operator. In these moments, you can secure and seal a long-
term relationship with a client by simply being his Go-to-
Guy. This should be the ethos or the culture, habits, and
atmosphere of your company.
Execution
So far, we have discussed the first two steps in being a
successful communicator, education and ethos. The third
step of the formula is execution. Implementing effective
communication depends upon a few simple principles:
Be clear and concise
Simply put, say what you need to say in a manner in which
everyone can understand while using as few useless words as
possible.
Listen before speaking
The Greek stoic philosopher Epictetus said, “We have two
ears and one mouth so that we can listen twice as much as
we speak”. This is the hardest one of all. Here are some tactics
that you can use to help you become a better listener. First,
start taking notes. Short notes. Notes should only be a few
words with a deadline date written beside them. Secondly,
active listening can be very helpful. In essence, active listening
is simply repeating what you heard, or thought you heard,
to the speaker. This allows the speaker to correct anything
you heard wrong. Finally, as listeners we must create a safe
environment for people to speak. If we are dismantling every
idea that is spoken with no regard for the speaker’s feelings,
then people will stop speaking. So, sit back, take notes,
actively listen, and create an environment in which ideas,
good and bad, can be brought to the discussion.
Use technology
Use technology to organise for effective communication. We
have already covered the ethos of a Go-to-Guy. Here are some
executable steps:
)
Texting: For starters, maximise your smartphone. Most
smartphones have the capacity to create a preset text
message to send while either on your phone or in a
meeting. Take a few moments and create some for your
clients, bosses, co-workers and landowners. When they
call, and you cannot answer, you have a comforting,
heartfelt message ready to send.
)
Email: Something else you can do from your smartphone
is to send and receive emails. If the person is calling from
a landline, send a short email saying you will call at a given
time. The team at R-Squared Global strives to respond to
all emails as soon as possible. Technology gives you the
capacity not to be tied to your inbox waiting to receive
emails each day. Rather, wherever you are you can check
your inbox every 30 minutes to an hour, and ideally
respond to each and every one of them. To some you
can give a full response, while to others just a quick note
saying you are addressing the issue. You can also forward
emails to other members of the team asking for assistance.
)
Phone calls: Answer the phone when you can. Even in the
age of technology, nothing is more important to clients
than a personal relationship with someone who cares and
communicates.
)
Meetings: “To meet or not to meet, that is the question!”
Communication is a great tool but it can become
you master instead of your servant. It is important to
understand the point where the overabundance of
communication becomes white noise. If you are spending
consecutive hours on conference calls or meetings day
after day, you may be a servant to communication and not
its master.
The author recalls; “A few years back, our company was
working on a project that required us to meet twice a week
for six to eight hours each day. The majority of my time was
preparing for meetings and attending them. Our company’s
contribution to the meeting was approximately one or two
hours. We wasted a lot of time sitting around in meetings.
From that day forward I determined to make communication
my servant, and not my master.”
Master communication; do not be mastered by
it
The most effective way to make communication your servant
is have a well thought-out plan. You can accomplish this by
planning your day the night before. Simply take a half hour to
decide whom you need to email, what meetings you need to
attend, and whom you need to call. This will eliminate a lot of
wasted communication. Without a plan on how and to whom
you will communicate, you will in essence be allowing the
rest of the world to control you, your time, your memory, and
your mood.
‘Houston, we have a problem’
You may remember this classic line delivered by Tom
Hanks in the movie,
Apollo 13
. No matter how hard we try,
mistakes happen. Important items slip through the cracks. It
is impossible to avoid them. All we can do is decrease the
likelihood of them happening. In these moments, this is when
a great communicator can shine brightly. The rare occasions
when problems arise will set your company apart from others,
and turn your clients into raving fans.
When problems arise, what should you do? First, respond
by saying you are sorry. Accept responsibility. Admit that
the mistake is not acceptable, but also let them know that
you relish the opportunity you have to show them how
you are able to take care of their problem. Your colleagues
and clients already know, based upon your history of great
communication, that you rarely let things go unanswered
so use a mistake as an chance to reinforce their confidence.
People tend to be very willing to forgive someone who admits
a blunder and takes responsibly. Finally, do not avoid taking
care of a problem, no matter how painful or difficult it is. As
the company, Nike would tell us, ‘Just Do It!’
Conclusion
If we strive to be the best in customer service then we must
strive to be expert communicators. You would be shocked
to find out how far effective communication can get you in
life.
22
World Pipelines
/
JUNE 2015
