7 Keys to Inspired Leadership

I sit in an airport, having just noticed that my flight is delayed two hours. It’s an interesting airport as my gate is blocked off while domestic flights land. The sign on the glass doors that hold us back from C43 says it will open at 9:30ish. The “ish” obviously has a lot of latitude as my question to an attendant at 9:50 garnered me an explanation of the sign’s purpose. The whole concourse was let in on the secret at 10:10. Many individual questions were asked before the attendant thought it was prudent to share this information via the intercom system.

Communication is very cheap so why is it we’re so reluctant to communicate? Two attendants were hovering around Gate 31 during the time travelling bodies began collecting at the closed doors. The available concourse seats were quickly filled. Both attendants chose to ignore the collecting masses and never shared information. The “ish” sign never got changed so “9:30ish” expanded to cover a lot of time. There was lots of chatting between attendants at the desk but little communication with the customers. All this inadequate communication came from an airline that prides itself on announcing that their staff members are owners and safety and service are their strongest desires.

How are you doing in your business? Are you communicating what you should, when you should? Information is an empowering commodity and it’s not to be horded because of lack of awareness or consideration. It took the attendant less than 30-seconds to make the clarifying announcement and she repeated it within five minutes. For another hour the line of people waited for the doors to open and no other announcement was made. I gather those already in line were expected to pass the information along.

Do you have standard announcements you make over intercoms or via other electronic devices? If you do, remember your audience isn’t necessarily familiar with your information, lingo, or jargon. The audience just may benefit from a slower, more pronounced way of speaking. The same two attendants rattled off their door and boarding announcements so quickly and so indistinctly they were hard to hear, let alone understand.

Be clear, concise and distinct with your communication. Your audience will love you for it. Well, they’ll at least appreciate you for it and they will know what is expected from them. Remember, when you communicate the listener is the most important partner in the conversation. If you doubt that and feel it’s what you have to say that is the most important, you’re wrong. You are communicating to get someone to learn, do or accept based on your information. It’s about what you want the other person to do, so the communication is about them, not you. Don’t be stingy with your information. Share it to those who need it. Share it often, clearly and concisely.

Remember; don’t announce how proud you are of your service and horde information from your customers—internal and external. Information is power that is meant to be shared!

Garth Roberts