Why communication is failing and what leaders can about it

“I sent my manager an e mail but she won’t answer them.”
“We can’t send an e mail and not copy everyone- we have to cover or bases”.
“We have meetings about our meetings!”
“Well, communication is part of the name of our company but we are still horrible communicators.”
“Nobody knows what is going on around here.”
“I am just overwhelmed.”
“We are all addicted to our Blackberries- we can’t have a one hour meeting without people looking at them.”
“No one talks to people anymore.”
“I sent an email- of course they all understand this issue.” 

Every month, these are the comments I hear as I speak and train in companies around the country. Why are we all struggling so much to effectively communicate?

In theory we should have better communication- it ironic we now have the best technology in history we have ever had for communication. We have meetings, e mail, e-fax, voice mail, office phones, smart phones, social media, conference calls, archived conference calls, video conference calls, internet radio, Skype, and delivery services that can get a packet of information any where in the world overnight. Yet still we are all frustrated with ineffective time consuming communication problems. Since we are all running so lean we need to be more efficient right?

So what the heck is going on here? What is the real issue? Why have we lost touch when we have more tools then ever to stay in touch? From a business standpoint I think we each need to take a stand and reconnect with our peers, our team and our organization. I am herby appointing you the new CCO. Yep- you are the new Chief Communications Officer- and you are going to whip communication into shape in your organization. Here are steps you should take in the first 30 days in your role:

1. Communication Strategy- Communication right now in organizations is the wild west, rough and tumble, do whatever needs to be done. This leads to underuse overuse and abuse of communication tools. Here is the idea; gather a cross functional team and decide on some rules of engagement on how communication tools will be used. I recently had a client tell me they were on a conference call for four hours. A four hour conference call is a ridiculous waste of time. How can people be attentive for that long on the phone with no breaks? So have the group agree on behavioral standards for email, phone, conference calls, meetings etc.  Let’s say for example everyone had to be specific as possible providing detail on the email subject line each time they sent an email, or after three email reply and responses you had to pick up the phone and call them. (You want us to talk?)  Putting standards in place for communication can massively improve the effectiveness of communication, and save money in gained productivity.

2. Stop using email as a default communication tool- The classic response when I broach this topic is “I have to send an e mail- to document legally and to cover my back side.” My response: “on everything? Really? What happened to trust?”
There is no doubt that email serves a purpose and can be expedient and useful. The problem is it is often a replacement for an important group meeting, a one on one conversation in person or by phone. The problem is email is one way- where discussion is two way. One company told me their CEO set up a new rule- they have an email moratorium on Fridays- no email on Friday. They told me it has dramatically improved their communication. On Friday’s they actually have to talk to one another. So what the CEO was doing brilliantly was smashing the default tool for one day.

3. Have team meetings again- Many people tell me they used to have team meetings but stopped having them for a host of reasons. Meetings have a huge impact on team morale, dynamic and connection. A well organized structured team meeting with an agenda and a time line can save hours of time and dramatically enhance communication. Just like the old days. 

4. Stop allowing distractions- The open door policy in the world of cubes and open floor plans has run amuck. This means that people can drop by any time, interrupt at any time which leads to distraction and that distraction interferes with effective communication. Have guidelines as to how and when can someone barge into your work space and give people permission to delay or defer that person if they are in the middle of something. People tell me they have to speak to someone who comes into their workspace and they are “not allowed” to tell them they are in the middle of something. Huh?

Secondly make it a rule that when people are talking face to face they are not allowed to check their blackberry or e mail during that time. It is rude and shuts down effective communication. One client of mine insists that during a training program team members put their smart phones in bags with their names on them. They are only allowed to look at them on breaks. Brilliant.

So as CCO you have your marching orders. Pop me an email and let me know how it is going. On the other hand- just call me.

Shawn Doyle is the President of New Light Learning and Development Inc. (www.newlightlearning.com) a company specializing in leadership development and sales effectiveness. His new book on leadership will be published next month.
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