Tips for staying in loop at work

By Anita Bruzzese
Gannett News Service

With e-mail, cell phones, teleconferencing and voice mail, you would think we'd have communication at work down to an art form.

So, how come people seem more confused than ever about what is going on in the workplace? Claiming they are "left out of the loop," both those in management and the employee ranks complain that they feel overwhelmed by information, and aren't really getting the important messages.

Perhaps it's because we've forgotten that in order for technology to be beneficial, we still have to make sure it works for us, not against us. Let's review some of the communication missteps many of us make, and how we can improve understanding at work:

• Walk across the hall. Say you have a quick message to give a co-worker who is stationed about 10 feet away. Do you a) pick up the telephone; b) send an e-mail; or c) walk over and tell the person. If it's a quick message, why not walk over and give it in person? This will not only burn calories, but will serve as a way to connect with the co-worker without resorting to telephone tag or unnecessary e-mails. Not only that, but you might be surprised at the productive discussions that can be fired up when people communicate face-to-face.

• Don't hit that "forward" or "cc" button. Step away from the keyboard and consider whether the person who is about to have information forwarded or copied to them really needs to have it. Stop sending jokes, little "interesting" tidbits or other drivel to busy co-workers and bosses. If you're going to send a copy, always tell the person why you are sending it to them.

• Plan ahead. If you're going to leave a voice mail, leave specific, clear information. Say your full name clearly, provide a phone number (slowly), and when you can be reached. Leave only a brief message about why you are calling. People are always much more willing to return a call if you say something like, "I have two questions, and it should only take about 10 minutes of your time."

• Be accurate. If you're providing information, make sure you have checked the facts, and provide sources if possible, including Web sites or phone numbers.

• Identify yourself. It's a quirk of human nature, but some people get embarrassed if they forget your name. So, they try and fake it, and before you know it, everyone is confused. If you're not well known to a person, or have only met them a couple times, say your name each time you greet them. "Hi, Tom. Nancy Wilson. Nice to see you again," you say.

Also, when you participate in a videoconference or a conference call, make sure you clearly identify yourself when speaking. It can get especially confusing when on a conference call with a few people. Say something like, "This is Claire, and I think ... " This keeps the listeners focused on your message, instead of trying to figure out who is speaking.

• Study your listener. Some people can only comprehend a message if there is something visual to go along with it. If your co-worker can never grasp your ideas without a chart or graphic, try to meet that need. If your boss forgets to check e-mail, but likes having hard copies of everything, then follow that procedure. The key to being a good communicator is adapting to different learning styles.

• Keep it simple. All the technological gizmos available in the workplace can be terrific, and all have a place. But nothing beats simple, concise language from one person to another, whether it's face-to-face, in a written form or via telephone. Always work to keep messages short and to the point, and those in a fast-paced world will appreciate your efforts. As satirical songwriter Tom Lehrer once said, "I wish people who have trouble communicating would just shut up."