How to Manage Business & Personal Communication
Business and personal communication is managed through a combination of technology and personality. Tools make it possible to communicate rapidly, but listening to what is said is essential in making the communication meaningful and successful. Set parameters for answering phones and sending emails to have room for strategic thinking and planning. Use tools and interpersonal strategies to manage strategically and avoid reacting to immediate requests.
Other People Are Reading
Things You'll Need
- Calendar
- Email and email folders
- Online access
- Written policy for clients (optional)
Instructions
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Business Communication
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Prioritize answering email. Prioritize phone calls, texts, emails and other online activities. Rank each one daily or weekly in terms of importance: mark projects close to producing income as priority in terms of calls returned or emails sent. Send messages via social media in two or three 10-minute to 15-minute slots during the work day.
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Form a communication policy and then tell clients that all phone calls, text messages, and emails related to a project will generally be returned within a specific time frame, such as within two to three hours. Notify clients by voicemail or an email "out-of-office" prompt if out-of-town meetings or all-day trainings will prevent calls and emails from being returned immediately. Ask clients if there is a preference for text messages versus emails.
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Create email folders for each client and administrative use to ease the overall inbox load. Move emails to the respective folders prior to reading. Create a similar folder system on a computer desktop to download documents containing action steps, images, or other pertinent information. Check emails at three scheduled intervals throughout a work day, such as when the office opens, an hour before lunch, and around two hours prior to closing. Scan subject lines to determine which emails are "mission critical" for the day.
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Get outside to step away from communication overload. Allow a quiet time during lunch and spend at least 20 minutes to 30 minutes not returning calls. Take a lunchtime walk or early afternoon walk break without a cell phone, if possible.
Personal Communication
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Schedule times to check in with a spouse or children during the weekday. Use social media as a way to stay in touch during business days or business trips.
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Identify "triggers" when speaking with business colleagues or family members to understand the responses that occur. "Think of when, where, with whom and over what issues the difficulties arise," writes Dr. J. Stuart Ablon, Ph.D. on a Thinking Skills Inventory used to help parents communicate with explosive children. Adjust communication to fit personalities. Talk to an explosive teenager or colleague using one simple statement and then politely walk away to let the message register mentally.
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Building rapport should be a communication goal. Speak and act kindly to build rapport and improve personal communication. Make a deliberate attempt to listen to others, since perception is everything, according to consultant and author Tom Peters. He related a study of "the top 15 factors determining 'patient satisfaction, none . . . was related 'to the patient's health outcome.'" The two biggest contributing factors were '"staff interaction [with the patient]" and hospital "employee satisfaction," as cited in "The Heart of Business Strategy: 56 Things that Matter."
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Tips & Warnings
Delete emails that are not needed.
Listen, then repeat back an important statement and ask if that is what the speaker meant.
Use regular mail to send thank-you cards and other unique communications.
Do not plan to answer all emails immediately.
References
Resources
- Photo Credit Group of business people working together in the office.. image by Andrey Kiselev from Fotolia.com checking email image by Jake Hellbach from Fotolia.com walking image by apeschi from Fotolia.com customer service image by Petro Feketa from Fotolia.com
