Building Management Hawaii February/March 2014 - (Page 36)
The (Often Overlooked) Success Factor
Adapting your communication style can radically
improve relationships and help foster team success.
By Nancy Gille
What are "top team success
factors?" No doubt each of us have
our own ideas and answers to this
question. So it is not surprising that a
simple Internet search yields nearly
five million results. Common to many
lists of factors are such things as:
shared purpose and goals, competent
and committed team members, clear
roles and responsibilities, adequate
resources, customer orientation,
collaboration and leadership.
Whether it is too obvious or taken
for granted, one factor that is often
overlooked as a team success factor is
communications.
If you're looking to improve team
success-and relationships, you
could do worse than to study styles
of communication. In fact, research
undertaken by Alex "Sandy" Pentland
at MIT's Human Dynamics Laboratory
found "patterns of communication
to be the most important predictor
of team's success ... as significant
as all the other factors-individual
intelligence, personality, skill and the
substance of discussions-combined."
(The New Science of Building Great
Teams, Harvard Business Review,
April 2012).
Yet all too often, we assume
that the manner in which we
communicate "is what it is" or in
other words our style is fixed. Little
or no thought is given to our ability to
adapt our communication behavior.
And, when one does stop to consider
best communication practices,
a common frame of reference is
something we learn as children: the
so-called Golden Rule. After all, what
could be better than to "do unto
others as you would have them do
unto you?"
Take for example, Samantha
("Sam"), a no-nonsense property
manager who prefers to get down
to business quickly. With a focus
on bottom-line results, Sam's style
is to launch directly into the subject
matter at hand in her emails as
well as face-to-face and phone
conversations. She finds annoying
OPEN
Relater
Socializer
DIRECT
INDIRECT
coMMunication
Thinker
Director
GUARDED
36
February-March 2014
BMH
the vendor or employee who arrives
at a Monday morning meeting and
takes (what feels like) 10 minutes to
share with everyone the funny thing
that happened over the weekend.
And, she has no patience for lengthy
communications that don't get straight
to the point or, even worse, include
personal matters such as "Did you see
..." followed by a review of last night's
episode of their favorite television
show. Sam finds it unprofessional to
waste time when there are decisions
to be made-something she does
with cool authority-and work to be
accomplished.
On the other hand, Logan is
someone who values personal
relationships with his co-workers, and
actively listens to their thoughts and
feelings. From his perspective, time
spent in this manner is a worthwhile
investment. He is warm and friendly,
and it requires no patience on his
part to spend time listening to his
co-workers, vendors and tenants. In
fact, dealing with people who keep
things on a purely business level
leaves him cold. Logan finds it rude
that Sam doesn't even say "hi" when
she phones him before immediately
asking "where is the project update?"
He wishes she would at least say
"thank you" from time to time when
he delivers better-than-expected
results ahead of schedule. For Logan,
taking time to get to know people on
a personal level promotes harmony
and stability. And, unlike Sam, when it
comes to making decisions he likes to
consult others rather than behaving in
a way he perceives as dictatorial.
Sam and Logan are an example of
why the Golden Rule doesn't always
work. Rather than assume that others
want to be treated the same as we
prefer, consider the Platinum Rule:
"Do unto others as they would have
you do unto them." In simpler terms,
it is possible to adapt our behavior
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Table of Contents for the Digital Edition of Building Management Hawaii February/March 2014
ENERGY MANAGEMENT
Engineered Efficiency: A Holistic Approach
Why Host An EV Charger
The New Age Of Energy Metering
Are You On Island Time?
Time To Stay Cool
Through The Tinted-Glass, And What Savings You’ll Find There
SECURITY
Managing Off-Site
Safe & Secure
HVAC: Top Trends
EDITORIAL Notes
An Industry Unites At Expo 2014
The (Often Overlooked) Success Factor
On Site: Men At Work
Building Management Hawaii February/March 2014
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