We all know what it feels like when there is a breakdown in communication—not being heard, not saying what needs to be said or receiving false information all leads to uneasiness. For your business to function at a high level you must have a consistent communication plan and all associates must commit to it.
We all know the importance of client communications, but do we neglect this vital need for our own employees? It is easy to get caught up in the day’s responsibilities and forget to effectively communicate with our team. Yet, when internal communication breaks down, challenges brew. Efficiencies decrease, errors increase, stress levels rise and employees can become dissatisfied.
There is no one-size-fits-all solution; you need to create a plan that works for your business. Be sure to include the following critical elements:
- In-person and electronic communication
- Frequency and location
- Ownership, attendance and participation
- Purpose and agenda
- Priority system
- Action plan and follow-up
In-person gatherings should be purpose-driven—having meetings for the sake of having meetings is a waste of everyone’s precious time! Monthly and quarterly meetings are often more project-driven and strategic in their purpose, whereas daily and weekly huddles are more task-driven and tactical in nature. Consistency is vital to effective communication; if a team meeting is established for Tuesdays from 10 to 11 a.m., then no associate should schedule anything during that time frame. As to location, planning sessions should be conducted off-site so you can focus on strategy and eradicate interruptions.
While all should be encouraged to participate, team meeting responsibility should be owned by one individual and should be agenda-driven to maintain consistency and organization. This helps ensure that nothing falls through the cracks and that all associates stay knowledgeable about specific project updates. Some agenda items will remain constant while others will come and go depending on the business focus.
In today’s changing world, it is critical to include standards regarding electronic communication. Using a networked contact management system (CRM) and calendar should be a foundational element of your plan. Multiple calendars and different systems to capture notes waste time and create confusion. Every associate should update the CRM as activities are completed or new ones are assigned, and all should be expected to enter client updates daily.
One of the most frequent communication challenges is not understanding priorities. We recommend establishing a simple system to ensure that all team members know what the real priorities are for the day or week. Use three simple words with clear definitions in order to be efficient and to meet expectations. You might choose words such as urgent, important and low to represent the priority, or simply be sure that every task is assigned with a specific deadline.
People are the most important element of your business, and a lack of good communication is the number one reason problems occur. A consistent communication plan can make a difference to both the revenue and efficiency arenas of your business; the plan can even mean the difference between associate retention and departure. So ask yourself, what actions do you need to take to drive more effective internal communication?
Sarah E. Dale
Krista S. Sheets