Education
When we think of communication, education should be one
of the first things that come to mind. Simply put, without
education we cannot communicate. Sadly, a vast majority
of the work force today has given up on serious, lifelong
continuing education.
Some may read this article and protest that they attend
continuing education classes. Unfortunately, if this is the case
they have only done the bare minimum that is required.
The marketplace requires that we should strive to be
the best at our given task. For ROW professionals, this
includes competent email communication, negotiating clear
agreements, legible permitting, reviewing title, preparing
understandable ROW documents, dependable production of
reports, etc. In all of this, communication is key.
Logic would tell us that if we want to make more
money, earn more prestige, or obtain that promotion we
have always wanted, then we should be the best at these
tasks. This requires a wide knowledge base along with a
desire to continue to learn. If you struggle with the basics
in communication and grammar, do not be ashamed or
discouraged. Go to a local community college, take an online
class in English, or join a local Toastmasters chapter. Need
to know more about the art of negotiation? Read books on
successful communication, body language, or sales. Dale
Carnegie’s classic book,
How to Win Friends and Influence
People
, is a great place to start. Want to learn more about the
ROW industry? The International Right of Way Association
(IRWA) has many classes that can help.
All of these tools will help you learn
how to communicate better.
Finally, offer to speak at events on
topics in which you have knowledge
and expertise. Teaching is one of the
most effective ways to learn about
a given subject. Also, as you teach,
you will grow and develop in your
communication skills. Remember,
the more you know about a topic,
the more likely you will be able to
communicate about it clearly. With
that being said, pick a subject in
which you want to improve and start
educating yourself!
Ethos
One of the greatest advancements
of communication in the 20
th
century
was the implementation of the
emergency system throughout the US.
By simply dialing these three numbers,
immediate assistance is provided
to those in distress. The universal
popularity and use of this system
illustrates an important truth. In a
crisis situation, every person wants a
‘Go-to Guy.’
A Go-to-Guy is someone you can rely upon, a person
that is always there in good times, as well as bad. In short,
someone who is dependable, both in performance and
communication. This is how your clients should think of their
relationship with you.
In this industry, deadlines are all-important. Everyone
wants it done yesterday and that is still a day late. Too many
times, we simply do not answer the bell: “Its 3:30 on a Friday
and you are thinking about cutting out an hour early to get
in an extra nine holes. As you are about to walk away from
your desk, your phone rings. Caller identification shows that
it is Tom calling for the third time today, and the first two
calls lasted over an hour each. At this point, you have a
crucial decision to make. Will you be an effective 911 operator
ready and willing to help or are those extra nine holes more
important?”
We all know the frustrations of not being able to contact
the person we really need. We must put ourselves in our
clients’ shoes and deliver on their behalf. The hard part is that
at times, we are extremely busy and cannot answer the phone.
Even in those times, however, we can send a quick message
saying we received the call and will be with them shortly. It
is a great feeling when someone who is busy replies with a
message simply saying they are in a meeting and will call back
at a given time. This communicates to the person calling that
they matter. It lets them know that their call is important.
Keep in mind, when your client has an emergency, you want
him or her to think of you as their personal emergency
Figure 1.
Education, ethos and execution are the foundation for effective communication.
20
World Pipelines
/
JUNE 2015
