131. The 4 Critical Communication Tools for Leaders to be Trusted
That whole Iceberg of Ignorance stuff is pretty darn interesting, amiright?
I can speak from experience, having been on both the top and bottom of the iceberg, that it holds more true than one wishes it would. When it comes to understanding a company’s problems, there is an inherent knowledge gap between leadership and frontline workers.
In order for leaders to understand more of their company’s problems, they need to be trusted by the front line workers. Trust melts the iceberg and allows information to flow more effectively.
It’s easier said than done.
The good news, is that there is a way to help the process.
Four Critical Communication Tools to Build Trust
There are four critical communication tools that need to be utilized by leaders in order for them to build trust and better understand the internal dynamics of the company of frustrations of the workers.
1. Leaders must always explain major decisions
It is common for leaders to assume everybody knows why they are making decisions. This, however, is one of the 3 Assumptions of the Apocalypse.
Never ever assume that people know why you are making decisions. Just ask my wife. (#iliveinthedoghouse)
When it comes to work, I always assume that employees don’t know a single thing happening at the leadership level. That forces me to explain my decisions every step of the way.
Even if I already told employees that a decision was going to be made, I will still tell them when the decision is made and repeat why it was done and how it impacts them. I find no harm in repeating myself to make people feel more comfortable.
There is no shortage of honest explanation you can do. It’s not always easy. There may be times when you have to explain the reason budgets were slashed, or tell the staff why people were fired, or remind everybody that they can’t leave tuna fish sandwiches in the company fridge.
It’s hard. But it’s during the hardest times when explaining your decisions is the most critically important.
2. Leaders must remind themselves: “it’s not about you”
I had a boss once who told me that he needed me to work harder in order for him to receive his bonus.
Imagine my feelings.
I was pissed. It made me feel small and insignificant. It made me feel like I was enslaved. All these years later, I’m still angry just talking about it.
Any leaders’ explanation of major decisions needs to be focused on how it impacts employees and NOT how it impacts themselves. Front-line employees just don’t give a flying firetruck how senior management is personally impacted.
Employees care about how their own job and their own life and their own mortgage will be impacted.
Does the major change make their work-day easier or harder? Is their job threatened by the announcement?
Whenever I talk to employees about a major decision, I always use the words “here’s how this may impact you” and then I lay out the possibilities.
3. Leaders must communicate regularly
You may already know my feelings about open door policies.
Open door policies don’t work.
An open door policy does not build trust or connectivity with employees. You know what helps leaders connect with employees? Actually connecting with employees helps leaders connect with employees.
Sometimes the toughest words are “hi, how are you doing?” Simply initiating conversation is sometimes incredibly challenging for leaders.
Don’t think leaders are ignoring you. Oftentimes it’s just them feeling uncomfortable by being distant from daily activities. Refer to the Iceberg of Ignorance.
But it’s critical for leaders to communicate regularly with employees, and to do it with honesty and authenticity.
Keep in mind, regular communication doesn’t have to be long meetings. Sometimes a short email or slack message has even more influence. When you hear of something good happening, acknowledge the people who did it. Celebrate the wins. Get used to daily communication.
4. Leaders must be accessible
Accessibility is not about waiting for people to contact you. Refer to number 2 above: it’s not about you
Trusted leaders realize that the world doesn’t (always) revolve around them.
Ask people how their day is going - and care about the answer. Ask them if there’s anything you can do to help them - and care about the answer. Acknowledge people’s birthdays and anniversaries. Step out of your gosh darn office, regardless of whether it’s virtual or in-person.
Employees want to see leaders interacting. Sure they don’t want you there all of the time. A little separation is good. Total separation is bad. Trusted leaders are part of the conversation.
^^^^
The iceberg of ignorance isn’t going to melt by itself. It takes strong leaders to get out of their comfort zone in order to become trusted. So what are you waiting for? Find a win and celebrate it today. Acknowledge the efforts of employees.
What better time to tell your team how awesome they are than Thanksgiving.
Git ‘er done.
Go’on now. Git.