After 15 years in the IT industry, I've discovered that the single biggest contributor to success is effective communication. In this situation, I'll describe lessons I've learned about how to improve communication and how to increase the chance of high customer satisfaction.

1. David Giard, MCPD, MCTS, MCSD, MCSE, MCDBA, MBA www.DavidGiard.com DavidGiard@DavidGiard.com Effective Communication In the Workplace

2. A Tale of Two Programmers

3. Juan

4. Ammal

5. What are Lessons Can Juan Learn? First impressions are vitally important Clarify understanding Get feedback early and often

6. Feedback? Meet key people early Daily Stand-up Status Reports Meet regularly Performance Reviews

7. First Meeting Meet first week Manager’s priority Your experience and interests Take notes. Keep notes nearby.

8. Daily Stand-up ≤ 15 Minutes Yesterday’s accomplishments Today’s plans Obstacles

9. Status Report This week’s accomplishments Next week’s goals Issues Sample status report

10. Performance reviews Short-term project: End of project Long-term project: Every 3 months Bring notes from last meeting Brag about accomplishments Solicit honest feedback Take notes. Keep notes nearby.

11. Review Meet key people early Daily Stand-up Status Reports Meet regularly Don't be afraid of your manager

12. Improving Your Communication

13. Communication is a skill

14. Be polite “Please” and “Thank you” Look people in the eyes Take out that stupid phone earpiece

15. How do I get what I want? Ask List benefits Don’t talk past the sale

16. Improve your spoken communication skills Don’t fear the manager Ask questions Active listening

17. With whom should I talk? Managers Subordinates Colleagues The experience guy The new guy Do NOT be afraid

18. What should I talk about? Work Hobbies and Interests Sports, Movies, TV Travel Families

19. Any topics I should avoid? Politics Religion Sex

20. Things to check at the door Prejudices Vulgarities

21. Improve your written communication skills Spell and Grammar check Assume everything you write is public Be concise Avoid jargon Active voice “Elements of Style”by Strunk & White

22. Goals of effective communication Early feedback Frequent feedback Verify understanding Be Inclusive Keep it professional Fear Not!

23. A word of caution Balance

24. And Finally… Be brief!

25. Moral If you’ve seen Juan, You’ve seen Ammal!

26. Thank you DavidGiard.com