5-26-10 Over-Communication

In developing the model for executive skills and traits, it was clear that Communication Skills were going to a critical part of the model (12-30-09 Morphing to a Model and 1-4-10 Let's Talk ). My research certainly confirmed this.

In past postings, I’ve shared some of the responses made by my survey participants. I asked them what one thing they wished that they had known when they became an executive. One participant really nailed some of the communication skills with his comments:

“Over-communicate. Ask more questions that you think you need to -- especially during times of change.”

This really has two separate but related ideas. First, the over-communicate idea. Let’s say you have developed a new strategy for your organization. (And it goes without saying, that you have developed it in conjunction with the people that will actually be implementing it, right?) Anyway, for this one topic, it is critical that you personally tell every member of your organization, which is say, 100 people. Now I understand that you won’t be talking to each of them individually. So, let’s say that you have small groups of 10 people for each meeting.

And you know that studies have shown that the average adult has to hear something at least 7 times before they truly retain and internalize the information. Okay, now do the math. That means you will be telling your new strategy message at least 70 times. And of course, that doesn’t include all the presentations you had to do with your bosses to get the approvals to even proceed, right? Ever thought about communication that way? Most likely not.

We get tired of repeating ourselves -- of hearing the same thing coming out of our mouths over and over. By the time you’ve created the strategy, you have put in your hard work and are ready to move on to something else. But you can’t. You have to tell people, and do it again, and again, and again…… How long? Well, frankly, as long as it takes for it to become part of your organization’s culture.

The other idea in the survey comment is related to listening. Ask more questions than you think you need to. First of all, you have to be really listening to the answer when you ask a question. Too often, I’ve seen that someone will ask me a question and then I can tell that they aren’t really listening to my answer. They think they know what I’m going to say and have moved on to formulate their response. And second, you have to ask yourself does this answer get us to where we need to be? If not, you move on to the next question. One tool for doing this is what we used to call the “7 Whys”. It originated back when we first started quality circles (yeah, I know, the Stone Ages!). And while asking “Why?” seven times might not be the most appropriate question for you to ask in every situation, it can remind you that asking questions is as important as anything else you will do in your executive career.

So, yes, you have to talk, talk, talk -- until you are sick of hearing yourself say something -- then say it again. And you have to tie this closely with active questions and participatory listening

Cheers!