Communicate to Collaborate for Greater Results

A quick Google search reveals that collaboration is defined as "the action of working with someone to produce or create something"; I contend collaboration is partnering with others to create something greater than can be produced alone. It is the very principle on which the team acronym of "Together, everyone achieves more" was created.

If we define team as "a number of persons associated in some joint action", we illuminate the importance of each team being results-oriented, focusing on achieving the desired outcome from that joint action and bringing complementary skills together in working towards a common vision. The trust, accountability and interdependence of a team depends heavily upon how well the individual members can communicate, meaning each must "impart or interchange knowledge, thoughts, feelings, opinions, information and ideas by speech, writing, gestures or signs" in order for all team members' differing contributions to combine for producing greater results related to achieving their unified mission.

Whether your team is everyone in the same department at work, a volunteer committee for a non-profit organization or the members of your family, there is always a need for optimal communication, and we must put effort into continually improving this skill.

Here are best practices for your team to improve communication:

• Use the right tools at the right times. Research found that only 7% of any message is conveyed through words, 38% through vocal intonation and 55% through non-verbal elements, such as facial expressions, gestures and posture. Therefore, carefully consider the pros and cons of each communication channel before choosing which is the best for sharing what message needs to be conveyed: text, chat, email, phone call, video conference or in-person meeting.

• Speak in the language your audience will best hear. I don't mean choosing between English, Spanish, Japanese, Russian, Italian or Portuguese. Instead, I mean choosing words that appeal to the way your audience prefers to take in information, process it and make decisions based on acquired information. Some people prefer to take in information by using their five senses while others go beyond what is real or concrete and focus on meaning, associations and relationships to take in information that they trust. Some people seek to experience the world, not organize it, while others look at the world with an eye for what decisions need to be made, utilizing a planned approach to meet the deadlines set for decisions to be made in a scheduled way. Some people make decisions based on impersonal, objective logic while others use their personal values to understand the situation, focusing on relationships and harmony. Some people make decisions based off reasoning while others focus decision-making on emotions, responding to their gut more than their brains. When you customize your message for the person to whom you'll be saying it, you better ensure the message is received.

• Avoid overload. The age of the Internet gives us instant access to knowledge and correspondence, making us constantly susceptible to an information avalanche. It's easy for any individual message to get lost amidst the clutter, no matter how important it is. Effective communication shares the right information with the right audience at the right time. Since less is more, keep your message simple, brief and to the point, sharing updates only when appropriate. 

• Help everyone stay away from making assumptions. Whenever there is missing information or we haven't been updated on the status of something, as human-beings, we automatically fill in the blanks. Unfortunately, we often fill those blanks with inaccurate or incomplete information. Focus on eliminating blanks in what you communicate to others, filling them in with what you want others to put in those blanks instead of what they'd assume from their own perceptions.

Are there certain folks with whom you struggle to communicate well? Which tactics from this list could you incorporate in communications with those people for greater effectiveness and to better achieve your desired results?

Use the Thanksgiving Holiday to Boost Productivity

Taking time off to rest, rejuvenate and replenish our reserves can be one of the most productive things to do. Not taking breaks can increase risk for depression, heart disease or premature death, but integrating downtime has been found to boost strategic and creative thinking, making professionals more effective. Still, the thought of carving such time out of an already busy schedule can give folks heart palpitations, and the idea of stepping away from work to celebrate the holidays can be quite overwhelming. Contrary to what it might seem, there are steps you can take today to make celebrating the Thanksgiving holiday more enjoyable and, thereby, more productive.

- Focus on your "must do" tasks for this week. Once you are clear on your priorities, you can dedicate your limited time towards those 3 - 5 most important or urgent activities that absolutely must be completed before taking vacation. Rather than dwelling on what "should" be done, focus on what truly drives you towards achieving your goals. For anything else on your running to-do list, identify where each stands, determine next steps for each and schedule when those next steps will get done upon your return. If you feel compelled to attack every item on your to-do list, ask yourself what might be the worst possible outcome for not getting each item completed; then, determine if that possible outcome is really possible or simply your fear taking over your logic.

- Communicate your intentions clearly. Let clients know which of the tasks being done for them you anticipate completing before the Thanksgiving holiday, and share with your clients related updates on anything that will wait until after the holiday to be addressed. Alert members of your team as to when you will be accessible, if / when you'll be checking emails or voice mails while away and what items of note impact what work they are addressing. Who will you offer clients as a point of contact for any days your office will be open while you're away? What information would be most helpful to include in your out-of-office email reply, like who to contact in which scenarios?

