By now, it is probably fair to say that the world has changed radically and that nothing will go back to the way it used to be before the pandemic. This is not a fatalistic view, but an indisputable fact demonstrated, for example, by the job market. The Great Resignation has forced employers to adapt their operations and get by with a significantly reduced workforce. Individuals who lost or quit their jobs are finding it challenging to get noticed amongst other qualified candidates. Even those who maintained their roles through the last two years are burnt out and perhaps also asking themselves if they need to make a different choice. No matter where we are in this domain, we are all adapting. As we adapt, we must invest time and improve our practices to get to a better place. There is basic work that companies and individuals cannot afford to skip because the cost of carrying dysfunctionality, talent turnover, and unproductivity is too great. The most important foundation and pillar to building trust and cohesiveness is effective communication.
Workplaces could have used some improvement in communication before the pandemic. However, now that virtual work is here to stay, communicating successfully is even more critical. The pace of work has changed, and the time people have gained with less commute and distractions is wasted due to an overload of virtual meetings and slow decision-making. Moreover, what could have been accomplished by a short talk in the office, might take five to six emails to resolve if you’re lucky. We create fertile ground for unproductive efforts, loss of trust, and unhappiness at work when there is no clarity on team roles and responsibilities, and personal connection is lost.
There are many frameworks that could help your team communicate the right way. A training with an experienced facilitator or business coach can help you implement a structure that is right for your workplace. As you think about how to approach the subject, be sure that you are covering at least the three following domains:
Alignment:
How has your business changed? Is your team aligned with your mission? What is your organization’s culture, and how is it reflected in the work you do? What is the message you wish to convey to your clients and staff?
Alignment is about everyone being on the same page. Alignment is accomplished by intentionally creating statements that everyone understands are at the core of your business. These are some of the many ideas used to describe to others what your business is about:
Whatever combination of statements you choose is up to you. Nevertheless, the process you follow to create these ideas must be done collaboratively with those you consider contributors to your business. Ideally, these types of conversations should be structured and facilitated by a consultant or coach familiar with the process. Statements of this type can be powerful because they tell the world who you are in a few words. They connect the practical aspects of what you do with what inspires you. Here are a few examples of big companies using these communication tools to inspire:
Mission statements:
Amazon – “We strive to offer our customers the lowest possible prices, the best available selection, and the utmost convenience.”
Starbucks – “To inspire and nurture the human spirit – one person, one cup and one neighborhood at a time.”
Toyota Motor Sales U.S.A. – “To attract and attain customers with high-valued products and services and the most satisfying ownership experience in America.”
Vision statements:
Toyota’s Motor Sales U.S.A. – “To be the most successful and respected car company in America.”
GE – “To focus on businesses that connect to its core competencies and is a market leader”
Core Values
Whole Foods – We Sell the Highest Quality Natural and Organic Foods; We satisfy and delight our customers; We promote team member growth and happiness; We practice win-win partnerships with our suppliers; We create profits and prosperity; We Care About our Community and the Environment.
GE – “passion for our customers, meritocracy, growth-driven, every idea count, playing offense, and embracing speed and excellence.”
Although people will tell you that inspiration is not something they want to talk about, most people decide based on how they feel about something, not necessarily what logic tells them. That is why companies invest millions of dollars in marketing that touches people’s hearts. If your mission, vision, and core principles inspire, your employees, customers, and supporters will be more likely to engage with your business. As an added value, you will have clarity about where you are going.
Clarity:
Are your goals clear? Does your team know one another and understand what motivates them to be part of your business? How are you measuring success? How does your team know they have done their job right?
In Alice in Wonderland, Alice asks the Cat: “Would you tell me, please, which way I ought to go from here?” “That depends a good deal on where you want to get to,” answered the Cat. “I don’t much care where–” said Alice. “Then it doesn’t matter which way you go,” said the Cat.
As you can imagine using this logic can get a business in trouble very quickly. But how often do you see small companies strategizing on goal setting and success measuring? Knowing where you are going and knowing when you get there is an essential part of communication because it ensures alignment and accountability. There are many ways to set goals for companies (see my article on personal goal setting here). A facilitator can also help you through the process, but the most common frameworks for goal setting are KPIs or OKRs aided by a good SWOT analysis.
Additionally, it is essential that your team gets to know one another and learn about their motivation to be part of the team to set the way. When people do not know each other, trust will be more challenging to attain and naturally lead to more judgment of each other’s actions. Very recently, I was involved in a team conflict mediation. The conflict was not massive, but it had the potential to grow if we had not intervened. It took a straightforward exercise for the team members to learn that although their approach to doing the work was different, they shared a lot more in common than they thought they did. Their source of inspiration was alike, and they faced similar challenges. As a result, the team started trusting each other a bit more because they started getting to know one another.
Frequency:
How often do you communicate your messages to your team? What communication channels do you use to transmit it? When leading a team, repeating your message in many different ways could be beneficial rather than overwhelming because people have many matters to pay attention to.
When trying to get a message across, there is no such thing as too much communication. People have very short attention spans and limited attention and retention in this information-driven culture. Deficit attention is the ailment of the century. Additionally, you might want to ensure that even those who heard the information understood and digested it correctly. Therefore, transmitting the data in many different ways and allowing people to ask questions is an opportunity to clarify the message even more.
For many years we were convinced that there was no other way to find success but to work long hours and juggle our personal lives with high work demands. But when people had to stay in their homes to take care of their families and health first, they discovered that life did not have to be a choice between personal and career fulfillment. Now employees are setting new rules on how they want to work, and because the demand for talent is high, they can. As the dust settles, we will figure out if remote or hybrid work is sustainable. Until then, focusing on training your workforce and yourself on effective communication is your best key to success.
For more information, you can contact Ivonne at info@abetterstorycoaching.com