Organisations ask a lot of their operational and line managers. The day-to-day administration of a team while also focusing on delivering business results can be overwhelming for even experienced operational managers. Functional areas such as finance, human resources, property and procurement regularly decentralise activities to people leaders or provide self-service options that also shifts the action to the manager.
It becomes apparent why managers can struggle in their communication efforts. An employee’s immediate manager has a significant impact on their experience of the organisation they work for. Across a range of communication audits and studies, ‘immediate manager’ is cited as a preferred source of information, and yet the performance of managers is also cited as a challenge.
It’s no surprise then that so many engagement or communication surveys show that manager communication is not meeting employee needs or expectations. Meanwhile, in research across a wide variety of industries and organisations, line managers in organisations have a consistent request:
Make it simpler for me.
Three tools and an essential skill
There are three simple tools that people managers can adopt that will add to their communication competence and increase their effectiveness in communicating with not only their teams but other parts of their organisation and their stakeholders.
“For us this means…”
Being able to complete a very specific sentence is an important capability for line managers in any organisation. That sentence starts with “For us, this means…”
Organisations are complex. It’s almost a cliche to state that, but it remains an unavoidable truism as the nature of work continues to shift and organisations continue to try and deliver their outcomes in perpetually changing circumstances.
The days of control and command where a manager could know everything that was important to their team are gone.
Given this fact, the role of the manager shifts from being the keeper of knowledge to the provider of context. Providing managers with enough information, giving them time to digest and internalise change, and equipping them to translate priorities for their business area equips them to fulfil their role as a credible source for the team and empowers them to do it in an authentic way.
“For us this means…” is the bridge between the universal messages being driven by the CEO or Executive team, or a corporate communication function, and delivering consistent yet relevant information to the parts of the organisation where change actually occurs.
Think about how we usually experience the people we work with. We see them at their most normal as they talk to us day to day about their work or their weekend. We see their natural body language. Regardless of whether they are extroverts, introverts or somewhere in between, we can observe their authentic style.
Now think about what usually happens for managers when there is a substantial change they are required to support. They are provided dot points, speaking notes, briefing packs or a script from the project or human resources or a change team. And then they are asked to deliver those messages. For some, this takes the form of holding the script, and ‘seizing up’ as they are constrained in their communication style. What we see is they suddenly become “elbows-in” communicators as they clutch the script in front of them and lose their natural style.
Investing in managers’ communication competence to enable them to be “elbows out” communicators, comfortable to deliver the essence of a message while not being restricted to a script that forces them to sound inauthentic delivers results in terms of credibility and equips them to be the trusted source that their employees and team members want them to be.
Think before you speak
Managers face time pressures and unfortunately too often this translates into a lack of preparation for communication. Planning communication does not need to be difficult or time-consuming. Five simple questions can help a manager prepare for any kind of communication activity. It might be the one to one meeting they are having with a team member, or it might be the monthly all-hands meeting; asking themselves the following five questions to prepare can help them hit the mark on their message and most importantly, focus on the outcome of the communication.
What is the context of this communication: what is going on here, what has already happened, and how does that affect what I want to happen?
What outcome am I hoping for and what will that look like?
What message does that individual, team, partner, customer, or stakeholder need in order to move them towards that outcome?
Given the context, the message and the desired outcome, what is the most effective method for this communication? Is this something that needs to be communicated face-to-face?
What is required to support this communication activity to ensure the outcomes are achieved? This might be selecting the right place and time, determining what additional information is required, involving others in creating the communication or ensuring there is a feedback process.
It is no coincidence that those considerations form the abbreviation COMMS:
(More information on applying the COMMS planning approach is available freely under a Creative Commons license.)
While simple on the surface, applying these three skills consistently can transform the quality of manager communication.
Listening is the special sauce that brings it all together
Binding these three skills together is a manager’s ability to listen deeply. This includes listening to what the organisation requires them to achieve, as well as listening to what their team needs in order to deliver.
At a time when organisations continue to struggle to engage employees, equipping managers to be effective communicators has a direct benefit and is far from a ‘soft skill’. Investing in developing manager capability in these four areas provides an advantage in terms of reputation, risk, productivity and engagement.