Jonathan Farrington’s Blog

In my mailbox this week was a message from a young guy in Australia who has just taken his first step up into management: His question was quite simply – “What is the most important management trait I should consider developing first?”

Very interesting question because there are several essential traits that need to be developed as early as possible, but choosing just one - the most important, was a “no-brainer” for me and this is an extract of my response to him.

Nothing puts you in the “bad manager” category more swiftly than poor communications skills.

Staff view an inadequate communicator as someone who is unclear, ambiguous, says too little, speaks up too late, or not at all (keeps secrets unnecessarily) and most importantly, someone who doesn’t relate to their viewpoint.

Managers should resolve to communicate:

• Using appropriate methods (memo or meeting, e-mail or notice-board)
• From the right perspective (talk about we not I and put things personally – “You will find” rather than “This is the case”)
• Using good communication principles (keep it simple, make it clear, be precise and succinct)
• Explaining both the what and the why of things.

Communication is one of the most important aspects of a manager’s role and if you feel you need to bone up on it, do so. Ignoring failings or uncertainties risks disaster.

Your early communications will be looked at or listened to carefully. Lines will be read between and inferences about you and the way you do things will be drawn – for good or ill. Take care!

While thinking about communication, make one firm rule for yourself:

Always be courteous to your staff.

The old adage that politeness costs nothing is true. Any temptation that staff may provide to descend into insults or even to be offhand may cause problems and will certainly not engender respect. This applies whatever the provocation – and, believe me, sooner or later if you manage people there will be some!

So, keep cool, count to ten if necessary and moderate your language and your manner.

A final point about communication is that you need to be constantly well informed about what is going on: in your department, around the organisation and in any other area that is important to you.

Never forget that informal communications are as important here as formal ones.

You need to develop a good network of contacts and here I must flag the importance of the grapevine. This exists in every organisation.

• Discover how it works and who is key to its operation
• Get yourself “plugged in”
• Remember that communication is two-way (you must contribute to receive)

Use it constructively: ignore and do not start rumours, use it for firm information, early warning and dissemination and keep your eyes and ears open.

Keep In Touch

Take away communication from an organisation and not much is left. Yet, the subject is often neglected. It is the foundation of a good relationship between manger and staff and thus the basis for success.

Make sure you take action to create good – two-way – communication by, for example:

• Practising MBWA: that is Management by Walking About. Talk to people informally, ask, listen, take note and ensure feedback.
• Regularly informing people of your thinking: by memo, e-mail, at meetings, etc. Tell them what your vision is, what you plan, hope and intend, what’s happening – and how it will affect them.
• Systematise the processes involved: make aspects of what you do formal and regular (e.g.: regular departmental meetings and updates on operational issues).

Fundamental to good management is being seen as open and honest, concerned that people should know what is going on and concerned also to encourage and receive their inputs.

I am looking forward to hearing how he gets on in his first six months in the role!

The latest edition of my newsletter launched this week (if you haven’t read it yet you may do so here ) and as I said within the editorial, 2007 is already really revving up and promises to be an extraordinary year, just when I thought it could not possibly become more hectic; but with hectic comes excitement, opportunity and of course, fun.

Since forming jfa way back in 1994, I have always tried to apply the F.I.P. formula to everything I do i.e. it must be Fun, Interesting and of course, Profitable - however profit is measured.

With F.I.P. in mind - as a founding partner, I am delighted to announce the imminent launch of The Sales Community a fantastic new venture, which, technical gremlins allowing, should go live early next week. You can read all about it here.

The more observant of you will have noticed that the list of recommended article directories in the right hand column has shrunk considerably. This is because I have conducted a “cull” having made the decision that I want to concentrate on supporting sites/directories/communities that provide a proper return on my investment in terms of my time. All of those remaining meet my criteria and provide an excellent service.

Which leads me nicely into my BYOB Business Author Of The Year Award acceptance speech – no just kidding. I can tell you that I was very surprised because I have only been submitting my work for seven months and what started as a minor interest to help me relax away from the “commercial frontline” has become something of a passion and immensely enjoyable and rewarding. I am still a novice and quite overawed – as an author – by the illustrious company I often find myself in.

So again, to David and the readers/visitors of www.buildyourownbusiness.biz thank you very much indeed and I will faithfully try to reproduce work of a similar or even higher quality over the next twelve months.

Ok that is just about it for this week other than to point you towards new articles posted on The jfa Group site: “Transactional Analysis And The Part It Plays In Customer Interaction” – sounds very highbrow but actually the theory is relevant to all of us in the way we communicate with each other. On my personal site – jonathanfarrington.com I outline some ideas on achieving optimum performance levels from your teams – “Getting The Best From The Team”.

Have a great week and do keep those comments coming! - JF

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