Communication Lesson: Let Them Know What’s Happening
Posted on Friday, August 24, 2007 by Frank Roche
The sign here is at one of my favorite places in Philly — DiBruno Brothers. The store is a high-end cheese and fine foods emporium. Plus, they have some of the best sandwiches on the planet. (If you’re ever near Rittenhouse Square, go to 18th and Chestnut. You won’t be disappointed.)
The sign tells patrons that although the line might look long, it’s only going to take them three minutes to checkout. For people who have never been to DiBruno’s at lunchtime, the line can look daunting. So how smart of them — tell people how long the wait will be. (Disney knew this 50 years ago.)
The communication lesson is simple: Let people know what’s happening and they will be calmer. How many times have you been on an airplane, stuck in your middle seat for hours, only to land, sit on the tarmac, and hear…nothing? That just doesn’t work. Tell them what you know, what you don’t know, and when you’ll know more. If you know the line is three minutes long, say so. If you know something is changing at work, tell them.
I know it’s simple, but communication is most often flubbed in companies because it’s overthought. There’s no such thing as too much communication. But there’s plenty of crappy communication. Don’t do that.
Invoking Lauren Bacall in “To Have and Have Not”: You know how to communicate, don’t you. You just put your thoughts together and…talk.
John Windsor
Aug 24th, 2007
Nice riff on that sign, Frank. Reminds me of seeing signs (yes, plural) in Harrod’s in London, along the trail that led to “Father Christmas” (their version of Santa Claus). The first sign I encountered read “Four hours” . . . Makes three minutes look like a blip.
Frank Roche
Aug 24th, 2007
Hey, John, I’m not sure I could wait four hours for anything, including Santa! That 3-minute line looks long, though, it’s 2/3rds of the store…I have to believe that ge a lot more business by letting newbies know that it’s a short wait.
Have you ever been on a cave tour when they turn off the lights? I went on one and they turned off the lights, waited, then turned them back on. They asked people how long it was…many, including me, said minutes. It was TEN SECONDS. Crazy.
Thanks so much for your great comments…it really adds to the texture of these discussions.
albert
Aug 24th, 2007
i was just listening to something on NPR about the FAA and their horrible communication which leaves airports and pilots looking like idiots. granted, they do a lot of that on their own, but the person on the program yesterday was saying how the FAA will call into a cockpit and say something like ‘your flight is grounded, we’ll tell you when you’re clear to take off’ and then not let the pilot know any kind of estimate. damn airlines and their crunched schedules.
Gary Damiano, SVP Marketing, Workstream
Aug 28th, 2007
The example of being stuck on an airplane tarmac for hours without explanation draws a relevant parallel to communication within the workplace. Delivering HR data is something that every company must do, so the business challenge is not new; however, many companies struggle to deliver the correct information to the appropriate people at the right time. When data is delivered via paper or disparate HR systems, results are often disappointing. Employees continue to report difficulties finding the information they need, which results in lost productivity. The old “time is money” adage applies, which is why many organizations are seeking new tools, such as HR communication portals, that combine cutting-edge content management software with open, easy-to-use facilities to create, maintain, personalize, and deliver information. The result is increased employee productivity, improved communications management, and a far greater return on your human capital investment.
Frank Roche
Aug 29th, 2007
Gary, really great points. It’s not “communicating” when data is tightly held or delivered at the wrong time. Having systems in place to make good management decisions — and motivating employees — that’s value add. As you say, open and easy-to-use, that’s the essence.