THE COSTS OF POOR COMMUNICATION

By
Education & Training with Performance Development Strategies

What we have here is a failure to communicate.  That line from Cool Hand Luke sums up one of the big problem—our communication does not work.

I recently met with the leaders of one of my Westchester County New York organizations to present results of an employee survey. The staff felt that there were a lot of changes, but the staff also felt that management was not keeping them informed. Productivity almost always suffers in times of great change because employee stress dramatically increases due to the universal fear of the unknown. Often senior executives genuinely believe they are communicating with employees when it comes to matters that affect them. Unfortunately, they often underestimate the number of matters that includes.

The real estate industry is not exempt from this.  There have been mergers and many changes.  When this happens, can you say with certainty that you know what is important to your team and what to tell them? The only way to know is to put yourself in their shoes and see thing from their position and mindset. Think to yourself, “If I were hearing this information what would I be worried about right now in the current situation?” If you were that person hearing the message what would be important for you to know? What is the worst thing that could happen, and would you want to know about it in advance? How would you want to be told?

How would you be answering these questions? You can’t answer the questions without the input from your staff—the people affected by the changes. Depending on how much you can discuss, or how much is already known, you might ask a few individuals what the grapevine is saying, and what people are worrying and wondering about.

Now, armed with this information, draft the answers to the questions. Of course they must be truthful answers, for insincerity is easily recognized and will deal a deathblow to your communication efforts. Then they must be couched in terms that are clear and uncompromising, but also considerate and compassionate. It's worth spending some time on this part. Lack of commitment to your message is also easily read and will automatically raise the cynicism level among employees.

You should carefully consider the media used to communicate your message. The way a person receives news can dramatically affect how he or she feels about it, so you need to choose the medium very carefully. E-mail can be perceived as cold and unfeeling in many cases, although it is useful for routine updates that don't have emotional overtones. Some messages are better spoken, either by managers to their groups or by the CEO to the whole organization.

If the messengers don't have highly developed communication skills, it's worth engaging services of people can coach them in the tools of two way communication. The message must remain honest, clear, and compassionate.

 

Communication

And above all, follow through on your commitments and promises. Nothing turns employees and agents off more than empty words. Sincere, caring, ongoing communication can form the basis for building employee engagement when the present time of turmoil ends.  For a similar post on our website see DO YOU FEEL SOMETIMES YOU HAVE A FAILURE TO COMMUNICATE?

Could you use assistance in developing clear communication?

Contact Us for a Free Consultation

or call 914-953-4458.

 

 

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Re-Blogged 4 times:

Re-Blogged By Re-Blogged At
  1. Roy Kelley 08/20/2018 01:00 AM
  2. Debbie Reynolds 05/24/2018 05:00 AM
  3. Debe Maxwell, CRS 05/24/2018 01:51 PM
  4. Joan Cox 07/02/2018 04:59 AM
Topic:
Real Estate Best Practices
Location:
New York Westchester County
Groups:
Coaching and Mentoring
Tags:
costs of poor communication
improving communication in westchester county ny
getting input from staff giving communication
communication coaching in armonk ny

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Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Kathy - the communication is larger organization is always challenging.  There are enough people that you have to consider every one of those viewpoints or filters that they have.

May 23, 2018 04:09 AM #23
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Lisa -  yes, that is right.  And some of them do understand but need to think more before communicating.

Endre - yes, compassion and empathy are so important.  Yes, I think age does that.

May 23, 2018 04:13 AM #24
Ambassador
2,245,624
Robert Vegas Bob Swetz
Realty ONE Group - Las Vegas, NV
Las Vegas Henderson Homes for Sale

Hello Grant and yet another wonderful post full of some great information.

What I find in the RE industry with agents is they want to do all the talking and don't want to listen. I think if they zipped their mouths more when clients are talking they would be more productive and create better communication.

May 23, 2018 09:06 AM #25
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Vegas Bob - Oh yes, that is a big problem.  Not enough listening.

