You don’t get too far along in the discussion of trust-building before hitting on the importance of communication: verbal, non-verbal, written… and the channels used to convey the desired message. A message delivered effectively can provide the platform on which trust continues to be developed; however, a message miscommunication can create barriers, misunderstanding, and even offense that could lead to the shredding of progress made along the road to trusting relationships.
Kavi Guppta, a self-declared digital nomad, in a recent webcast “How to survive work in the 21st Century”, spoke about his ‘Holy Trinity Model’…skills you need to master no matter the job. Communication makes the top three:
– Organization: time management, billing, get jobs…
(How organized are you?)
– Process: how you do the work (music, selling shoes, cooking…)
(How well do you implement an idea?)
– Communication skills: how to talk to all involved in your work…all stakeholders.
(How well do you communicate that idea?)
Jeff Robbins – PIAF: Management Distributed (Yonder), speaking in the same webinar addressed the communication challenges faced by distributed teams and remote workers. They are:
– Very little nonverbal communication
– All communication needs to be intentional
– Most communication is archived (forget the delete button!)
– Very asynchronous
– Communication can by syndicated
The above list could be expanded on (and I intend to in future posts), however, the bottom line is that good communication takes skill and intentionality, AND it matters!
Remember back when reading and writing were the cornerstones of education? A time when the very act of writing was something of an art form? While I concede that artful handwriting may not be as important as it once was, the ability to create word pictures that enable your readers to truly get what you’re saying without the use of emoticons has never been more important to the business person than it is today.
For remote workers, much of their communication is indeed in written form: introductions, proposals, contract negotiations, documentation for all sorts of agreements… the list goes on. Needless to say, when creating a written message attention needs to be given to what you are saying, how you are saying it, how it will be received, and the all important emotional intent of the communication.
One final note… communicating with individuals is different than communicating with a team as a whole…fortunately there are great tools to help with that (yes, yet another post 📝).
I have become more than simply curious about all that it means to work remotely. In fact, it has become one of those topics that seem to be ‘popping up’ in various conversation these days. I know it is not a totally new concept, but I do believe it is going to continue to impact the way we design work across all industries. In a recent conversation with my son, he described how his attention is being drawn to how we design customer experiences (check him out at http://nathansawatzky.com). To me, this is the flip side of the same coin; are we considering how we design work in light of how we design the customer’s experience? It is also interesting to note that Nathan works remotely from various countries around the world.
I don’t want to get ahead of myself here. Suffice to say, my focus for the next few months will be on investigating how different organizations – large and small, local and global – creatively design jobs that intentionally build in opportunities for employees to work remotely…and considering how this then informs the customer experience.Here is an interesting article published by the New York Times on the topic…Out of the Office: More People are Working Remotely, Survey Finds.
Over the course of the summer I will be traveling and look forward to doing some work remotely, AND connecting with others who also have the opportunity to enjoy such freedom.
Any book recommendations, research, organizational examples are greatly appreciated! I’m starting off by reading Remote: Office Not Required by Fried and Hansson. Hope you join me for this wide open (by design) journey.