Somewhere back in time it became socially acceptable to be in the presence of another and stare at a smartphone to see what others are doing instead of holding a conversation with the person sitting inches away from us. Somewhere back in time it became acceptable to repeatedly pick up a phone and check for emails and texts in the middle of a meeting. Some of our customers expect us to keep our smartphones at our side, no matter where we are, awaiting their message. In many office environments, people email and message each other even though the person they are communicating with is on the other side of their wall. And it’s only going to get more common with new wearable technology like Google glass and watches that are digitally tethered to cell phones.
You have two choices – you can complain about it or you can embrace where technology is taking us and learn how to manage the way that you and your team us it. Consider the following ideas to maintain human-to-human communication in your working environment:
1. I think most of us will agree there is a disturbing trend downward in communication style. It’s not just Gen Y and the others soon to follow – it is happening to many of us. Think about it – before texting became widely used, we had three options for communicating with others – in person, on the telephone and by email. (Does anyone hand write letters anymore and send them through the U.S. mail except for greeting and thank you cards?) With the popularization of email, we were all encouraged to maintain proper grammatical guidelines (AP Style). But over time, it became acceptable to get a little sloppy and let grammar slide.
If you wish to maintain a brand and culture of professionalism, make it a requirement for everyone to consistently employ correct grammar and spelling in their digital communication.
2. Limit the use of inter-company emails by instilling a culture where people actually get out of their chairs and have face-to-face communication whenever possible. This will need to start with you, the leader. When you walk into someone’s office, they will have no choice but to acknowledge and greet you. It’s that simple. That face-to-face communication builds rapport and trust – something digital communications simply cannot do, even with those annoying emoticons. When face-to-face is not possible, the default communications tool should be the phone. Reserve email for communicating critical information to large groups of people such as project requirements, deadlines, specs, etc. but only after it is communicated in person or by voice. Use it as a confirmation of details tool.
3. Get people out of the office and into the field talking to with customers and prospects. Have appropriate people attend industry trade shows and networking events. Give presentations and proposals in person, not through GoTo Meeting if the customer is within reasonable driving range. Effective relationships cannot be built through video conferencing! The best way to build chemistry, trust and respect is through physical presence, shaking hands and body language communication. We’re social beings – not software.
What this all boils down to is building a culture of human-to-human interaction and setting parameters around the use of digital communication. Further, essential communication skills like Active Listening and resolving conflicts are much more effective when done face-to-face. Yet some people spend hours crafting and analyzing emails instead of just talking to the person to work through differences. Been there? Of course you have, and if you want it to change, it will need to start with you.