Ruby Newell-Legner - 7 Star Service
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Communicate Like a Real Leader

communicate like a leaderThroughout my travels, I hear the same question over and over again: “How can we improve communication within our organization?”

You’ve probably heard this educational philosophy: Tell me, and I’ll forget.
 Show me, and I may not remember. Involve me, and I’ll understand.

When it comes to interoffice communication, the most successful leaders often are those who interact with their staff rather than do all the talking. Employees know their leader cares about their input; therefore, they help control the direction of their work.

Communicating effectively with employees allows them the opportunity to express concerns or problems, as well as receive answers, share expertise and develop as staff members.

Communication within an organization is the skill leaders lack most. So here are two key communication tactics to make successful leaders also successful communicators:

1. Encourage Brainstorming

Successful leaders involve people in finding new ways to achieve goals. They also understand that when they reward their staff for offering solutions to problems, they’re empowering creative and independent thinkers.

A great way to promote a healthy dialogue with your employees is to ask what they think should be done to resolve a given situation and then build a discussion around those possibilities.

Researchers have found a direct correlation between how involved employees are in the decision-making processes within their department or team and their overall morale, motivation and job satisfaction. Companies and departments with a higher level of employee involvement in decision-making also show higher levels of employee motivation and satisfaction.

2. Create Effective Communication Channels

Whether you are keeping staff updated on changes within your organization or sharing details of an upcoming event, it is important to consider the delivery method. Here are some questions you should ask yourself:

  • What are the key points that I need to get across?
  • Would this be better delivered person to person, in a meeting, over the 
phone, in a written memo, in an e-mail or in a newsletter?
  • What might be going on in employees’ heads as they receive this information? Are there unresolved feelings that could cause this information to be misconstrued?
  • Did I include all the information that they need to be successful in their role?
  • Did I deliver this information in a way that will let them comfortably pass it on to others, whether it be coworkers or customers? What unresolved questions might they have?

Keep these points in mind, and you’ll improve communication throughout your department.

(Photo by iStock)

About Ruby Newell-Legner

As a Fan Experience Expert, Ruby helps leaders in sports, leisure and entertainment build strong teams between front line staff and management, and make exceptional customer service a way of life. She has consulted with and designed customized training programs for more than 60 sports and entertainment venues, 80 leisure facilities and 29 professional sports teams. From the only 7 Star Hotel in the world to Convention Centers, from Denver to Dubai, Ruby brings unprecedented expertise and insight on how to create a service culture that motivates employees and promotes customer loyalty and retention.

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