The Local Wisdom Communication Philosophy
The digital industry is characterized by teamwork and in any achievement driven projects there will be conflict, obstacles and bad news. This is a simple but effective philosophy that we utilize at Local Wisdom for communicating both internally amongst the team and with clients or outside partners to make certain that we are always as productive and collaborative as possible.
1. Be Matter of Fact
In achieving any group objective there is information that needs to be passed from team member to team member. Speaking factually, directly and self-contained will make sure that the information is delivered correctly and efficiently. For example if a client wishes to move a project’s timeline up to a point where it becomes unrealistic, simply state fact and deliver the message.
“Unfortunately, we are not able to deliver within our level of quality in this timeframe…”
2. Maintain a Positive Attitude
Like I said, there is bad news in any collaborative effort. Communicating bad information in a positive manner will maintain the morale of the project and move past the problem. Likewise, appreciate successes and react to them positively, as deserved. In the timeline example, maintain a positive outlook during discussions of a new deadline so that the conversation remains pleasant and therefore constructive.
“…I do understand your needs and we can accommodate some of them…”
3. Always Move Forward Towards a Consensus or Objective
When there is conflict do not break down the collaborative structure. Maintain a collective attitude and always continue to move forward through the problem to the goal. To do this it is important to always be prepared when encountering a conversation. Before talking be sure to have thought out the options and contingencies that are possible. When approaching the client with the news of the deadline difficulties do not simply say that you cannot meet it, give option. Perhaps suggest proceeding with the project in phases or compromising a new timeline. Focus on forward thinking.
“… We can deliver X & Y deliverable within the timeframe or can we leave the timeframe as it previously was?”
With these three points in mind it is additionally important to create a common language and culture among the team and company. This language is important both for internal communications and when talking to clients and/or partners. Creating a common culture will empower the team both on an individual basis and as a whole as it gives its members a feeling of being part of a bigger picture.
By the way, the philosophy can be used in email and digital communications, but it works best in face-to-face or phone conversations. When dealing with difficult situations, you want to keep it personal and human and that is not achieved well through digital communication.
All of this sounds like common sense, but you’ll be surprised how in the heat of conversations things can spiral in the wrong direction. Keep this in mind and keep the morale of the project as high as possible and make sure you stay productive and successful.