BUSINESS BUILDING
Communication Upheaval
6 TIPS FOR SENDING OUT A STREAMLINED, UNIFORM MESSAGE TO STAFF BY ANNA ZECK
Patrick Donadio has a simple phrase that sums up what he feels is the importance of good communication: “What people aren’t up on, they’re down on.” And that’s just the beginning. That small seed of doubt breeds assumptions and fear begins to take over, which can wreak havoc on your staff and shop culture. That’s only more exacerbated by the rampant anxiety and uncertainty that 2020 has ushered in for many people. “We’re in a less connected environment in that we can’t see each other,” says Donadio, a communications coach and author. “When you can’t manage by walking around, remember the value of keeping people informed. The more people are informed, the more they’ll be connected.” Naturally, that only becomes more complicated when you own multiple locations and can’t be at those locations every day. Donadio outlines six tips for getting the right information and messages across to staff throughout multiple locations.
1. CONSIDER NEW COMMUNICATION VEHICLES.
More than ever, you will need good lines of communication, Donadio says. Provide opportunities to communicate out to employees and for them to communicate back to you by making sure those vehicles are available. “How do you want people to communicate with you—email, text?” Donadio says. “There’s a lot more information you need to communicate. Do a communication channel assessment and determine what you’re using, what’s working, what you can add.” Those technologies to add could be an Intranet site, virtual meetings, an instant messaging system like Slack or Google Chat, or a private Facebook group for all the shops. 14
THE MSO PROJECT | SEPTEMBER 2020
2. GET COMFORTABLE WITH VIRTUAL MEETINGS.
If you already conducted weekly staff or leadership team meetings, keep doing those—virtually, Donadio says. However, note that there’s a few differences when it comes to conducting virtual meetings: A. Send an agenda ahead of time. People need time to think and get ready. Before, you likely had the option to walk around the shop and hear what’s going on, thereby getting ideas. Without that option now, Donadio says, there’s a good chance you’re not as up to date with the concerns of your staff. Ask people to submit agenda items. B. Build in a little bit of time for a checkin at the beginning of meetings, and encourage your managers to do the same.
This is an easy way to take the temperature of staff. C. Communicate guidelines about how employees can best contribute to virtual meetings. This might be a new tool, so staff need ground rules. Communicate how and when they can ask questions, if there’s a moderator, and ask everyone to turn their cameras on. The latter helps build connection and you can better read body language. D. Be mindful of your background and ensure the lighting is OK and there aren’t any notable distractions. E. Pay attention to the camera and talk to the camera. F. Do a quick technical check before the meeting to check audio, lighting and Internet connection. G. Get comfortable with the tools available through virtual meetings, such as sharing your screen or sending polls.
3. MAKE A POINT TO SHARE GOOD NEWS.
Donadio says it’s safe to assume that there’s some anxiety and fear among your team. That’s why it’s critical for leaders to maintain a positive outlook. “Who knows what their fear is— that’s why it’s important to keep them informed,” Donadio says. “We have to remember to keep the morale high.” There are easy ways to do that, including sharing encouraging stories, small wins, or asking everyone to share “30 seconds of good news” at the beginning of weekly meetings.
