© John Safin, May 10, 2009

Written by John Safin

A message that is clear and understood by all parties – the sender and receivers – is called “communicating.” An example of a confusing message is trying to tap your head while rubbing your tummy. There are too many ways a message can be altered or simply stopped through its normal progression; otherwise we would never know the semi-famous phrase “Can you hear me now?” An outside influence is typically out of your control. Create success from within your business by communicating verbally and visually.

One of the objectives of a business owner or manager is to maximize the productivity of subordinates. Your employees know the company’s expectations for personal conduct and workflow processing. Are you following the same procedures or do you bend the rules a bit?* This is one area where confusion can sabotage operations.

Here’s an example: You’re looking at a wall painted blue with a sign that says “This wall is pink.” You know the wall is not pink. Is the sign written incorrectly or did someone use the wrong color paint?

Here’s a more realistic example: According to procedure, petty cash is to be reconciled at the end of each day. There is a manager on duty (MOD) with a shift leader covering for someone who called in sick. The MOD decides not to count petty cash at the end of the shift because she’s in a hurry to go home. The shift leader happens to see this. The next day, the shift leader is closing the store and wants to go home early. He chooses not to count the petty cash bank. The MOD discovers this and reprimands the shift leader for failing to follow procedure. How would you feel in the shift leader’s position?

Make sure your words and your actions are saying the same thing. Employees can learn good habits as easily as bad habits. Leaders lead by example as much as any other method. Show them you always do things the good way.

This applies equally to independent contractors or single-person sole proprietor businesses. You set an example for yourself. When you began your business methods and procedures were established. After taking one “short cut,” the next short cut becomes easier, as does the next one, and the next one, and the next, etc. The way your customers perceive your business will alter as your operations change, and this might be measured by diminished revenue. You are the example for your entire business…and your customers are watching.

There are benefits to being the owner, CEO, or manager - rank has privilege. Simply establish an operational standard to cover any situation so it is understandable to everyone.

All of this is simply a means to create a consistent method of processing assignments and completing tasks. This communicating a single message and the follow-up with corresponding action is a component of a successful organization. The outstanding ones make it look easy. It is up to you to make it happen with your company.

Okay…you can stop tapping your head and rubbing your tummy.

*NOTE: This assumes company policies and procedures were conveyed during the new employee orientation…and that your company actually as a new employee orientation procedure. If not, create one before you hire another person. Contact this author for any assistance with creating an employee orientation program.

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