After months of attending events and expos all over Florida, countless introductions to and from others, I have the time to address the many different things I have been subjected to. Here are some key ways to review and improve your business communication and make sure you’re making the most of it.
What does it take to run a successful business? Some people tell you it’s the art of identifying and seizing an opportunity—the union of preparation and luck. Some say preparation and education best prepare people for the rigours of the business world. Still others claim it’s all about connections. But none of them offer the whole story.
There’s one major element that’s essential: effective communication. Indeed, strong communication, more than any other factor, may be the leading predictor of business success. In some way or another, communication contributes to all those other factors. Communication helps us learn about new opportunities, manage our education, and ultimately maintain and cultivate important connections. But it also helps within a business; with employees, customers, and shareholders; and in virtually every other aspect of business.
LEARN TO LISTEN
It’s nothing short of frustrating when people pretend to listen when they really are just waiting for their chance to speak. An unfocused gaze, interruptions, and listening only for the bottom line are all poor listening habits. Here’s some unwelcome news: You probably exhibit poor listening on occasion too—and people notice it.
This ties to nonverbal communication. So much of the information we exchange with other people isn’t verbalized. If you manage to be a good listener, worlds will open up to you. People love being listened to. It’s probably the easiest way to put someone at ease: Just listen to what they have to say, and actually be present for the conversation.
Paradoxically, bosses especially need to master great listening skills. Even though it’s ostensibly the boss’s job to tell people what to do, if the boss wants to be appreciated and valued by his or her subordinates, he or she will genuinely listen to concerns and try to understand. It’s this careful attention that separates good bosses from great.
BODY LANGUAGE
Nonverbal communication is best used to supplement your understanding or experience of the interaction, not be a substitute for basic communication (especially when discussing important matters). For this reason, always interpret signals you see as a group. Don’t take your cues from one signal alone, but rather as a whole, and for the general mood of the situation.
By the same token, it’s important to control the nonverbal cues you project to your colleagues. Chances are you’re giving away clues and extra information all the time, even when you’re not aware of it. Slowly and carefully consider how gestures and expressions may be interpreted, both to help you understand people, but also to help people understand you.
People are raised in a variety of ways and are comfortable and uncomfortable with different things. Despite our differences, we should all employ good manners. “There is a reason for manners and courtesy and it is not just to be nice. The purpose of manners is to give us a practical structure to deal with each other… It is the glue of civilization and a utilitarian road map for dealing in everyday business.”
Social graces are necessary in face-to-face interactions and emails. Now they also apply to customer relations on social media, where increased visibility makes it all the more important to respond promptly and politely to customer concerns. Having good manners and social graces make every interaction, business or otherwise, smoother. Go out of your way to be polite.
Being in tune with others’ feelings and emotions. It can be as simple as noticing and taking extra care when someone is having a rough week, or as complex as understanding the historical or social issues that may personally affect someone.
At work, high emotional intelligence guides social interactions and helps people work together more effectively. It improves communication and allows teams to tactfully discuss differing opinions. Leaders in a company who actively pay attention to others’ emotions have happier employees because they are more socially aware, are respectful of diversity, and know how to handle conflict. This further translates to more positive interactions with vendors and customers.
PAY ATTENTION TO NONVERBAL COMMUNICATIONS
Even though a number of studies place the importance of nonverbal communication equal to or surpassing that of verbal communication, it continues to be misunderstood and underestimated. Businesspeople who have mastered the ability to communicate nonverbally have several distinct advantages in the business sphere, from exuding confidence to reinforcing authority.
Facial expressions, posture, eye contact, voice, and hand gestures all fall into this category. Mastering the art of nonverbal communication for business relations is not easy, but can provide a new dimension in your communications with colleagues, as well as friends.
Nonverbal communication is best used to supplement your understanding or experience of the interaction, not be a substitute for basic communication (especially when discussing important matters). For this reason, always interpret signals you see. Don’t take your cues from one signal alone, but rather as a whole, and for the general mood of the situation.
