As organizations
seek improvement, employees spend a lot of time and energy on strategic
planning, budget forecasts, marketing outreach, research and development, and a
host of other graphs, tables, and charts.
No doubt, all
important things, worthy of the attention they receive. But there is one thing we
all do every day that affects how our organization operates internally among
colleagues, and how it interacts externally with clients, customers, and the
public.
If done well, it can
make all aspects of your organization better, and help you reach your goals. If done poorly, your
organization will always struggle to reach its potential, doomed by inefficient
systems, unhappy employees, and dissatisfied customers.
What could possibly
have such a profound effect on your organization?
Communication.
Here are just a few
things you can start doing today to improve communication in your organization.
And best of all they’re all free!
- Learn how people prefer to
communicate and use what works – some folks prefer a phone call, but some do
better with an email or a text. If you know Matthew in accounting struggles to
respond to emails because his inbox is a disaster, but he always answers the
phone, don’t press send! Just call.
- All things being equal, if
you need to type more than a few lines, consider picking up the phone. No one
wants to read a two-page email (much less a text).
- Also understand there are different
communication styles – some people like to know all the details and background
information, others just want facts (preferably in a short bullet list). Personality
tests like Myers-Briggs, or DiSC profiles can help, but usually just some
experience with a person can tell you a lot about how they prefer to
communicate.
- “Bonus tip” – if you always
seem to struggle communicating with the same person – conflicting styles are likely to blame. Step back a minute, look for these potential differences in styles and
work out what you both need.
- When leaving a voice mail,
give your name and your number once at the beginning and again at the end -
your listener won’t have to replay the message just to get your information. Do
this even if you think they already have it. You never know if they have
changed phones or lost your contact information.
- Also, unless absolutely
necessary, please be brief. State the reason you’re calling and suggest a time
to reconnect. Having your half of the conversation in a two-minute voicemail is
a waste of time. You will only end up repeating yourself.
- Be responsive – with all the
platforms, devices, and apps available there’s no excuse returning a message
late (or not at all…yikes!). Phone messages should be returned the same business
day and emails should be acknowledged within 24 hours.
- But don’t let this capacity
for availability be a curse. It’s your responsibility to manage your personal
time - respond when it’s convenient for you to do so. If you’re busy,
acknowledge the message and ask the caller to schedule a more convenient time
to follow up.
- Consider the content –
digital communication is permanent. If you wouldn’t want someone to read it –
don’t write it. Even if they’re not copied on the message – emails can be
forwarded.
- Try to figure out who to
talk to before you simply throw darts and hope one sticks. You might be wearing
out your “go-to” source with questions that others could answer.
- Talk to your clients, your
prospects, your colleagues, even if the topic is unpleasant. Don’t hide at your
desk, hoping the problem will solve itself before the phone rings. Make the
call, they will appreciate hearing from you.
- Above all, just do it– plain and simple. A rule of thumb – if you think you might need to talk to someone, then you do.
Copyright
J Ryan Duddleson 2014. All Rights Reserved.
