We are all familiar with the notion that “words have power.” I’ll add that effective communication is one of the most valuable tools that any leader, manager, supervisor or human resources professional can have. Our words, when used correctly, can strengthen relationships, foster understanding, build trust, motivate and empower employees, and improve teamwork and processes. Conversely, poor communication can cause low employee morale, loss of productivity, workplace conflict, distrust, absenteeism and employee retention problems.
In my position as director of human resources, I often deal with problematic situations involving employee conflict. It has been my experience that 99 percent of these issues stem from miscommunication and misunderstanding. With that in mind, it makes sense to review lessons learned in Communication 101. These ideas and concepts are not new, but it never hurts to get back to the basics.
Effective communication begins with active listening. That implies not only relaying your message but giving others an opportunity to respond and understand. We all know someone who loves the sound of their own voice or who barks out orders and never pauses to find out if the listener comprehends what they are being asked to do. The person barking orders is usually left wondering why the task that the listener was asked to perform was done incorrectly. When we fail to actively listen, we do not allow for understanding and clarity. Actively listening is a conversation where it is safe for all parties to ask questions, make suggestions and provide constructive feedback. Actively listening builds trust.
We live in a world where e-communication is pervasive. However, if you want to foster positive relationships among team members and managers, create an atmosphere of collaboration, increase employee engagement and reduce misunderstandings, communicate face to face whenever possible. When you communicate face to face, your expression, tone and body language relay your intent as much as your words. The reader of an email cannot see you smile or nod your head in agreement. Face-to-face communication is personal and sends the message that the people you are communicating with matter. Is there a better message than that to convey to your employees?
When communicating, speak clearly and monitor the tone of your voice. It is not only what you say but how you say it that matters. What does speaking loudly convey to you? How about mumbling? Research shows that a speaker’s tone sets the mood and employees become inclined to act in a similar manner. If you have employees who yell and are disrespectful, what does that say about your communication style?
I don’t think you can address effective communication without touching on emotional intelligence. When you are communicating, “read the room” and know your audience. Know when to speak and when to listen. Impulse control is an important component of emotional intelligence as well. By impulse control, I mean never confront anyone when you are angry. No one wins when that happens, and your credibility is diminished. If you are angry, take a moment to collect yourself and adjust your words in accordance with the situation and the emotional well-being of yourself and others. I could jump on my soapbox and discuss the components of emotional intelligence and their impact on communication for another 10 paragraphs. Instead, I’ll simply point out that to communicate effectively you must recognize and understand the emotions in yourself and others and be considerate of everyone concerned.
When communicating, be mindful. It’s such a simple, powerful statement. I have had two bosses who taught me the importance of this valuable lesson. One was Don Zimmerman. He had a way of making an employee feel like they were the most important person at the League. He did this by stopping everything that he was doing when someone entered his office—no glancing at the clock, checking emails or taking phone calls. He focused fully on the person and conversation taking place in the present moment. He maintained eye contact, asked clarifying questions and responded in an open an honest manner. Don may not have always agreed with the idea or suggestion being discussed, but every employee still walked away feeling heard and respected. That is effective communication at its finest!
Mark Hayes is also an outstanding communicator. No surprise there—his booming voice and confident manner are well known. One of the many things that Mark taught me was the value of what I call “touch points.” Almost every week at some point, Mark takes a stroll through the halls of the League just to say hello and talk with employees. He never fails to ask how they are doing, how their families are and if there is anything that he can do for them. He often has his dogs Olive and Zorro in tow, which also adds to the conversation. I can guarantee that Mark knows the names, breeds and latest antics of most of our employees’ pets. This personal interaction builds relationships, loyalty and trust. It gels our organization into a team of employees who are secure in their roles and valued. I strive to mirror the lessons learned from both Don and Mark.
There is so much more to communicating effectively, but space is limited so I will end by saying that your words matter. Choose and use them wisely. As always, the League is here to assist you. Please do not hesitate to reach out to us with any questions you may have.
