As a professional communicator, I have never started a sentence with “as a professional communicator…”.
We all communicate naturally, all the time. With strangers and family, friends and colleagues, nearly every waking hour is spent communicating with the world.
It can be a “fine weather we’re having” as we pass on the street, or a heated and lively debate with loved ones on who put the bins out last time.
It can be the smile of mutual dog walker recognition in the park or the pedestrian’s determined stance alerting motorists to their imminent intention to stride across the road.
Effective
What we don’t all fully appreciate is that while we are quite clear what we are saying, we don’t always think about what other people are hearing.
This can explain the frantic tooting of horns or indeed why some people cross the street – and park – to avoid me.
When we are talking effective communication, what I most often have to remind myself is to put myself in the other person’s shoes.
This is especially true in internal communications, and is becoming even more important as businesses embrace remote working. Combating feelings of isolation is vital to keeping a happy and focused remote workforce.
Different strokes
Now, we tend to communicate with others as we like to be communicated with ourselves. But cast your mind back to your office space of some months back, and see if you recognise any of these these people…
The gryphon – this person takes in every piece of information, understanding its priority, reliability and importance and only needs to be told things once. I call them gryphon as they are generally a mythical beast.
Make mine a memo – they like their information organised. Give it to them in a logical, reasoned way, and in writing, so they can absorb it, think about it and refer back to it.
Hands up – some people like the immediacy of face-to-face communication, with the opportunity to interact and ask questions. And you’d rather have them ask with a chance of getting an accurate answer than later speculating with a colleague, virtual or otherwise.
If I’ve told you once… – and there is always at least one person who wants to be told everything directly on a one-to-one basis. My analogy here is the train platform where the train is delayed. The announcement has come over the tannoy that the train is delayed, the departure board says the train is delayed, the station staff are updating people, travellers have stopped jostling on the yellow line and are sitting down.
And yet there is always that person who says “is this train ever coming?”
Don’t get me wrong, everyone needs to be told things more than once – received wisdom says at least six times before it registers – but there is always one who has managed to be looking the other way every time.
Goldilocks
Which is why internal communications in a business is so important and so tricky to get right. Believe me, you’ll never find the Goldilocks company where every employee thinks the communication is not too much, not too little, but just the right amount. Maybe something to do with too many big bears about, growling.
But this is no reason not to try. Lockdown has reinforced that we are essentially social creatures. The office culture of constant cuppa calls, seemingly inane chitchat and detailed analysis of First Dates debacles serves an important purpose.
It weaves together a culture of shared news and progress updates on grandchildren and holiday plans. It is how we empathise with our colleagues and create the bond of team working.
Effective internal communications uses this culture and needs a range of channels and platforms, all giving the same information and the same messages but in different styles, formats and tone. It supports that office culture of understanding team goals and our part in achieving them.
Whether it’s done through an intranet, message boards, newsletters, weekly Zoom meetings depends on the business, but it’s the diversity of platform and consistency of message that makes it work.
So when you’re speaking to the team, remember to try their shoes on. They may be comfortable slippers, no-nonsense brogues or vertiginous stack heels – enjoy the experience, and see how they make you feel and how they affect your point of view.
Remember, an informed team is a happy team. And I say that as a professional communicator.
Hoolet is a strategic communications consultancy. Come say hello on Twitter at @hoolet_hoots, or follow us on LinkedIn