Kill Email, Save No One

CEO Tierry Breton may be the first brave soul to ban the use of internal email, but he won’t be the last. And sadly, he won’t solve anything. Within 18 months his 75,000 member staff will stop sending one another email and instead rely on instant messaging and chat-style services similar to Facebook (read more).

There is no doubt that technology has done wonders for the field of communications. It has brought us increased messaging speed and an insatiable appetite for content. But, what it hasn’t done is reinvent the wheel. At the core, humans still have only two ways to communicate: speaking and writing. 

Leaders like Breton are prone to seek technology solutions for communication problems. They want to free employees from inbox bulge and find a way to streamline business decisions. But, the problem with email isn’t technology; it’s the writer.

Top netiquette mishaps include:

• Hiding the point beneath endless paragraphs of background information
• Using a dull, non-actionable subject like “MDT Brochure Supplement”
• Berating readers with a thinly veiled, snaggletooth tone 

Intentions are good, but since email robs users of what experts agree are the most important elements of effective communication—tone and nonverbal expression—everyone is at a disadvantage. Unfortunately, these persuaders, which are so vital for influencing change and building relationships, are not only lost through instant messaging, they’re even less valued.

So, with more than 107 trillion emails going out this year, let’s wish Mr. Breton luck. But for those of you stuck battling the inbox dilemma, find a little hope with Hush Files. 

Worker-Bees Know Best

Well-intentioned leaders who are called upon to fix a broken division, process or team are often ill equipped to handle the communication complexities hidden beneath the problem. What seems like the right move, typically backfires and lost ground cannot be recovered.

For example, the fix-it leaders have a tendency to congregate, behind closed doors, with the broke-it leaders speculating on solutions while ignoring the worker-bees who live within the mess. This creates a perception problem that divides everyone. A better approach is to go straight to the source of knowledge and build allies. So, the next time you find yourself in the fix-it role, adhere to these guidelines and watch as everything falls into place: 

• First, quickly determine who the most influential people in the division/process/team are (whether they have a positive or negative attitude). Schedule time with these individuals and listen to their ideas. These people are your change agents or possibly your change blockers and the stronger your relationship with them, the easier your work will be.
• Next, collect all of your notes from individual discussions. Lay them out on the table, ignoring names and titles, and look for consistent themes across all of your conversations. Issues that are brought up repeatedly are your highest priority.
• Look for “easy wins” and make quick decisions for positive change. For example, if the pop machine is broken, order a new one. This will help you build immediate credibility with employees. 
• Finally, when you ask employees to embrace a new process, help them visualize what their day will look like once the process is in place. Show them the benefits and then describe the work required to make that a reality.

Too Many Turkeys

Negotiating your way through the holidays isn’t easy.  These days everybody has to borrow time from Peter to spend a little with Paul. If the list of loved ones clamoring for your Turkey Day attendance is longer than Pinocchio’s nose, take heart. In just a few simple steps, you can gain control of your holiday cheer:

1. First, sketch out what an ideal holiday will look like for you. This way you'll have something to bump it up against when objections surface. It could be as simple as, "this year I want to sleep in, drive fewer than 100 miles and take the kids to see a movie."
2. Second, craft your message, one that reassures family members that you love them, but also establishes the reality of life (i.e., kids, fatigue, etc.). If possible work in a few football analogies or famous movie quotes. For example, "I want to attend your dinner more than anything, but I'm holding myself to a short travel schedule. Really mom, I don't have much time. I'm supposed to get down to the school auditorium to direct a Christmas play."
3. Third, communicate your plans well in advance. Your family needs time for the news to sink in. Perhaps even announce next year's plans at this year's festivities. Send at least four reminder notes throughout the year with several smiley faces and xoxo's. The sooner you set expectations, the easier it will be for your loved ones to get past that short end of the stick you've asked them to stir the pot with. 
4. Finally, adhere to your plan. If you cave this year, they'll expect you to cave every year.

4 Ways to Ensure a Call Back

Live telephone conversations aren’t dead yet, and the key to receiving that crucial call back is leaving a great voice mail message.  To be safe, before you dial, make sure you have enough time for the call and assume the person is going to answer.  But when you hear the beep, be prepared:

1. Choose your words carefully: Saying the name of the person you are calling is a great way to draw them in. People like hearing their name, so begin the message by saying, “hello Mark…” and then close out the call by saying it again, “Talk to you soon. Thanks, Mark.”
2. Be concise: Avoid rambling by taking the time to jot down at least two points you want to make during your message. Rehearse before you call and you’ll never have to end with an apology about how long and drawn out your message is.
3. Make your number count: It might be a great message, but no one wants to listen to it three times in order to accurately take down your number. Try physically writing out your number as you recite it or imagine yourself dialing the numbers you speak. This helps ensure you’re offering the number slowly enough.
4. Do it on the sly: If you’re in a rush and don’t want to get caught up in a lengthy conversation or you need to deliver a precise message without entertaining questions, there is hope. SLYDIAL. Here’s how it works:

·      Dial 267-SLYDIAL (267-759-3425) from any landline or mobile phone.

·      At the voice prompt, enter the U.S. mobile phone number of the person you want to reach (sorry, but landline won’t work).

·      You will be directly connected to their voicemail.

·      Leave a message, sit back and relax.