Communicating in times of uncertainty
If there’s one thing that we as South Africans, or indeed global citizens are used to, it’s uncertainty. There’s so much in the world we have little to no control over. Our environments are fraught with uncertainty – from global warming, flight delays, traffic jams to loadshedding – and that’s before we consider the day-to-day frustrations in the work environment.
Although we are all dealing with similar issues, it’s important to be cognisant of the impact uncertainty has on our overall connection and communication with others. Times of uncertainty or tension can easily spiral into miscommunication, resentment or even panic, so it is advisable to be especially thoughtful about how we communicate with our teams, partners and customers.
Managing expectations, actively listening and communicating clearly with empathy and understanding goes a long way to preventing misinterpretations, and conflict.
I enjoyed this Forbes article, which outlines how airline staff successfully handled two potentially volatile situations by communicating clearly and with transparency.
There’s also this management tip from Harvard Business Review which offers some great tips on keeping communication positive, such as:
- Don’t focus too much on the future, and don’t forget to celebrate the small wins. Set aside time to acknowledge the team’s efforts.
- Provide context, just like the airline staff in the Forbes article, context and transparency is key. People feel included in the solution and therefore more in control when they understand what’s going on.
- Acknowledge the challenges, although it’s good to stay positive and celebrate the wins, it’s also important to acknowledge the difficulties. Be sure to ask about and acknowledge any obstacles and challenges whilst keeping an eye on the desired results.
Unfortunately, uncertainty is here to stay – as the Greek philosopher Heraclitus acknowledged more than 2500 years ago: “Change is the only constant” – it’s how we deal with change that’s important. Constant open and honest communication is the key.
Sharon Peché - Marketing and Communications Manager - KYOCERA Document Solutions South Africa
