We are continuing our journey through the A-Z Guide to Start-up Business Essentials. This week we examine COMMUNICATION and how you can make yourself heard and more importantly understood, in a crowded and competitive space.
Becoming an expert in communicating with others, is one of the most important business essentials you can possess. Whether that be with clients, contractors or colleagues. Picking up the phone or meeting face to face is preferable over email and text, because so much can be lost in translation.
Effective business communication is a two-way process of listening and speaking, and it's of foremost importance in all phases of daily business life. Ask one hundred employees whether they're good communicators, and one hundred will say yes. In reality, most of us need to improve our communication skills.
Here are a few pointers to get you going on the right path.
Eliminate Assumption
Many business relationships have unspoken rules with assumptions at their core. This might work for a while, but it's better for all sides to openly communicate needs and expectations. Assumptions often cause misunderstandings, which can escalate into aggressive and unpredictable situations. Talk about the present and the future, but don't assume that what happened before is what will always happen again. You need to be forward-looking and believe that change can happen. Never assume that history will repeat itself.
Find a good place and time for all involved to talk
Communication doesn’t work when one party is distracted. Find a quiet place and, if the communication is difficult, make sure you have privacy. Have regular structures such as weekly or monthly meetings to support communication, and make time to talk when there's a problem to solve.
To be heard you must listen first
You never want to begin by imposing a solution before you even know if a problem exists. If there is a problem, simply describe it and how it is impacting you and your business. Ask in an open way, "What can we do to resolve this situation?" The biggest business communication killer is the failure to listen. Be open-minded enough to hear the other side's feedback, absorb it and develop a solution that combines what you want and what they want. To listen and then impose your preferred solution is not listening. Do not think about how to answer while the other is talking, and don't interrupt until you know the person has finished. Listening sends the best message of all and that is … “We're working to find a mutually acceptable solution”.
Ask questions
These help you get feedback, show that you're listening, confirm understanding and give respect. Questions are wonderful tools and should be used often. If you're not sure about a detail, ask for confirmation. If you want to hear feedback from the other person, just ask. When you combine listening and asking relevant questions, you've opened up powerful two-way business communication.
Expressing emotion is important, but always be respectful
It's perfectly acceptable to tell someone at work that their actions are having an impact on you. But you should also expect your co-worker to come back with a response to contra your concerns.What you need to do is find a way to solve the problem. You might begin by mutually clarifying work-related expectations. Emotion is part of that communication process, but it shouldn't be the end of it. Always remember that there are generally two sides to any story or situation.
Pay attention to nonverbal messages.
It's hard to have open communication if both sides fold their arms, clench their jaws and refuse to look each other in the eye. Here, the nonverbal signals are shouting angrily even if the words aren't. Be careful about your tone of voice, too. If nonverbal messages are overwhelming the conversation, it might be better to wait until things settle. Nod your head and maintain an open posture to show you are absorbing what the other person is saying. We will be covering “NON VERBAL COMMUNICATION” in an upcoming blog.
Recognise and reinforce positive behaviours
Effective communication is a constant activity, and you should thank the other person for accommodating you. This is a win-win, and it will keep the channels of communication open.
Be patient and don't expect miracles
Communication is so important. It doesn't eliminate differences, but it does allow for them. Ultimately, good business communication is not about winning - it's about strengthening relationships. Change doesn't happen overnight, but actually - you will be surprised just how quickly you can make a positive impact and enhance the quality of your business relationships by following these simple tips.
Thanks for reading :)
Georgia
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