Developing Communication Skills in the Service Industry for COVID and beyond.

Across the service industry, front line employees are facing new demands in communication expectations. State guidelines are asking businesses to enforce mask wearing and social distancing. Procedures are being continually revised to meet safety protocols. Effective leaders recognize these changes are putting new expectations on their teams and as with all expectations, a proactive approach in managing them will mitigate conflicts and foster a positive culture in these uncertain times.

Seeing these challenges as opportunities for development, leaders can empower their teams to handle necessary conversations smoothly and confidently. By recognizing the natural communication style of each employee and having a focus on HOW to communicate, as well as WHAT to communicate, leaders can utilize the strengths of each team member. It all starts with identifying the style of communication. Use the following list to identify members of your team and recognize the value they bring to the conversation. Then plan intentionally to offer coaching in the form of training, feedback, and resources.

THE DIRECT COMMUNICATOR Flip with the lip and delivers straight from the hip

This is the employee who tends to be highly active and task oriented. Normally, their communication style is direct, to the point and may be perceived as a bit blunt. In stressful situations, they may come across as lacking tact and diplomacy. Coach this employee with a clear WHY of safety for all. This will give them a mindset focused on positive results.

Give them strategies of pausing; taking a breath and utilizing the emotion that will best convey the goal of communication. Their direct message will best be received if they are able to manage the intensity.

THE INFLUENCER Inspirational team cheerleader

Also highly active, this employee has more of a focus on people. With their natural warm, friendly, fun demeanor they may perceive holding people accountable as discipline and be uncomfortable with conflict. Being skilled at persuasion, validate for this employee the impact their optimism and energy can have in the situation. Work with them in developing a set script that is focused on positive outcomes and allow them to practice it with you a few times. Help them have a bank of “bullet point” responses to utilize if a situation calls for them to be a bit more assertive in the message.

THE STEADY RELATER Stable, sincere, loyal peacekeeper of the team

Tending to operate at a more reserved pace, this employee has an inherent need to serve and focuses on strong relationships. Patience and empathy are strengths they bring to the situation. Under stress, however, these assets can also become liabilities as they listen, listen, listen and listen. It may be hard to identify when this employee is feeling stressed, as they tend to keep their emotions well hidden. Make sure they are equipped with the logical reasons behind changes and help them articulate how they connect to the greater good. Tactical “bullet point” lists will also be supportive, helping them adapt to a more active, direct style. Follow up often with this person and let them know you are available. Also, recognize the value down time gives to this person in terms of recharging and stress relief.

THE CONSCIENTIOUS ANALYZER In God we trust, all others use data

With a focus on efficient completion of tasks, this employee has a reserved approach and doesn’t place a high importance on the “touchy feeling”. Being able to utilize facts and details will help this employee feel confident in their delivery. Consider providing state and county ordinances to this employee. Allow time for this employee to ask clarifying questions and check in with them as to what is working and what is not working in their communication. Give them the space to problem solve and share your success stories, complete with details and results achieved.

Good comes from all things and each challenge is an opportunity for greater leadership. Through an interactive coaching approach, leaders have the opportunity to engage and improve the communication skills of their team. As with all growth opportunities, the results of this effort will not only improve workplace culture, but extend beyond to the greater good.

If you are interested in discovering the communication styles present on your team and exploring how to best utilize and develop these strengths in your business, please reach out and let’s talk.