Communications: Subject = Tone of Your Language

OK, I am a hopeless addict to humor. I use it in practically all of my communications. Can't help myself.

But in business communications there are circumstances in which humor cannot be applied. These are meetings that deliver plain bad news such as announcing a site closure, or news about business downturns, or even the description of a new benefit which requires factual focus. Sexual Harassment training is a specific situation in which humor is so difficult to apply I say just don't do it.

When delivering really bad news I usually give some background or other context leading up to the news, the state the bad news itself followed by any silver linings there may be for the employees who will not be affected.

Then take questions. Expect to receive anger and hostility, very bad announcements really hit people hard. Let them vent, and then express SINCERE sympathy and empathy. This last point is so critical in determining the aftermath and fallout that I cannot emphasize it enough. One last point, if you cannot sincerely sympathize or empathize then you should not be the person making the announcement. You may also want to do a heart check.

Lance

Communications: Get the Most to Your Audience

I wrote about the two style of executive communication which I have encountered, the staccato and the flowery. Ok I can't resist, the haiku and the Michner novel.

Let's expand that concept to the diverse universe of people and groups with whom you will communicate.

But first, don't ever forget that sincerity, honesty and respect are constants, no matter with whom you are talking/writing.

There are infinitely too many variables to describe each one, so let's use a very generic example of explaining a new policy to the Finance Department people and the Sales people.

With the Finance folks, present data and expected results from the policy such as cost savings, perhaps also the business reasoning for the new policy.

Lace the Sales meeting with humor and use a relaxed manner. Explain how the policy will/should help them sell and earn more commission money.

This example addresses primarily content but also style. You know your people, whether a very direct approach or more conversational is better, or humor works, if numbers and stats help... You get the idea. Always consider your audience - and - remember that each audience (even if it is one person) is unique.

L

Communications: Tailor Your Talk

By this, I mean that is a powerful technique to consider your audience when communicating.

My most practical personal example is how I communicate with key executive types who wield significant influence in my workplace. First I determine their style of writing and speaking. I have encountered two major, but different styles, much like there are cat people and dog people.

One style is laser direct, straight to the point, data focused and very brief.

The other style is very wordy, with long thought threads that weave through many subjects in the course of discussing the primary point.

I don't have to say "duh" here. I address and respond to the first type with short, data points and brief conclusions or recommendations. To the second type, I wax loquacious and unleash my verbal skills in packaging my ideas and offer multiple recommendations from which to choose.

Absolutely nothing about this is meant to be "phony." In fact, the idea is to make you more effective in reaching your listener and achieving the end goals you want. That is about as real as it gets.

Lance

Communications: A Script Is a Good Idea

By "script" I mean only a general OUTLINE of the main points to be covered -NOT- a teleprompter word for word actual script to be read aloud like a robot.

But for any important and difficult exchange with an employee (or vendor or customer for that matter) I always prepare a list of the main topics to be addressed so that everything necessary is covered.

By using an outline instead of a teleprompter, your speech pattern will sound natural and sincere because it is natural and sincere. Reading an actual script will make you sound like a politician, un-natural and insincere.

The second good idea for today is to make notes immediately after (or during if a phone call) documenting the employees' responses and your analysis. Date it and keep it as a management file.

The power of documentation is overwhelming.

Lance

Communications: It's Not What You Say...

...but how you say it.

Employees occasionally need corrective leadership from their managers for either personal issues or work performance.

Keep in mind that they are adults who are working at your company voluntarily and that it is your job to lead them to productivity and achievement.

How to do it correctly:
1. Speak in private, even if you have to step outside to have a private setting.
2. Be respectful of them as a fellow individual.
3.Approach the meeting with a positive expectation of the outcome.
4. Frame the problem.
5. Present the corrective measures you expect.
6. Set a timeline to measure correction.

If you follow these guidelines, the probability of successful correction will be maximized.

Lance