Don't let porcupines gobble up your business

By Annie Waite, North American Editor of the Internal Comms Hub, Melcrum

"In the wild, porcupines eat bark from tree trunks, especially near the base, thereby killing the trees. In business, if internal communication isn’t in place, a company’s foundation is in peril. Eventually, with enough employees gnawing at the foundation, the company will topple," says Roger Hall of Porcupine Communications in an article in the Nova Scotia Business Journal today.

Roger lists 4 steps to keep communication critters from taking over that I thought I'd summarize and share with you here:

1. Address the problem: This means actually sitting down and talking face-to-face with the other employee or department head. E-mail communication, which certainly has its place in business, should not be used for this step. Remember that everyone interprets the same problems and opportunities differently, depending on job responsibilities. Therefore, approach the conversation as an advice session, as in, “I know I aggravate you when I do ________. How can we overcome this situation?” Listen intently to their words and observe their non-verbal language. When people feel listened to and respected, they’ll be more willing to work with you toward a solution.

2. Tell the truth: Eliminate half-truths and “spin” from the conversation. Forget about excuses and admit any fault you may have in the problem. Explain how the problem affects your attitude and work performance, as well as that of your department. Promote two-way communication by asking open-ended questions

3. Identify the true origin of the problem: Is there a flawed or missing procedure? Is another party unknowingly involved? Is a technological glitch part of the equation? This digging may take some time to unearth the real problem, but it’s definitely worth it. Don't play the blame game—someone or something is at the root of the problem. The sooner you find out what it is, the sooner you can resolve whatever issues plague your organization.

4. Take steps to solve the real problem: Once you know the true source of your angst, you need to deal with it head on. Go to the source of the problem that you’ve uncovered. Confront that person or department in the same productive way: Be direct and honest and explain the situation as you see it. Ask how the source can help you resolve the problem. You need to display courage and take the first step to bridging whatever communication gaps exist in your company.

But realize that this isn’t a one-time fix. Your internal communications process must be perpetual in order to succeed. So keep the open and honest communication going at all times, and always remember to dig deep to uncover the true challenge that’s holding you back. When you do, your employees and co-workers will foster better relationships.