Are digital connectivity issues causing you and your network to lose translation? Here are five tips to get it right.
When we talk to each other face to face, we rely on a variety of visual and behavioral cues to convey our feelings and interpret the reactions of others.
With many of our personal interactions replaced by virtual meetings and digital communication channels, we are forced to rely on reading body language, postures, emotions, and gestures from the screen.
It seems that in the early stages of the pandemic, most workers did well. When we rely solely on text, email, text messages, or Slack conversations, we lose our individuality. The tone is often lost when relying on text alone.
A survey conducted by Forbes and Zoom last year found that 58% of professionals agree that video improves communication between senior management and employees, increasing trust.
However, the downside of digital communication is the frustration associated with a failed conversation, be it email, video, or text.
Through digital communication, two experts share practical steps professionals can take to avoid common pitfalls many of us fall into when communicating online.
1. Listen more, talk less
Ciara Lancaster.
Ciara Lancaster.
“People seek belonging because they are heard and appreciated for our intellectual contributions,” says Ciara Lancaster, Fatigue and Resilience Change Specialist at Reimagine Change.
“But now we need to hone our listening skills and deliberately lean in and display active listening cues such as visible nods and thoughtful comments when prompted.
“It all starts with you shutting your mouth and looking for the true meaning conveyed by the messenger.”
Lancaster says that better listening cultivates psychological safety, which is critical for teams to share ideas, gain market intelligence and resolve conflicts.
2. Be actively involved
Robbie Robertson.
Robbie Robertson.
Robbie Robertson, Virtual Office Managing Partner at Deloitte Australia, led the company's transition to virtual communications.
In the absence of visual cues, such as a nod of acknowledgement in a physical meeting, to show active participation, Robertson recommends using the reaction and chat features.
“Using emoticons gives us the ability to respond emotionally without interrupting the conversation,” says Robertson.
“The smile or thumbs up emoji lets the presenter know they are on the right page without interrupting the conversation.
"You can also show that you're listening by asking questions in the chat feature, which the presenter can look at when they can."
On the other hand, if you are presenting or having a conversation, Robertson suggests two things.
"First, the conscious effort to ask questions gives people the opportunity to intervene and makes the conversation feel more natural—like in a room."
Second, says Robertson, when addressing someone with your question, first says their name.
"This allows the person to respond easily and the rest of the team can listen instead of responding."
3. Control your voice or customize it.
“In 2021, the voice is what will differentiate virtual persuasion from virtual presenteeism,” says Lancaster. Voice modulation is when you choose to be louder or quieter, faster or slower in order to convey your message more effectively.
“Few leaders are brave enough to admit that they are probably not where they need to be and actively improve their skills. It requires a serious test of tone, language patterns, and content conviction.”
Lancaster says that investing in our vocal playing can reduce insecurities, help overcome unspoken fears, and influence others in a more efficient and effective way.
4. Think Before You Write
Lancaster says that in digital communication, it is equally important to pay attention to written communication.
It warns against selfish behavior while respecting the virtual norms of your colleagues and clients.
"Apply the 'platinum rule' - treat others the way they want to be treated," she says.
Lancaster suggests being aware that your team may be experiencing cognitive overload. She says:
Make your emails brain-friendly
Make information readable, understandable and real
Edit Your Content
Use Lists
Limit calls to action
Write your "key question" at the top and bottom of the email for clarity, conciseness, and appeal.
Follow basic etiquette
According to The Definitive Book of Body Language, about 65 percent of communication is non-verbal. When you're not in the video, you miss the emotional cues that come from facial expressions, body language, and behavior.
Robertson says the inclusion
video in meetings shows respect for other people. "The video shows that you've put in the effort and also promotes inclusiveness in meetings."
He also suggests keeping in mind how you present yourself in virtual meetings with a simple mantra: "When in doubt, just consider if you'll do anything in a face-to-face meeting."
For example, you can eat during a video call if you're in a meeting with close colleagues, but not in a professional meeting with clients or the wider team.
"If you're not sure about the dress code for virtual meetings, ask yourself, 'Can I wear sportswear or nightwear in a professional setting?' If the answer is No, don't wear it,” he says.
