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The Behaviors that Destroy Communication in Workplace (and How to Avoid Them)

The Behaviors that Destroy Communication in Workplace (and How to Avoid Them)

I’m going to kick this article off by giving you examples of two kinds of people: these are generalizations of course, but the idea here is for you to get a clear picture in your head of these people and see how that makes you feel. Who knows—maybe you’ll see yourself in one of these examples, as self-reflection often comes in unexpected places, and realize that there are a few things you could work on. Then again, let’s not get too lofty.

The Worst Guy 1:

Heather storms into your office (or cubicle or what have you), and says “Please tell me you’re ready for the meeting this afternoon. I hope you are, because I haven’t had time to get any of the work done. I’ve been so slammed with this extra project that Jack gave me, you know Jack right, the head of marketing? Well, he gave me this project to work on and I just haven’t had time to prepare for this meeting, so you’d better be on the ball because we don’t want to look stupid do we? Anyways, it’s not like you’ve been busy have you, I mean, what do you make thirty two a year…?”

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As you can imagine, it goes on for a bit longer, and you don’t manage to get maybe one or two words in, if you’re lucky. Heather, in this example, is far too aggressive. She barges in and starts yapping without any regard to what you may have been working on or what you may have been doing. Not only that, she is completely unprepared for a meeting and expects you to carry her. To add icing to the aggressive/annoying/obnoxious cake that she has brought into your office, she says that the reason that she isn’t prepared is because she was given this extra project and, in a way, is implying that she is special for having been chosen to do it.

Basically everything about this approach to communicating in the workplace is wrong.

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The Worst Guy 2:

You’re at the machine in the copy room, making sure there are enough flyers advertising the softball team to go around (keep in mind that these are just examples and it doesn’t matter whether there is a softball team, or if you work in a real office, at all). Gary walks in and stands behind you. He hasn’t announced himself yet, or tapped you on the shoulder, but you know he’s there. You also know that he’s the shy sort and likely won’t announce himself, so you turn around. “Heya, Gary” you say. “Oh. Hey, you” he responds. “So. I know that we have the end of quarter analysis coming up and that we’re all going to be busy, but, I don’t know, do you think that you could hurry up with that spreadsheet? I mean, you don’t have to. I guess. I could do it. It’s only, you know, I have this vacation coming up and, well, I did kind of want to take it before the next quarter. I guess I don’t have to, go on vacation I mean, it’s just that…”

This isn’t as bad as Heather, for sure, but nearly. Gary, in this case, is much too passive. In fact, he’s well beyond passive and bordering on milquetoast. For those of you who don’t know what a milquetoast is, it’s the perfect way to describe people like Gary: wishy-washy pushovers who don’t seem to be able to stand up for themselves, but also can’t help but play the victim.

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Again, the examples were drastic, but the point was to get the type across. When dealing with office relationships you can’t come off as too aggressive (it never pays to be on everyone’s “people to kill” list), and passive doesn’t work either because you’ll never get the respect that you deserve.

There is a fragile balance in the workplace where communication is concerned, especially at modern shared workspaces where you may not be speaking to someone in the same company.

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Here are some short-but-helpful tips to keep in mind when it comes to coworker communication:

  1. Get to know your coworkers—taking the time to befriend the people you work with is time well spent, believe me. It’s always nice to have someone on your side, and a friendly work environment is more productive.
  2. Look for the positive—everyone has faults, but it’s often the case that someone’s faults can become positive attributes, when focused through the right lens.
  3. Goals are the key to a successful business relationship—this goes for clients as well as coworkers. If you find yourself having difficulty communicating with someone, approach them and try to find a common goal you can both work towards. You’ll be surprised how quickly the differences between you fade.
  4. Stand up for yourself—there always comes a point, unfortunately, when looking for positive traits, and commons goals just doesn’t work. It’s then that you have to stand up for yourself. Don’t submit to the Heathers of the world who expect you to do their work for them.
  5. 5. Keep the dialogue open—this goes for everyone. Whether you are having a phenomenal time with Heather, or are about to nudge Gary out of an open window, the lines of communication must be open; between you, your coworkers, and your boss. This is easier said than done, I know, but well worth the effort in the end.

