How can you develop employees' online communication skills?

Many coaches work with the GROW model from John Whitmore. G = Goal, R= Reality, O= Options, W= Will. The first step is to identify the goals from the coachee and than to go ahead with the assessment of the reality.

Since online communication means multiple things to different people, we might have to conduct an assessment to understand what are the organizational standards (or at least the expectations). An employee's behaviour across various platforms have to be similar (for example, responding to a chat versus updating a ticket in slack or other trouble ticketing platform). Understanding the expectations and then ensuring that the employees are aware of the expectations are key. Subsequently assessments and trainings might be done wherever shortcomings are observed.

?? Developing employees' online communication involves diverse strategies: Training Modules: Offer courses on effective email etiquette, virtual meetings, and tone in written communication. Mock Scenarios: Simulate virtual scenarios to practice handling diverse online interactions. Peer Feedback: Encourage colleagues to provide constructive feedback on each other's communication. Role Play: Conduct sessions where employees enact different online communication scenarios. Mentorship: Pair them with seasoned communicators for guidance. Continuous Evaluation: Regularly assess and provide feedback on their written and verbal online communication. Encourage Active Listening: Highlight its importance to improve understanding and response.

Our smart phone provides instant feedback! Yes, it's so easy to take a feedback of our own Communication skills by simply recording and analyzing it. One doesn't need a coach for feedback but to provide support and encouragement to improve. Improving in any endeavor is a slow process and takes time. This can may result in a loss of morale. This is where the coach needs to step in!

My hybrid team uses Slack as our main mode of communication. I like how we all encourage each other to send over helpful articles or resources that'll get us to engage with the content (e.g., discuss a newly published article about workplace trends or the latest Slack study describing communication styles). We have different department channels that specifically encourage these discussions (like #social-media-discussion and #digital-pr-dicussion) so we know exactly where to include our resources.

The best way to showcase the correct skills is to organise a short talk. All aspects of online communication right from body posture to expressions to tone and the right eye contact can be demonstrated by the coach. To facilitate reinforcement the same can be recorded and shared with the participants

Communication skills (online or offline) needs regular practice. Hence it is imperative that regular feedback and a chance to reflect on their performance. Adequate support must be provided by giving them opportunities to perform and learn.

Communication skills cannot be improved by simply listening to someone more skillful :) One needs to practice. The coach needs to encourage the employees to record short videos at regular intervals which could be analyzed jointly. As people get better, they need to start interacting with each other. Practice, practice, practice. Thats the only way to go!

The STAR is a tool that many use for better communication. This method is often used in the context of behavioral interviews, but it can be adapted for effective communication in various online scenarios, such as emails, virtual meetings, or collaborative platforms. Here's how you can apply the STAR method: Situation: Set the stage by providing context to ensure understanding. Task: Clearly define the specific task or objective being addressed. Action: Describe the steps taken, decisions made, or strategies implemented. Result: Summarize the outcomes or impact of the actions taken.

Another consideration is to provide employees with opportunities to practice their online communication skills in real-world scenarios. This could involve hosting virtual meetings or providing online collaboration tools for employees to use. It's crucial to stay up-to-date with the latest trends and technologies in online communication. By staying informed and adapting to the ever-evolving digital landscape, organizations can ensure that their employees are well-prepared to effectively communicate online, regardless of the challenges they may face.