Effective Communication: R&R Explains why consistency creates effective communication
By Ian Richardson, Managing Partner, Richardson & Richardson Consulting LLC
Inspired by Thursday Process with guest Emily Glass, CEO of Syncro
One of the biggest roadblocks at my old MSP was communication. Upset client relationships rarely stemmed from us doing “bad work” – My team was qualified, our processes were fairly defined, and the technical knowledge was absolutely present to deliver a secure, reliable, accessible network experience. Invariably, the way we would fail could be traced to a lack of effective communication.
When it came to my team and people not performing as expected, the same root cause would occur. I, or the leaders I had delegated to, failed to effectively communicate key concepts. The importance of process and adherence. Where our company was going and what it meant to the team. How people were succeeding, and where they should focus their improvement efforts. This lack of understanding created tension that was avoidable pain, and one of the biggest lessons I’ve taken away from my time leading that organization.
Why Consistency Creates Effective Communication
I had the opportunity to sit down with Emily Glass, CEO of Syncro, a MSP focused RMM and PSA solution, on Thursday Process last year, and she had a great piece of focused knowledge she shared during our conversation. Emily mentioned that for the leader, communication SHOULD feel repetitive – you’re going to be saying the same words over and again across multiple mediums. Remembering that your team might be “hearing” the words for the first time (either because they’re brand new, or because it is just now registering) is key to making sure you keep your eye focused on what matters.
After 20 or so years in business, I do truly believe that above all other areas, a CEO’s first job is “communicator in chief” for an organization. Both to clients and the community at large, as well as for the people who make up the team, the CEO must lead the charge on communication.
Final Thoughts on Effective Communication
I had the pleasure to sit down with Dr Larry Little, one of the world’s experts on communication, a few times over 2022 (On our MSP Exits series available here, as well as appearing hosting him on WIN and appearing on his Podcast, Crossing the Line). Larry and his team at Eagle Center for Leadership have developed an amazing toolset called “Making a Difference” that makes effective communication approachable and easy to understand for all involved. I’m happy to announce that I have pursued and been accepted as a certified facilitator of this program. Feel free to grab a slot on my calendar link below if you’d like to chat about it more.
If you’re finding that communication to your team or customers is less than ideal, wondering if your leadership team might be misunderstanding each other, or trying to figure out how to get started on improving communication, Richardson & Richardson can help. Check out our case studies for stories of organizations that we’ve assisted with similar issues and download our white papers for deep dives on tools you can use in your organization. If you’re wondering where to start, book a complimentary session with one of the Richardsons today to come up with a plan on how to move forward.
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