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Theory Communication

Theory: Communication

Basics: Synchronous & asynchronous communication

Synchronous communication

  • synchronous: at the same time; running at the same speed

  • The communication partners enter the communication situation at the same time.

  • Examples: direct conversation/meeting, video/audio call

  • Advantages: direct and fast exchange

  • Disadvantages: Lack of interaction rules or lack of consideration. The technology used must be mastered.

Asynchronous communication

  • asynchronous: not synchronous, not simultaneous, not running at the same speed

  • The contributions to communication take place at different times.

  • Examples: Letter, fax, e-mail, chat
    (Note: e-mail and chat are often misused as a synchronous means of communication!)

  • Advantages: no immediate reaction necessary. People can decide for themselves when and how to react.

  • Disadvantages: Replies may come too late or even be forgotten. Information may be more difficult to find, and the references of messages may be unclear. This can lead to misunderstandings.

Here is an overview of the various combinations:

Matrix Synchron Asynchron
Personal
(1:1)		 Call
Videocall		 e-Mail
chat
group
(1:N)		 Telefphone/audio conference
Video conference		 E-mail distribution list
MS Teams channel
Group chat
ESN

Basics: Push vs. pull communication

Push:
Example: E-mail

Features:

  • Sender defines recipient

  • Sender decides what is important for recipient

  • Receiver is passive

  • Closed communication to individuals or a targeted group of people

  • Recipient is extrinsically motivated

Pull:
Example: Chat in teams, post in ESN (Enterprise Social Network = social network in the company)

Features:

  • Sender publishes information

  • Recipient decides what is important to him or her

  • Recipient is active

  • Open communication to everyone in the company or a group or team

  • Recipient is intrinsically motivated

Subject area: E-mail

Incoming e-mail communication

Classify your emails and messages:

  • Complete (five-minute rule)

  • Schedule/define task

  • Forwarding/delegating

  • Archive

  • Delete

Do not reply to e-mails immediately but set time frames for replies.

Turn off email notifications in your Outlook settings if they distract you.

Outgoing e-mail communication

Tips for e-mail communication

  • Define what it is about in the subject line

  • First things first

  • Make short statements, send clear messages

  • Structuring texts (using formatting, inserting links in the text)

  • Give deadlines

  • Schedule communication and decision windows

  • Avoid CC e-mail. CC emails are not honest and not transparent.

    • Content is often not understandable for all recipients

    • No one in CC feels responsible

    • None of the people in CC are really informed

    • The entire communication is suddenly made public for others who are not in the topic

Tips for handling the sending of files

  • only send e-mails with links (no attachments!)

  • Do not use "drag & drop" in email messages, but first save the document to a cloud storage (e.g. files in Teams, OneDrive) and then share the link to it.

Subject area: Chat

Incoming chat communication

  • Use the individual notification options in teams (per team / per channel)

  • Agree on chat rules with your team (e.g. response times)

  • Don't get "infected" by the work behavior of others

  • Use @-Mention to make sure you reach people

  • Maintain and use e.g. the status display in Teams

  • Use the "do not disturb" option consistently for focus work.
    Allow certain people "priority access" if necessary

  • Use the "Quiet Time" setting in the Teams app on mobile devices

  • React to incoming messages: Like, reply or forward

Outgoing chat communication

  • #nohello: please don't just write "hello" in the chat, but state your request or question directly

  • It's all about fast and uncomplicated communication

  • Write as briefly and simply as possible (no long e-mail text)

  • Use @-Mention if you want to address someone directly

Tips for chat communication

  • Define what it is about in the subject line

  • First things first

  • Make short statements, send clear messages

  • Structuring texts (using formatting, inserting links in the text)

  • Give deadlines

  • Schedule communication and decision windows

Tips for handling the sending of files

  • In chats, only share documents by link (no attachments!)

  • Do not use "drag & drop" in chat messages, but first save the document to a cloud storage (e.g. files in Teams, OneDrive) and then share the link to it.

When do I send an e-mail? When do I send a chat message?

E-Mail:

  • Information is also relevant for people who are not part of a team or group. (to be checked: it may make sense to open a new chat group for a topic).

