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The Art of Communicating with Americans

TCSAFEA & Challenger Consulting

Shenzen, Guangzhou, Beijing

September 2014

Ray Ju, PMP, CSM, GC, MBA, MAL

Past President, PMI San Francisco

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Welcome and Introductions

The Art of Communicating with Americans

• Thank You to TCSAFEA, Challenger Consulting and PMI China

• Who am I?

Native of San Francisco, California

Parents from Taishan

Healthcare, Bio Pharma, Consulting, High Tech, Finance

• Who are you?

Name

Industry

Job Title

Expectations

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Agenda

• Welcome and Introductions

• Comparisons between China and US

• Stereotypes

• Communications

• Non-Verbal

• Spoken

• Written

• Do’s and Don’ts

• Comments and Feedback

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Comparisons between China and US

• Geography

• Population

• Economy

• Globalization

• Cross Cultural

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Stereotypes

• Looking through a lens

• How did we get ours?

• Neither good or bad

• Based on fact or fiction

• Subjective or objective

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Stereotypes

• What are some of yours of Americans

• Americans are …

• How do you think Americans see Chinese?

• Chinese are …

• Shapes our values, beliefs and behaviors

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Communications

• What is “communications”?

• How do we communicate?

• Formal or Informal

• Low Context and Direct vs. High Context and Indirect

• PMI Project Management Body of Knowledge v5,

Chapter 10 – Communications Management

http://www.cram.com/flashcards/pmbok-chapter-10-project communication-

management-1853174

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Communications

• Push: Send information

• Pull: When information is retrieved

• What are the popular types of communication on your teams?

• Communications the “glue” that connects project stakeholders

• Communication channels goes up, so does complexity

Number of communication channels, N = n(n-1)/2

3(3-1)/2 = 3 6(6-1)/2 = 15 12(12-1)/2 = 66

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Non-Verbal / Seeing

• First 10 seconds

• What do your instincts tell you?

• Image and appearance

• Situations and environments

• Body Language consistent or conflicting

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Non-Verbal / Seeing

• Peace Corps training

• Mehrabian’s Rule 7/38/55%

• Distance and personal space

• Smile and handshake

• Facial expressions

The Art of Communicating with Americans

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Spoken / Hearing

• Small Talk to get comfortable

• Do’s subjects to discuss

• Don’t touch on sensitive subjects

• Speaking techniques

• KISS

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Spoken / Hearing

• Avoid using Technical Jargon, Acronyms and Slang Terms

• Active Listening

• Consistent with Body Language

• Etiquette and protocol

• The Elevator Speech

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Written / Input by hand

• What is the message about?

• Who is the audience?

• How is it transmitted

• Preferences of receiving

• Multi-Generational gaps

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Written / Input by hand

• Be concise

• Text Messaging

• Social Media

• Collaboration Tools

• A3 Report Process

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A3 Way -– Toyota Production System

The Art of Communicating with Americans

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Do’s and Don’ts

Communicating Do’s Don’ts

Non-Verbal

First Impression

Warm Smile

Eye contact

Firm handshake

Proper attire

Look defensive

Encroach personal space

Poor posture stand & sit

Forget grooming

Spoken

Gather thoughts

KISS

Active Listening

Clear and concise

Use English or Translator

Discuss sensitive topics

Use Techno Babble

Interrupt

Be too quiet

Written

Reader’s perspective

Less is better

Stay focused

Know your audience

Respect etiquette

Send 1st draft

Overwhelm with details

Publish harmful content

Assume understood

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Summary

• Communication Currency = Non-Verbal + Spoken + Read

• A Project Manager cannot control all communications, they should

though try to control and prevent miscommunication, unclear

directions and scope creeps

• Interpersonal soft skills that effective Project Managers posses:

Leadership Communication

Team Building Motivation

Influencing Decision Making

Negotiation Political and Cultural Awareness

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Comments and Feedback

• Clarify a point

• One Take-Away

• Implement Personal Action Plan

• Practice and rehearse

• No risk, no reward

The Art of Communicating with Americans

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Thank You

The Art of Communicating with Americans

Ray Ju

rayju@sbcglobal.net

1.415.845.8880