What Good Communication Looks Like

I have written several short articles recently about the need for especially good communication – always, and certainly now and going forward with so many working remotely and under considerable stress.

What does good communication look like? That is a question each of us needs to discern – and to be honest with ourselves. What good communication looks like to us may not be considered good or good enough by our colleagues.

Remember, our colleagues are our internal clients. We’d be wise to discuss this with our team members and other senior leaders.

In my articles, I mentioned how important it is now to have regular one-on-one conversations, even if brief, to check in with our colleagues, ask how they and their families are doing, and we must lead with humility and empathy.

I received a good bit of appreciative feedback. Several CEOs said that in fact they have been calling via phone, FaceTime, or Zoom their people more than ever, simply to ask how things are going and to let them know they are appreciated.

Another executive said he is having frequent small group calls, as he feels people are not comfortable with one-on-one conversations. I definitely do not agree. If we lead with empathy and a welcoming tone of voice and are genuine, letting a person know we care about them and their wellbeing, it will be well-received, even if it’s a short call. A short conversation is better than no conversation.

I suspect it is the executive himself who is not comfortable with a one-on-one conversation, which could stem from insecurity.

Another person in a high-level position said he knows he is not a good communicator. He seems to accept that it is just the way it is.

No, as a leader he does not get a pass! He lacks the critical understanding that in his position, he must work to be better and become a good communicator. The vitality of his leadership depends upon his ability to communicate well.

Messages from two great books come to mind.

• Susan Scott, author of Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time, says that conversations are the work of a leader.
• Al Ritter, author of The 100/0 Principle: The Secret of Great Relationships, says he learned that one-on-one conversations are how we develop relationships.

We hear a lot these days about over-communicating, and I agree, and also wish to emphasize the great value of regular one-on-one conversations. They are a gift to our people, more so now more than ever.