Communication

Communication is at the core of every human endeavor and perhaps the defining element of humanity itself.

Wikipedia says communication “is a purposeful activity of exchanging information and meaning across space and time using various technical or natural means, whichever is available or preferred. Communication requires a sender, a message, a medium and a recipient, although the receiver does not have to be present or aware of the sender's intent to communicate at the time of communication; thus communication can occur across vast distances in time and space. Communication requires that the communicating parties share an area of communicative commonality”.

Consider this example: Two network engineers are at a gun range sighting in a rifle. One is at the bench firing the rifle. The second is at the target pit pulling targets. After every string of shots, the target pit calls out a miss. After several frustrating attempts, the man at the firing line places his hand over the muzzle and squeezes off one more shot. Gleefully with a hole through his hand he proclaims “Everything checks out on this side – the problem must be on your end.”  That is how communication works. One needs to always meet the other farther towards the middle than halfway. When building a new team, the leader should describe and promote positive habits to support better communication.

No matter what our workplace environment looks like, we should all consider the following points around communication:

1. Face-to-face is the preferred communication method.
2. Phone calls are better than emails.
3. Structured meetings are the best method for communication to groups.
4. Conference calling is a cost effective option where a physical presence is not mandated.
5. If you are using conference calling or virtual presence, make sure your equipment is actually providing a usable platform.
6. Email and meeting notes are not the preferred method of communication.
7. Inflammatory communication has no place in our culture.
8. If you do not want to read it on Facebook or would not speak it to your daughter, do not email it.
9. Sensitive communication should not be made via email.
10. In answering an email, avoid “reply all.” It is wasteful and disrespectful of others’ time.
11. Relationships are the conduit of communication – build them.
12. Face-to-face meetings requiring travel can be expensive and should be reserved only for the required personnel. This protects both human and economic resources.
13. During meetings, our cultural norm is to silence cell phones.
14. The use of computers, cell phones, iPads, and personal assistant devices is frowned upon during meetings.
15. Routine meetings benefit from visual meeting tools and techniques where possible to improve communication.
16. If there is not dialogue, you are not communicating
17. When meeting with outside entities, be cognizant of company image. You are representing your company and your team.
18. Be on time. If you are not 15 minutes early, you are late.
19. Be properly dressed. Really. Match your job and audience.
20. If your meeting relies on any computer or projection equipment, set it up and test in advance.
21. Do not rely on performance management software or other “aids” to serve as a substitute for face-to-face communication. This is especially true of performance management and training.
22. "Listen and discuss" is preferred to “click and learn.”

 If you have other behaviors to improve communication please send them to me, or share your experiences with some comments.

Takeaways:

• Everyone has a preference for how they want to communicate.
• Email is the least effective method of communication.
• Reply All should be eliminated.

Exercises

•  Have a brainstorming meeting with your team to discuss how to improve communication.
•  List each of your direct responses and how each prefers to communicate.
•  With your team, draft your own "communication charter."

Tim Crocker currently is engaged with the SASOL LCCP Cracker Project in Westlake Louisiana as the Utilities and Infrastructure Production Manager. During his career, he has worked on infrastructure development at BASF, Biofuels technology development with British Petroleum, and Utilities Management at Georgia Pacific and Domtar. His areas of expertise are Process Improvement (Kaizen), Lean, Steam and Power Systems, Water Treatment, Chemical Recovery, Energy Management, Waste Treatment, and Performance Management. Tim received his Bachelors in Chemistry from the University of Portland along with a Major in Philosophy. Later he earned his Masters from the Institute of Paper Science in Atlanta, GA. Tim is an active blogger and is working on his first eBook. He is available for management consultation and speaking engagements. Currently, Tim lives in the Moss Bluff community with his wife Cathy and daughter Yuri. They enjoy gardening, amateur astronomy, cooking, and model rocketry.

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