The Leadership Conversation
“Texts and Twitter and emails have replaced conversation
Statements and replies are so fast and thoughtless, merely instant
People walk side by each silenced with gadgets across the nation
Things designed to bring us closer have made us distant”
from The lost art of conversation by KiraLili
Jacob Morgan writes “Email has gotten out of control to the point where it's used for everything and anything. Today only around one in three emails is essential for work. To give you an analogy, imagine trying to fix every problem in your house with just a screwdriver. Regardless of what the problem is, you have that trusty screwdriver to help you out even though it's clearly not the best-suited tool for most of what you need to get done. The fact that companies use email for everything and anything makes employees miserable.”
So, what is the communication format that does not make employees miserable? Following the above thought process, it is likely not another tool, rather a mix of formats:
· Some messages are best delivered in a specific format.
· Employees react differently to formats and have varying levels of comfort.
· Messages are more likely to stick when delivered multiple times and in more than one format.
And still, considering everything else equal, and needing to decide on one format, which is the best? I will go out on a limb and say: face-to-face one-on-one oral communication, aka a conversation, is the best opportunity to ensure the sender and receiver can get on the same page. The sender can ensure there are no distractions, and the receiver can interpret body language and tone of voice, as well as ask questions.
As a Sales Leader, how do I approach a conversation with a team member? What do I say? What do I avoid?
A former colleague shared a great approach with me a few weeks back: “One little thing I have always done when managing and appreciated when being managed is a quick 2-minute conversation early in the day just to check-in, see how I can help, etc.”
This is my list of best practices for the setting of the leadership conversation:
It is never about you, the leader – Make sure to always focus on the team member. The majority of the conversation needs to be about him or her.
Share – It is not about you, but sharing a personal story, a weakness, a positive experience, or a mistake you made sets the tone. It makes you personable in what otherwise may be a strictly hierarchical setting.
Laugh – Just like sharing a personal story, humor breaks the ice and makes you seem more approachable.
Ask and Listen – Lead the conversation not by way of a monologue, but by asking open-ended questions and actively listening.
Location, Location, Location – Variety is the spice of life: your desk, their desk, meeting room, coffee shop, restaurant, breakroom, lobby, …, there are so many options.
Regular – As in the above example, 2 minutes at the beginning of every day creates a reliable pattern.
Focus – Find the right setting, do not allow any distractions, devote yourself 100% to the conversation.
Keep it confidential – Nothing from this one-on-one should be shared.
Consistency – Keep setting and length similar for all team members.
Be positive – Some conversations are harder than others. Be clear with your feedback, and always end upbeat and positive.
Keep it short – Or better, allow the appropriate time to cover the subjects at hand, and then close out the conversation.
Be grateful – There is room for “Thank You” in every conversation.
Have great conversations!
Let us know if we can help.
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Jacob Morgan – 5 Ways Email Makes Your Employees Miserable
Boris Groysberg, Michael Slind – Leadership Is a Conversation