One way to work toward these goals is by improving our soft skills. The term “soft skills” has different connotations for various people. For this article, I use the term to describe the way we relate to our coworkers.
Lay the Groundwork
The key to working with others is to first build good, solid relationships. Get to know people on an appropriately personal level before you really start working together. Ask them about their interests and how they spend time outside of work. Connect with them on a common interest. This connection will allow you to grow a personal relationship that can develop into a productive professional one built on trust.
A professional relationship built on trust will encourage workers to seek you out, especially in difficult situations.
Ask Questions
Asking questions is an information-gathering skill as well as a means of communication. At times, people may be intimidated by a business official with whom they have had little professional interaction.
Ask an introductory question like “How are you doing today?” Rather than accept the response of
“Good” or “OK,” follow up with an information-gathering question, such as “Is there anything that would make your day better?” Follow-up questions show empathy and concern. You may also take it a step further and ask, “Is there anything that I can do to make your day better?” This question shows that you are willing to make an extra effort to improve that person’s day, if possible.
Much like a good teacher using wait-time techniques during questioning, a good leader will do the same.
Silence makes some people uncomfortable; however, everyone processes complex information at different speeds. That is why good leaders allow the wait time to give people the chance to process their thoughts before speaking. Further questioning may elicit more information from someone who has had the time to think.
Use Email Effectively
Effective communication is a skill that is crucial to being a good business leader. In today’s technology age, it is easy to send a quick email to initiate a conversation or to follow up with someone. However, email communication can be problematic.
The biggest issue with emails is that it is impossible to recognize tone in the same way it can be heard over the phone, in a virtual meeting, or in person. The reader may interpret the message in a completely different way than the sender intended.
It is possible to ensure that an email’s intentions are clear. Beginning an email with a short, respectful greeting such as “Good morning; I hope you are doing well” or “I hope your workweek is off to a good start” sets the tone and assures the reader of a positive, productive email interaction.
A good leader maintains positive language throughout the email, especially at the end. An email may end with “Please contact me with any questions or concerns” or “Please let me know if you need help with this issue.” Both closing statements, which will assure the recipients that you are there to help, will encourage them to follow up with their concerns.
Know When to Pick Up the Phone
The classic phone call is an effective and informal way of interacting with colleagues and coworkers. The phone call, as opposed to the email, allows people to hear your voice and judge the tone of the conversation based on your tone, expressions, and enunciation. Sometimes, picking up the phone and making a call takes less time than sitting down to compose an email.
Meet Virtually
Videoconferencing or virtual meetings were the tools of international business workers until COVID-19 turned the worlds of education and business upside down. School districts took learning to students with a variety of video options. Despite differences in the platforms, they all allowed one person to meet with many others simultaneously.
These virtual facilities were available for school administrators, staff, parents, the community, and the private sector at large. Even school board meetings, where community members used to meet and participate in an open setting, were moved online. This was a cultural shift appraised with both pros and cons. Many people worked from home and participated virtually in other activities from their living rooms, offices, kitchens, and essentially anywhere that they wanted to be-- not where they had to. Some people got so comfortable with this setup that they wanted to continue the practice indefinitely.
On the one hand, holding a virtual meeting has advantages. It is useful when you can’t afford the time to leave the office and travel great distances. A good rule to follow is if the time to commute to and from a meeting is greater than the meeting time itself, try to make it virtual.
A virtual setting is also effective for a traditional “sit and get” meeting, when most of the attendees participate only by commenting occasionally or at the conclusion of the meeting. Traditionally, no more than three speakers are scheduled, and there is little interaction among attendees.
On the other hand, virtual meetings have some drawbacks. It is difficult to engage a large number of people in a conversation. A good facilitator can ask everyone to mute themselves, raise hands when they want to speak, and even use breakout rooms to minimize disruptions; however, the engagement level is not the same as an in-person meeting.
Also, a huge drawback to virtual meetings, like sending an email or making a phone call, is that you can’t see body language. Yes, you can observe facial expressions when participants voice positive or negative views, but people sometimes control their facial expressions better than they do their body language.
Meet Face-to-Face
When things turn serious, a face-to-face meeting is usually necessary. For example, never deliver bad news in an email or by phone if you can avoid it. If a difficult conversation takes place during a virtual call, it is tough to observe and gauge reactive body language. Instead, a face-to-face meeting is preferable.
Some people avoid face-to-face contact, and confrontation makes them uncomfortable. A good business leader recognizes the importance of refining soft skills when dealing with such individuals. All emotions must be controlled when having a difficult conversation with them. Be open and honest in expressing your intentions; however, don’t forget the takeaways from this article: ask good questions, take notes when appropriate, and remain respectful.
Soft skills are crucial to success; use them to establish an environment of trust and cooperation in your organization.