In very simple terms, communication can be defined as an exchange of information. In reality, communication needs to be much more as understanding and clarity of that information plus its purpose must also be achieved.
Communication can be written, spoken, visual (images and signs) but most of all it needs to be effective, and it is only effective if the receiver understands the messages as they are intended.
During the Covid pandemic and the associated changes in the way we went about our daily lives, we found ourselves with new challenges in the absence of face-to-face meetings and those all-important visual cues that we rely on the make sense of statements and words. Yes, Zoom, Teams, and other video calling platforms became a substitute, but were missing some key elements that make communication effective and memorable. So, as we go back to our face-to-face world, maybe we should look to review and refresh those communication skills that we haven’t been practicing for a while.
Considering communication within the workplace, what kind of things can cause poor results and what can help?
Lack of specific message
A clear and concise message is needed for effective communication. Listeners don’t want to be scrabbling around wondering what the key point is and guessing if they need to take any actions. Get to the point and stick to the point. Rambling, using filler words or even speaking excessively for the sake of it, will lead to your audience tuning out as they become progressively unsure of your message.
Using the incorrect mediums
Have you ever left a meeting with the impression that it could easily have been an email? Annoying, isn’t it? Yet many times the medium and manner of communication chosen can be incorrect. Is a team meeting needed? Are one-to-one meetings needed? Is it a memo or an email? Could it be a notice in the staff room? There are many different forms of communication that could be used, and it is important to choose the right one.
A recent example of using the wrong medium came when Elon Musk, the new owner of Twitter, announced that there would be layoffs for up to 50 per cent of the workforce and instructed all staff to check their emails on Friday of that week. The communication stated: “Those who will keep their jobs will get an email to their work account, those being laid off will receive a notification to their personal email” – reported the Guardian. A real lack of consideration for those impacted.
Failure to listen
Ignoring the need of the listener to be able to ask questions and seek clarification is another stumbling block for the communicator. Again, this may be influential in choosing the medium for communication. A good communicator, most importantly, is a good listener. To improve this skill, you may need to practise active listening. Pay close attention to what others are saying, or not saying, and clarify by rephrasing their questions for greater understanding.
Lack of transparency and trust
Transparent communication will lead to better engagement and trust with your teams. Workplace transparency is illustrated through open communication between leaders and employees where leaders commit to openly sharing expectations, setbacks, feedback, revenue and other metrics. In return, team members commit to asking questions and sharing feedback, challenges, and ideas. By respecting team members by actively listening to what they have to say and acknowledging them, individuals will feel appreciated, which leads to more honest and productive conversation.
Lack of follow-up
If your teams realise that there will be no follow-up on the points from a communication, they are less likely to carry out the required tasks. Your follow-up illustrates that you are committed to helping improve the area in focus. It also allows the adjustment of focus and strategy if needed. Follow-up is not about catching people out though, importantly, it is a great way of catching people doing great things when you can provide encouragement and recognition and reinforce those good behaviours.
In a situation where an individual isn’t doing what they should be, follow-up can be used to establish what the issues may be and if they need any help or support. This could be in the form of giving feedback and providing clarity on the goal, removing obstacles reminding them of priorities, or delivering training in areas that are needed.
How great leaders communicate
To discover more about great communication for leaders, look no further than the HBR article by Carmine Gallo, ‘How great leaders communicate’, which outlines the following five key areas:
1. Use short words to talk about hard things. Long, complicated sentences make written ideas hard to understand; they’re mentally draining and demand more concentration. You’ll win more fans if you replace long words and sentences with short ones.
2. Choose sticky metaphors to reinforce key concepts. A metaphor is a powerful tool that compares abstract ideas to familiar concepts. Metaphors bring people on a journey without ever leaving their seats.
3. Humanise data to create value. The trick to reducing cognitive load and making any data point interesting is to humanise it by placing the number in perspective. Any time you introduce numbers, take the extra step to make them engaging, memorable and, ultimately, persuasive.
4. Make mission your mantra to align teams. A mission statement that’s tucked in a drawer and largely forgotten does little to align teams around a common purpose.
Our next Business Bites feature will focus on how to become a leader.