Communication

Communication problems are a frequent complaint in many companies.

As leaders, we can avoid some of the most common problems.

First, remember that your people probably are getting hundreds of messages every day through emails, texts, Teams, in-person meetings, phone, snailmail, etc. Find out what methods THEY prefer, and use the right method with each person for individual communication. It’s frustrating to find out that all of the messages we have been sending through the company’s intranet system or Slack have not been received because the intended recipients didn’t know to check their inboxes in that system.

Once we know which channels our people receive, we need to craft our message to catch and hold their attention. Some people want the social pleasantries, and if you just jump into the message, they read that email or text with the anxiety of “are they mad at me?” Other people stop reading if the message is too long or if you bury the lede, or get impatient with the “chit chat” that they feel is a time-waste.

When in doubt, follow up using a different medium. If you don’t get a response to a time-sensitive email, text the person or swing by their desk. If you want to talk by phone or in-person but they are in a meeting (or have their door shut for focused attention—don’t break their focus for non-urgent matters!), leave a voicemail message or a note asking them to call you back or come talk to you regarding the project when they are available.

Not every message requires immediate attention. Consider adding time info to your email subject line, such as “time-sensitive” or “no rush” or “please get this back to me by Thursday at the latest,” so people know what needs immediate attention and what can wait until they have completed some of the other time-critical tasks and projects that you also need them to do.

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