ENHANCING MUTUAL UNDERSTANDING THROUGH ENGAGING COMMUNICATION
Engaging communication is becoming increasingly popular. But what is it exactly? And is it more than just a buzzword in HR circles? We asked Hilde De Man, responsible for psychosocial aspects of working relationships at IDEWE, to explain the concept. As the largest external safety and prevention service in Belgium, IDEWE focuses on prevention and protection at work.
What does ‘engaging communication’ mean?
De Man: “This new concept is related to ‘non-violent’ communication. Engaging communication is aimed at the desired behaviour, but also takes into account the specific differences and needs of interlocutors. Understanding the need or emotion behind a particular behaviour goes a long way. Mutual understanding is helpful, but this kind of communication does require some practice.”
Why is it so difficult? Don’t we automatically communicate in an engaging manner?
De Man: “People tend to mix up facts and interpretations. We interpret and jump to conclusions and bring our assumptions to a conversation. Or we base our behaviour on unfounded interpretations. In an engaging conversation, you can check and adjust these interpretations. Imagine you’re upset because equipment has been left in a meeting room. In this case, it may be helpful to express your need for order and structure in a conversation. You feel annoyed by the mess that was left behind. Expressing your desire for order will enable your colleague to better understand your angry response.”
Is engaging communication more difficult to achieve in case of online meetings?
De Man: “I think so. Online, we tend to focus on completing our task efficiently. You still see each other, but it is harder to read non-verbal reactions, let alone identify them on screen. We also set aside less time after an online meeting to inquire from colleagues how the meeting went for them. You can address this problem by starting the meeting with a check-in and by asking how everyone is feeling. Another area of attention is identifying non-verbal communication. If someone is frowning, ask them why. It can also be helpful to conclude the meeting with asking the participants for their opinion.”
Does this mean that engaging communication becomes even more important?
De Man: “Certainly, because in face-to-face meetings, we are increasingly adopting online meeting practices. Meetings are getting shorter, more efficient and more task-oriented. This leaves less space for informal chats. However, paying attention to the emotional aspect ensures that a primary human need is met: the urge to fit in and feel connected with others. Involvement in the wider process and with other people was negatively impacted by COVID-19. For this reason, engaging communication is key. It brings people together.”
What may be the consequences of a lack of connection?
De Man: “A lack of involvement and solidarity is bad for the functioning of a company. A common objective motivates people, but this motivation decreases if involvement is lacking. If you are given a task online without properly understanding why it is important and what need it fulfills, your commitment will be smaller. I’ve noticed that since the pandemic, people have often opted to meet alternately online and face-to-face, exactly to reinforce this commitment. It is also advisable to be more aware of when and how meetings are held. This awareness makes it possible to provide more space for a check-in and informal chat during online meetings.”
What is the role of managers?
De Man: “Engaging communication is the responsibility of both managers and employees. Both groups need to become familiar with it and implement it within their organisation. In this respect, training is of interest to all parties concerned. At IDEWE, all new employees receive compulsory training. By undergoing training together, everyone can practise together and address one another in this common language.”
What about colleagues who are not part of a permanent team?
De Man: “One option is to determine the work groups they are in and making the members of these groups feel connected. For more autonomous colleagues, a weekly session can be scheduled to find out how they are doing and involve them in the wider process.”
Can Whatsapp groups enhance informal contacts between colleagues?
De Man: “They can help, but it pays to check how everyone feels about them every now and then. It is also important that all members of the team are included and no-one is excluded. You can lay down some ground rules for the use of Whatsapp, for instance not at the weekend. Because this connection can sometimes create additional pressure and become a stress factor. That’s why it makes sense to establish a framework.
Never Work Alone 2023 | Author: Nouchka Roelants | Image: Shutterstock