communication expression storytelling

"The core of all successful DevOps implementations is the recognition that bad communication leads to friction" - Grant Fritchey

Verbal Skills

Effective verbal communication in DevOps relies on the 7 C's: Clear, Concise, Correct, Coherent, Complete, Concrete, Courteous

Clear

• Avoid using acronyms or jargon that your audience may not know
• Don't use unnecessarily complex or elevated language
• Keep your message simple, direct, and easy to understand
• Speak clearly, use precise language, and structure your points logically
• Example: Instead of saying, "We'll use CI/CD," clarify with, "We'll use continuous integration and continuous deployment to automate testing and delivery"

Concise

• Express your thoughts in as few words as necessary without sacrificing clarity
• Complex ideas are built from simple ones. Break them down
• Avoid filler words and redundancies
• Say more with less: Short, impactful messages are easier to understand and remember

Correct

• Use precise vocabulary and proper grammar
• Ensure facts, figures, and terminology are accurate and contextually appropriate
• Mistakes in speech can lead to misunderstandings, especially in technical environments

Coherent

• Organize your thoughts logically
• Ensure each idea connects to the next in a smooth, structured manner
• Example structure
  • Start → Identify topic → Organize main points → Develop supporting details → Ensure logical flow → Review and edit
  • Topic: Effective Study Habits
  • Main Points
    • MP 1: Time management
    • MP 2: Active engagement
    • MP 3: Effective note-taking
    • MP 4: Setting goals
  • Develop Supporting Details
    • MP 1: Create a schedule, prioritize tasks
    • MP 2: Ask questions, participate actively
    • MP 3: Use summaries and keywords
    • MP 4: Set short- and long-term goals, track progress
  • Ensure logical flow
    • Arrange main points in a logical sequence
    • Use transitions to connect ideas smoothly
  • Review and edit
    • Check for coherence, clarity, and consistency
    • Edit for grammar, punctuation, and spelling

Complete

• Ensure your message answers the Who, What, When, Where, Why, and How
• The listener should have enough information to take action or fully understand the topic
• Anticipate potential questions and preemptively address them

Concrete

• Use specific, vivid, and detailed language
• Avoid vague or abstract statements
• Help the listener visualize what you're describing with real examples or analogies
• Example: Instead of saying "Improve system performance," say "Reduce server response time by optimizing database queries"

Courteous

• Always treat others with respect and professionalism
• Use a polite, positive tone
• Acknowledge others' contributions and express appreciation for their time and input
• Courteous communication builds trust and goodwill

Convey clear, correct, and concrete concepts in a concise, coherent, and courteous manner for complete comprehension

Summary

• This section on Communication skills focuses on qualities and attributes that are commonly agreed as beneficial
• We review the 7 C's, namely, Clear, Concise, Correct, Coherent, Complete, Concrete, and Courteous
• We covered tips and examples in each section
• The phrase at the end is to help you memorize the attributes which also apply to a certain extent to written communication skills as well

Written Skills

Good writing skills and verbal skills

• Written communication is a cornerstone in DevOps due to the distributed nature of teams, often spanning different locations, time zones, and working styles
• Clarity in writing ensures alignment, reduces errors, and fosters collaboration across asynchronous work environments

The 7C's also apply to written communication

• Applying the 7 C's - Clear, Concise, Concrete, Correct, Coherent, Complete, Courteous to your writing significantly improves its effectiveness
• If you can confidently answer the 7 C's when reviewing your message, you're likely communicating extremely effectively

Tailor the message to the mode or medium

• Different platforms require different tones and levels of detail
  • A Slack message might be brief and informal
  • A design document should be structured, detailed, and formal
• Always adjust your style to suit the communication channel and its purpose

Adjust the message to the audience

• Effective communication depends not only on the message itself but also on how well it resonates with the intended audience
• Consider technical expertise, familiarity with the subject, and cultural context

Read the response before you response

• Take the time to fully understand the message before responding
• Thoughtful reading avoids misinterpretation and ensures your reply is relevant and constructive

Proofing

• Always check for grammar, spelling, and clarity before sending any written communication
• Use tools like Grammarly, Microsoft Word Spell Check, or browser extensions to catch common errors and improve tone

Visual aids and formatting for readability

• Even in simple emails, visual elements (like bullets, bold text, or headings) can help clarify key ideas
• Proper formatting improves scannability and comprehension
• Professional email structure
  • Subject Line: Clear, specific, and informative
  • Greeting: Polite and professional to set a positive tone
  • Body: Includes context, purpose, and relevant details
  • Closing: Courteous and appreciative to encourage goodwill and response

Summary

• Written skills also benefit from the 7 C's, but there is more variability to written communication
• The medium (instant messaging, email, text, design document, etc.) greatly influences what is appropriate communication
• The target audience for your communication also greatly influences what words, tone, and formatting you will use
• Professional communication of all types, except informal interactions, are usually checked for spelling, grammar, and readability

Nonverbal Skills

Why it matters?

