Here's a piece by Eileen McDargh republished with her permission. Learn more about Eileen below.
In Tough Times-Silence Is NOT Golden
In the face of this severe, take-no-prisoners economic downturn, far too many
organizations are responding in knee-jerk reaction to the thought of holding
all but the smallest of meetings. Training budgets are slashed. Employees
hunker behind their desk, hoping that no one from HR can find them or else
they’re huddled around a PDA, text messaging about possible layoff scenarios,
pending mergers, or hiring freezes. Performance? Productivity? I think
not.
Now more than ever, managers at all levels of the organization need to do that
which separates us from the rest of the animal kingdom: TALK!
Here’s why:
(1) In the absence of information, we connect the dots in the most pathological
way possible.
(2) E-mail works fine for data but when emotions are involved, only
face-to-face really carries the day
(3) There’s a huge benefit when people gather to share ideas, brainstorm new
procedures, learn more about team members, have questions answered, or explore
ways to streamline work loads.
(4) Smart companies will use this downtime to cross train, to coach for
performance and career development, and involve employees in corporate
decisions.
(5) Diverse perspectives are critical for innovation and these are best gleaned
through conversation.
Bottom Line:
The organization will have a solid, committed employee base, poised to move
into front position when the turnaround comes.
But this will only happen if TALK becomes the preferred vehicle of
communication.
Four Communication
strategies to increase your Talk Quotient (TQ).
STRATEGY # 1:
CONDUCT A TALKING STICK MEETING
A talking stick meeting allows everyone to hear a wide variety of ideas and
inputs because each person who “holds the stick” is assured free speech, no reprisals,
no humiliations, and no interruptions. Many native American tribes
used the stick as a way of allowing all voices to be heard.
Talking Stick
Meeting Checklist:
(1) Create a focus question to present to the group, assuring them that all are
invited to speak, without interruption or humiliation.
(2) Form a real circle with everyone in the circle. This brings equality
(3) When everyone who wishes to has spoken, summarize the conversation and what
you will do with the information.
STRATEGY #2:
SEEK OUT THE “ORANGE BATONS”
If you happen to get a window seat on a plane that is coming into the
terminal, look out and find the man or woman who is guiding a 737 aircraft
(weighing over 90,710 pounds) into position. Those small orange batons wield plenty
of authority in the moment. And well they should.
You see, there’s a line painted on the tarmac to show exactly where the front
wheel of the 737 MUST stop. Otherwise, passengers at the gate literally
would have a pilot in their laps. The problem: the pilot sits too high to
see that line. The pilot depends upon the “orange Batons” –those closest to the
situation—to move the craft into position.
Everyone has orange batons in the workplace. The higher up an organization a
manager sits, the more crucial is the conversation. As customers, we’ve
all been privy to disgruntled customer service reps who can’t help us because
senior managers have created practices that tie their hands. Recently, I asked
to speak to the support service personnel on a Delta Sky Miles Account. The
agent informed me that even THEY can’t TALK to support personnel. “We can only
use FAX and Courier service,” was the response. I was angry and so was
the agent. “They” had made decisions without asking the Orange Batons
what the ramifications might be.
STRATEGY #3
PAY ATTENTION TO LITTLE DAVIDS
When Patrick Harker, now the former Dean of Wharton School, was asked what made
the critical difference in the school’s most successful fund-raising campaign
($425 million in six years), he replied that he made it a priority to engage
the next generation of alumni leadership.
Listening to the voice of David is a tradition from the Middle Ages and the
Benedictines. The abbot of a monastery made decisions after getting the input
from all the monks, beginning with the youngest monk. Had the elders in the Old
Testament listened to the young kid with the slingshot, the giant Goliath would
have been dispatched quickly. Little David was right, but it took time for the
tribe to understand that young (or new) did not mean “unskilled.”
Who are the newest and/or youngest on the team—your David's? It is often the
newest members who ask the most discerning questions. They are not jaded by
politics, the past, or protocol. Ask them for their opinions. Tell them that
you expect them to teach you something at the end of three months. I guarantee
that those employees will search high and wide to bring you innovation or, at
the very least, an insight into some of your procedures, products, or services.
“Words of wisdom are spoken by children at least as often as scientists.”
—James Newman, American Astronaut
STRATEGY
#4 LAUGHTER LIFTS THE LOAD
In tough times, humor is an essential survival skill. Talk can also be funny.
Not the sarcastic biting humor of put-downs and inside jokes, but rather the
humor that can lighten a difficult situation or put something in perspective.
A travel agency was known for helping its agents get through difficult
customers by awarding the Order of the SALMON. At the end of the week, agents
would know which agent had the most challenging week with customers yet still
managed to keep a positive interaction going.
With much fanfare, the agent explained the challenge and was urged to
exaggerate and use as much humor as possible. She was then awarded a plastic
salmon for her ability to SWIM UP STREAM. Being able to talk about the week,
laugh at the difficulties, and be rewarded for staying calm helped generate
both fun and connection within the office.
Laughter can put people at ease if it is used to acknowledge what everyone is
thinking. I was asked to speak at a convention in which the main session room
temperature hovered around 50 degrees. People were wrapped in tablecloths. By
the end of the second day, it still had not warmed up. When it was my
turn to talk, I welcomed them by saying, “Welcome to the land of the frozen
chosen.”
Gales of laughter and applause burst out. It made a point. The attendees were
CHOSEN to be there. It was a privilege.
Humor also lets us divide the serious from the
mundane. Yes—the room was way too cold. But in the scheme of things, it
was not as important as gathering to work out a new marketing strategy.
Humor can also point out the trite and the silly things we all do in work,
relieve tension, and probably improve a process. When one group acted out
a very funny skit around the various voice mail doom loops a customer had to go
through in order to get to a human being, everyone laughed…and the system
changed in short order.
BREAK
THE SILENCE
The last challenge will be pulling people away from their PDAs and text
messaging to actually have a conversation. A number of organizations are
experimenting with “topless” meetings—as in laptop-less meetings. San
Francisco design firm, Adaptive Path, has also put a crackdown on
“crackberries”, as President Todd Wilkens calls them in his company-wide
blog. He claims that people now look each other in the eye, develop
closer connections and meetings are more productive.
Productivity? Performance? If the talk quotient is increase, you
bet. Talk might very well become the golden key.
(c) 2009, McDargh Communications.
Publication rights granted to all venues so long as article and by-line
are reprinted intact and all links are made live.
Known as a powerful presenter and facilitator, Eileen
McDargh, CSP, CPAE has been creating conversations that matter and connections
that count since 1980. Executive
Excellence ranks her among the top 100 thought-leaders in leadership
development. Her newest book, Gifts from the Mountain, received the 2008 Ben
Franklin book award. To hire Eileen to
heal your company as a speaker, coach or retreat leader visit
http://www.eileenmcdargh.com