Career Advice: Effective Communication

Kishore

(February 2002)

In previous article, I have discussed how various performance ratings are assigned. In this article, I will focus on how communication plays a role in your career.

I will discuss what one should do to qualify for various performance ratings in communication skills so that you can assess how you measure up.

Communication can be Written, Oral, Listening skills

Written:

• In this computer era written communication is mainly e-mail. Everyone should learn to master how to handle e-mail.
• Are the documents you write for specifications, design etc. clear and effective?

Oral:

• How do you communicate with your boss and colleagues?
• How effectively do you express your views in meetings/discussions? How effective are your presentations?

Listening:

• Are you able to understand and follow instructions effectively in meetings, discussions?
• It becomes important for team leads, managers who have to pay attention to team members problems/opinions regarding various matters.

  Communication Ratings

 More points to note: 

• Expectations of ‘Communication’ aspect vary based on role. A team member playing a lead in meeting will be considered exceeding expectations, but for a manager it will be meeting expectations. Similarly a Sales person making killer presentations is meets expectations whereas Accounting Manager (a new proposal) making a killer presentation will be exceeding expectations.
• Proactive communication plays very important role. Always I mean ALWAYS keep your boss posted on status of tasks assigned to you. It not only eliminates the effort of having to track you, but he KNOWS what you are up to. This builds trust between you and your boss.  Any boss will be troubled if he does not know what his team members are up to and what is the status of some of the critical tasks assigned to you. (See Illustration below)
• Effectiveness in meetings is also very important. In meetings you are assessed not only by your boss, but your colleagues and sometimes even top management. It does not mean one should talk nonsense. When matters related to your role come up you should able to communicate status, problems/issues effectively so that everyone understands. It always pays to prepare for meetings (having relevant information at hand). Make your presence matter when called for. Participation has to be consistent in meetings. Leadership skills are recognized/assessed in such meetings.
• E-mail communication also has become quite important. With the sheer number of e-mails we read/send quality of e-mail communication is also important.
• Don’t initiate e-mail debate/discussion with incomplete details that will frustrate the audience and always try to close a discussion thread at the earliest if you are the initiator.
• Avoid spelling mistakes and basic grammar mistakes by using spell checking tools. It needs double checking the mail before sending and using spell checker tool with your e-mail essential. If you ask why grammar and spelling is important, I would say when a mail is full of silly mistakes it looses 'clarity of communication' and results in loosing focus. I have seen this often. 

Sample Illustration:

Imagine following situation.

There was a customer complaint which your boss's boss received for which you are responsible to solve. He called your boss and told him to resolve the problem at the earliest. Your boss called you and asked you to solve the problem.

You solved the problem in minutes. Customer is happy. What do you do next?

Action 1: You keep quite without communicating the same to your boss. Your boss's boss remembers about the problem. Calls your boss and asks him what is the status? Your boss does not know that you solved the problem. He tells his boss that most probably you still have not solved the problem and he will check with you and later update him. He gets busy and after one hour he comes around and asks you. You tell him casually that the problem is taken care of. Your boss is happy that the problem is taken care of but not sure whether it was done in 10 minutes or 1 hour. Since the job is done, he will go and inform his boss that it is done.

Action 2: You call your boss immediately and tell him that the job is done. Now your boss knows that you have done a good job and were responsible enough to inform him that it is done. He calls his boss and tells him that so and so has handled the problem within 10 minutes and there is nothing to worry about it.

Action 2 is better than action 1. By being proactive in communication you eliminate the need for your boss and his boss to remember and follow up and you have helped them spend their time on other things of importance. It also gives an indication to your boss that you are reliable in getting the job done.

Proactive communication saves time. Remember time saved is time earned and time is precious for everyone.

Summary:

In displaying skills in communication it is important not to make silly mistakes. Occasional mistakes are acceptable. Take care and watch how you display your communication skills. Remember there is always scope for improvement by enhancing one's skills. Especially when it comes to making presentation and participation in meetings. Watch for opportunities to prove yourself. Communication MATTERS.