• Nonverbal communication often conveys emotions and attitudes more accurately than words, making it essential for understanding team dynamics and managing interpersonal relationships

Body language

• Body language speaks volumes, often louder than words
• Key points
  • Posture - Signals confidence, openness, or discomfort
  • Gestures - Reinforce spoken words or indicate emotion
  • Mirroring - Subtly reflecting others' movements builds rapport and trust

Voice tone

• The tone of voice can completely change the message. It's not just what you say, but how you say it
• Different tones for different contexts
  • Soothing
    • Speak slowly and calmly, with warmth and a slightly lower pitch
    • Offer empathy and reassurance during stressful times
    • Useful during system outages, crises, or emotionally tense moments
  • Openness
    • Use an enthusiastic and engaging tone with slight pitch elevation
    • Show interest in others' ideas and encourage collaboration
    • Ideal for brainstorming, feedback sessions, or team building
  • Boundary-setting
    • Speak with clarity and firmness; use pauses for emphasis
    • Clearly set limits and expectations
    • Effective for managing resources, setting deadlines, or enforcing policies
  • Direct
    • Speak with purpose and at a steady pace
    • Keep communication concise and unambiguous
    • Best for time-sensitive tasks or urgent decision-making

Micro-expressions

• Our facial expressions often reveal emotions before we speak, especially in high-stress or collaborative settings
• Key points
  • Brief and rapid
  • Involuntary
  • Reveal honest, true emotion, even when someone tries to mask their feelings

Eye contact

• Eye contact is a powerful tool in building trust and connection
• Guidelines
  • Maintain eye contact 50% of the time when speaking
  • Maintain 70% of the time when listening
  • Too little may seem evasive; too much may feel aggressive, balance is key

Personal space management

• Often overlooked, personal space is a critical part of nonverbal communication, especially in diverse, cross-cultural teams like DevOps
• Considerations
  • Gender - Comfort zones may vary
  • Personal preference - Respect individual boundaries
  • Culture - Some cultures value close proximity, others value distance

Summary

• Non-verbal communication encompasses aspects like tone of voice, body language, facial expressions, eye contact, and personal space
• This can play a pivotal role in DevOps communications and is considered more important than the information
• Body language is arguably one of the most important tools, with mirroring being the most important
• Tone of voice is probably the second most important as it has the biggest impact after body language

Professionalism

What it means?

• Professionalism refers to the emphasis on a "detached yet engaged" conduct, behavior, and attitude of an individual in a work environment
• It's about being present, respectful, and effective without allowing personal emotions or biases to interfere

Why it matters?

• Communication threads the needle of success, professionalism is the fabric that holds it all together
• It builds trust, improves collaboration, and enhances the reputation of both individuals and teams

Defining behaviors

• Professionalism is demonstrated through both explicit and implicit behaviors
  • Explicitly defined behaviors
    • Following communication protocols
    • Meeting deadlines
    • Maintaining confidentiality
  • Implicitly defined behaviors
    • Showing initiative
    • Being adaptable to change
    • Demonstrating a positive attitude under pressure
• These behaviors collectively create a productive, respectful, and growth-oriented workplace environment

Balancing personality with impartiality

• The art of professionalism lies in striking the right balance between being personally engaged and maintaining professional detachment
• Key points
  • Be engaged yet impersonal, invested in the work, not entangled in personal matters
  • Maintain a focused, neutral-to-upbeat demeanor
  • Avoid deep personal conversations that distract from work objectives
  • Stay connected to your team and tasks, but ensure impartiality and boundaries
  • As a DevOps engineer, focus on DevOps-related challenges, not unrelated personal concerns

How and when to apply it

• Professionalism should be applied in every interaction, including emails, team chats, meetings, documentation, client communication
• Best practices include
  • Applying the 7 Cs of communication: Clear, Courteous, Concise, Concrete, Correct, Complete, Considerate
  • Being timely and responsive
  • Maintaining a constructive and forward-looking tone
  • Ensuring consistency in behavior and follow-through

Strategies to navigate challenges

• Common challenges
  • Conflict
  • Stress
  • Misunderstanding
• Professional strategies
  • Practice mindfulness and stress-reduction techniques (e.g., meditation, breathing exercises)
  • Use active listening and emotional cueing to understand others better
  • Show empathy and compassion during tough interactions
  • Seek constructive feedback to improve behavior and communication

