Building
the
Collaborative Workplace
Housekeeping
Phones and pagers off please.
Restrooms / break rooms are located…
We will take regular breaks throughout
the day.
Please be on time when returning from
breaks.
Share ideas and have fun!!
2
Goal: A Collaborative Continuous
Improvement Culture
(Why this class?)
Lean Enterprise strategy involves everyone in realtime problem solving and driving waste out of the
organization.
We need to include the ideas and knowledge of
everyone in the organization in this effort, including
Limited English Speakers.
We must build and grow a spirit of collaboration in
order to focus on this goal.
3
Agenda and Learning Objectives
Module 1 Communication and Culture in Context
Define communication and recognize the impact of culture on
communication
Module 2 Practical Strategies for Workplace
Communication
Demonstrate and practice strategies for improving
communication across language and cultural barriers
Module 3 Culture Learning and Bridging the Gap
Broaden knowledge of Hispanic/Latino culture and develop
strategies for teamwork and workplace interactions that
acknowledge the impact of culture
4
The House of Lean Workplace
Communication Strategies
A Collaborative Continuous Improvement Culture
A Collaborative Continuous
Improvement Culture
Define Expectations
Bridge the Gap
Seed and Cultivate
Participation
Watch for Nonverbal Clues
Paraphrase for
Clarification
Effective Listening
Strategies
Useful Checks for
Understanding
Open Atmosphere
Structured
Task Training
“Lean” English
Build Trust
Basics of
Communication
Head
Work
5
A Model of Communication
(direct, specific, and
non-punishing)
Sending Clear Messages
Sender
Receiver
Filters
Giving Effective Feedback
(listening, attentive,
following, reflecting)
6
Atmosphere is Everything
Module 1
Activity 2 –p.5
7
The Impact of Culture
Module 1
8
Oral Fluency
The Spectrum of Limited English
Speakers
high fluency
low literacy
high fluency
high literacy
low fluency
low literacy
low fluency
high literacy
English Literacy
Module 1
Activity 3 –p.7
9
Key Workplace Communication Skills
Big Picture Overview
1. Take Time to Establish Relationships
2. Encourage and Grow Openness and Participation
3. Consider the Impact of Culture
Module 1
10
BREAK
11
The House of Lean
Workplace Communication Strategies
A Collaborative Continuous Improvement Culture
A Collaborative Continuous
Improvement Culture
Define Expectations
Bridge the Gap
Watch for Nonverbal Clues
Paraphrase for
Clarification
Useful Checks for
Understanding
Open Atmosphere
Module 2
Seed and Cultivate
Participation
Effective Listening
Strategies
Structured
Task Training
“Lean” English
Build Trust
Basics of
Communication
Head
Work
12
“Lean” English – Simplify and Monitor Slang
We are shorthanded upstairs in final prep, so I need you to
head up and give John a hand. Go upstairs and tell John I
sent you to fill in, hang out there and work as long as he
needs you, and when you are finished there, head back
down. Just make sure you touch base with me as soon as
you get back. Got it?
Module 2
Activity 1 –p.9
13
“Lean” English
Monitor Slang
How many pounds of product can you knock out in an
hour?
We are going to ramp up production.
HR gave us a heads up about changes coming down the
pike.
There’s a bottleneck we have to get a handle on.
Module 2
Activity 1 –p.9
14
Structured Task Training
 Analyze the content. Think it through.
 Break it into steps.
 Use consistent language to describe the steps.
 Use visual cues. Model the steps.
 Involve as many senses as possible.
 Trainee repeats and practices the steps.
 Trainer gives feedback.
 Trainee demonstrates mastery.
 Trainer gives positive feedback.
Module 2
Activity 2 –p.9
15
Check for Understanding
Open Ended Questions Begin:
Closed Questions Begin:
What......
Do.....
How.....
Are.....
If.....
Can.....
Who.....
Have.....
When.....
Would.....
Where.....
Should.....
