade the client agree for replacement

• Understanding target audience

• who are they and your relationship with them?
• How much do they already know about the subject ?

• Audience expectations
• Be aware of the live feedback and adjust appropriately
• Tailor the message – include what is relevant
• Achieve – improved engagement
Exercise – Tailoring message as per target
audience
An issue “ duplicate id” was blocking the team and potentially could have derailed the project, is now
resolved. Send messages to -
• Client
• Lead
• Project team
• Client
Dear <Name>,
I hope this email finds you well. I am pleased to share the progress we've made on the project. We have resolved the issue of duplicate ids and now we are
ready to move forward to compete the remaining tasks of the sprint. I look forward to discussing this in more details during our meeting tomorrow.
Best regards, <Your Name>

• Lead
Dear <Name>,
I wanted to update you about the progress we made on duplicate id issue. Today with the help from <name> we were able to resolve the issue. Now we are
ready to move to the remaining tasks of the sprint. I want to thank you for your continuous guidance and trust, which helped in achieving these results
Best regards, <Your Name>

• Project team
Hi Team,
I want to share a good news with you. The duplicate id issue, which was holding us up, is now resolved. Thanks to <name> for timely help in debugging and
isolating the issue. The project is back on track now. I request you to resume your blocked tasks.
Cheers, [Your Name].
Important factors in planning
communication
• Credibility of person(s) is important
• Be genuine; Practice what you preach
• Don’t under deliver
• Gracefully accept mistakes
• Subject matter expert
• Goodwill
• Past track record
• Attitude - Business nothing else Vs sympathize Vs Empathize
• Focus on delivery. Stop complaining.
• I am sorry that you are being required to put extra hours but we do not have much choice.
• I understand this project is demanding. I am sure you will be able to overcome all the obstacles. Be assured that
you are not alone in this, I am here for any support, you may need.
Important factors in planning
communication
• Understand interpersonal risk – make or break relations
• Active listening
• Be open to change your position
• Find common ground
• E.g communication between developer and tester
• Rank is important - What is said vs who said
• How it is said is very important
• Proximity and accessibility matters
• Message is dependent on medium
• You don’t write the same way as you speak
• Written communication should have call for action and follow up
• A medium can be the message itself
• We can use a combination of multiple mediums
Important factors in planning
communication
• Medium depends on
• Level of sensitivity of information to be communicated
• Relationship
• Communication method the sender/recipient prefers
• Amount of information to be shared
• Urgency
• Efficiency of the communication process
• Guidelines for choosing appropriate medium
• When delivering delicate information, - phone, meet in person., video call
• When you must convey a lot of detailed information, - email
• For short message/quick response, one on one/group - IM
• If you have something extremely important to discuss, in person or video call.
• Do not put anything in writing if you do not want to be quoted
Communication medium??
• A quick clarification on requirement
• Important communication to stake holders on delay in delivery date
• Sharing the status of testing status giving details of test cases and defects
• Sharing possible design approaches for the project
• Discussion on requirement/design for the project
• Performance feedback
• Getting quick authorization from your management for the discount you want to offer to
customer
• Communicating your concern related to career advancement
• Informing about a road block in the project
Important factors in planning
communication
• Must be prepared for anticipated/probable response
• Message is lost in personality – people are worried about
• Reputation
• Shy/low confidence
• Fear – social stigma, branded

• What is unsaid is equally important

• You can not choose not to communicate – even silence is an act of communication
• No problem can be solved by not communicating
• Timing of message
Important factors in
planning communication
• Correct usage of the word
• Beautiful can not be used for
boys
• Maximize clarity and minimize
ambiguity
• I saw the man with the
binoculars
• Looking over the fence, I saw
her duck
• Ashish hates Nilesh because
he loves Smita
Exercise
1. Hold up the paper
2. Fold the paper in half.
3. Cut off the top right corner of the folded paper.
4. Fold in half again.
5. Cut off the top left corner of the paper.
6. Fold in half again.
7. Cut off the bottom right corner of the paper.
8. Fold in half.
9. Cut off the bottom left corner of the paper.
10. Unfold the paper.
To be continued…