Do You Hear What I Hear? June 19, 2009
Effective Business Communication
This one is probably common sense, but needs to be discussed. For you married business leaders out there…how many times has your wife been absolutely certain she told you ‘x’ when you either heard ‘y’ or nothing at all? And how many times has that worked the other way around? My guess is that it’s at least a weekly occurrence.
Granted, we’re often very casual with our ‘at home’ communication methods and we certainly aren’t committing discussions to notes like we do during our client conversations and status calls. But our communications with our spouses are very important and we often drop the ball on them knowing full well how important they are and how much ‘in trouble’ we could get if they are misinterpreted or ignored.
Listen Effectively
What I’ve been trying to say so far in this article basically is that effective communication begins with effective listening. As the business owner or leader, our primary communication comes mainly from the following sources:
- Executive management
- Employees
- Customers
- Peer industry leaders
How well we use and communicate this potentially critical information received from these sources is dependent - in a large part - on how well we have listened to and absorbed the information. I highly recommend taking notes on any important calls, meetings, and adhoc conversations that affect your business, your current projects, and your customers that you are actively engaged with on ongoing work.
Document Well
If you develop a reputation for taking good notes and distributing critical notes and meeting updates to members of your organization, then your documentation will be well trusted on current and future undertakings. This has worked well for me as I have a reputation for frequent emails to my project team members as well as providing follow-up notes following meetings and discussions.
My co-workers, employees, and customers know I take detailed notes on calls - they like to joke about the keyboard noise they hear in the background while I’m leading meetings. But they also never question me when I backup things that were promised or said on calls with notes that I’ve captured from those conversations because they know I’m listening and taking accurate notes of important project discussions.
Review Your Communications
In order to preserve this reputation, read, read and re-read communications that you are sending out. If it’s not an emergency communication that needs to be made immediately, then take the time to proof-read your communication, check for appropriate email attachments and view your communication from the receiver’s point of view.
The last thing you want is to have the reputation as the one how always has to send communications twice because you forgot the attachment the first time (you know who you are!). Nor do you want the reputation of the one who sends rambling emails and documents that leave the reader confused or that fail to make a strong point. If you struggle in this area, trying outlining your thoughts first and treat every written communication as if it were the most important thing you have to do today.
Summary
How you communicate information on your business projects can have a profound effect on the outcome. Do whatever you can to ensure that you listen effectively and pass on information accurately to your team or employees and to your customer. Misunderstood and miscommunicated information can result in improper actions taken, assignments missed or misunderstood, and overall major negative impacts to timelines and budgets.
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