By the same token, it’s important to control the nonverbal cues you project to your colleagues. Chances are you’re giving away clues and extra information all the time, even when you’re not aware of it. Slowly and carefully consider how gestures and expressions may be interpreted, both to help you understand people, but also to help people understand you. The bottom line: It’s best to master nonverbal communication before testing out gestures and expressions that are outside of your comfort zone during an important meeting.
DRAWING CONCLUSIONS and ASSUMPTIONS
Some assumptions can be downright dangerous to relationships, business transactions, or both, and it’s your job to question them when you see them.
We aren’t mind readers. Rather than make assumptions about why a colleague hasn’t responded to an email, if a client is satisfied with your work, or if an innovative product will be profitable, ask questions. Stick to the facts you do know, and let the other person fill in the rest. There are many examples of businesses missing out on real opportunities because they failed to challenge their assumptions about new products or technologies until it was too late. Subtly and deftly attempt to understand the context of the assumption to gauge its value. When you take the time to challenge assumptions, you may learn more information about the subject and improve your business as a result.
This may seem similar to drawing conclusions and assumptions, but it’s actually different. Somewhat counter-intuitively, when you ask people questions, getting information is actually a secondary goal. The goal is to get them to talk and relax, and give you the opportunity to practice those listening skills. In business, the more information the better—but you need to remember this – if you don’t ask questions or if you assume this can bring up resentments, so follow up with a call or a reminder of your meeting them. Asking the right questions takes effort, but it can have immense rewards. If you know the right questions to ask, you can find out the information you want. in some cases you need.
COMMUNICATIONS SEPERATES GOOD BUSINESS FROM GREAT ONES
When you communicate with people in your organization or new clients more effectively, you’re more aware of potential problems and better able to implement solutions. Focus improving your communication: You’ll be more informed about every aspect of the business and you’ll understand the concerns of your coworkers and clients alike. If you communicate with your customers well, you can catch potential pitfalls and other issues early on. Appraise the communication system at your business and see how these tips work for you.
This isn’t about telling people what they want to hear, though that’s a part of equation. Really, it’s about knowing how to talk to people. In other words, organize your communication so you reveal the information that’s most important to your audience first.
AJ Michaels – Operations Manager of SFPMA
We are State of Florida Property Management Association; Dedicated to advocacy and promoting professionalism in the property management, condo and Hoa industries. Through information, educational opportunities, our members are enabled and encouraged to reach their full potential in our industry. Becoming a member can lead to new relationships and increased oppertunities for you and your company.
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Recruiting and retaining skilled team members can be challenging for community associations and management companies, especially in a very competitive labor market and with communities limited by tight budgets.
We all know that condo and HOA board members must get certified within ninety (90) days of getting on to their Board of Directors. Unfortunately however, Florida law allows board members to get certified either by attending an educational course or by signing a ridiculous, silly, self-serving, nonsensical affidavit that says you read your governing documents and promise to enforce them. If you live in a condominium, the affidavit does not require you to say you have read Florida Statute 718. If you live in an HOA, the affidavit does not require you to say you have read Florida Statute 720. In fact, many association documents contain illegal provisions. So leave it to the State of Florida to certify a director who promises to uphold and enforce the illegal provisions contained in their governing documents.
Violation notices are not personal or targeted. They are simply the means by which the association lets owners know about rule violations and gives them a chance to correct a problem. Violation notices can be generated by a manager’s observations, board observations and even from observations by fellow owners. While you may feel as though you are the only one to receive a violation notice, this is generally not the case. The truth is that most of the violation notices can be easily remedied by simply fixing the problem or complying with the rule and letting management know the problem has been resolved.
The first option via §720.3033(1)(a) is that within 90 days after being elected or appointed to the board, each director shall certify in writing to the secretary of the association that he or she has read the association’s declaration of covenants, articles of incorporation, bylaws, and current written rules and policies; that he or she will work to uphold such documents and policies to the best of his or her ability; and that he or she will faithfully discharge his or her fiduciary responsibility to the association’s members.
