I may sound like a broken record, but bare with me…the importance of communication cannot be overstated in the remote environment. Ask anyone who works with anybody and they will tell you that good communication is vital for effective work. Ask anyone who works in a virtual context and they will tell you that clear and concise communication is a life line for their work to be conducted with excellence! I would even go so far as to say your reputation as a professional could hinge on it.
Why is that? Here’s some of the input we received from remote workers regarding the importance of communication.
Remote workers support the necessity of this skill because it is critical…
• in relaying accurate information;
• in eliminating ambiguity;
• because miscommunication leads to misunderstanding;
• in preventing miscommunication due to language differences which can lead to misinformation, resulting in serious errors;
• for accuracy and clarity on all levels to ensure context is preserved;
• because the absence of non-verbal messaging calls for excellence in the written word…full thoughts, meaningful words, concise, accurate;
• in creating common understanding,
• and requires active listening, engagement, and full contribution from all parties.
In other words, the language of ‘texting’ is not going to cut it when your work context calls for a ‘paper’ trail (documentation) outlining decisions, agreements, complaints, discussions, proposals, conflict resolutions, or reports. Nor can a remote worker always rely on technology that supports face to face, virtual meetings. Besides the ability to clearly articulate verbally, virtual meetings often call for a written follow up summary to be provided to all involved to ensure agreement of what was discussed and action steps determined.
The problem is that good communication takes time, something that many of us claim to not have enough of. It also takes patience, reflection, reviewing, reworking, rephrasing, and great intentionality. I’m sure we can all think of a time when we read a text or email and ‘imposed’ an emotion that was never intended. According to Nate Sawatzky
“Good communication is crafted.”
Think on this…you just received a text from someone you recently had a disagreement with. The text said ‘saw u at the mxr prty…nice outfit’. Now, imagine the ‘voice’ you use to read the message…was it positive? Did it represent the sender in a good light? Was it cordial? Or did the ‘voice’ lean toward sarcasm, abruptness, or downright snotty?
Now try this…the same person with whom you had a disagreement sent a text saying “I saw you at the mixer party last evening. I didn’t get a chance to talk to you, but wanted to say that you looked fantastic…that dress was amazing!” Try reading something into that…more challenging, right? There’s little room for ambiguity, misunderstanding, or offence. We also need to keep in mind that written communication may not be the best channel for communicating a message…in actuality, we may choose written rather that a face to face conversation because it’s ‘easier’.
While this example is on the superficial level, you get the idea. The responsibility for ensuring a message is received as intended
lies with the sender…yup, can’t blame the receiver for getting it wrong. The added complexity of virtual communication is the lack of non-verbal…you can’t see how the other person receives your message and often don’t get the opportunity to bring clarity and do damage control. The solution…prevent it before it happens. Intentionality is important…think through your message, consider
what channel is best for communicating that message…be intentional in both the content, context, and channel.
The takeaway? Do whatever it takes to grow your communication skills. When using a written channel, read, reread, and reread your written communication before hitting send…that click could either be the start of an amazing contract, or the demise of the same! (By the way, reading well written books is a great way to improve your writing skills. Ask a mentor to suggest a book that greatly influenced their life, then ask to meet and discuss your takeaways; might as well develop your verbal articulation skills at the same time.)
As I write this blog from 39,000 feet enroute to Montreal, Canada, I’m taking a sidestep from analyzing the data gathered through our remote workers interviews and survey. Join me in taking a look at the topic from a different perspective…perhaps more of a 39,000 foot view.
Choosing the when and where of getting our work done, smart working, is something I highly value. I was privileged to be a stay at home mom when our kids were small, something that lined up with our family values. When I was approached to take on a part time job I accepted only on the condition that I be afforded the freedom to be home for our kids before and after school, attend any and all school field trips, and volunteer in the classroom. It’s important to note that I wasn’t asking for less responsibilities or duties, but rather asking the organization to trust that I would get the work done, on time and with excellence, AND support a volunteer workforce of 200 people. They agreed. I didn’t realize at the time that what I was proposing was a flexible work schedule that allowed me to choose when and where I did my work, in concert with the needs of the organization. I have continued to work for organizations in various sectors that have offered the same flexibility.
As I continue to research and entrench myself in the world of remote work, I truly agree that the future of work will indeed embrace a more globally focus, and that distributed teams and remote workers are, and will continue to be, a growing reality (a positive one).
However, the questions I am still pondering are:
• Is a distributed workforce a one size fits all for organizations big and small?
• Can an organization considering such a transition expect that all of their existing employees would succeed as remote workers?
• Should finances be the compelling argument for an organization to go fully distributed? (true, you save on the overhead, but success outcomes will ask you to strategically direct that money towards excellent technology and support for your new virtual work force).
