Staff Communications: Lessons From The Back Streets Of Boston

Introduction

Lessons about effective communications are everywhere. I was in Boston at a conference about 20 years ago. It was my first visit. The morning after I arrived I went for an early morning walk. Before leaving I consulted a map and worked out a route from the hotel and back. In my usual way, I said “G’day” to all I passed.

What The Locals Said

“You went walking where this morning? How early? On your own? You said what?” Apparently I’d inadvertently walked through a most “uninviting” part of the city and had been fortunate to escape unscathed. The locals were astonished.

The Warning

They added, “If you’re going to walk in that part of town again, make sure you’re not alone. And if you must speak to the locals, whatever you do, don’t look ‘em in the eye.”

I changed my route the next day.

No “Stranger Danger” At Work

You’re probably aware that I regard effective face to face communication as the core, basic, irreplaceable management skill. You must be an effective face to face communicator to be a good manager.

One More Essential Technique

Your business is not the mean streets of Boston. If you want to communicate effectively with staff, do the reverse to what I was advised: Always “look ‘em in the eye”.

Importance Of Eye Contact

Direct eye contact ….

• Allows both persons to pick up expressions that are independent of the words used themselves
• Shows that you expect their attention
• Shows that you’re serious about what you say
• To some extent at least, “personalizes” your words
• Your words are meant for them.

Lack of direct eye contact suggests

• That you don’t really believe what you’re saying
• You’re embarrassed by your words
• You’re not concentrating on them
• You don’t regard what your saying is very important.

More Tips

When talking to someone at work, stop doing everything else. Not only does this show them that you want to give them your entire attention, it also saves you from distractions.

And ensure that they stop what they’re doing B55 and listen to you. If work demands are such that they can’t stop what they’re doing, arrange to speak to them when they can.

Conclusion

Effective face to face communications demands great skill and technique. “Look ‘em in the eye” and “Shut up and listen” are small but essential features.

What To Do Now

Ask your partner, ask your close friends, ask staff you can trust: “Do I always look you in the eye when I talk to you about important issues? Do I concentrate entirely on what you’re saying when you speak to me?” Then act on the feedback.