Handbook of Decision Analysis, 2nd Edition

13Communicate with Decision‐Makers and Stakeholders

I know that you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant.

—Author Unknown

The most important thing in communication is to hear what isn't being said.

—Peter Drucker

CHAPTER MENU

• 13.1 Introduction
• 13.2 Determining Communication Objectives
• 13.3 Communicating with Senior Leaders
• 13.4 Communicating Decision‐Analysis Results
  • 13.4.1 Tell the Decision‐Maker the Key Insights and Not the Details
  • 13.4.2 Communicating Quantitative Information
  • 13.4.3 Finding and Telling the Story
  • 13.4.4 Best Practices for Presenting Decision‐Analysis Results
  • 13.4.5 Best Practices for Written Decision‐Analysis Results
• 13.5 Communicating Insights in the Illustrative Examples
  • 13.5.1 Roughneck North America Strategy
  • 13.5.2 Geneptin
  • 13.5.3 Data Center Location
• 13.6 Summary
• Key Terms
• References

13.1 Introduction

Decision analysis is a sociotechnical process. The art of communication is one of the most important soft skills of the decision analyst. Our opening quotes emphasize the three basic components of communications: the sender, the message, and the receiver. It is critical to understand that the best communication involves sending, receiving, and providing feedback to the sender that verifies the message is received. Figure 13.1 shows this basic communication diagram. The receiving (listening) skills are as important as the sending skills. One of the Seven Habits ...