Neglecting Communication Skills in Hybrid Work Could Spell Disaster - Here's Why We Must Invest Now

Since well before the pandemic, the debate over the merits and challenges of remote work has been in full swing. Like any other seismic shift in business operations, moving towards remote or hybrid work has not been without its battles. In 2020 when the world shut down, it seemed that the question was answered and the debate was finally over. We no longer had the option to go into the office and would all have to figure it out. And guess what? We did. Did everyone love it? No. Did everyone hate it? No. Was it perfect? No. Did we manage to keep business moving forward? Yes. Case closed.

As I spent my days figuring out how to help people communicate effectively, I struggled with the opportunity I had dreamed of since the turn of the century when my first child was born. As a working mom, I wanted to find a way to balance my work and family lives and knew the only logical approach would be to work from home several days per week. Losing my commute time gave me at least two more hours in my day. Not having to worry as much about what I was wearing was at least another 30 minutes and, let's face it, on more challenging days, added up to another hour. So, working from home would have offered me at least three more hours to spend with my kids versus battling transportation in and out of New York City. But despite my dreams of working from home coming to life, I, like millions of others, realized quickly how challenging it was to have the same kind of meaningful interactions over Zoom.

But wait, I was an advocate! I believed in our ability to do two things at once. We could be fulfilled in our balanced lives and be uber-productive at work. We just needed two monitors on our desks, a ring light, and a good supportive chair. That was a false belief, I quickly learned - as did everyone else. Fast forward to early 2023 when most employers required employees to return to the office at least a few days a week and I was getting a flurry of emails and calls from clients asking to help people learn how to communicate in person. I understood, profoundly and personally, the challenges of getting accustomed to seeing people again and re-learning how to use and read body language. When the debate arose again, and many large employers insisted that too much was lost in collaboration and productivity when employees worked remotely, the central argument was how we communicate. And, to say the least, I was conflicted.

In the tapestry of remote work, one thread holds a significantly heavier weight than it's often credited for — interpersonal communication. With the paradigm shift from traditional office environments to virtual spaces, the mechanisms of interaction have evolved. However, the importance of effective communication remains steadfast, and it is now playing an increasingly crucial role.

The Challenge

The world has mostly shifted to a hybrid work environment, which provides workers with numerous advantages, such as flexibility and the elimination of commute time. However, we now better understand the challenges, particularly in how workers communicate and collaborate. We've stepped away from spontaneous desk chats and moved towards scheduled Zoom calls, where the nuances of body language and the intimate grasp of team dynamics often get lost in transmission.

The Imperative

Fortunately for me and my colleagues, organizations recognize the need for more deliberate measures in coaching their teams on how they communicate. The absence of face-to-face contact in a virtual workspace makes every digital interaction count. Simple misunderstandings can escalate quickly without the safety net of non-verbal cues, making the clarity, tone, and content of written communications paramount.

The Solutions

During the pandemic, I spent a lot of time working with our clients on how to lead remote teams, which, naturally, centered around how they communicate. For example, crucial conversations like corrective feedback require a different approach virtually than in person. In fact, before the pandemic, we would have deemed virtual corrective feedback conversations verboten. Now, as we have moved into this hybrid dynamic, it is time to look at skills once again and ensure that leaders and teams understand how to interact differently and effectively. For example, the agility that is required for managing meetings that involve people in the room with people participating virtually is far more complicated than either a live meeting or a virtual meeting. The skills needed to manage these interactions to ensure that all participants are included and engaged are more complex but attainable.

The approach we recommend to our clients is generally a two-pronged strategy. First, we encourage them to invest in formal training that ensures employees have the competencies to express themselves clearly, manage conflicts virtually, and portray empathy and engagement through screens.

Next, we work directly with leaders, helping them gain new leadership skills through training and coaching for the future of work. We help them develop a culture that encourages frequent informal check-ins that can emulate the 'water cooler' effect. This strengthens relationships and promotes a sense of belonging, often undermined by distance.

Additionally, we assist leaders in developing a hybrid communication strategy that ensures seamless and inclusive communication across all team members. This includes setting clear expectations for virtual meetings, such as ways to engage remote employees and incorporating technology that promotes collaboration.

Moreover, we emphasize the importance of creating a safe space for open and honest conversations, especially when giving corrective feedback virtually. This means building trust first and foremost.

The Human Factor

Ultimately, we remind leaders that their teams of comprised of humans who think and feel and have motivations that were formed long before they showed up at their first day of work. A leader's ability to understand their team members' motivations unlocks pathways for communication success. It helps them be seen more deeply and feel like they are being treated like the individual they are. This form of empathy has a profound impact on the individual and their experience on the team. Evidence shows that teams work more effectively when they are understood at that level. We use tools like Enneagram and Tracom Social Styles to help teams gain better insights into each other. Leaders and team members demonstrate more empathy that is often expressed through a thoughtful message, sensitivity to cultural nuances, and the emotional intelligence to read between lines in an email; these are nuanced skills that require cultivation.

The Way Forward

For teams to triumph in the landscape of remote work, companies must prioritize the development of human skills with the same vigor as technical capabilities. Interactive workshops, coaching and mentorship programs, and team-building activities can bridge the digital gap. Investing in communication skills is investing in the human side of business, thereby enhancing productivity, innovation, and employee satisfaction.

The Conclusion

Successful remote work’s bedrock doesn’t rely solely on cloud-based services or robust Wi-Fi connections. It's in the ability of individuals to communicate with tact, empathy, and precision. In a world where the office is as virtual as it is global, mastering the art of interpersonal communication is not just a soft skill but a fundamental pillar supporting the architecture of efficient and harmonic remote work.

Now more than ever, organizations must intentionally upskill their employees to thrive in the digital workspace. A connected team is productive, and at the heart of connection is the artful dance of communication. In this era of pixels and screens, our words are often our most present selves.