Summary

• Professionalism is a set of behaviors, conduct, and attitude for an individual at work
• Its definition can be defined or hidden in the culture of the workplace
• Embracing professionalism is about staying non-reactive, detached yet focused, and engaged with the task and mission of the company
• Professionalism must include an allowance for our humanity while staying within the boundaries of what is good for our teams and our organizations

Story - Information Versus Story

Context

• The speaker was once asked to present to a group of engineers about the value of AWS certifications at a former company
• He built a slide deck full of facts, stats, and bullet points but during the actual presentation, the audience visibly disengaged: Phone-checking, zoning out, even dozing off
• The issue wasn't the accuracy of the information, it was the lack of emotional connection or narrative structure. It was technically correct, but it didn't land
• This sparked an insight: Information by itself is not enough to connect and influence, you need to tell a story
• In his next presentation, the speaker reframed the content as a relatable journey with context, color, challenge, and resolution and the impact was night and day
• This scenario underscores a core truth: People don't remember raw data, they remember how it made them feel and if they could see themselves in it

Actions and result

• Transform information into narrative
  • Rebuilt the presentation using storytelling techniques started with real-world challenges, gave the problem some emotional color, then offered AWS as the resolution
  • The audience leaned in. They saw themselves in the story. They connected emotionally, and the message landed far more effectively than the data dump ever could
• Speak to the audience's reality
  • Instead of staying abstract, the speaker addressed the actual pain points of operations engineers - tech sprawl, outdated infrastructure, burnout and showed how AWS could solve their problems
  • The presentation became relevant. The audience felt understood, not sold to. This opened the door to engagement, curiosity, and motivation
• Use character and personalization
  • Replaced faceless stats with real characters and scenarios like Sarah, a high-performing team member who left due to lack of growth to humanize abstract points
  • The data took on meaning. The audience could connect emotionally, making the takeaway more memorable and more impactful
• Structure with a narrative arc
  • Framed content in a simple arc beginning (problem), middle (struggle), and end (resolution with insight). Even three sentences can do the trick
  • The message felt like a journey instead of a lecture. It had movement, tension, and resolution - all the ingredients of something worth remembering
• Tailor the message to the listener
  • Considered the audience and adjusted tone, language, and examples accordingly engineers got ops-specific examples, leaders got value and ROI frames
  • The audience stayed engaged because the speaker spoke their language. They didn't have to translate or connect the dots, it was done for them

Quiz

Number	Question	Answer
1	Non-verbal communication includes	Body language, facial expression, tone of voice
2	When communicating verbally, being concise means	Expressing thoughts and ideas in as few words as necessary
3	Personal space in non-verbal communication refers to	The physical distance we maintain with others
4	When tailoring your message to the audience, you should	Consider the recipient's role, familiarity with the topic, and preferred communication style
5	True or False: The 7 C's of effective verbal communication do not apply to written communication	False
6	Which of these is not a tip for concrete communication?	Overuse pronouns like 'it', 'this', 'that', etc., without clear antecedents
7	Visual aids and proper formatting in written communication can	Significantly enhance readability and effectiveness
8	Correct communication involves	Adhering to the rules of the language
9	The abbreviation "KISS" in the context of clear communication stands for	Keep It Simple and Straightforward
10	Complete communication means	Addressing all relevant points and answering potential questions within the communication itself
11	Different communication mediums in DevOps	Require distinct styles and approaches
12	Which of the following is not one of the 7 C's of effective verbal communication?	Charismatic
13	The 7 C's of effective verbal communication include being	Clear, Concise, Correct, Coherent, Complete, Concrete, Courteous
14	Micro-expressions are	Brief, involuntary facial expressions that reveal true emotions
15	Tone of voice in non-verbal communication can be	Upbeat questioning voice (lighter, open to dialogue), assertive/angry Voice (conveys authority, can be perceived as aggressive), and DJ voice (smooth, calm, controlled)
16	True or False: Personal space preferences are universal and do not vary across cultures or individuals	False
17	The '50/70 rule' for eye contact suggests	Maintaining eye contact 50% of the time while speaking and 70% while listening
18	True or False: Using filler words and unnecessary details can make your communication more concise	False
19	True or False: In DevOps, it's better to respond to messages quickly without fully reading them to save time	False
20	Proofreading, grammar checking, and spell checking in written communication	Are essential for maintaining professionalism, clarity, and credibility
21	True or False: Courteous communication involves using a disrespectful tone and impolite language.	False
22	Which of the following is an example of incoherent communication?	"Our project deadline is next month. We had pizza for lunch. We need to speed up the work. Did you see the game last night?"
23	The "5 Ws and H" to consider for complete communication are:	Who, What, When, Where, Why, How
24	Concrete communication refers to	Providing clear details and examples
25	Professionalism in the workplace is characterized by	Being impartial and focused in the face of distractions