PPB September 2021

someone, do it quickly and in private. Don’t let things fester or linger. Also, make sure you have a full grasp of the situation prior to sounding off. The ready, shoot, aim approach is least effective. When you need to deliver unwelcome news to a client, realize they need solutions, so go in armed with a couple of viable suggestions. Listen (really listen) to their response, hear what they are saying and let them know you hear them and understand. Feedback Feedback is synonymous with accountability. It is easy to point fingers at others but taking a different approach may serve you better. I’ve found that, in most situations, looking inward first, asking myself questions about how I could have managed that differently, smooths over many issues and I eventually work out the issue. I always ask: What could have I done differently? How could I have altered my approach or my questioning? Was I thorough? Did I assume anything? Was I clear? Most times the fault lies with me. Correct the problem, then go back to the person, own the situation and learn and move forward. As author Ken Blanchard said, “Feedback is the breakfast of champions.” Manage Your Emotions To make the most of a bad situation, take the emotion out of the equation. Develop a filter and do not take it personally. I realize that is easy to say, but when communication is emotionally charged, the outcome is rarely favorable. A former CEO I once worked with said his grandmother told him to count to four after someone speaks before responding. One, you’ll realize they are finished with their thoughts and two, you can digest what they said before your answer. This is one of the most difficult things for people to master. However, when you are aware of it, you can accomplish anything. Choose The Correct Platform When you need to say something to someone, take a moment to think about the best method to communicate your message. In this fast-moving world of ours, I believe we rely on email and the various social channels too much. Some people are eloquent writers, but others are not, and too often the message can be misconstrued using these channels. Too often, things become misinterpreted or taken out of context, and the communication link becomes broken. Decide on the best channel; maybe picking up the phone or a face-to-face interaction is much more appropriate. Practices That Positively Impact The Communications Process Open- mindedness Be open to all possibilities, hold yourself accountable, and be willing to take positive feedback and turn that into a real learning lesson. Confidence If you come at communication for the purpose of getting things done quickly and efficiently, remarkable things can happen. On the other hand, insipid, lackadaisical behavior does not foster effective communication. Friendliness Smile. Even on the phone, people can tell if you are smiling—it just comes through In this fast- movingworld of ours, I believe we rely on email and the various social channels toomuch. 54 | SEPTEMBER 2021 | GROW