Communication is Key
We have seen that a lack of sufficient effective communication can lead to unnecessary misunderstandings and escalations, especially between those operating in technical versus business delivery roles.
- Too much communication is often better than a lack in communication.
- Keep in mind that your viewpoint on a situation is entirely unique to you.
- Listening to another point of view with an open mind, will allow you to see situations from an entirely new perspective.
- Learn to listen first before coming to a conclusion on a situation.
The Full Scoop
Have you ever had an opinion that you were certain was accurate, event at times in a subject area that is foreign to you? Have you found yourself speaking more than listening? Are their times when you’ve found a relationship you felt was solid was in fact on thin ice? Lack of communication or the lack of effective communication, can often lead to misunderstandings and unnecessary frustrations.
We once had a customer escalation that was the result of an entirely unexpected series of events. Employee turnover within a Client’s organization, resulted in a series of miscommunications with resources at our company. This led to a number of unnecessary frustrations on both sides. Through proper client engagement and face to face communications, we were able to correct the misunderstandings. It took listening and engaging in a way the business understood, to reassure them of our position and commitment to their strategic goals; some of which were previously unbeknownst to our organization. It also required us to ensure the right resources were aligned to the client, individuals with strong communication and organizational skills.
In technology, it is common for technical resources to not be on the same level of communication as the business. Engineers and developers often view their position from a position of technological strength, based on what they know and what they have done; technically. Accurately communicating this to non-technical business users can be a challenge, as their viewpoint and daily responsibilities are based on the here and now; what they feel is working versus how they feel it could be working.
To bridge the gap between business and technical resources, someone must engage as an intermediary. We call these individuals project, engagement or account managers. Regardless of their titles, their roles are often similar; to ensure expectations are in line between groups with seemingly different viewpoints on situations, priorities and events.
Business owners and managers need to be able to recognize when a client is in need of this additional layer of communication. Those assigned don’t necessarily need to have strong technical skills, preferably they are well spoken, patience and organized; able to empathize with the needs of a business group. Strong listening and communication skills will be key in maintaining a strong relationship, regardless as to how technical some of your resources may be – or their competence on a given technology stack.