Becky Seefeldt is owner and communication advocate for Angel Vision, with 20+ years dedicated to creating clear vision and success.
Effective communication in the workplace should not be a “luxury” or “nice to have.” Communication serves as the foundation for every interaction, decision and success a company experiences. According to a survey from Grammarly, 72% of leaders reported increased productivity, 63% experienced higher customer satisfaction and 60% saw more employee confidence when communication was done right.
While the benefits of effective communication are clear, many companies fall victim to common pitfalls, leading to ineffective communication.
Pitfall No. 1: All Employees Receive Messages In The Same Way
Understand that employees receive communication in various ways, often more than one. Use multiple channels when communicating. Some common communication channels include email, intranet, collaboration tools, text messages, social channels, meetings, web presentations, video recordings and physical mail. A good rule of thumb is to use at least three channels for important communications requiring action from employees. Avoid assuming a leader’s preferred channel is the primary way others receive communication.
Pitfall No. 2: Believing Communication Is All About The Words
Effective communication goes beyond the words. Consider all four types: written, verbal, non-verbal and visual.
• Written: The words used. Companies often focus here, crafting messages to be “just right.” It’s just one piece of the communication puzzle.
• Verbal: Using written or spoken words to convey messages, thoughts and ideas. Verbal delivery of a message can help to reiterate key points or actions.
• Non-verbal: Quality, tone, body language and clarity. Non-verbal cues are crucial, especially in digital formats. Be on the lookout for how tone can be applied, reactions and your approach to feedback. Non-verbal communication is hard to control but is a clear indicator of effective communication.
• Visual: Context, setting and visual cues that convey your message, helping to solidify it in employees’ minds.
Pitfall No. 3: Using One Communication Method For All Messages
While it is tempting to use the same approach to all communication, this doesn’t account for the various communication needs employees have. Establishing communication norms ensures the right message is seen at the right time.
• Email: Great for reminders, follow-ups and longer-form communications.
• Text messages: Ideal for quick reminders when action is required.
• Collaboration tools: Best for real-time interactions and feedback within smaller teams (e.g., Teams, Slack).
• Internet tools: Good for hosting common resources. However, if the intranet isn’t core to all employees, use other channels (like email) to point to intranet content.
Pitfall No. 4: Jargon, Buzzwords, Acronyms And Complex Phrases
While it is natural for companies and industries to have a micro-language that is specific to their business, always consider your audience.
• New Employee Test: Would this message make sense to a new hire?
• Employee Role Test: Are the terms common for your audience? Terms used among finance teams or executives may not resonate with the customer service team.
• Middle School Test: Could an average middle school student understand it? Simplify the message until no further questions arise.
Pitfall No. 5: Assuming Communication Occurred
Communication is a two-way process that includes both sending and receiving messages. Sending a message is the easy part. But ensuring that the message is received (and understood) is where complexities often come in. Watch for cues to make sure communication has occurred. Responses, questions and comments indicate successful communication. Beware of silence. Silence is not agreement.
What Should You Do?
Strategy No. 1: Don’t Be Afraid To Over-Communicate
An old marketing principle, the Rule of 7, suggests people need to hear a message seven times before taking action. With today’s communication speed and volume, communicate even more to ensure reach.
Strategy No. 2: Keep Messages Simple (But Frequent)
Focus on one or two key points. For complex messages, make sure key points are easily identifiable. Include additional details in separate documents for further digestion.
Strategy No. 3: Work Smarter, Not Harder
Focus on one core message. Keep messages short and consistent to streamline your communication process. Embrace technology. Chat-enabled technology (such as ChatGPT and CoPilot) can help frame or edit a message. Email and calendaring features can aid in scheduling or automating future messages.
Strategy No. 4: Ask For Feedback
Encourage and provide feedback. Use open-ended questions to deepen the discussion. This not only ensures your message was understood; it also builds trust and creates a culture of continuous improvement.
Strategy No. 5: Listen More, Talk Less
Leaders can be blind to the daily struggles of their teams or customers. Make sure you are not only sending messages, but also receiving them.
Don’t be afraid to break through the noise. Effective communication is make or break.
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