Web development patterns and workflow

Communication Skills

Communication in an office is extremely fast paced and often of a high volume. Emails, phone calls, voicemails, and IM’s can pile up, especially considering that many business professionals fail to use organizational tactics and prioritization. You’ve probably emailed a client at some point asking for information, only to be met with silence for quite some time.

Are they ignoring you? Don’t they know that they’re under contract? Should you email again? These could be valid concerns, but more often than not in my experience the individuals are simply very busy people who, as I mentioned, may not be the best at prioritizing and responding to the hundreds of emails which they receive.

To help solve this problem, move things along quicker, and employ best practices in business communication, there are a few tips and tricks that can help increase your odds of getting a quick response.

1. Don’t send (or ask for) too much information in an email
If too much information or content is included, the recipient will either shelf the email for them to look at later (which increases risk that they forget), or only skim the contents and not assimilate all of the data.
Instead, send quick, concise emails with simple questions. If you need a serious amount of information at once, look to number two.

2. Use the phone
If you need a large amount of information or you find that your emails are not getting appropriate attention, give the contact a phone call. If you get no response, leave a voicemail or you can always email and request a dedicated time for a half hour conference call.

3. Respond as quickly as possible, even if you have nothing to say
If I get an email asking for information that I do not yet have, or that I don’t have time to put together right away, I find it best to fire back a response with a simple “Thanks for your email – I’m looking into this and I’ll get back to you no later than Thursday” (or something along those lines). Then, throw in a calendar appointment to get it taken care of, and get back in touch when you can. Lead by example!

4. Escalate problems appropriately
If there is a conflict or if problems arise, including being met with silence, be sure to follow proper protocols for escalating an issue through the mediums of communication. The concept is quite simple: email, then phone call, voicemail if no response, then call (without leaving a message) until you get the individual on the line or leave a message with reception. Be clear, but respectful, and avoid too many attempts. Think carefully before acting or contacting alternate individuals.

5. Organize yourself
It’s important not to fall prey to some of the problems mentioned here in terms of client efficiency with communication. Make sure that you have methods and tools to keep your communication prioritized and your responses timely. Often this has to do with your email software and using it to its full capabilities. Ask your colleagues for tips, or do some online research – especially if you’re feeling rushed, stressed, and overwhelmed by communication.