Workplace Communication: 3 Powerful Ways to Create An Open Communication Culture

Many organizations loudly champion a culture of genuine and open communication in the workplace but only the greatest team-builders really walk the talk. They understand that by building a culture of trusted communication, they ensure the people around them feel valued and heard. 

So, how can leaders create that strong internal communication with their clients and employees that is built on open dialogue, mutual trust, respect, and honesty?

Effective workplace communication: Focus on coaching vs. criticism 

If you are mentally pointing a finger at an employee when you discuss things that need to be changed (you need more training, you blew that sale, you were unprepared, and so on), your teammate is going to instantly put up a wall and get defensive. But if you mentally extend a hand instead (here’s what I’m seeing, share your challenges with me, how can I help? what do you need from us to be successful?), then there is a much greater chance that your message will be received in good faith and that positive change will be made. 

It’s easy to criticize. It’s much harder and much more worthwhile to coach instead, to offer a towline that lets your teammates know you believe in them. Consciously think about extending a hand to your teammates when behaviors need to change instead of pointing a finger. You will be closer to your goal and be a more well-respected leader at the same time.

Building trust: Connect to the person before the point 

Any salesperson or manager worth their salt can rattle off a list of their product’s or service’s features and benefits. But the most consistently high-achieving performers understand that building trust and developing a platform of human connection and openness with a client is the key to any productive and effective communication. By that, I mean the kind of communication or meeting where you don’t just walk away from saying, “Well, I gave a great presentation. I hope they go with us.” I’m talking about the kind of communication or meeting that you walk away from with a real understanding of why they like your product or service, why they have used your competitor’s products for so long, or what it’s really going to take to get their business. How great would that kind of trust, honest communication, and connection with a client be? And how useful is that kind of information? In essence, you walk away with the blueprint for your future success.

The most experienced teammates (that’s what you are during any kind of client interaction) know that you must connect to the person before the point. In order to build the trust that will open the client’s mind and heart to you, there must come a moment in which they know that you care about them as a person and not just as a sale. If people like you and trust you, they will want to give you their business, and they will tell you exactly what you have to do to get it. 

Conversely, if you haven’t created that necessary bond up front, whether it’s something as small as mentioning that you like their watch, commenting on their office photos from their safari, or noticing an award their company has won and congratulating them on it, your product or service—no matter how great it is—will never see the light of day. This isn’t rocket science; it’s humanness.

Boosting employee morale: Remember the aluminum can theory

Alan Brunacini, the long-time chief of the Phoenix Fire Department. Wrote something in an article that really stuck with me: “Anything you say in the heat of battle, when you’re just looking to crush someone and go in for the kill, is like an aluminum can… it will stay in the environment forever.” That is so true. All of us can remember something that someone once said to us during an argument or confrontation that caused such a deep wound that we will never forget it. Once those hurtful words are out floating around with the flotsam of the universe, they can never be taken back, and they will always remain. Sometimes it’s just a chip off the bedrock of trust that you had, and sometimes it’s a huge boulder. But in every case, your loyalty and trust are undermined. 

Why do we let those aluminum cans out of our mouths? To win. For our ego. To feel better in the moment because we have crushed the soul of someone and won the fight. A fantastic victory, right? Nope, never. That person will never feel the same way about you again. Your voice, saying these words, is playing on a rolling tape in their psyche forever. We all get frustrated, and we all want to scream or strangle somebody every now and then. But a great team builder will never let those aluminum cans out of his or her mouth. It’s never worth it. If you want to build a positive work environment and a strong company culture, you need to be the bigger person, be the graceful person, and the people around you will respect you even more.

Now conversely, there are also positive aluminum cans, and those should be flying out of our mouths all the time. But strangely, as adults, we’re shy about doing that. Why is that? Why not tell a colleague how amazing she is, or what a terrific job he did or how you really admire this or that about her? We’re great when it comes to telling our kids these things, but hey, we adults are kids who just happened to get taller, grow more skin, and put some life experience under our belts. We all love to hear why we’re special, or what people think we’re great at or how we’ve changed someone’s life. Yet we so rarely hear it from anyone. 

As a team builder, make it your mission to create a positive work environment by throwing out at least one positive aluminum can every day to your teammates, and watch the bedrock and trust strengthen and deepen. Throw one to your wife or husband, kids, colleagues, coaches, friends – all of them. If you are the light for people, a place where they feel good about themselves, you’ll be amazed at the enduring bridges you’ll be able to build.