Too many emails, no face-to-face, limited phone, words for the sake of words rather than content, no feedback, too much feedback. These are but a few of the communication problems hindering our ability to interact with one another and share and disseminate information effectively.
More than a few times in the last couple of weeks I’ve had the opportunity to speak with people, at various levels in the workplace, about the challenges of communicating with their colleagues, customers, and supervisors. Senior executives see fewer communication problems because they have the option to ignore or avoid many contacts, should they prefer. But below top level, there’s a big issue.
Let’s Look at Some Typical Communication Problems
Too many emails: Time spent reading, replying, and composing e-mails now is the biggest consumer of an employee’s day.
The “reply all” key is treacherous — easy to engage without consequences. Overwhelm someone with the back and forth of an issue they have little or nothing to do with and suddenly your reader starts ignoring most e-mails from you. How can we get control of this compulsion to let everyone know everything? Some organizations have eliminated the reply all key for just this reason. Want to send the information to twenty people? You are forced to enter each and every address. Not a monumental task but surely one that gives you pause about what you are doing and the impact it is having on others.
Replies back without useful content are also a challenge: We all like to be thanked, but not after every interaction. If you must recognize or confirm, do so in the subject section. Speaking of the subject line — most people don’t use it effectively. Additional information can be placed there. It highlights the topic and also lets the person know that this is the next piece of the thread. I particularly like a number in my subject using the form of “Reply #2 of budget discussion.” It keeps me organized and helps the reader do the same.
NRN (No Reply Necessary) always helps eliminate the back and forth, and gives the recipient permission not to get back. Vastly under used.
But, by far the greatest source of e-mail clutter is the CYA e-mail. Covering ones derriere for political reasons, spread the blame, to gain status, establish brand, out of fear, or sneak into levels you really don’t have access to, is a huge issue. Stopping this is a systemic issue starting with senior executives empowering staff to make decisions without their input. This is standard in some organizations but foreign in many more. A reply of “there is no need to continue to copy me on this e-mail thread” gets the message out loud and clear. It should be used as a default. A workplace where people fear consequences for wrong or conflicting views breeds this kind of behavior. Micromanagers not only tolerate it, but encourage it.
Use your phone: I know for many people calling someone on the telephone is seen as an antiquated way of communicating. I believe it has its place in your communication toolbox. Numerous people have reported resolving conflicts or misunderstandings through voice. Tone is easier to interpret when it’s human. It also has a novelty effect on people. Rather than being a time waster, used properly, it can save time and e-mails. Also, sometimes it’s just nice to hear the other person’s voice. Better relationship building.
Feedback: More people complain about not enough constructive feedback than they do of too much (except when it comes to negative where some supervisors seem to have endless time and energy to dish). Feedback might primarily focus on the task at hand but it also has to take into account performance and career development. The question, “What about me?” is generally valid. People who receive regular, structure, forward-focus feedback, report greater job satisfaction and less stress. They don’t waste time worrying if they are doing things correctly or their boss isn’t in agreement and supportive. It’s an essential form of workplace communication.
Most of us have plenty to do, maybe even too much. Controlling the quantity, frequency, and relevance of all types of communication is imperative if we are ever to get the important work done.
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