In my previous blog, I discussed how trust is a valuable and oft times rare commodity that doesn’t happen by accident. Rather, it is the result of intentional and focused effort, and a willingness to dedicate time to create such relationships. I also listed 5 challenges faced by remote workers as identified by Jeff Robbins, the first of which was the lack of non-verbal communication. This, I would suggest, can be a barrier to building trusting relationships with clients, and managers.
As I speak with both remote workers and their managers, a common piece of advise offered is, whenever possible, build in face to face time before the hire, during the process, and on an on-going basis after the contract has been signed. Yes, this adds to the financial cost of doing business, but it is money well spent in order to build a solid foundation of trust.
We are aware of the importance of non-verbal communication. Peter F. Drucker has been quoted as saying
“The most important thing in communication is hearing what isn’t said.”
‘The importance of non-verbal communication‘, a blog created by ethos3 provides excellent insight, and tips, on how to increase your non-verbal communication when speaking in public…presenting, negotiating, leading meetings, in fact anytime you are face to face and wanting to clearly communicate both a message and build trust with your listeners.
Let’s put this into the remote context. If this can be accomplished when we are face to face with others, how can we replicate it if the situation does not allow for such interactions? (The academic in me feels the need to provide you with further research into this.)
While there may not yet be a substitute for pure face to face, the addition of a Skype, FaceTime, or video conference call can increase the likelihood of connecting on such a level, providing a starting point on which to build a trust relationship. (Good site for virtual meeting tools)
When in the recruiting and selection process, the difference in a person from what I have imagined through cover letters, resumes, or even phone conversations, to when we actually meet face to face in an interview never ceases to amaze me. Not only does a face to face interaction remove the screen that can hide the tell tale signs of exaggeration, or dare I say, out right lies, but it can provide a lovely opportunity that opens the door to connect on a level that lets me see the gem shrouded on the pages of documents submitted. It would be a mistake to think that because you’ve had this f2f connection, you’ve covered all the bases…three months down the road you may again see an even different person! However, this is a great first step that is crucial for subsequent interactions that will result in a successful, right-fit hire.
A commitment to building trust through face to face doesn’t end once a connection has been made…it needs to be fostered in order to realize continued growth and development. In a conversation with Clint Schnee (founder & designer UXperts), he shared from his remote worker management and support experiences. His advise? “Following initial on-boarding face to face interactions, the maximum amount of time to wait between such times is 6 months.” This applies no matter where the employee is located around the world. He went on to say that “any longer than that and you will see the attrition and turnover rate greatly increase”.
While challenging, I do love the fact that as humans we still thrive when in face to face community with others, making those trusting connections…a practice worth striving for and fostering.
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 met a lady at a coffee shop recently while working on a presentation for Finland. She shared that her 3 kids work in different industries (business, urban planning, and medical support), all of them work remotely in varying degrees: two have office space that they use… sometimes, and the other has a home office and also uses coffee shops when appropriate. The lady herself had a season of working from home, but openly admitted that the discipline to stay focused and not jump into house keeping tasks became a loosing battle, so she moved back into the formal office setting.
This ‘moving back to the office’ is not about failure or defeat, it’s more about knowing yourself, the environments in which you thrive, and your limits.
Over the past few weeks I have been considering what I like about remote work, and what elements I’m not crazy about. I’ve also been chatting to others, researching, and brainstorming with peers to learn about their experiences. The short and sweet of it? Remote workers like the ability to be flexible and have a choice about how, when, and where the work gets done. As well, the idea of intentionality regarding work results in great productivity, and calls for much creativity in overcoming possible barriers.
The flip side? Things like poor communication, inadequate technology, and undependable Internet access can create great frustration for both workers, and employers. This in addition to the on-going struggle to balance work and personal space (thus the need for good self-discipline!). One final aspect that many individuals working remotely battle with is a sense of isolation and lonelyness.
Like any work situation, you take the good with the not so good…the question lies in whether or not you can overcome, or accept, the aspects that are less than ideal. For me, and for most remote workers that I have engaged with, the pros are great enough that the commitment to finding a way to make remote work, work…is worth the effort.
The number of people working remotely (in varying formats) is growing; next blog join me as we take a closer look at how both the workers and the employers are creating some really successful outcomes.
In the meantime, check out this interview conducted with a remote worker regarding his experiences. And yes, it does beg the question… “What are the key differences between remote working and nomadic working?” Nathan describes the first as being in a position of having an office (whether a home, shared, or separate office space) and the second being in a state of having no constant. What are the advantages, draw backs, and risks of each? A question to be answered by a nomadic worker?
