Building Relationships for Business Growth

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Building Relationshipsfor Business Growth
Intra-Communication and Relationships Mr. Mike
Ruede
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Communication

• How does it start?
• Inside or outside the walls of your company
• Origins of miscommunication
• Misinformation can quickly snowball throughout
  every department

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Communication

• Sales Customer Communication
• PUT IT IN WRITING on the contract
• Give clear and detailed information
• Make sure your bid documents match
• Make sure all the information can be read and
  transferred easily
• You want NO misunderstandings

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Communication

• Sales Customer Communication
• Extract detailed information from the customer
• You will need to translate the information to the
  next person
• Review documents with the estimator or designer
• Formulate a list of questions/concerns together
• Meet with the customer to discuss
• If you cant meet in person, send an email after
  the phone conversation

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Processes Procedures

• Important to have a reporting system in place
• Step-by-step instruction manual to coordinate
  parts between or within departments
• Establish guidelines to help employees stay
  within parameters
• Assure all departments are aligned to achieve
  corporate goals, objectives and activities

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Processes Procedures

• Require constant follow-up by managers and
  department heads
• Spur intra-company communication
• Need to be opened for review, revision or
  refinement periodically
• Helps maintain employee buy-in
• Helps them stay aligned with goals and objectives

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Defining Departmental Duties

• Office rumblings
• Keeping employees/managers focused in their own
  backyard is difficult
• Define departmental and individual
  duties/responsibilities
• Departmental fences must be established to
  maintain order!

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UnderstandingDepartmental Duties

• Help departments understand each others duties
  and personalities
• Coach both sides
• Should NOT take sides
• Explain in detail what a typical day is for each
  department/individual involved

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UnderstandingDepartmental Duties

• Help departments understand each others duties
  and personalities
• Explain the need for fences and why it is
  important to stay within the fences
• RESPONSIBILITY departmental and individual
• ACCOUNTABILITY departmental and individual

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Serving Internal Customers

• Internal customers
• Other departments and individuals

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Serving Internal Customers

• What does this mean and how does it work?
• Sales force
• Liaison between all departments and the customer
• Depend on the other departments to get the job
  done correctly and on time
• Need support and commitment from the departments

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Serving Internal Customers

• What does this mean and how does it work?
• Design manager
• Critical internal customer is the production
  department
• Need to get them the information on time to
  produce a quality product for on time delivery

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Serving Internal Customers

• What does this mean and how does it work?
• Bottom line All departments have other
  departments within your company who are their
  customers
• Teach and coach managers and their personnel on
  the importance of internal customers!

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Training, Training, Training

• Lowest investment for the highest return
• How to choose the right program/seminar?
• Have you attended it? Would you be willing to
  attend it with them?
• Why should you go?
• Evaluate what you can use in your business
• Reinforce what they learned
• Help practice and manage it

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Training, Training, Training

• Lowest investment for the highest return
• Training programs are best done in groups
• Accountability
• Build and bounce ideas off each other
• Get each other to buy in

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Training, Training, Training

• Training not only helps employees be all they can
  be, training helps employees be all that you want
  them to be!

Training Today at 100 PM
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Growing Leaders/Management

• Teach, Mentor, Teach!
• Pass on the all the STUFF youve learned
• Teaching an employee/manager is like water to a
  plant
• Without it they will die before your eyes and
  take a few more with them

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Growing Leaders/Management

• Teach, Mentor, Teach!
• Seriously encourage potential leaders to read
  every book they can
• Try different techniques in different situations
• Discover what works or doesnt work

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Growing Leaders/Management

• Teach, Mentor, Teach!
• Share your stories and experiences and make it
  your goal to make them a better leader/manager
  than you are
• Growing leadership in any employee is your
  responsibility

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Accountability

• Most difficult/delicate task for a manager
• Easily managed when established up front with
  employees

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Accountability

• Most managers fail on enforcement of
  accountability
• Let slip-ups happen more times than necessary
• Difficult to correct when it becomes routine
• Solution Manage the rules, guidelines,
  responsibilities and parameters you establish
  everyday

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Accountability

• Most managers fail on enforcement of
  accountability
• Managers are not consistent
• Employees like consistency
• Solution Enforce accountability everyday

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Managing Conflict

• Managing conflict is like refereeing a boxing
  match
• Managers are brought into the conflict after 4 or
  5 rounds have occurred
• Separate and counsel
• Ask questions
• Get a clear understanding
• Help identify solutions

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Managing Conflict

• Managing conflict is like refereeing a boxing
  match
• Bring parties back together
• Discuss proposed solutions
• Begin healing process
• Re-establish procedures, parameters and
  communication

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Managing Conflict

• Conflicts arise from employees attacking each
  other and NOT the problem
• Teach employees to attack the problem

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A Little Ditty

• Once upon a time there were four employees their
  names were EVERYBODY, SOMEBODY, NOBODY and
  ANYBODY. Whenever there was an important job to
  be done, EVERYBODY was sure that SOMEBODY would
  do it. ANYBODY could have done it, but NOBODY did
  it. When NOBODY did it, EVERYBODY got angry
  because it was EVERBODYS job. EVERYBODY thought
  that SOMEBODY would do it, but NOBODY realized
  that NOBODY would do it so consequently EVERYBODY
  blamed SOMEBODY when NOBODY did what ANYBODY
  could have done in the first place!

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MORAL of the DITTY

• If everybody communicates to somebody so that
  anybody could understand, then nobody ever comes
  into the picture!!

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Open Forum Discussion

• Questions on Intra-Company Communications and
  Relationships