Mastering Managerial Communication: Techniques for Success

Effective business communication is required for all managerial success. As managers, we often assume others know what they should know to implement their tasks effectively. There is the fundamental managerial assumption! Usually, this assumption is incorrect and can negatively affect desired outcomes and profitability.

I am often asked:  "Jeff, how often do I have to say the same things repeatedly?". My answer is consistent and continuous:  regularly and with consistency to drive your messaging home with predictability. Teams change, and situations evoke unpredictable emotions, and people hear what they want to hear. They are not being negative or working against you; they are being human.

Assumption is the cause of all evil in daily managerial communications!

-Jeffrey A. Rogers, CPMBC

If you work with me, you regularly hear the phrase, “Assumption is the cause of all evil in daily managerial communications!” How many times have your assumptions bitten you in the backside? How many do-overs do you wish you had on this one?

Managerial Communication Mistakes & How to Fix Them

A Problematic Communication Situation

As managers, we sometimes get caught up in accomplishing the task and the camaraderie and overlook red flags based on our predisposed assumptions.  We'll hear things like:

“Bob has been in this department longer than I have been on the planet; he should have known this.” .....How did I miss this?

Or maybe something like this:

“Ellen has been championing this team initiative for years; I know she knows this process. But now we all have a big customer experience issue.” .....Why did she drop the ball?

How about this one:

“Both Frank and Mary indicated they knew how to do this! I have many other things to do this week; I do not have time for this cluster right now!” .....Why did they lead me to believe they knew what to do?

In every case, unintentional assumptions were made. You are a busy manager and off to the next checkbox item for the day. In a day, especially in a fast-paced organization, the opportunity for error can be high. Therefore, the question becomes:  how do we reduce this error frequency and reduce these managerial communication assumptions in our organization?

How to Improve Managerial Communications

As a manager, how do you typically communicate with your team and collaborators? Are you intentional, or do you take what you get? Unfortunately, most managers act with the latter. Improving your managerial communications is simple but not easy.

Effective business communication is a system. Start with clearly defined expectations and deliverables; this means, you clearly set desired outcomes, discuss commitment, and arrange accountability.  Speak clearly and make sure all of the right people are in the room.  You do this, and you will have exceptional communication.  Effective managerial communication requires work, and will not always be convenient.

Practice to Become an Effective Business Communicator

I have developed a few questions below for you to work through. This exercise is designed to make you think, reflect upon, and learn from real experiences that you've had as a manager. If you still have doubts as to where and how your communication can be improved, set up a time to chat, and I will help sort it out with you.

You may already have many innate business communication skills. I bet you do. That being said, I believe that answering these questions will further elevate your communication abilities. You will enhance your communication style inventory. Again, this requires intentional work on your part.

EXERCISE:  Managerial Communication Style Inventory Questions

Use a notepad and document your well-thought-out responses to these questions. Or, work this out with another manager and learn together.

• Describe a situation when you were able to strengthen a relationship by communicating effectively. What made your communication effective?
• Describe a situation where you felt you had not communicated well. How did you correct the situation?
• Provide an example of when you successfully communicated with another person, even when that individual may not have personally liked you, or vice versa.
• Have you ever had to “sell” an idea to your co-workers or group? How did you do it? Did they “buy” it?
• How do you keep subordinates informed about the information that affects their jobs?
• Describe a recent successful experience in making a speech or presentation. How did you prepare? What obstacles did you face? How did you handle them?
• Document a time in which you had to use your written communication skills to get an important point across.
• Describe a situation when you had to speak up (be assertive) to get the point across that was important to you.

As you work to develop and refine your effective business communication skills, understand that this is a journey, not a destination. You must invest in developing this skill. For some, communication comes more easily than for others. In the end, to be an effective manager, you must communicate very well, and that is the fact. 

Considering and developing your communication style inventory is intentional. Verbal communication is only a tiny part of the communication solution. Your active listening skills are where you will be most effective--but that's a topic for another discussion! Take the journey for your improved managerial communications. You and those you serve will appreciate the effort.