M9: Communication

Question 1

Commander’s Intent (CI)

Answer 1

It’s a crisp, plain-talk statement that appears at the top of every military order, specifying the plan’s goal, the desired end-state of an operation.

The hard part is weeding out ideas that may be really important but aren’t the most essential idea.

Question 2

Core message

Answer 2

The value of the core comes from its singularity. You can’t have 5 north starts, you can’t have 5 most important goals.

(Southwest: THE low-cost airline.
Clinton: If you say 3 things, you don’t say anything.
Newspaper: Names, names, names)

Question 3

A Simple message consists of:
SIMPLE =

Answer 3

Core + Compact

Question 4

Cervantes definition of “proverbs” echoes our definition of simple ideas:

Answer 4

Short sentences (Compact)
drawn from long experience (core)

Question 5

The most common criticism of managers in surverys has been

Answer 5

Poor listener

People judge you based on what
they see you do more than what
they hear you say.

Question 6

Modeling has to be…

Answer 6

Authentic (not seen as obligated)
Observable (others are aware of it)
Routine (doesn’t happen once)

Question 7

Leaders were 10 times more
likely to be criticized for
X than
for Y

Answer 7

Leaders were 10 times more
likely to be criticized for
under-communicating than
for over-communicating

Question 8

What do leaders don’t say enough when communicating ideas/decisions…

Answer 8

BECAUSE

Also… give examples, abstract communication is not useful. Give concrete examples.

Question 9

Some examples of simplifying devices to communicate:

Answer 9

• Use anecdotes
• Use metaphors

Question 10

5 Key principles of communication

Answer 10

1. Contrast (need a comparison) Harvard vs. Stanford
2. Simplicity versus complexity
3. Objective evidence
4. Singular focus
5. Repetition
6. Multiple modalities (sight, sound…)

Question 11

Normative influence is

Answer 11

People are more likely to comply
with requests that are consistent
with what similar others are doing.
- Canned laughter
- “Salting” tip jars
- The sidewalk study looking up

NOT Wikipedia donation example: 99% people don’t donate..so..

Question 12

When broadcasting messages…

Answer 12

(De)individuation

*Enhance individual accountability
look at your
finger, elongate it, and point it at somebody! (i.e. medical emergency)

• Watch out for group size (larger the group, the more likely diffusion of responsibility will occur)

*Clarify job responsibilities (in-role/extra-role)