By Wayne Outlaw
Contributing Writer

Communication is the life blood of any relationship, and business relationships are no exception.

Given this fact, is it any wonder that in companies with problems, turmoil and turnover, there appears to be poor relationships and a lack of quality communication between employees and management?

If you want to develop your executive effectiveness, develop your communication skills. Many people take public speaking courses; some even hire a speaking coach.

Not long ago, my son’s company provided him with a media and speaking coach to develop his ability to address large groups. While coaching can be extremely valuable, learning to make presentations to customers and employees is only one part of an executive’s communication skills.

Communication is more than the ability to communicate on your feet. It is the ability to relate one-to-one. This is even more important than the ability to communicate to a group. It is not just skill but the courage to be open and share information.

In high performing, stable organizations, vital information moves up and down levels of the organization freely, candidly and honestly. Employees are trusted with information, even sensitive financial information, and are included in the decision-making processes. Well-informed employees are not only productive employees, but are also involved, committed and stay with the organization.

Numerous studies have shown that employees place a high value on being kept informed about their jobs, their performances and how the company is doing. An organization’s inability to retain top employees can be in large part traced directly to the lack of positive, open communication that provides them with the information they need.

This deficiency is not always intentional; you may not even be aware that employees feel they are in the dark. It is up to you to learn how to perceive subtle hints, identify problems and create an atmosphere of openness and candor so problems can be addressed before they cause damage.

Some executives are so caught up with running their businesses that they don’t consider or value the views of their employees.

Some business owners and executives have an “I know what’s best” attitude because they started the company. Such an attitude can leave employees feeling isolated and out of touch.

Many executives are not aware that the growth of the company is significantly affected by communication.

Companies of 10, 25 or even 100 employees may have more difficulty communicating than larger businesses. Many times, in smaller organizations, employees are relatives or friends of top management. As a result, there is a resistance from others to share information because they fear offending someone.

A company’s small size is not a guarantee that top management is in tune with employees and aware of what they think.

As an executive, you must know how employees and customers feel. Employees must know what is being done and why. Open and candid communication clears up misconceptions or inaccurate perceptions.

It is not reality that determines an employee’s attitudes and actions; it is an employee’s perception of reality. Be sure it is accurate.

Don’t leave communication to chance. It is good for all employees to record themselves to see how they really communicate.

I make it a practice to put a video recorder in the back of the room occasionally when I speak. It is humbling to see yourself as others do. It is even more humbling to have people watch it with you and tell you what you were communicating, both verbally and non-verbally.

Much of how we communicate in terms of relationships is non-verbal. Be careful that your non-verbal communication does not destroy your message.

Some executives feel they should avoid sensitive topics with employees because mentioning it would mean they must address the topic, which could cause problems. A topic that is avoided, or information about a situation that is kept secret, is still a problem.

In the absence of facts, assumptions will be made, and rumors fill the void. Assumptions, rumors and speculation are more damaging than facts.

Be sure to schedule time to communicate with key people. Realize that it takes time for them to become comfortable and open up. Don’t rush it.

Take time out to evaluate how well you communicate. Building this key skill will improve your relationships not just with employees, but also with those outside the company, such as customers and vendors. It will even help with personal relationships. With better communication, everyone wins.

Wayne Outlaw is a speaker and consultant. E-mail him at wayne@outlawgroup.com.

SUBSCRIBE | REPRINTS | CONTACT US

Phone: 843-849-3100    Fax: 843-849-3122