I spent one week this summer facilitating workshops that focused on learner centered instruction. The audience was a group of 22 professors visiting from China who wanted to learn more about what the post secondary classroom looks like in Canada…specifically the learner centered approach. This was an amazing opportunity for which I am so grateful, and hope to do again!
I’ve done a great deal of curriculum designing. As I go through the process, I am always conscious of the fact that the audience represents a variety of knowledge levels and therefore the need to include some form of prior learning assessment is vital. However, the preparation and delivery of this material to our Chinese visitors required that I take all my concepts and explain them in ways that would translate across language. No buzz words, no acronyms, no idioms, and no making assumptions about their frame of reference.
Unfortunately, the reality of this didn’t fully hit until I was in the midst of presenting and realized that the confused looks were not only caused by a language barrier, but also by conceptual differences in how we approach education. For example, discussing the challenges of having young learners (18-22 yrs) and mature learners in the same class made no sense to them…they would never have the ages mixed to start with! I also learned that it was fully acceptable to put your head down and have a nap if you were tired…nothing personal!
I was so thankful that one of the professors was quite fluent in English, so together we navigated the murky waters using all of our senses, including a lot of laughter, to catch a glimpse of what learner centredness is all about. In fact, the whole process became a living example of how we, as facilitators of learning, must focus on the needs of the learner if we are to develop individuals who can think critically, work collaboratively, communicate effectively, and be the creative innovators our institutions and organizations need.
As I reflected on this amazing opportunity my mind wandered down the path of ‘so what?’…so what did this experience teach me that was new, and what actions/attitudes did it reinforce in my own practice? As I probed, here are some of the ponders that emerged…
- Do I sometimes use terminology that is commonplace for me, but far from common to my learners? (This reminded me of words we used growing up in Ireland that weren’t so acceptable to my grade 7 teacher in Canada…think ‘donkey’!)
- Does what I think my learners need to learn match what they want/need to learn for their situation? (Granted, some skills are non-negotiatble & need to be taught.)
- Do I take enough time to gain a clear enough understanding of their context/culture? (A simple thing like properly receiving a business card can build or break a relationship.)
- Am I presenting the material in such a way that they are active participants in their own learning? (…and is the activity appropriate for the learner and desired outcomes?)
- Am I as focused on encouraging self-directed learning, as I am on simply delivering content? (Do we simply give them a fish, or actually teach them how to fish?)
These questions apply whether I am teaching my business students, or facilitating training and development for a group of business professionals.
What are some of your ponderings around this topic?
Right now I am designing a series of workshops that will be presented to a group of 23 professors visiting from China. The purpose of their visit is to learn how we ‘do things’ in the Canadian post-secondary classroom…how is our approach different from theirs. Great question! I think the answer to this goes beyond the ‘how’ to the ‘why’; I know that my focus is to be as learner-centred as possible, but why is that important? Let me share a bit of my teaching philosophy.
I believe that teaching has not happened until learning has taken place. That being said, learning is primarily the responsibility of the student; however, as a facilitator, my role is to present material in a manner that is in line with the needs of the learner, doing all within my capacity to remove barriers to learning. In other words, my aim is to be learner centred in the approach I take. In doing so, I need to transition my approach from that of pedagogy to andragogy, being careful to provide support for the students as they move from recipients of knowledge, to participants of and contributors to new learning.
Growing in my own ability to do this effectively has become a driving force in my own learning journey. My mission is to embrace various learning styles, engage student curiosity and invite them to explore new information. The new learning needs to be applied, and if appropriate, it should re-frame their existing knowledge.
As a teacher I must also be a continuous learner. I need to know my material in such a manner that enables me to help the students understand; I need to be comfortable and well informed in the subject matter in order to encourage inquiring minds that may challenge new concepts and theories. I need to be open to learn from my students, recognizing the wisdom that comes from their own life experiences. To do this I need to be committed to listening well.
Learning happens best when students feel safe, accepted, and enjoy the environment in which they are learning. I believe that the classroom should be a place where humour is welcomed, new ideas embraced, questions encouraged, various teaching techniques utilized, and where a passion for learning is cultivated.
It is important for me as a teacher to get to know my students, and for them to know that my primary goal is their success.
