Jun 22 in Uncategorized
Written by: Heather Rast
It seems we’re OK with doing less, getting by, and volleying the ball back into someone else’s court so we can move on to the next thing (email has been a great enabler of this).
Assumptions – the lazy man’s (non)solution
Earlier this week I received an email from a hockey coordinator involved with my son’s travel team. His email consisted of a link to a hotel and this lone message: “When you click on the link, ignore the price. When you put
in the dates, the price will change to reflect our rate.” Whaaa?
I had only the vaguest of ideas what he could possibly be writing about. A tournament, I thought. But I didn’t know the dates. I didn’t know the city. I didn’t know if we should factor in additional time for practice or dry land training. Would we have our jerseys by then? What was the tournament schedule – would I need to make arrangements for my other kids to get to school, which starts back that week?
Sure, I emailed back & forth with him until I had those answers. But there are better ways to communicate effectively over email than one-word replies to my scattershot questions. It’s simple – contextual information leads to better decision-making. Repeated omission of context is like walking up to some folks already in deep discussion about 5th century Chinese politics. You don’t know what the heck is going on and have no clue what you’re supposed to do in order to get your information objective accomplished. In this case, poor communication didn’t favor the hockey coordinator and it put 12 sets of parents at a disadvantage. Not good when the elements of time, travel, and money are involved.
If you’re gonna wear the badge, you gotta act the part
Most people don’t spend time thinking about the Who/What/Where/Why/Hows of communication. I get that, sure. But I argue that if you put yourself in a position as being a beacon for a group, you better bring your A game. Step it up. Be their lynch pin based on your ability to lead, not by the default nature of the station you hold. Mild discord turns to chaos real quick when groups are involved. And if you discount the blue-collar parent as someone who’s likely not to notice or care that you didn’t sufficiently think out your flyer or your email or your voice mail, think again.
People notice when communication sucks. And they see it for what it is (most of the time) – a lack of concern, inattention to detail, a carelessness that can only exist in the mind of the one person who has the answers others need.
Don’t be that guy. Don’t be that company – the one that leaves customers and service providers to fend for their information meals.
Once again about assumptions
When you assume too much:
- It leaves people with the impression you’re disorganized and careless.
- People feel uneasy, wondering what other important details you may have missed that may end up affecting them negatively. (not a confidence builder)
- You demonstrate a lack of empathy and basic social skills. People need transitions, bread crumbs to follow.
- You place the burden of information discovery on other people. They may not know whom to ask for more information, or may be too reserved and uncomfortable to ask.
Because you’ve assumed too much:
- I have to email you back, hoping I know the right questions to ask to fill in the gaps of my knowledge.
- I feel isolated, wondering if I’m the only person on the distribution list who doesn’t “get it.”
- You miss an opportunity for collaboration and group problem-solving. One-way flows based on your own linear thinking make for a narrow stream.
- I’m placed at unnecessary risk. If you don’t tell me, and I don’t know enough to ask the “right” questions, at the end of the day you get defensive or worse – eschew ownership – and I have to re-work, scramble, pay a late fee, or patch something together.
Let’s shoot for thoroughness, completeness, and decision tree logic over assumptive end runs, okay? Your relationships and quite possibly the work products you’ll be given will be better for your effort.
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