As a group, small business owners are known as great talkers. Usually, they have a lot to talk about – namely, the products or services that represent their life's passion as well as their business. Yet this “gift for gab” doesn't necessarily translate into effective communication. In the same way that hearing differs from listening and reading does not guarantee comprehension, mere talk does not always result in useful communication. And whether a small business owner manages 10 employees or 100, he can bank on one certainty: He will be expected to communicate information, clearly and diplomatically, every day.
More than his satisfaction quotient depends on this aptitude; the future of his business may depend on it, too – at least if you believe that a business's growth is tied to employee satisfaction and motivation.
This is why it makes sense for even the most verbose small business owners to hone their innate skills and review:
Well before launch day, small business owners confront many issues that test their communication skills (and their patience). They must set up utilities such as phone, electric and Internet services. They must order office supplies and negotiate delivery schedules. They must ensure that their marketing plan is finessed and their accounting systems are in place. And, of course, they must advertise for, interview and hire the people who will work side-by-side with them as they embark on the new business venture.
All these encounters provide good practice for the types of communication small business owners will be responsible for after launch day. The issues themselves will range from the trivial (“Who left the soda in the freezer that exploded overnight?”) to the hugely significant (“A new competitor has just moved in down the block; here's how we'll respond.”).
The objectives of this internal communication will generally fall into one or more of the following categories:
Even if you've barely cracked open your monthly marketing communication plan, you're probably struck by the variety of tactics your marketing team has developed for you. That's as it should be, especially in a business's early days.
If you're concerned about keeping track of them all, it will be especially good news that internal communications essentially come down to two different methods: written and verbal.
This may sound simple enough, but it's worth considering the possibilities that both methods offer:
Even two communication methods can give you something to think about. In other words, how do you know which method to rely on? It will depend on the situation, but written communication may be more suitable when:
Verbal communication may be the better choice if:
Some small business owners would add a third – and often equally effective – method: nonverbal communication. This is a valid point, particularly because many communication studies show that people assess a verbal message as much for content as for how it is communicated through cues such as tone of voice, eye contact, facial expressions, body language and stance.
If you ask, you're likely to get plenty of constructive feedback about your delivery style. But no employee will be able to fault your communication methods if you hew to certain tenets:
You wouldn't be a small business owner if you weren't eager to put your imprimatur on the topic of organizational communication. Besides, what good is that “gift for gab” if you're not willing to mix things up and create your own communication "cocktail”?
Naturally, you'll want to adopt strategies that complement your personal style and comfort level. Like many business owners, you may feel most comfortable with traditional outreach efforts, especially face-to-face encounters. But as your business grows and you look for ways to keep your employees engaged, productive and motivated, some of these tradition-meets-novelty strategies might serve you well:
You've probably figured out that effective communication takes time. It takes time that you'd rather enjoy as a quiet lunch hour than refereeing a debate between two work teams. It takes time when you'd prefer to head home at the end of the day rather than linger in the hallway to encourage a flagging employee. And it takes time that makes you postpone unplugging for the day and go to sleep rather than respond to another late-night email.
Effective communication takes time and effort, and while your workplace may not be voted one of “the best places to work” by a notable magazine, it still should not suffer some of the most damaging negative consequences of poor communication, which include:
Against this backdrop, innovation doesn't stand a chance – and neither, perhaps, does the business in which you have invested so many hopes. However, with dedication and practice, every small business owner can learn to become an effective workplace communicator. After all, small business owners are more than great talkers; as a group, they're distinguished as can-do over-achievers too. |