Despite the convenience of texts, emails and tweets the most crucial conversations we have in our lives are always best face-to-face.
“When people get married, when businesses close a deal, when sporting stars change clubs and world leaders sign a treaty– it’s not via Skype or email – it’s in person,” says Christopher Whitnall, Founder and Managing Director of talkforce.
After 25 years in corporate communications and leadership training, Whitnall says despite rapid technological disruption, the most enduring business leadership skill is the ability to communicate a company’s message internally and externally.
“Successful companies employ people who can ask intelligent questions. They can communicate one-on-one or to a group and always in a structured and well thought-out way. These people possess a curiosity and willingness to listen to other thoughts and opinions, which may differ from their own,” Whitnall says.
Many organisations talk about embracing diversity, but the real issue is not just about employing more women or people from diverse cultural backgrounds, it’s about recognising and understanding different perspectives and personality styles. Whitnall claims there is enormous strength in being able to have tough conversations and give robust feedback in the workplace, while being aware and comfortable with diverse motives and viewpoints.
“Australia’s recent marriage equality debate is an example of where many people have not been able to really listen to the other side without dissolving into school yard taunts and name-calling. Unfortunately, the anonymity of social media and online forums sometimes fosters cowardly behaviour.”
Emails are very convenient in bridging time and geographical distance but sometimes the risk of being misconstrued, taken out of context or even offending the reader can outweigh the benefits.
For example, in researching this article, I spoke to Christopher on the phone and then emailed him a few more questions on the weekend. There was a Wi-Fi problem and the email sat in my outbox, so I tried several times to resend it. As it turned out, Christopher received it three times. I sent him a text on the Monday morning asking if he’d got my questions, just as he was emailing me. Had we not cleared things up immediately on the phone, Christopher may have thought I was pushy and disrespectful while I just thought I was being conscientious and diligent. If we’d only corresponded via email our business relationship may have disintegrated and I would have never known why.
It’s also important for the person receiving feedback not to become defensive and shut down. It’s best to listen and then ask for clarification and examples on how to improve their performance next time. In this way both parties can learn and grow.
Online communication has streamlined business for companies with different locations but the founder of talkforce warns we need to be the master of technology, not its slave.
Recently, talkforce took part in a discussion with business people, academics and university students. One of the university’s challenges was to boost student engagement in class. At the same time the university was keen to shift more lectures online. Christopher Whitnall suggested the focus on technology was potentially devaluing the face-to-face classroom interaction.
Artificial Intelligence is also creeping into recruitment, which has traditionally valued superior presentation and communication skills.
“I know a young graduate who applied for a job with a two-tier accounting firm. The interview was conducted on-line by a robot. I wonder if there was a video tracking the candidate’s facial expressions?”
Christopher Whitnall says organisations can over-complicate matters by upgrading their technology at the expense of investing in people skills. He says if you really want meaningful conversations you should meet face-to-face, or at the very least, pick up the phone. In the long run, it will save time; expand your understanding; and strengthen your business relationships. Sometimes the simplest solutions are the best ones.
Author, Theresa Miller is an associate with talkforce and specialises in business writing and communications training.