Clarity is the key
Communication tips in 2023
Margaret Smith, Insights licensed practitioner | April/May 2023 Footnote
Editor's note: Updated March 29, 2023
Communication is the lifeblood of all organizations. So much so, there are whole industries built around identifying the divides between people and bridging them to create effective teams and workflow.
If your co-workers do not understand the intent of your message, or lack the clear direction they need to be productive and efficient, everything takes longer, angst is created, stress builds and work slows down or has to be repeated.
No matter how you communicate today — leaving a voicemail, sending a text, writing a detailed email — clarity is always an influencing factor in how people interpret your message, what steps they take and even if they take you seriously. This article focuses on just a few ways for using technology effectively to improve communication and knowing how to apply which approach for the job.
Leaving a voicemail
Have you ever received a voicemail that droned on and used up the four-minute maximum on most voicemail systems? Probably. And, like most of us, you likely didn’t even listen to the end.
And, if the most important piece of the message is the last 15 seconds — “So, here is what I need,” or, “This is what we must do,” or, “Thursday is the new deadline” — you are going to miss it. This may seem like common sense but reminders can be helpful.
First, state your objective and what action must be taken. It may sound like this: “Hi, Jim. I found out Friday the client wants the file completed by Thursday, so check with me on Monday as soon as you can about what we should provide in this first file. We can go over the details, assign tasks, prioritize this with other projects, etc., but I’d like to collaborate with you before diving in. Thanks. Talk Monday.”
I could have added emotions about my frustration with the change or the pressure this puts on the staff and how much you hate last-minute adjustments to your schedule, but does that add anything to the message? No one cares about that as much as they care about satisfying the client as best they can and what must be done to achieve that.
Sending a text
This method of communicating is best left to something urgent, and should definitely be kept short. Texts are hard enough to read, but ones that are really long come with their own challenges.
Use texting professionally, and only to let someone know you’re running late, you’re sending an urgent email that needs attention or you’re getting someone’s attention about a particular matter.
Avoid using text messages to show appreciation or to give feedback. There is nothing like a handwritten note to share your kind words, or send an email that is easily filed or saved. It is also very easy for your phone to do word select and transform your message into something you would never have sent. We often hit send without proofreading our texts. It can get us into big trouble, so proceed with caution!
Writing an email
Have you ever received an email that says, “See me when you get in today,” or, “I need 15 minutes at 4 p.m.?” Messages like that send us into a tailspin thinking this is our last day, we are doomed, it’s over, better start packing or brush off that resume.
Lack of detail creates wasted time and energy, leading to an unproductive day and way too much stress. Be a little clearer and you’ve saved someone’s health and heart. Fill in the missing pieces by writing, “See me when you get in today. I need your help with a schedule change we’ve been asked to implement,” or, “I need 15 minutes at 4 p.m. to discuss next steps for tomorrow so we don’t miss something important. My day is jammed, so it’s the first break I have,” If you received either of those two messages you may even get started on the schedule change or figure out how that 15 minutes at the end of the day can be most fruitful.
If you get a short email like, “See me when you get in this morning — first thing,” it’s OK to reply back with a response like, “Just want to be a little prepared for our conversation. Anything specific we will be talking about?” Now you have a little clarity that helps calm your nerves or prepare your defense. The time is better spent, and the outcome is better all around.
Emails with too much detail will rarely get read. Here is a good practice: In the first sentence, let the reader know there are three important pieces of information included in this email. They then know to read for three and to decide which is most important to them. Any direction at the frontend of the email will ensure a higher comprehension level and commitment to your message. I won’t get through the email if it’s more than a few short paragraphs or a list of bullet points. I just won’t.
Think about the recipient
Step into the shoes of the recipient of your message before you hit the send button.
If your vociemail drones on, rerecord it. If your text has typos, word selections that are incorrect or it’s just too long, change it. If your email is filled with paragraph after paragraph of details, rewrite it to be more concise and let the reader know what to expect and watch for. It will change how recipients of your messages feel about you, your work and your ability to relate to others.
Margaret B. Smith is a retired 3M business director and the founder of UXL, Creating Successful Leaders, LLC. Her firm focuses on career coaching and leadership development. Margaret has worked in both the private and public sectors, for-profit, nonprofit and nearly every industry. Common thread: A desire to bring out the best in their people and optimize their resources. Learn more at youexcelnow.com
There’s a course for that
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April 25 | Noon–2 p.m. | 2 CPE
23WC-0054: Executive Presentation Presence: Speak Up, Move Up (Webinar)
April 25 | 3–5 p.m. | 2 CPE
