Communicate, communicate, communicate

Lack of communication is the main cause of conflict in organisations and with customers.

Let’s be clear on something here – talking is not communication.

Communication within a company about keeping people informed about the following.

• Expectations of their work
• Changes to targets or deadlines
• What the other members of the team are up to
• What is happening in terms of KPIs, resourcing and budgets
• Setting and reminding people about priorities.
• False rumors
• What is happening in the wider organisation
• What is happening in terms of new work coming in, and
• What is happening in the broader economy

Communication with a customer is about keeping them informed on progress, cost, requirements for more information, and so on. Think about when you’ve been frustrated at a lack of communication and you will understand. Think of it like tweeting – you don’t need feedback, just to let them know you are still there.

Yes, too much communication is possible. This occurs in two main ways. Firstly it can take up too much of people’s valuable time. Secondly, it shouldn’t be used to transmit excessive uncertainty to your people.