Over the last few months, I’ve been reading a variety of books and blogs. From Richard Branson’s “Secrets They Won’t Tell You in Business School”, to Sam Warburton’s “Lions Triumphant”, to various leadership bloggers and issues that I have seen in some of the charity clients that I deal with, the importance of good communication from the leader has been underlined so many times that I can’t miss it. If I look back at various experiences over almost half a decade, it only reinforces the point. So why are so many leaders missing the point?
The one phrase that stands out in my reading is a quote from Branson saying:
“…the most important thing a leader can do is….listen!”
Listening is a huge part of communication – but we do also need to speak as well. Throughout the banking career that I pursued in a former life (left long before the 2008 crash!!), I used to observe and think about the various leaders I worked for and what I liked about their leadership style – and what I didn’t – and tried to take those observations into account when I took on a leadership role. One of my worst experiences was working for a boss that didn’t listen as we talked together – and it made such a difference when I worked for someone that listened intently. It was something that I sought to build into my leadership when I was in such a role.
There are various ways that we can communicate – and the important thing is that we do so. However, it is also important to consider the most appropriate way of communication for the situation. We can communicate with others by phone, email, text, letter, and by meeting and talking. I am sure that most of us have used all of these methods at different times. Some forms are inappropriate in certain circumstances, and all can be misunderstood far more easily than meeting face to face and talking and listening. Email and text may be used for imparting information, but are not suitable where views are required to help in decisionmaking or in dealing with a contentious issue.
Leaders, we need to take time to communicate effectively. A huge part of that is to listen – and we can only do that effectively when we sit down with someone and focus on what they are saying. My old bank training brought the famous 80/20 rule into this – that the leaders should make space for the other person to talk, and the leader should spend 80% of the time listening and only 20% talking. This is particularly important when difficulties arise – don’t deal with it by text, email or phone – sit down with someone, talk……….and listen!!
Don’t forget – as we listen, we don’t only do so with our ears – we also listen with our eyes. Look at the person, show that you are interested in what they are saying. One thing I used to hate was going into church and being greeted by a leader who, when he asked you how you were, was already looking over your shoulder at the person coming in behind you!! It was very tempting to say something like “well, actually, I’m going through some difficult times at the moment – could you spare me half an hour” but I knew that response would still be “good”, just as it was after the obligatory response of “fine thanks”!
So, communicate with your team! Talk to them, and more importantly, listen to them. Remember what they say – show that you are interested in them and care about what they are going through. In this way you value them and affirm their contribution as an individual.
Happy listening!!