May 23, 2018 10:56 AM #26
Ambassador
3,905,804
Debbie Reynolds
Platinum Properties - Clarksville, TN
Your Dedicated Clarksville TN Real Estate Agent

I deliver mediocre news via email but good news and bad news is in person or via phone call. 

May 23, 2018 07:21 PM #27
Rainmaker
3,583,618
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.346.1799 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Grant Schneider ,

I read this when you first posted and I'm glad to see Debbie Reynolds re-blogged since the AR Gods are asleep and haven't waived their wand with a gold star!

May 24, 2018 05:28 AM #28
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Debbie - it is really important to deliver difficult or bad news in person.

Dorie - thank you so much.  I appreciate that.

May 24, 2018 07:06 AM #29
Rainmaker
3,198,719
Sheila Anderson
Referral Group Incorporated - East Brunswick, NJ
The Real Estate Whisperer Who Listens 732-715-1133

Good morning Grant. This is spot on and very well written. Yes, we are always communicating.

May 24, 2018 07:07 AM #30
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Sheila - indeed we are communicating in every action we take.

May 24, 2018 07:18 AM #31
Ambassador
2,804,467
Debe Maxwell, CRS
www.iCharlotteHomes.com | The Maxwell House Group | RE/MAX Executive | (704) 491-3310 - Charlotte, NC
Charlotte Homes for Sale - Charlotte Neighborhoods

Great post, Grant! I totally agree - communication is such an easy thing to do and I think I'll die trying to understand the poor communication phenomenon!!

May 24, 2018 01:39 PM #32
Ambassador
3,721,272
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Hi Grant

That's a great line that says so much! Sometimes it's what said, sometimes it's how it's said, or when, and then sometimes it's not said at all. So many things can get in the way of effective communication, including emotions, and what people hear versus what the communicator believes they are saying can sometimes be very different. Good communication is certainly a key component of our business.

Jeff

May 24, 2018 06:21 PM #33
Rainmaker
2,912,671
Sally K. & David L. Hanson
EXP Realty 414-525-0563 - Brookfield, WI
WI Realtors - Luxury - Divorce

Poor communication has no place in any business...and there are sooo may ways that things can be misunderstood without making them "perfectly clear."

May 25, 2018 03:08 AM #34
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Debe - well it is very easy to have mis communicate.  Sometimes you don't realize unless you ask.

Jeff - I really can't think of any scenario which effective communition is not important.

Sally and David -  so many ways including what we don't realize.

May 25, 2018 06:31 AM #35
Rainmaker
362,677
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL Real Estate GRI, SRES,GREEN,PSA

Grant, this is a really great message you have shared with us, Thanks.

It is not just in real estate, but every area of life, that we find the lack of or very poor communication.

Great lessons to be learned.

May 25, 2018 07:45 AM #36
Rainmaker
1,433,905
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

I'm glad I no longer have to worry about staff - only have to worry about keeping myself motivated.

May 25, 2018 12:52 PM #37
Rainmaker
2,995,109
Michael Jacobs
Coldwell Banker Residential Brokerage - Pasadena, CA
Los Angeles Pasadena Area Real Estate 818.516.4393

Hello Grant --- another smart and spot on post. Bookmarked. 

May 26, 2018 09:34 AM #38
Rainmaker
927,369
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

So true, if you say you're going to do something, do it!  

May 26, 2018 09:12 PM #39
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

John - thank you.  Yes, communication helps everywhere.

Marte - so that are a few less communication issues for you.  Of course, you tell us about communication in words.

Michael - thank you very much and thank you for bookmarking it.

Jan - that is the very least you can do.

May 27, 2018 03:56 AM #40
Rainmaker
540,391
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

Where is the applause button? I cannot think of anything that causes more stress and conflict that lack of clear communication.

May 30, 2018 02:26 PM #41
Rainmaker
1,647,454
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Pat - you are spot on.  That has been my finding as well.

May 31, 2018 01:05 PM #42
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