In my last blog I finished with… “With my current class, it will start with a one on one conversation…” In those conversations I wanted to learn what success looked like for each student, but what I came away with was so much more. Once again I am humbled by the life experiences these individuals bring to the learning environment; yes, I have much to teach them, but so much more to learn from them.
Learner autonomy, taking responsibility for their own learning success, looks different for each person. For some it’s a high grade, for others it’s a sense of accomplishment, for others it’s content mastery, and for others it’s the first step toward a better future…and I get to be part of their learning journey!
I really love teaching! Not just being in the classroom, but also preparing for the class. I love thinking and working through creative ways to present concepts; I can totally get lost in developing activities that will engage every part of the learner’s brains and pull on past experiences to give context to new learning. It’s one of the few things that will make me forget about having lunch…until I discover that putting two thoughts together is becoming a bit of a challenge!
Take today for example…I have spent the better part of the day at my computer designing a power point presentation on The Anatomy of a Lesson Plan. But that’s not where the creation ended…I then imported it to Explain Everything, recorded a voice over, and am now ready to upload it to Moodle for use in an on-line course for instructors. It’s not perfect, but I’m pretty proud of my first attempt using a new application!
I haven’t always been this excited about learning new things…especially during my elementary years in Ireland, and then on to junior and high in Canada. Going to school was something that I had to do, and any learning was an unexpected by-product of being there…except for music classes, those I loved, and really didn’t think much about learning, I simply enjoyed the music! But then there was history and geography…neither a favourite. Memorizing dates and places was beyond me, and grasping why I needed to know anything about anything that happened hundreds of years ago seemed like a royal waste of my time. Fast forward many years; walking the cobbled streets of Ancient Greece and Turkey suddenly gave the relevance I needed to study both geography and history!
Now the tables are turned and I am most concerned about the success of my learners. What can I do to help them engage in a way that invites excitement about learning…how does external motivation get transformed into intrinsic motivation? I have a couple of ideas formulating in my brain as a result of reflecting on my own learning journey.
A few words come to mind: purpose, relevancy, ownership, autonomy.
I know that most learners have a difficult time engaging if they don’t see the relevancy in the material content, which makes them question the purpose of extending their mental
energies. As a facilitator I need to make sure that content is linked to desired outcomes, and delivered in a learner-centred way. I also believe that part of facilitating learning is to help move my students from a consumer mentality to an ownership mentality.
We identify adult learners as those being 18 years and over, but how do we help transition young people from a pedagogical model into the world of androgogical learning autonomy? With my current class, it will start with a one on one conversation…
More about this next time…then we’ll talk about autonomy in the workplace!
Image Posted on
I saw a basketball camp poster a couple of weeks ago that really got my attention…so much so that I went back yesterday and took a picture of it!
Can you read the caption?
“The two most important days of your life are the day you were born and the day you find out why.”
Think about the impact of this statement; your parent’s life was changed the day you loudly announced your arrival into their world, and your own life was (hopefully) changed the day you found out why your presence in this world has such incredible value!
I always seem to keep coming back to ‘why?’ Such a simple word, but the mysteries it uncovers are endless.
So, once again, what does this have to do with training and development? Everything! In fact, answering your ‘why’, leads to a greater sense of autonomy, and that leads to intentionality in training and development.
I think I’m getting ahead of myself. Let’s start with a conversation I had with my son around the area of autonomy. Our eldest grand daughter is 10, and she is demonstrating a beautiful aptitude for art; in fact she can get lost in her creations. When a piece is completed she shows it off with great pride and satisfaction. Faith’s life is inevitably going to be in the world of arts, so how can we help with her development and success? By helping her develop autonomy. At this young age she can already describe what she would like to do (granted, this will be fine-tuned over time), so why not work backwards from that end goal? What patterns of behavior, what activities, what mentors, what books, what travel…can Faith be exposed to that will grow and develop this innate talent that is emerging? What questions can we ask her to help her make decisions that will bring her closer to her goals? Can she already be taught that the decisions she makes at various stages of her life regarding activities, studies, healthy living, friendships, values, and so on, will give her a greater sense of mastery and control over what she can achieve? I believe so.
You see, as individuals, self directed training and development is something that each of us needs to take responsibility for, and then act upon. This same process can be applied in the workplace, and in the classroom…more about that in the next blog.
However, for now, you probably don’t remember much about that first ‘most important day’, but perhaps you can reflect on the second most important day of your life…why you were born. What is it that you can do to take responsibility to develop that amazing creation that is you into the person you were put on earth to be?
Hmmm, lots to probe and ponder around that!