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How can you help your mentee communicate with non-technical stakeholders?

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As a field service engineer, you have to deal with complex technical issues and provide solutions to customers who may not have the same level of expertise as you. This can be challenging, especially if you are mentoring a new or junior engineer who needs to learn how to communicate effectively with non-technical stakeholders. In this article, you will find some tips on how to help your mentee develop the skills and confidence to explain technical concepts, answer questions, and address concerns in a clear, concise, and respectful way.

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Gnash Aboobacker

"Senior Biomedical Engineer| Manager - Dept. of Biomedical Engineering| Biomedical Engineer| Clinical Engineer|…
Meenu Preethi A

Biomedical Engineer

1 Understand your audience

Before you and your mentee start a conversation with a non-technical stakeholder, such as a customer, a manager, or a vendor, you need to understand their background, expectations, and goals. What is their level of familiarity with the technical topic? What are they trying to achieve or solve? What are their main pain points or challenges? How do they prefer to communicate? By knowing your audience, you can tailor your message and tone to suit their needs and interests, and avoid using jargon, acronyms, or technical terms that may confuse or alienate them.

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Eric Graeb

Manager, Technology at Petline Insurance Company
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I find it best to remember that the stakeholder has asked for something from you. It may have a technical requirement, but it had a very business oriented request. So tailor your answer to their request. How does this technical answer serve their request and why? Are their other dependencies you are accounting for like security? Use their words to present it to them. If you MUST use acronyms (which you shouldn't have to at this level) provide a glossary for them ahead of time and give them a moment to review it. Avoid going into details unless they ask a question. I find most don't want the technical details, they just want to understand how you are going to solve their problem, what teams are involved, and how much it will cost them.

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2 Simplify and summarize

One of the most important skills for a field service engineer is to be able to simplify and summarize technical information without losing accuracy or relevance. You and your mentee should practice how to break down complex concepts into simple, understandable, and actionable steps, using analogies, examples, or visuals when possible. You should also focus on the key points and benefits of your solution, rather than the details and features, and use clear and concise language that avoids ambiguity or vagueness. A good way to check if your message is clear and simple is to ask yourself: can a non-technical person repeat it back to me?

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Gnash Aboobacker

"Senior Biomedical Engineer| Manager - Dept. of Biomedical Engineering| Biomedical Engineer| Clinical Engineer| Lecturer"
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Encourage your mentee to communicate in clear and simple language, avoiding complex terminology and technical terms that might be unfamiliar to non-technical stakeholders. The objective is to convey information in a manner that is easily understandable. Additionally, suggest the use of storytelling as a strategy for your mentee to make technical information more relatable and engaging. Narratives have the power to simplify complex concepts, making them more accessible to non-technical audiences.

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3 Listen and empathize

Communication is not only about talking, but also about listening and empathizing. You and your mentee should pay attention to the non-technical stakeholder's questions, feedback, and emotions, and show that you care about their perspective and experience. You should acknowledge their concerns or frustrations, and express empathy and understanding. You should also ask open-ended questions to clarify their needs, expectations, and preferences, and confirm that you are on the same page. By listening and empathizing, you can build trust and rapport with the non-technical stakeholder, and make them feel valued and respected.

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4 Demonstrate and educate

Another way to help your mentee communicate with non-technical stakeholders is to demonstrate and educate. You can show them how your solution works, what results it can achieve, and how it can benefit them. You can also educate them on the technical aspects that are relevant or important for them, such as how to use, maintain, or troubleshoot your solution. By demonstrating and educating, you can increase the non-technical stakeholder's confidence and satisfaction with your solution, and also empower them to make informed decisions or take action.

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5 Follow up and follow through

The last tip for helping your mentee communicate with non-technical stakeholders is to follow up and follow through. You should always end your conversation with a clear summary of what was discussed, what was agreed upon, and what are the next steps or deliverables. You should also follow up with the non-technical stakeholder after the conversation, to provide updates, feedback, or support, and to ensure that everything is going according to plan. You should also follow through with your commitments, and deliver on your promises. By following up and following through, you can show the non-technical stakeholder that you are reliable, professional, and accountable.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Meenu Preethi A

Biomedical Engineer
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Encourage mentees to create an open space for questions, allowing stakeholders to seek clarification. Foster an environment where mentees reassure understanding, promoting effective communication with non-technical stakeholders in collaborative discussions.

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Gnash Aboobacker

"Senior Biomedical Engineer| Manager - Dept. of Biomedical Engineering| Biomedical Engineer| Clinical Engineer| Lecturer"
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Stress the importance of building healthy relationships with non-technical stakeholders. Establishing a rapport can create an environment of trust and open communication.

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How can you help your mentee communicate with non-technical stakeholders?

1

2

3

4

5

6

1 Understand your audience

2 Simplify and summarize

3 Listen and empathize

4 Demonstrate and educate

5 Follow up and follow through

6 Here’s what else to consider

Field Service Engineering

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How can you help your mentee communicate with non-technical stakeholders?

1

2

3

4

5

6

1 Understand your audience

2 Simplify and summarize

3 Listen and empathize

4 Demonstrate and educate

5 Follow up and follow through

6 Here’s what else to consider

Field Service Engineering

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