Back to my reason for being 39,000 feet in the air heading to Montreal. For the next 2 days I will be attending a Service Design Thinking Conference. I love design thinking! Why? Because it takes a human based perspective on making decisions around the who, what, where, when and how of remote work…after all Human Resources are the most valuable resources any organization has.
So, what if we reframed the above questions from a design thinking perspective…
• How might we determine the best configuration for an organization that will honour their mission, vision, and values?
• How might we train and support all employees, remote and co-located, to such a degree that where they actually ‘do’ their work sets them up for success while increasing organizational productivity?
• How might we create a strategically viable budget that reduces the organizational footprint, provides for employee flexibility, and results in growth in the triple bottom line?
Change is a certainty in life. However, what changes and how those changes impact the people involved (on all levels) must be forefront in our change management processes.
“The value of design thinking is neither in its artistic appeal nor its unorthodoxy, but in thinking differently about how to solve business and organizational challenges.”
Design thinking takes time to clearly identify what the real issue to be addressed is and collaborates with all the stakeholders to come up with a solution that genuinely addresses that issue.
As a person passionate about helping others realize the very best of who they can be, I’m committed to being a thinking partner who comes alongside and facilitates a decision making frame work, a way of thinking, that guides organizations and their teams to what is the best, strategic direction for them to take…whether distributed, semi-distributed, co-located…or whatever creative configuration they come up with.
While we have much analysis still to do regarding the data collected on the topic of worker competencies and contribution feedback from the perspective of remote workers, I wanted to share what remote workers told us are the 6 most critical competencies necessary for success in the remote working context.
To provide some context for this, let me reiterate what I said in the previous blog, skills speak to WHAT you do, and competencies speak to HOW you do it.
One thing to point out…you will notice that communication is not on the list…not an oversight! In every conversation we engaged in, and the additional comments added to the survey responses, it’s clear that excellent communication is absolutely vital for success as a remote worker…especially written communication. That, along with the ability to determine the appropriate communication channels to use, AND the ability to determine and use appropriate technology to get the job done.
So, drum roll please…based on feedback from 250 plus remote workers, home based in Canada, the US and various places in Europe, the top 6 competencies identified as crucial for success as a remote worker are:
- Self-directed: Taking responsibility for your own decisions and effectively organizing your activities based on intrinsic motivation without pressure from others
- Trustworthy: able to be relied on as honest or truthful
- Disciplined: showing a controlled form of behavior or way of working
- Taking initiative: an act or strategy intended to resolve a difficulty or improve a situation; a fresh approach to something
- Adaptable: able to adjust to new conditions
- High Self-efficacy: high belief in your own capabilities to produce quality outcomes
Let’s put some skin around these competencies: while you may be an amazing web developer, writer, project manager, or ________ (you finish the sentence), without the ability to adapt, you may not have what it takes to recalibrate or adjust when faced with continuing changes to due dates and deliverables. Without being self-directed you may not have what it takes to effectively organize multiple contracts to achieve the deliverables identified. If you’re not a person who’s trustworthy, and yes, this sounds generally like a bad thing, you’re really going to struggle to make any progress in your career. This one’s important to understand, so let me take it a step further. Some of us need the accountability of people around us to continue making progress. Sometimes the weather, the surf, depression, excitement… these things can cause us to prioritize other things when we’ve committed to doing something. Trustworthiness is demonstrated by consistently doing what you say you’re going to do. For people who view commitment as restrictive, it doesn’t mean you’re not a trustworthy person, but it does mean that it’s going to be difficult for you to demonstrate it through your actions. Moving on… discipline. Discipline is the long commitment in the same direction, the doing something because it’s the right thing to do, not because you feel like it.
Wrap these competencies up with a healthy self-efficacy regarding your ability to produce a product or service that is of the highest quality…and you may just have what it takes to be successful in a smart working context. (The term ‘smart work’ coined by Abodoo.com is another word used where the focus is on choosing the best place to get the work done; i.e. home, co-working space, office, local, global…)
The story continues…watch out for more blogs as we continue to unpack the findings of the feedback you have provided.
One day a week I dedicate time to researching and developing (R&D) my skills and understanding of the world of remote work. I really love those days. Don’t get me wrong, I love all the other elements of my professional life, but there’s something invigorating and exciting about setting time aside to focus on learning from various sources.
Today, for example:
- I had a virtual meeting from my home office with Ayush Jain from Remote Panda;
- enjoyed a research collaboration conversation with our son in Europe, while sipping coffee at one of my favourite cafes here in Kelowna, Canada;
- continued reading chapters from ‘Work Together Anywhere’ by Lisette Sutherland and ‘Remote Revolution’ by John Elston (I highly recommend both);
- attended a farewell lunch for a colleague at Okanagan School of Business where I’m a business professor;
- set up a November virtual meeting with some of our new faculty;
- researched resources for a winter course I am teaching on Organizational Change and Development;
- and perhaps the most important activity of the day, took time to reflect and journal about what I’m learning from various experiences and people who continue to cross my path as I continue to examine the world of remote work. (I journal with an actual paper journal using a Lamy fountain pen…definitely slows down my thinking and helps me process more effectively)
Even though I love these days, they don’t happen by accident…I have to intentionally schedule them into my week.
