If you have been in management for any length of time,  then you should also know that it does not take much to cause animosity, resentment or even real distaste with  people that you manage simply by answering a question.  

I mean just by answering a question, you can cause a host of serious problems.  

You have to remember the old adage, “It’s not what you say, but how you say it.”  

The wrong word or even the wrong tone of a word can cause misunderstandings, ill feelings and resentment, producing communication barriers that cost your organisation tons of money, time, employee retention and eventually a lot of satisfied customers.  

It is essential that you approach and communicate effectively with your front line people.

First, keep in mind that it is extremely easy to inadvertently make people feel belittled or even stupid, when you speak because of your position and experience.  

When people you supervise feel that you talk “down” to them, it makes them fear talking to you or asking you questions.  

Then, small problems that you may have been able to solve quickly, fester and grow to become major obstacles before they come to your attention.  

So how do you communicate comfortably with people without sounding like big cheese?  Developing effective communication skills requires serious training and practice.  

However, here are a few tips to avoid making people feel inferior:

LISTEN

When someone comes to you with that question you’ve heard and answered 1,000 times before and you know what they are going to say before they say it;  normally you may have the tendency to “cut them off” with the answer to their question.  

When this happens you tell them, “I know what you are going to say and what you are thinking!  It is a stupid question.  Take this answer and stop wasting my time!”  This is a mistake.

You may already know the answer before you completely hear the question, but you must let them talk.  Let them get it out and look them in the eye as they explain.  

This question is important to them---hear it!

WAIT

When someone comes to you with a question or situation they feel is important, you do not want to have the answer, the solution too readily available.  

It can not be too easy for you to answer.  

You may have the answer on the tip of your tongue, but don’t let it It pop out.  You can build value in your advice while simultaneously lending credibility to the question, simply by delaying the response a second or two.  

Count to two or three, while giving that, “That’s a good question,” pondering look into the air.  

Then respond with an attitude and tone of voice that projects, “Ok, I think I got it…”  When you do this, you confirm to this person that it was indeed a good question;  something that even YOU the big boss, had to think about for a moment.

CAN I GET BACK TO YOU?

Let’s face it, sometimes you are simply too busy to employ any such tactics.  However, you don’t have to say, “I don’t have time for you now, leave me alone.”  You can still build value and camaraderie by the way you put people off.  

You need to let them know that it is in their best interest that you do not talk to them at that moment.  As an example, (cutting him off) you might say, “Listen, Steve, I think I know what you are getting at, and it is a good point; something we really need to talk about.  

But it’s too important for me to try to figure it out right now, when I only have a few moments.  Let me get back to you first thing Friday when I have the time we need to give this the attention it deserves.”

CAN YOU HELP ME?

You can give commands and orders all day long.  

However, often it is better to ask for help instead.  

When you have to delegate tasks, especially tedious or labour intensive tasks, people can feel like you “dumped it on them:”  They are the lowest employee so you dumped the crap on them.  

A good thing to do is to ask for their help with the project.  You, the big boss, actually needs their help.

Instead of, “Graham, make sure to empty the shredders in the accounting department and dispose them correctly…”  

Try something more like this:

“Graham, I really need your help…  You know the shredders down in accounting?  Well, it is imperative we handle that sensitive information properly.  Could you help me and make sure they are emptied and disposed of properly?”  

You will find that people are much more inclined to want to help you, than to run errands for you.  

Ineffective communication acts like a cancer throughout your organisation; directly and indirectly costing your company precious time and lots of money.  

Communication, however, is a process, and an Effective Communication Process will increase productivity and decrease costs, thereby enhancing your bottom line!

I hope this quick tip is of use to you?