Today technology provides us the opportunity to communicate at the speed of light. In addition, technology provides a myriad of vehicles from which to deliver our messages. We have texting, emails, fax, web-conferencing, Instant Messaging and cell phones. It seems that we can avoid talking with anyone face-to-face for months on end. Yet, according to a worldwide study commissioned by Cisco, involving 862 business leaders representing 19 industries, suggests none of these are the preferred method of communication.
Findings of the study indicate that
- In-person communications is important to business leaders
- The lack of real time communications hinders business process
- Miscommunications are a true business risk
- In-person communication is important to engagement
- Business leaders are making an effort to increase in-person communication
This in-person communication revelation applies to communicating with colleagues, partners/suppliers and customers. In-person communication creates opportunities for
- Better problem solving and opportunities
- Building longer term relationships
- Better for sharing sensitive information
- Enhances understanding
- Opportunities for brainstorming
Despite these positive benefits of in-person communication, non in-person communication still accounts for as much as 60% of business communication. Even scarier is that electronic means of communication is a challenge to productivity, creates business exposure risks, presents more opportunities for miscommunication even in critical situations and negative outcomes abound. However, there are times, according to the study, that in-person communications is more critical than other times.
Above average needs for face-to-face meetings, include project kick off meetings, first introductions, brainstorming sessions, managing problems, crisis management and coaching. Average needs include contact renewals, strategic planning, meeting new clients, developing project plans and contract agreements or expansions. Encounters requiring less face time include project starts with a new team [which seems to contradict the above average need for a project kick off meeting], project updates and sub-group meetings.
Even though we’ve been communicating in some manner for eons, we still can’t seem to get it right. Using in-person communication in a strategic manner appears to be a “new” tool in the winning the war in communication. We are all well aware that building relationships is a critical tool in business. This applies to both our internal and external customers equally. Good internal customer service always spills over to external customers. Therefore, business leaders should use face-to-face time that might include one-on-one interactions, but meetings and town hall style venues as well. This is particularly true in times of change.
To access the study go to http://www.cisco.com/web/telepresence/economist.html
Graphic Credit: Big Stock
