Ensuring accountability: some simple communication tricks

Background

In an organisation, people interact with each other for two reasons: one, social (since we all are humans); two, to get something done. The capability to get something done varies from person to person and it affects the outcome and productivity to a great extent. When people respond adequately, e.g., we request someone to complete something very complex or very simple (as simple as providing us with some pieces of information) and they do what we request them to do, our job becomes quite easy. We do not, however, live in an ideal world and many a time things do not move as we expect them to. That is where things become complicated. Failure in our parts to get something done can make things over complicated, especially where there are potentials for domino effects.

Our success or failure to get someone complete something is not necessarily a matter of whether the other person is a ‘good’ person or a ‘difficult’ person; in most cases, it is our success or failure in communicating the message, i.e., we need to tell them why we want them to complete something. A little bit of careful communication can make a huge difference in this case.

The tricks

Let us consider the following.

Connect with courtesy

The old adage always works: courtesy costs nothing but wins everything. Reach out to the other person in a polite way, e.g., send an email explaining who you are, what you need, and how they can help. Most importantly, address them properly at the start of the email. If they work on the same floor as yours, say hello to them, introduce yourself, and say something to make them feel good, e.g., ‘I need a favour from you; I need to get this piece of task done, and have been told you’re the best person to help me.’

Set up the context

Be specific and explain the context, i.e., why you need what you need from them whether it is a piece of information or an action to be completed by them.

Are they the right people to do the job?

Before reaching out to someone it is good to ask yourself who the right person is for the task and then approach them. If they respond stating they are not the right person for this task, thank them for responding and also ask if by any chance they can tell you who the right people are to assist you with that task.

Explain the expectation in clear action terms and set a timeframe

Be specific and use action words, e.g., ‘I need to compile a report for which I need some data on X and can you please provide me the details by Y date?’ or, ‘The customer who raised the complaint has followed up on the progress. I need to respond to them ASAP. Can you please give me a status update in the next two hours? Any delays can lead to a complaint to the regulator.’

Follow up

When you have requested something from someone, create a follow up for yourself whether it is on your diary / notebook or in Outlook. If they have not responded within the time frame specified by you, send a follow up email or call or a message in Teams.

Escalate

When they have not responded after a follow up, escalate the matter to their people leader.

Appreciate

When they have responded to you with what you require, e.g., the required data or an update that they have completed the task requested by you, thanks them and appreciate them for the support.