Module 2
Activity 3 – p.10
16
Use Open Ended Questions
Looking for the Right Question…
1. Can you read this chart?
2. Are you going to work this weekend?
3. Do you have any questions about this training?
4. Can you do this set-up yourself?
5. Are you happy with your current job?
6. Should you report this problem?
Module 2
Activity 3 –p.11
17
Listening Strategies
Focus on Key Words
Use Silence - Wait
Restate the Gist as Clarification
- Mirror the Message.
Other strategies
Module 2
Activity 4 –p.12
18
Communication
Do’s
&
Don’ts
• Speak slowly
• Speak louder
• Simplify your speech
• Use broken English
• Check for understanding
• Use slang or idioms (unless you
explain them)
• Ask clarification questions
• Over-pronounce words
• Ignore mistakes, focus on the gist
• Talk “down”
• Correct by paraphrasing, modeling
• Assume that you have been
understood when listeners nod
and say yes
• Be patient, wait
Module 2
Activity 5 –p.12
19
Key Workplace Communication Skills
Big Picture Overview
1.
Take Time to Establish Relationships
2.
Encourage and Grow Openness and Participation
3.
Consider the Impact of Culture
4.
Use Simple, Direct Communication
5.
Use Effective Comprehension Checking
6.
Listen Effectively and Actively
7.
Work to Understand Accents
Module 2
20
BREAK
21
The House of Lean
Workplace Communication Strategies
A Collaborative Continuous Improvement Culture
A Collaborative Continuous
Improvement Culture
Define Expectations
Bridge the Gap with
Champions
Seed and Cultivate
Participation
Effective Listening
Strategies
Non-verbal Clues
Paraphrase for
Clarification
Useful Checks for
Understanding
Structured
Task Training
“Lean” English
Build Trust
Basics of
Communication
Open Atmosphere
Module 3
Head
Work
22
Features of Non-Verbal Communication
Space
Time
Manner of Speaking
Gestures
Eye Contact
Body Language
Module 3
Activity 1 –p.14
23
North American vs. Latin American
American
Individualistic
Latin American
Financial support of family is
important and expected
Independent
Self-reliance is expected
Sense of belonging and first loyalty
to family
Personal goals of freedom,
challenge, and achievement
People who are not family or close
friends are often mistrusted
Individual remain somewhat
independent of organization
Interaction at work is important and
expected
Task oriented
Employees dependant on the
organization
People are managed as individuals
Relationships prevail over tasks
Module 3
24
A Model for Problem Solving
Problem
Solution
Module 3
Activity 2 –p.17
25
Define Expectations
Values, Norms, Assumptions
The way we do things around here
Workplace Cues and Reminders
Orientation and Training
Module 3
26
Tips for Increasing Participation
Explain
Learn
Prep
Seed
Ensure everyone gets a turn
Be patient
Develop a champion
Module 3
27
Profile of a Champion
1.
Bilingual
2.
Socially Recognized Leadership
3.
Cross-Cultural Skills
4.
Interpersonal Communication Skills
5.
Area Knowledge
6.
Strong Commitment To Training
7.
Availability And Willingness To Spend Time
8.
Patience/Tolerance/Respect For Others
9.
Sense Of Humor
10. Organizational Skills
Module 3
28
Workplace Communication Skills
Big Picture Overview
1. Take Time to Establish Relationships
2. Encourage and Grow Openness and Participation
3. Consider the Impact of Culture
4. Use Simple, Direct Communication
5. Use Effective Comprehension Checking
6. Listen Effectively and Actively
7. Work to Understand Accents
8. Employ Sharp Powers of Observation
9. Question Assumptions (yours and theirs)
10.Define Expectations Openly
Module 3
29
The House of Lean
Workplace Communication Strategies
A Collaborative Continuous Improvement Culture
A Collaborative Continuous
Improvement Culture
Define Expectations
Bridge the Gap
Seed and Cultivate
Participation
Watch for Nonverbal Clues
Paraphrase for
Clarification
Effective Listening
Strategies
Useful Checks for
Understanding
Open Atmosphere
Module 3
Structured
Task Training
“Lean” English
Build Trust
Basics of
Communication
Head
Work
30
+
What was valuable?
What could have
been better?
What’s your Plan of Action?
Module 3
31