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Published on March 20, 2019

How to Write a Powerful Mission Statement for Your Business

How to Write a Powerful Mission Statement for Your Business

Have you ever felt lost in the minutia of your job?

As a business owner, I can relate to getting bogged down in the day to day operations of my business. Things like inventory, payroll, scheduling, purchasing and employee management take up the bulk of my day.

While these things are important and need to get done, focusing too much on the details can make you lose sight of the big picture. This is why having a good mission statement comes in handy.

What is a Mission Statement?

Put simply, a mission statement is an internal document that provides a clear purpose for the organization. It provides a common reference point for everyone in the organization to start from.

In other words, after reading your company’s mission statement, managers and employees should be able to answer the question “What are company’s main objectives?” For example, Southwest Airlines mission statement reads:[1]

“Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.”

In this single statement, Southwest conveys the company’s goals of providing the highest level of customer service as well as providing a good working environment for their employees.

Mission Statement VS. Vision Statement

While the mission and vision statements are related, there are subtle but distinct differences the you should be aware of.

First of all, a mission statement is designed primarily as an internal company document. It provides clarity and direction for managers and employees.

While there’s nothing wrong with sharing your company’s mission statement with the outside world, its intended audience is within the company.

While a mission statement provides a general framework for the organization, the vision statement is usually a more inspirational statement designed to motivate employees and inspire customers. Going back to Southwest Airlines, their vision statement reads:[2]

“To become the world’s most loved, most flown, and most profitable airline.”

This statement inspires good feeling from the customer while motivating the employees to achieve that vision.

What Does a Good Mission Statement Look Like?

When coming up with a mission statement, it’s important to take your time and do it right. Too often, people (especially entrepreneurs) just write down the first thing that comes to mind and they end up with worthless or (worse yet) a generic mission statement that is utterly useless.

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Remember, a mission statement should provide a common framework for everyone in your organization.

When writing a mission statement, you should always try to incorporate the following;

  • What we do?
  • How we do it?
  • Whom do we do it for?
  • What value are we bringing?

Now, you can see how tempting it is to just come up with something generic that ticks off those four boxes. Something like “We provide the best widgets available online for the consumer.”

After all, that did check off all the boxes:

What we do? Provide widgets.

How we do it? Online.

Who do we do it for? The consumer.

What value we bring? The best widgets.

The problem with this mission statement is that it could apply to any number of companies producing the same widget. There is nothing to distinguish your company or its widgets from any of your competitors widgets.

Compare that mission statement to this one:

“We provide the highest quality widgets directly to the consumer at an affordable price backed up with a 100% satisfaction guarantee. If our clients aren’t 100% satisfied, we’ll make it right.”

What’s the difference?

Both mission statements answer all the same questions of what, how, whom and value. But in the second statement, they are differentiating their company from all other competitors by answering the question “what makes us unique”.

Another way to read that is, “Why you should buy from us.” In this example, it’s because our widgets are of the highest quality and we stand behind them 100%.

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You might have noticed the statement didn’t say that we sell widgets at the lowest possible price. That’s because we are emphasizing quality and satisfaction over price.

A different company’s mission statement may emphasize selling widgets at the lowest possible price with little to no mention of a guarantee.

Hallmarks of a Good Mission Statement

1. Keep It Brief

Your mission statement should be no longer than three sentences. This is not your company’s magnum opus.

You should be able to distill the what, how, who and why questions into a succinct message.

2. Have a Purpose

A company’s missions statement should include the reason it even exists.

Make clear exactly what the company does with statements like “We strive to provide our customers with …….”

3. Include a “How”

Take this as an opportunity to differentiate your company from its competitors.

How do you provide a product or service that’s different or better than how your competitor provides it?

4. Talk About the Value You Bring to the Table

This is where you can really set yourself apart from the competition. This is the “why” customers should buy from you.

Do you offer the lowest prices? Fastest delivery? Exceptional customer service? Whatever it is that sets you apart and gives your particular products, services or company an advantage talk about it in the mission statement.

5. Make Sure It’s Plausible

It’s okay to shoot for the stars just to settle for the moon, but not in a mission statement.

Being overly ambitious will only set you and your employees up for failure, hurt morale and make you lose credibility. You will also scare away potential investors if they think that you are not being realistic in your mission statement.