- Schedule time to regroup upon your return. Yes, things will happen while you are away from work; folks might call or email, and you'll need time scheduled for addressing those loose ends. Since there is no "someday" on your calendar and time to catch-up doesn't magically appear, it is imperative to book an appointment with yourself for the day you return. If you can't block out the entire day, at least give yourself that morning to process new emails, return voice mail messages, communicate with your team and generally reassemble your working systems.

Take time now to prepare yourself for really enjoying the Thanksgiving holiday, fully take hold of the time for rejuvenating and use this opportunity to boost your productivity. Meanwhile, THANK YOU for being part of my world, investing your time to read what is written on this blog and providing feedback for how I can better share content that will empower your greater productivity. I am thankful for you and wish you a safe, happy Thanksgiving!

Keep Communications in Your Preparedness Plans

Communicate With Team & Clients

When your business is impacted by an emergency, the normal and expected gets thrown off track; everyone must adapt amidst the new scenario. Team members want to know how they are expected to function, where to report and when they can expect payroll. Clients want to know how to reach you and how they'll obtain your products or services. These elements are crucial for your business to operate with continuity regardless of the circumstances, but no one knows the answers unless you communicate those details to them.

First, since you'll need to notify customers, vendors and employees alike of your operation plans as well as how to interact with you during each step of the recovery process, sustain contact records so they are always up-to-date. You will want to make sure you have the most accurate phone numbers and email addresses to reach each of these partners in any emergency.

Consider the following when creating your business' preparedness plan for any sort of emergency:

1. Your team members need to know how to respond, including when to report to what location for work. Where should employees look for necessary directives? Will these be on a website, sent via email or text, recorded on a voice mail greeting to which they can call in or communicated in an alternative fashion?

2. Different team members fulfill different functions for your company, meaning each employee might need different directives to continue their jobs in an emergency situation. Which team members will need to know what?

3. Every business partners with others to function. What questions will arise from vendors about how business will continue? How can you communicate that information to those partners beforehand as well as reminding them of the details in the emergency itself?

4. There is no business without customers, and your clients will need clarity on certain details. How will you notify them of your operating plans and the ways they can interact with you? If you have to temporarily relocate, will your contact information remain the same? How will this impact your hours of operation? Will there be a break in service or a change to how they make payments?

5. Beyond your existing customers, there are always prospects considering your company's products or services. Is a press release necessary to alert the general public of your plans?

Catch a summary video of these points by clicking here; then, as you contemplate each of the aforementioned details, engage your entire team in the planning process. Each employee will have a different perspective and bring new ideas to the process.

Plan maintenance is key... Things change and evolve; therefore, make sure to review your plans and supplies every 6 months, ensuring all updates are clearly and completely conveyed to all concerned parties. Train each new hire immediately as that person joins your team. Conduct fire and emergency drills regularly for each possible scenario, including regular reviews of how to operate your fire extinguishers. Include regular training for all team members on First Aid, CPR and AED through your Red Cross or local medical facility. Test your smoke alarms monthly, changing the batteries twice a year and replacing every 10 years. Then, when disaster does strike, document how it worked for the future.

Are you prepared with a communication plan for your customers, team members and vendor partners? What's worked well for you, and how do you maintain this plan?

Were You & Your Business Prepared for Recent Winter Weather? Be Prepared For Future Emergencies

 Did last week’s winter weather catch you off guard or were you safe at home with all your supplies before a single flake fell from the sky? When Mother Nature throws us a curveball, there are many different details to be considered; in addition to physical safety, businesses must consider how to get the word out about schedule or service changes and how to fulfill commitments.

Still, it is not just weather-related issues that can be emergencies for you and your company…  An emergency is any situation posing immediate risk to life, health, property or environment, which can include computer crashes or viruses, contagious diseases, earthquakes, fires, floods, hurricanes, ice storms, random power outages, shootings, terror alerts, theft, tornadoes, tsunamis and, even, death.

While the thought of something bad happening might be too difficult to consider, it’s vital to take simple steps to protect yourself, your team and your overall business. Here are steps to get started.

First, make a plan. What types of disasters are possible for your area? If you must evacuate, who makes that decision, what should be the exit plan and who do folks contact to check-in that they’ve made it to safety? What essential equipment must be taken from the premises as you are evacuating? How do you turn off water, gas and electricity at the main switches or valves? Where is your fire extinguisher and how do you operate it? From where can employees obtain important updates, especially when and where to return to work, particularly if there is a back-up location or if team members will be working remotely? How will you facilitate payroll in an emergency situation? Might it be helpful to keep some cash in the office, just in case you can’t get to the bank? Engage your entire team in this planning as each employee will have a different perspective and bring new ideas to the process. Further, it is important to keep these business policies and procedures in writing.