  • Information has an "official" character

  • Information has special compliance requirements (e.g. must
    be stored in an audit-proof manner)

Chat:

  • Team and group communication (instead of cc e-mails)

  • Information should be available to a group for a longer period of time

  • Short questions / answers ("Is the image on page xx final? Has the text been approved? Can we postpone the date?")

  • Discussions and feedback on a topic ("I need your opinion on..., What points do we need to consider?")

  • Chat is faster and more lightweight than email. But keep in mind that the target group is often larger and more open.

Subject area: Meetings

When do I arrange a meeting?

  • Do I just want to inform people, or do I also need feedback or a conversation?

  • What can be done asynchronously - what should be done synchronously (=together)?

  • Caution: Monologues in meetings are an indicator that something could just as well be done asynchronously.

Tips to save time:

  • Share PPT/documents with people and ask for specific feedback via chat

  • Assign "homework" BEFORE the meeting (e.g. "please read through the presentation beforehand") so that the time in the meeting can be used for discussion.

Tips for organizers:

  • Ask yourself: can the topic only be developed in a meeting?

  • Send out appointment invitations with target, agenda and tasks

  • The roles for the meeting have been clarified.

  • Start on time

  • Test technical settings before starting the meeting

  • After the meeting, everyone knows what happens next.

  • Create meeting minutes:

    • What was discussed/decided?

    • Who takes which tasks with them?

Incoming meeting requests

Tips for participants:

  • Decline an invitation if you don't know why you should be at a meeting

  • Show up on time and prepared for the appointment

  • "Multitasking" is rude (and doesn't work). This also applies to online meetings.

  • Give feedback (e.g. use the meeting chat / emojis)

Subject area: Tasks

When you assign a task...

  • Define what it is about in the subject line (also very useful in team chat)

  • First things first

  • Make short statements, send clear messages

  • Structuring texts (using formatting, inserting links in the text)

  • Give deadlines

  • Schedule communication and decision windows

When you receive a task...

Tips for prioritization & task planning

  • Keep track of tasks + deadlines digitally (maintain digital calendar)

  • Check new tasks against your own goals (suppress helper syndrome)

  • Don't be taken by surprise: your working hours are limited

  • If information is missing: Query time slots for tasks and or define them yourself

  • Maintain your to-dos as "equal" appointments

  • Plan ahead

    • What do I need so that I can complete my task? For example, do I lack clear deadlines or information?

    • How long do I need for the task?

    • When do I complete this task (incl. fixed date entry)?

    • What do I have to put on hold to complete this task?

    • Signal to others early on if tasks cannot be completed on time.

  • Maintain your tasks in ONE place (preferably digital)

    • Use ToDo and Planner, for example, to create task overviews (advantage: direct connection to chat & email)

    • Avoid jumping back and forth

    • Keep the search for information to a minimum

Overview "Which tool do I use for what?"

Think about which tools you have been using for communication and collaboration.

The following overview may help you to reconsider your decisions:

Intention Traditional proposal Possible alternative
Voting Team meeting Teams post with vote with likes
Passing on information
e.g. Current project status		 Meeting Teams post with linked PPT if necessary
(Technical) question with unknown contact person Post in ESN Viva Engage
Assign task e-Mail Task in Planner
Instructions / Documentation e-Mail distribution list Teams-Post / Group-Chat with link to document / wiki page
emotional topic Phone call personal conversation
Video call with MS Teams if necessary
Urgent question e-Mail with priority "Important" Teams chat/post with "Important" and \@mention
if possible with a link to more details
Feedback to individual Meeting Chat/video call
Feedback team/group Meeting Teams channel / video call
Company feedback e-Mail ESN
...

Evergreen approach

The evergreen approach entails continuous software development, where updates are regularly deployed directly to users. This method contrasts with the traditional practice of releasing infrequent, large updates that encompass numerous changes.

New features and functions can appear every month. It therefore makes sense to regularly engage with your tools in a continuous learning process.

Even if you are very familiar with your tool, there may be new functions that are of interest to you.