Training Your StaffAnd YourselfTo Communicate Effectively
Communication. Its a buzzword thats on all the lists: top 10 traits of successful business people; one of the most important skills employees can have; what managers spend 80% of their time doing; what can make or break a business or personal relationship.
Is it on your list, too? Effective communication can help your practice run more efficiently, improve customer service and promote employee retention. Communication skills are the foundation of a successful sales professional. But how much thought have you given to how well you communicate within your office?
Picture this: You breeze into your office after meeting with Mr. Prominent Business Owner, a fat premium check and two new referrals burning a hole in your briefcase. Business is great. Your assistant, a smart young professional, is alert to your every nuance and mood. She looks up, smiles and says, "Good afternoon. How did your meeting go?"
"It was great," you tell her. "Now all we need is for you to be sure Im ready for my meeting with Mr. and Mrs. Prospect." You drop some files on her desk, grab your phone messages and head for your desk, wondering if Bill could join you for golf later this week.
Have you communicated your expectations to your assistant? You told her plain as day to get you ready for your appointment. You put a sticky note on her computer last night after she left to tell her to run the illustrations you want for the Prospect appointment, and you dropped those other files on her desk–a clear message that she is to put them back where they go. Right?
Not exactly. Your assistant heard you say, "Get me ready for my appointment," which she may interpret to mean wait for more specific instructions to be provided. As for the illustrations, the sticky note fell off the computer and was thrown away by the office cleaning crew; your assistant never saw it. The next day, you expect illustrations; shes still waiting for you to tell her what to prepare.
How can you be sure you are communicating everything your staff needs to know? How can your staff be sure they are getting all the necessary client information from you?
If youre one of the lucky agents, your assistant has been with you long enough to read your mind and has probably already set up procedures; you may not even be aware you are following them. However, if youve just recently hired a staff member, or if you spend too much time clarifying and repeating messages to your veteran assistants, you need to do some staff training.
Youre going to have to do some self-training, too. Effective communication is not something that just happens. It can be created by following consistent procedures and providing complete information. Heres how.
Step One: Choose a system. Your office should have one designated method to communicate back and forth with each other. Some agents like to dictate; others prefer to talk face to face. Choose a method that works with your available technology, your preferred style, and your staffs skill level. (If your available technology tops out at legal pads, consider a computer network or voice mail feature for your phone system.)
Electronic systems are suggested for their superior documentation, storage and searching capabilities. Documented instructions, as opposed to verbal delegation, can be double-checked for accuracy. In addition, electronic communication eliminates the inefficient practice of interrupting staff members as they work on one task to delegate another. Be sure to provide deadlines for each delegated task.
Step Two: Develop a procedure. Dont overwork this step; keep it simple. The procedure could be, "All messages will be sent via company e-mail." Any employee looking for a message from you will know to check his or her e-mail. If youre waiting for some information on a client, for example, youll know to check your e-mail.