Second, prepare for communication gaps. There are many groups of individuals who will want to know what your company is doing in various circumstances. Where should employees look for necessary directives? Which team members will need to know what? What questions will arise from vendors about how business will continue? How will you notify your customers of operating plans and ways to interact with you? Will you continue to offer customers support via email, phone, online chat, eFax, snail mail or what? How soon will customers’ experiences with your company return to normal, and what should be expected in the interim? Is a press release necessary to alert the public of your business’ plans? An excellent example from this past week is how local florists were impacted by winter weather over the days leading into the Valentine’s Day holiday… If your business depends on certain dates, it may be even more important to alert consumers of your plans related to those dates. How can you utilize your website and marketing materials to communicate your emergency game plan?

Third, ensure you have the right supplies should it be unsafe to go out and you get stuck at work, at home or in your vehicle. While basics like first aid kit, matches in a waterproof container, food / water, flashlight with extra batteries, whistle, dust mask, moist towelettes, garbage bags with plastic ties, wrench, pliers and local maps from http://www.ready.gov/build-a-kit remain very important for us all, your specific needs might go beyond that list. Should you add bug repellant, sunscreen, compression stockings, small sewing kit, safety pins, pocket knife, generator, plastic sheeting / tarp with duct tape to shelter-in-place, heavy-duty work gloves, buckets, gas can with funnel, solar-powered chargers and fire escape ladders for higher stories? Plus, be sure to stock each company vehicle just as you have supplies in offices or at your home, including a flashlight, reflective vest, life hammer, flares, tire repair kit, vehicle battery booster, compass, bottled water and basic tools. 

Fourth, prepare your personal and company’s property to withstand disaster. Taking into account what hazards are likely to hit your property in each type of disaster, like flooding, extreme wind, piles of snow on your roof and electrical blackouts, what can you do to safeguard your essential business equipment? Do you utilize hosted email exchange server, hosted VoIP and cloud storage to backup messages as well as secure vital documents should your physical location be impacted by natural disasters? Further, does your building meet current safety standards to survive what disasters might strike? Should you earth or elevate equipment for its protection? If there is advance notice for any emergency, how early do you take proactive steps to prepare property?

Fifth, keep important paperwork ready for your business, just as you would for your family or yourself. Do you have your insurance policies and related contact options easily accessible? Have you scanned business licenses, permits and property deeds into the cloud so they’ll be available if you must relocate? Is there an easily accessible list of your company’s service contracts with applicable contact information as well as financial account details and their associated contacts’ details? What should be stored in the cloud? What should be stored in fire- and flood-proof safes? Are there needs specific to your industry or your location?

Sixth, keep all contact records up-to-date. While I always recommend utilizing a Customer Relationship Management Tool, in the instance of an emergency, where you are storing the information is not nearly as important as having accurate and up-to-date contact information. You’ll need to notify customers, vendors and employees alike of your plans to continue operating as usual or re-open on a specific date as well as how to communicate / interact with you during every step of the recovery process. If you don’t have their contact preferences, you cannot convey this necessary information, and that may delay getting back to normal.

Maintenance is important! Once you’ve established a solid foundation, be certain to review your plans and supplies at least every 6 months. Train each new hire immediately as he / she joins your team. Conduct fire and emergency drills regularly, scheduling regular reviews of how to operate fire extinguishers, changing smoke alarms’ batteries and conducting regular training for team members on First Aid, CPR and AED. Finally, to support ongoing success, when disaster strikes, document what worked or didn’t for future planning.

On a related note, I am a huge fan of Evernote as a tool for helping me “remember everything”. It’s not just about making notes or keeping information available in the cloud so that it’s easily accessible everywhere; it’s also about finding what I need quickly when I need it. Emergencies are an excellent example of where Evernote is useful. Whenever an emergency strikes, it’s easy to slip into a panic. Well, checklists are helpful in panic-prone situations, and Evernote is an excellent location to store those necessary checklists. Beyond that, though, many details related to your company’s tech tools, products, service contracts and accounts could be easily stored in Evernote.

Take action today… Think about all the possible issues that might face your company. Create a contingency plan so your business operates with continuity regardless of the situation and circumstances that you and your team shall face. Will you be prepared when Mother Nature strikes next or when we are faced with a terror attack? What is your game plan for your business when facing various emergencies?