6. Make It Unique and Distinctive

Imagine if someone who knew nothing about your business walked in and saw how it was operating, then they read your mission statement. Would they be able to recognize that mission statement was attached to that business? If not re-work it.

7. Think Long Term

A mission statement should be narrow enough so that it provides a common framework for the existing business, but open enough to allow for longer term goals. It should be able to grow as the business grows.

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8. Get Feedback

This is very important, especially from managers and employees.

Getting their input can clarify how they currently see the company and their role within the organization. It’s also a good way to get people “on-board,” as studies show that people are more likely to go along with an idea if they feel included in the decision making process beforehand.

9. Review Often and Revise as Necessary

You should review the missions statement often for two reasons.

First, as a reminder of what the essence of the company is. It’s easy to forget when you are in the day to day grind of the business.

And two, to make sure that the mission statement is still relevant. Things change, and not everything can be anticipated at the time a mission statement was written.

For example, if a mission statement was written before the advent of the internet, a company that use to sell things door to door now probably has a website that people order from. You should always update the mission statement to reflect these changes.

The Value of Mission Statements: Why Go Through All of These in the First Place?

It may seem like a lot of work just for a few sentences that describe a company, but the value of a well written mission statement should not be discounted.

First of all, if you are an entrepreneur, crystallizing the what, how, whom and value questions will keep you focused on the core business and its values.

If you are a manager or other employee, knowing the company’s basic tenants will help inform your interactions with both customers and colleagues alike.

Strategic Planning

A relevant mission statement acts as a framework for strategic planning. It provides guidance and parameters for making strategic decisions for the future of the company.

Measuring Performance

By having the company’s mission in a concrete form, it also allows for an objective measurement of how well the organization is meeting its stated goals at any one time.

Management can identify strengths and weaknesses in the organization based on the criteria set forth in the mission statement and make decisions accordingly.

Solidifying the Company’s Goals and Values for Employees

Part of a well run organization is nurturing happy and productive employees.

As humans, we all have an innate need for both purpose and to be part of something larger than ourselves. Providing employees with a clearly defined mission statement helps to define their role in the larger organization. Thus, fulfilling both of these needs.

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Now I’m not saying that a mission statement can overcome low pay and poor working conditions, but with everything else being equal, it can contribute to a happier and more productive workforce.

To Hold Management Accountable

By creating a mission statement, a company is publicly stating its highest values and goals for the world to see. By doing so, you are inviting both the public and your employees to to scrutinize how well the company lives up to its ideals.

So if you state that you only provide the highest quality products, and then offer something less, it’s fair for both the public and the employees to question, and even call for a change in management.

If management doesn’t take the mission statement seriously, no one else will either; and the legitimate authority that management rely’s on will be diminished.

To Serve as an Example

This is the opposite side of the coin from the previous statement. If the highest levels of management are seen taking the mission statement seriously and actively managing within the framework of the statement, that attitude filters down throughout the organization.

After all, a good employee knows what’s important to their boss and will take the steps necessary to curry favor with them.

Finally, use the company’s mission statement as a way to define roles within the company. You can do this by giving each division in the company a copy of the mission statement and challenge the head of each division to create a mission statement for their respective departments.

Their individual mission statements should focus on how each department fits in and ultimately contributes to the success of the company’s overall mission statement. This serves as both a clarifying and a team building exercise for all parts of the organization.

Final Thoughts

Developing a mission statement is too often just an after-thought, especially for entrepreneurs. We tend to prioritize things that we perceive will give us the biggest “bang for our buck.”

Somehow, taking the time and effort to sit down and think seriously about the what, whom, how and value of our business seems like a waste of time. After all, we got in the business to make money and become successful, isn’t that all we need to know?

That mindset will probably get you started okay, but if you find yourself having any success at all, you’ll find that there really is such a thing as growing pains.

By putting in the time and effort to create a mission statement, you are laying the groundwork that will give you a path to follow in your growth. And isn’t building long term success what we are really after?

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Featured photo credit: Fab Lentz via unsplash.com

Reference

[1] Southwest Airlines: About Page
[2] Fit Small Business: 10 Vision Statement Examples To Spark Your Imagination

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