How might we keep healthy and effective communication habits?
Disruption is something we all face in our everyday lives; diverted bus routes, delays on the Northern line, our favourite snacks being out of stock, deadlines moving around. Most are menial, some more profound. It’s fair to say that as a collective, we are facing a far higher dose than we might have ever anticipated. COVID-19 has arrived and will be with us for a while. We at Mettle believe that disruption comes with an open invitation to adapt, pivot and come out stronger.
We have all seen and experienced wonderful examples of communities and companies pulling together to navigate this new normal. Turning our attention to ‘work’, whatever that means for each of us, what if we could use this disruption as an opportunity to create a better future? How might we reimagine the way we work?
To ease the journey into remote working, the Mettle team have started sharing and collating our top tips around different challenges. Each week we’ll be sharing tips in one particular area, as nominated by the wider Mettle community. We’ll also be showcasing recommendations from others, so please share with us. Our experiences are offered as the start of a discussion; we’re looking forward to exploring and learning together. We’ve added an interactive page to our website to enable this conversation, check it out next week when it goes live.
First up, we’re talking about how we stay connected to our colleagues. In this remote-working world, how might we keep healthy and effective communication habits?
When there’s no one around to nudge, cross gazes or strike up a conversation with, what’s the best way to communicate with our colleagues? Without access to meeting rooms, cafes or dungeons*, how can we best connect with clients and our teams? We need to be able to connect with each other, but it’s more important now than ever to consider the most appropriate method before reaching straight for that video conferencing button.
The power of instant messaging
Let’s start with the most common of scenarios: you need to check something with a colleague or gauge the general opinion of the room. With shouting out or tapping others on the shoulder no longer an option, think: do you really need an instant answer to the question? If not, conversational platforms such as Slack and Microsoft Teams are your best bet. Whether directed individually or to the masses, colleagues will be able to pick up your question or comment when they are ready, minimising distraction and disruption to their workflow (let’s be honest, incessant interruptions can frustrate us all at times).
Some tips for getting the most out of these conversational platforms:
- Check the channel before you post — do I really need to involve the whole office in this conversation? Has the same topic already been answered elsewhere last week?
- You are the master of your own notifications — if you need to focus on something else, mute your notifications for a while
- Don’t be a pest — avoid bombarding colleagues with repeated nudges or messages — if it’s urgent then give them a call
- Continue the conversation — don’t be afraid to jump on a call if instant messaging just won’t cut it (but make sure others are all set before diving right in)
- Bring the fun — water-cooler chat, conversations about what you’re having for lunch and even little office quizzes (emojis-included): these platforms are great for the informal social aspects of day-to-day working life
What about when we need the dedicated attention of others?
Great, let’s have a video call!
Well, just hold on a second…
Phone calls are not a thing of the past
Calls that tackle difficult challenges or that involve some back-and-forth thinking aloud will often benefit from being voice only. This frees people up to wander around, doodle and fiddle without the pressure of being observed — boosting their creativity and giving them an important sense of freedom. Voice only calls also help to break up the day from what can feel like a never ending slog of staring at other people’s bookshelves/family portraits/gin bars. Whilst you can happily use the same platform that you would for video conferencing, consider using the mobile versions so that you can move freely — and an old fashioned phone call can do wonders!
With this said, it’s worth bearing in mind that it’s harder to build new relationships through voice alone so this is best for colleagues and clients you already know well.
So, what about communicating with these new or unfamiliar folk? Or for when you need to share some visual information? Or when you’re simply missing some human contact?
Okay, now’s the time for a video call
We are innately physical beings and seeing each other’s faces lets us tap into the world of non-verbal communication and helps us to humanise those at the other end of the camera. Video conferencing tools let us bring others right into our room and let us present information beyond just spoken word through screen-sharing. It’s easy to feel like you’re ‘on show’ and we know just how draining long sessions on video can be (just like their face-to-face counterparts) — be mindful of yourself and others, checking in regularly to see how we’re all doing and whether the conversation could be continued elsewhere by other means.
When it comes to specific platforms, Zoom is proving particularly popular with its ability to split into smaller chat-rooms as part of a larger meeting and to record calls for those who miss out. At Mettle, we use Google Meet whilst Microsoft Teams, Skype for Business, and Webex are all robust systems for these visual sessions, too. Each business will typically have its preferred tool and it’s down to finding what works best for each team’s communication and meeting style.
Here are some top tips for effective video calls:
- Show your face — this is your chance for face-to-face communication and helps us form a stronger understanding and sense of presence with those at the other end
- Mute your mic when you’re not talking — the sound of someone rustling through papers or tapping on their desk can be particularly disruptive in meetings between more than a couple of people
- Hunt down some soft furnishings — prevent echoes of your voice and others’ by preventing the sound from bouncing around the hard, empty walls of your home ‘office’
- Be social… — video calls don’t have to be reserved for important meetings and client introductions, whilst we have a daily stand-up in the morning to talk about achievement, plans and blockers in our work at Mettle; we also have a daily tea break to chat about everything and anything else. Could you schedule something similar every day with your team? Can you dedicate some of your meeting time to catch ups and socialisation before you get started on business matters?
- Keep to time — just like any other meeting, plan it into people’s calendars so that they have time to prepare, include robust agendas and keep to the point; timebox social sessions too to avoid them descending into hours of chaos
- Think first — do I really need to disrupt 25 people’s day with this video call for a simple update, or can I send the message out and gather any feedback by other means?
- Don’t be afraid of light relief — seeing or hearing colleagues’ children, laughing at underwear hanging up in the background, cats on video calls — these are all things that have made us chuckle during this difficult time. If things don’t go to plan, don’t panic — we’re all human and it’s pretty entertaining!
Ultimately, it’s all about balance and finding the right mode for the situation. There are no silver bullets and it’s a continuous journey to find what works best for you, your team and your clients. Remember that we’re all in this together, facing the same struggles and bearing the same frustrations. Be transparent about what is or isn’t working effectively for you, and let’s work together to make the best of the situation.
How have you found the transition to remote communication? How are you communicating, and keeping social, with your teams? What challenges are you facing and what have you found to be particularly effective?
* oh, and just in case you were wondering, Mettle is based in Makerversity where one of the meeting rooms is called, simply, ‘The Dungeon’.
