Have you ever hit a communication stumbling block when working with a client that resulted in everything coming to a HALT?  I know I have.

One of the top reasons why client engagements run into difficulties ties to breakdowns in communication.  So, what do can a consultant do?  One way is to ensure that the communication loop is completed.  Another way is with the creation of your own communication guidelines.

But before I discuss what I mean by a communication loop and creating communication guidelines, here is a TRUE short story highlighting what I mean by a communication stumbling block.   

Necessary data and information needed by a consultant to complete an assessment suddenly disappeared.  The consultant discussed the situation and the impact of the missing data and information on the assessment with the CFO who in turn called an emergency meeting.  However, the day of the meeting two of three key executives were nowhere to be found.

What happened?  When asked, both executives acknowledged receipt of the email, but neither had interpreted the email correctly.  One executive read the email so quickly he never realized he needed to respond if unable to attend.  The other executive commented that she read the email, but never added it to her calendar, and simply forgot about the meeting.  Regardless of the reason, the result was an incomplete communication message requiring rescheduling of the meeting, loss of time, and a valuable lesson learned by the consultant. The lesson…

According to the playwright and political activist George Bernard Shaw, “The single biggest problem in communication is the illusion that it has taken place.”

Much of a consultant’s success lay in their ability to communicate effectively.  In our busy and informal lives, it is easy to forget how important it is to use the communication method that meets the needs of the situation.  Does the message need to be a formal written document or an informal verbal phone call?  How about an informal written email message or a formal verbal presentation?
 

COMMUNICATION LOOP

It is also easy to forget a simple concept many of us learned in school—the communication model.  The model is a loop with a sender sending a message to a receiver and the receiver actually receiving the message and accepting the imparted content.  The receiver then interprets the information contained in the message and responds to the sender.  Only if there is a response by the receiver is the loop complete.

There is a caveat.  The message also needs to be successful.  Only if the message is received, interpreted, and appropriately responded to in the same context as the message sent is communication “successful.”  If a message sent is not interpreted correctly or not responded to appropriately, the communication “loop” is incomplete and unsuccessful.


WHY COMMUNICATION FAILS
Two common reasons why a consultant’s communication efforts fail are:

1. The method – written or verbal and formal or informal – didn’t fit the situation or the person.  Situational factors, such as contractual requirements and type of information imparted as well as personal factors such as native language, organizational culture, and even education levels of both sender and receiver influence the method used to relay a message.
2. The message didn’t include a request or an action that compels a person to acknowledge receipt and close the communication loop.  A person can send a message for informational purposes only; a formal response is not required and there is no need to close the loop because receipt indicates success.  However, if the loop needs to be closed, help the receiver by asking for a message received reply, thus closing the loop.

• Email, an informal written communication method, used if a response is not needed immediately.  Explicitly mention action required, even if it is only a “please acknowledge receipt of this email.” If no response is received, follow-up after 48 hours (actual time varies based on message) with a call, an informal verbal communication method.  If the email is for informational purposes only, note in the email if no response required.
• Text, an informal written communication method, used for quick immediate messages and responses such as “I’m running late.” Text messaging is not to be used for any important engagement communication and closure of the loop is not expected.
• Written correspondence, a formal written communication method, used if there is an impact to an engagement’s scope, time, cost, or quality.  Use in any situation for which a formal sign-off is required.
• Face-to-face unplanned discussions, an informal verbal communication method, used in flexible situations and for sharing unimportant information. No expectation of a closed communication loop exists.
• Presentations, a formal verbal communication method, used whenever discussing and presenting a topic to a group of people. Recap in writing, a formal written communication method, any engagement related discussions.

Will you make mistakes while communicating?  Of course, you will. Even though I have guidelines, I periodically get lax and make a mistake.  I realize that the success of any consultant when building relationships and engaging clients is dependent on how effectively the consultant communicates.  This includes ensuring the communication method fits the situation as well as the person and, when necessary, ensuring the communication loop is complete.  Take the time to perfect your communication approach and create your own guidelines.  You won’t regret it.

*****

Until Next Week,

Laura Dallas Burford

PS - I've listened to what you have said and there will be a mix of articles and videos released in the weekly newsletter.