By Jennifer Faulkner

Why is it that some people seem to fly beneath the radar when it comes to problems in business, while others get smashed like a bug on a windscreen? I use this analogy because often problems are to a business what glass is to a bug—something you don’t see coming until it’s too late.

The degree to which it affects your business can be reduced through the use of effective communication, established systems and creative solutions.

When it comes to communication…

Humans are, by nature, emotional creatures. Even the best relationships have their rough patches at times and when it comes to business, you don’t want to be the one who throws the telephone across the room. Seriously. I’ve seen it happen. #awkward

Unmet expectations are generally the leading cause of frustration and resentment. It can be hard to communicate with someone from this space because our defences go up—it’s biological. Our amygdala is ready to fire and our sympathetic nervous system is on high alert, set to catapult us into fight mode like a spitball ready to launch through a straw, destined to land at the very place you didn’t intend it to go. Unintended reactions and highly emotive responses lead to damaged reputations, loss of business and relationships. Don’t be a spitball.

The most effective communication in business can be achieved through practising emotional intelligence. This is when you learn to contain your own emotions before communicating with your team, clients or stakeholders. Take a step back from the situation. Take a couple of deep breaths or go for a walk and if you need to vent, call a friend. Release it. Then you can return to the task at hand. If something hasn’t been done right, try to approach the situation with humility, patience and empathy. For example, if you’ve given someone a job and they’ve fudged the task, reiterate the outcome you wanted and ask them if there’s something they need support with to get it done. The instructions may not have been communicated properly or there could be more going on behind the scenes than you’re privy to.

You may be left thinking you must be speaking a different language. Often, we ARE. The words “that’s not what I meant” have become etched in the English vocabulary. It doesn’t necessarily mean either party has done anything wrong. Miscommunication is a regular occurrence in human interactions. It happens because we each have different life experiences which shape our reality and perception of things. Through learning improved communication techniques, we can minimise this risk. Be curious. Pose yourself the question: “Do I know for sure the words I said were received in the way I intended?” Try to speak in a way that is clear and easy to understand. And at the end of the day, there is nothing wrong with saying “hey, these were my expectations for this project and I wanted to make sure we were on the same page…”.

Establish a system that works for your business

I’m not a tech-head so I’ll leave the automation to the experts of the group (you know who you are!). The systems I’m referring to are communication-based strategies you integrate into your business as common practice to ensure everybody is heading in the same direction with corresponding expectations. Depending on the needs of your business, this may include an email outlining the scope of a project, terms and conditions, a consulting or coaching schedule, event dates and times, etc.

As soon as you’ve had a conversation where you’re engaging in business with a prospective client or collaborator, follow up with an email. Not only is this good manners and positive for relationship building, but it also provides you with the opportunity to clarify your joint objectives so you each have a solid baseline to refer to. Along with this email, attach a copy of your well drafted terms. I refer to these as my Terms of Engagement (I don’t like the word ‘conditions’ all that much) and I email them in a PDF format on letterhead addressed to my client. I’m not perfect and it’s taken me 6 months to set up but ultimately, your client has the right to know how you do business. As daunting as it may feel initially, with a little practice it becomes second nature.

In case you’re curious, I begin my terms of engagement letter by graciously thanking my client for engaging me and I let them know they are able to negotiate the terms with me. This helps to ensure they don’t feel locked into something they have no say over. Effective communication is a two-way street. Then underneath headings highlighted by my pretty bold font, I describe things like how many revisions I’m comfortable to include in my price, what my hourly rate is, my payment terms and bank details, what happens in the case of cancellations, and the legal stuff including ownership and assignment of copyright, liability and confidentiality. Many small business owners and start-ups shy away from communicating ‘terms’ to their clients for fear it appears too formal. But, if you are in business to generate a profit (and let’s face it, who isn’t?) then I’m sorry to be the one to tell you, it already IS formal. Most business transactions legally create a contractual arrangement with obligations for both people even if there’s no formal contract. Having it clear from the start helps avoid being the bug on the windscreen.

Foster creative solutions

Finally, one of the greatest gifts of effective communication is the opportunity it gives us to think up creative solutions. In business (and in life), when we approach a conversation with an open mind; truly ready to listen to what another person is saying, we begin to see the situation in a new light. With emotional intelligence and reasoning, we are able to open the lines of communication with the desire to understand where the other person is coming from. In relationships, psychologists might refer to this as a constructive argument because it provides a respectful space to problem solve.

Having a clear understanding of your client’s expectations (and your own) allows you the creative space to come up with an innovative solution. Humans are incredibly innovative. It’s in our biology. Think about it…our cells are constantly evolving and adapting to our ever-changing environments. It’s fascinating! Fostering creative business solutions ALWAYS starts with knowledge of your client’s needs, expectations and objectives. And if you’re not sure, ask.

If you have the ability to be flexible, really hear your client or collaborator’s concerns and come up with a solution that works well for both of you then you will stand out as a leader and the kind of businesswoman people want to do business with. Word gets around—for better or worse. Always aim for better, your business will thank you for it!

Jennifer Faulkner is a Communication Specialist at Word Symmetry who works with passionate, purposeful professionals and entrepreneurs. With a solid background in corporate and legal, she now uses her superpowers to help her clients communicate with their audience in an effective, authentic and meaningful way.

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