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DISCUSSION
GROUP
What's on your mind?
Packaging Horizons
Communication Tools: What are They and How do you Use Them?
Professional management and development training can help position your career for future opportunities.
Francine Cheeseman Shaw, VP/GM, DuPont Polyester Films Business, Wilmington, DE
Nothing can take the place of face-to-face communications between our company's leaders and the people who rely on them for guidance. Our organization stresses face-to-face communication as often as possible. We also establish clear expectations for our leaders in terms of how they should communicate.
We practice "FELT" leadership--leadership from the heart--that underscores the importance of face-to-face communications. We truly care about the people with whom we work. For example, our Safety Face-to-Face program offers personalized safety training in our manufacturing plants.
My leadership team and I are in constant communication. Perhaps what is most important to us is an open, honest and trusting environment among all members of the team. The members feel empowered to act upon the issues individually or with others as appropriate.
In terms of other verbal communication, I check my voice mail three to four times a day. I believe every person who calls me believes his or her need is important. I also refer calls to others in my organization where it makes sense because of their special knowledge or expertise.
Electronic mail is also an important part of DuPont Polyester Films' communications toolbox, although it can never take the place of face-to-face communication. I use it, and so does my entire global leadership team, to augment our communications. We are all on a common communications network and have laptop computers, which helps us converse anywhere, anytime.
I like to deal with mail--electronic and voice mail--as I receive it. I either handle it personally or forward it to someone who is better able to respond, based on their knowledge and area of expertise. Our team is also aware of who really needs to see memos or other communications, so we can keep the e-mail noise, or memo overload, to a minimum.
Andrea L. Martin, supplier development category manager, marketing services, E. & J. Gallo Winery, Modesto, CA
We use e-mail extensively for internal communication. I respond as soon as I open the file whenever possible. If research is needed to respond, I hold the e-mail message in my in-box until I have an answer, and then respond. I attempt to check my mail several times during the day and always try to respond immediately after reading. I sort and save mail by the sender's name.
Electronic or paper memos can effectively confirm verbal discussions, ensuring that each participant has the same understanding of a discussion or meeting. Concise, to-the-point memos are effective communications. Extremely long, unnecessarily wordy memos are ineffective. A memo to announce that something else is coming is junk mail.
I check my voice mail at least every two hours and return important calls immediately. Other calls are saved and returned usually within 24 hours. When meeting with people, I follow a few guidelines: Have a timed agenda; allow everyone to speak; assign action items; conclude with a summary of the meeting.
Face-to-face communication is essential when negotiations are taking place. Also, when we are reviewing a complex project, it's important to have everyone "looking at the same thing." In fact, direct, personal communication is necessary anytime interpretation can be questionable.
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