So why am I sharing these details of my day? So glad you asked. Technology is wonderful and is essential for just about all the work we do, even more so when the nature of your job calls for technology to connect you with your clients, teams, managers and other key people. However, for me it’s vital that I make sure part of this R&D time is spent unplugged. I need to cut out the ‘noise’ and meditate on the learning to allow time for it to connect with what is important, what’s relevant, and if necessary, file it away for further consideration, or for the ‘interesting but not vital’ file.
As a remote, (or co-located) worker, how are you building intentional time into your schedule to learn, to cultivate your craft, and to ponder the amazing experiences you are having? You’ll never regret it.
“We bring forth our best selves when we are fully activated as human beings, not just as workers.”
The Remote Revolution by John Elston
A tension that should never exist!
Those of you who have been following my blog know that I am a business professor at Okanagan School of Business doing research on remote work. You may also know that I am a coach/consultant who focuses on all things people development, and have a clear passion for those working remotely, or managing remote teams.
From my perspective, the conversation should not be industry vs academia, but rather ‘how can industry learn from academia, and how can academia learn from industry?’ It’s a new face to the age old ‘experience vs education’…each has incredible value on its own, but when the two are combined the outcomes are incredible.
What I find frustrating is that conversations are still happening that pit one against the other. Some say that academia is where invention and innovation happens, while other feel that academia is archaic and that new thinking happens in the ‘real world’ by people actually working in the field.
I came across this article that reported those interviewed “…don’t pay much attention to the publications about fundamental discoveries by universities because they don’t trust them.” Ouch!
Another article representing the flip side states that people don’t trust scientific research when companies are involved because of the propensity for bias. Ouch again!
While I respect the opinion of these perspectives, I tend to believe the best learning lives in the coming together of both sides, each doing their part. I appreciate the sentiment expressed by Martha Crago, VP of Research and Innovation at McGill University.
In addition, like any good partnership, industrial research partnerships need to be based on recognizing the value of the partnership, on trust, and on the ability to meet the other’s needs.
As we move through this project of learning about what makes remote workers great, I am thrilled to be collaborating with both academia and industry. Nathan Sawatzky has been working with me from day one on the research, and Rodrigo Bruno, a student at Okanagan School of Business, has recently joined as a research assistant. Both of these individuals bring immense insight from industry, and as Rodrigo digs into the academic research side of things, he is able to filter it through his own experiences and those he has worked with in remote settings.
Academia and industry collaborating for the purpose of bringing clarity and support to those working in a new era of work. I love it!
Earlier this week, Nathan and I had the privilege of presenting this research project at JAMK’s Global Colloquium in Jyväskylä, Finland. The focus of the event was the challenge faced by higher education regarding how to deliver and support innovative learning solutions in environments characterized by changing technology, economic condition and globalization. It was great to dialogue around this important topic with faculty from France, England, Turkey, South Africa, USA, and of course, Finland.
I believe it is important to keep asking the ‘why’ behind all the research we undertake. When we get our heads around ‘why’, only then can we move forward with more ‘how’ type questions. In a previous blog, ‘Remote Workers-what makes you great’ I touched on the ‘why’ behind this remote research… but what might the ‘how’ questions be? What design thinking type questions will open new doors of possibilities once the research findings have been gathered and analyzed?
As we posed these questions to the colloquium attendees…wonderful ideas began to emerge!
- How might we deliver learning in innovative spaces such as we do with trades and technology?
- How might we help students experience the life of a remote worker?
- How might we prepare our students for the global impact of work?
- How might we design our curriculum in such a way as to prepare for the competencies or ‘soft skills’ needed by our students to be successful in this context?
The exciting thing is that as educators:
- We have direct access to the workers of the future…we owe it to them to provide insights as to what they need to be successful (opportunity)
- We are charged with preparing these young minds (responsibility)
- We have the ability to reframe education in a way that reflects industry (ability), and,
- Our students need to know how they can thrive in an every changing world (compulsion)
In an ever changing world, we may not be able to prepare students for the specifics of the jobs they will do, so perhaps we need to focus more on the nature of how the work will get done. I suggest this kind of rethinking around how we prepare students must be done in collaboration with industry, with the experts, with remote workers and those who fully support remote work. Which circles right back to the research regarding what are the keys to success for remote workers, and in what ways do they need to receive feedback and support.
Next blog…what we’ve learned so far from interviews with remote workers in Kelowna, Vernon, Vancouver and Helsinki.