Communication etiquette
Good communication is an essential skill for any manager and a fundamental requirement for successful business.
It is therefore surprising how many people forget the basics - know your subject, know your audience, make sure the message is effectively transmitted, and receive and act on the reply.
Media
There are an ever increasing number of communication methods available. Each has particular advantages and disadvantages, and should be used appropriately. A letter has more impact than an email. Face-to-face meetings will cement business relationships, but are expensive and time consuming. Email is rapidly becoming the curse of the office, but is an invaluable tool. In decreasing order of perceived impact (and effort) the principal communications channels are face-to-face meeting, letter, fax, memo, phone call and email.
Basic principles - know your subject
Before trying to communicate, make sure that you know exactly what it is you want to say. Prepare your message – produce a draft letter, or key points to include in a phone call. Do not try to hide inconsistencies - omit them completely or obtain advice. If asked a question that you can’t answer, then say so, but find out the answer directly and follow up with your reply.
Know your audience
What does the recipient of your message want to hear? If they already know a lot about the subject then don’t bore them with a detailed history. Are they technically qualified to deal with the information you are giving them? Is a single-sided communication (letter, email, fax) suitable, or do they need the opportunity to ask questions or have more difficult points explained in person (meeting, phone call)?
Make sure the message is transmitted effectively
Whatever the key point of the communication, make sure that it isn’t lost in irrelevant material or social chit chat. Yes, it is important to take an interest in people and this will strengthen management positions and business relationships, but keep social and business material separate. Don’t try to communicate too much information. Limit yourself to two or three key points, and if the message contains more then break them down into numbered paragraphs or bullet points.
Provide background material where necessary to emphasise a point. Make sure that the communication medium does not distract from the message. Use graphics where appropriate, but not to such an extent they are a distraction. Use a spellchecker and if necessary a grammar check as well. There is nothing more distracting than text which is poorly constructed or full of mistakes. If necessary, follow up with a phone call to make sure that your message has been received and correctly interpreted.
Receive and act on the reply
Communication is a two-way process, so invite a response and be prepared to act on it. A good phrase for signing off a letter, which may be adapted for the particular circumstances, is: ‘Please do not hesitate to contact me/Mr Jones/the undersigned directly if you have any questions regarding this problem or would like further information about the project.’
Written communications
Written communications provide a permanent record. They can be used to very good effect, as they will sit in an in-tray until acted upon and filed. Take care, however, that letters and faxes are not treated as junk mail and filed directly in the bin. Also, as the message is permanent, make sure that you are not saying anything that may be used against you later!
Letters
Letters carry the most weight of any written communication. Most people still enjoy receiving them, and this can be used to your advantage. Letters should be kept short, two pages at most. Provide additional material as enclosures. Use the correct form of greeting: ‘Dear Sir/Madam...Yours faithfully’, or ‘Dear Mr/Mrs/Ms Smith...Yours sincerely’.
For less formal letters, consider ‘Dear John...Best regards/Kind regards’ or simply ‘Regards’. Add your name, qualifications and position under your signature. Also provide details of enclosures, filing and circulation.
Faxes
Faxes used to be indispensable, but are now often superseded by email. They provide an almost instant form of communication, but without the weight of a letter and they can still be used to good advantage. Faxes usually carry the company logo, are delivered to your desk and often break into the flow of work, demanding immediate attention. Often more chatty then letters they do not necessarily require a greeting, but start immediately with the body of the message. Consider writing the recipient’s name at the top of the message and adding the final sign-off by hand.
Think twice before sending emails. Many people are swamped by messages and dread coming back to work after holidays as they know the ‘inbox’ will be overflowing. Also, think twice about why you are sending the message. If it is an angry flame to an ignorant colleague then draft the message on pen and paper first. If you still want to send the message, then write the email, but you will be more objective (or even constructive) in your reply.
Would a phone call or face-to-face conversation be more appropriate? We all know managers who hide behind emails rather than coming to discuss issues directly – often because conversation is a two-way process, whereas email does not have to be. Emails are generally informal and are a good way of communicating information once you know the person with whom you are corresponding. So, avoid sending emails to someone you have never met or spoken to, unless they have specifically asked for this method of communication.
‘Yours sincerely’ is not really appropriate - many emails finish with a simple ‘Thank you’ or ‘Regards’. Again, keep the message short - two or three key points. Read, and reread it before you send it, and if possible set up your email system so that messages are not transmitted instantly. Set ‘Return Receipt’ flags on important messages, and file a copy where you and your colleagues can access it.
Oral communication
‘It’s good to talk’. Often much more can be achieved by talking on the phone or face to face than is possible through a series of written communications.
Meetings
Meetings are the ultimate method of communicating, but can be the ultimate waste of time. They are expensive, but allow two-way communications, with the opportunity to explore difficult subjects and clarify inconsistencies and misunderstandings. Meetings also cement relationships so that follow-up communications are more informal and productive. It is almost a prerequisite that new projects and customers will be developed through one or more initial meetings. Teams can almost be cultivated through regular meetings – provided they are not regarded as a waste of time or a distraction from the task at hand. If you call a meeting, make sure that you have a clear agenda which has been communicated in good time to all those who will be attending.
Ensure that everyone who needs to be at the meeting has been invited. Chair the meeting effectively, so that everyone has the chance to express their views and is clear on what has been said. Take minutes or, even better, use a secretary or junior member of staff to minute the meeting. Ensure that these minutes are produced and circulated promptly. As a manager, take time to talk to your staff and colleagues about topics other than work. Take an interest in their interests, but make sure that your interest is genuine. There are few things worse than a manager who always asks whether your children, now 18 and 15, have started school yet…
Telephone calls
Plan the call before you make it. Have a list of points you want to raise and keep notes of what is said. Write up the conversation immediately afterwards and file your notes. Consider following up the call with an email or fax confirming what you understand to have been said. Sit up or stand to make the call, especially if you need to be assertive. It is well recognised that our physical position has an impact on the way we use the telephone. If appropriate, take the time for non work-related conversation, but ensure that the social and business discussions are kept separate.
First published on the IET’s Management website as ‘Management Keys’, which aim to provide an explanation of the key points within various topics, enabling you to compile a record of relevant training material and valuable reference documents.
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From the IET