Communicating with Staff in a Hybrid World
by Subomi Plumptre
My former boss taught me something about the military.
According to him, when a superior officer gives an instruction to a subordinate, the direct report must repeat what they have heard and understood.
This is because, in the military, the cost of misunderstanding is high and can lead to loss of lives. Therefore, it’s not enough to communicate; it’s crucial for the message to be explicitly documented and understood.
My former boss used this analogy to explain how information should flow in the workplace. This method of “communication by confirmation” has become standard practice in my own company.
Communication Challenges
Seamless communication is vital when you operate a hybrid or remote work environment. For instance, in my company, we rely heavily on Zoom meetings, emails and chats, where it’s difficult to read body language.
Only a subset of people process information effectively in written form, so much can get lost in translation.
Language, education, and comprehension barriers also distort information in a remote company. You can’t pop into someone’s office for a quick clarification, and many people grow weary of calls and checklists.
Additionally, working from home comes with distractions. People multitask during video calls. Some use AI notetakers, which means they never develop the retentive memory that comes with writing.
So, hybrid or remote companies struggle with forgetfulness. Project managers are overburdened because time is spent reminding adults about their tasks. Checking items off a shared digital task list can feel burdensome for many.
In light of these challenges, here are my recommendations for seamless organizational communication:
- Adopt the military’s communication-by-confirmation approach. As a manager, insist that your team members write things down and then state what they’ve understood. Don’t end a call or chat until you’re certain the instruction has been understood as intended.
- Encourage writing by hand or with a digital pen. The act of writing can enhance comprehension and recall.
- Document all tasks and assign clear owners with timelines. Focus on deliverables, not processes. For example, a client meeting is a process, but the outcome is a sale. Prioritize outcomes.
- Make managers responsible for tracking deliverables. The cost of failure is higher for them than for associates. In tech, for instance, the project manager documents tasks, not the developers.
- Check in periodically before critical deadlines. Despite all communication efforts, some individuals may still misinterpret instructions. Catch and redirect them before they waste too much time or resources.
Thank you for reading.
As a manager, insist that your team members write things down and then state what they’ve understood. Don’t end a call or chat until you’re certain the instruction has been understood as intended.
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For more, read Communication in Customer Service
