Point Positive

Business is about workflow. Communication is usually the vehicle driving workflow. Sometimes information and tasks flow sleek and fast, other times clunky and slow or even backwashed.

Advertisements contain directions like, “Don’t miss the sale.” We also see common phrases like, “Please don’t hesitate to call.” Or “Don’t forget today’s meeting.” The truth is, we are wired to rebel. The fight or flight instinct causes us to immediately resist, especially when we here a negative direction or limitation.

So, if we want people to do something, tell them what TO DO instead of what NOT to do. In whitewater rafting, guides call this “pointing positive.” If someone falls out of a raft, guides will always point where to go. This survival skill uses the fight or flight instinct to avoid confusion. The same concept applies to business communication.

When we tell people what to do, the message is clearer and actually less controlling than a negative direction.

The following examples demonstrate how to change negative direction to pointing positive.

• If expense reports are not completed properly, reimbursement will not be completed on time. (Negative, punitive and demeaning)
• If expense reports are completed properly, reimbursements will be issued on time. (Clear cause and effect, allowing the reader to choose)

• Don’t forget today’s meeting at 2pm. (Implies the reader will forget, de-motivating)
• Remember today’s meeting at 2pm. (Simply and clearly sets the direction)

Benefits of pointing positive:

• Fewer words
• Positive reinforcement
• Clearer communication
• Unhindered workflow

Situations where pointing positive works:

• Ground rules for meetings and trainings
• Task directions
• Job-aids
• New employee orientation

Visible Values

How does your organization interpret its core values? Most people interpret core values very differently. Sometimes even conflict surfaces, because we assume our interpretation is correct. Core value statements are typically filled with abstract concepts like leadership, respect, integrity or service. Write Wise Communications empowers clients to transform ideas, like core values, into clear messages.

What do these concepts really look like in the workplace? This edition focuses on communicating core values concretely to drive achievement.

When discussing a core value like respect, some think it means fear. “People respect me because I’m the boss, and they obey me.” This interpretation makes sense, probably because we are bombarded with violent, abusive movies and other media in our society.

Others think respect means to value other people’s opinions, even if they differ. Who’s right? Respect usually means:

• Make eye contact
• Speak softly
• Be polite
• Listen and avoid interrupting
• Try
• Include or involve people (as opposed to excluding them)
• Respond to people
• Use appropriate language
• Avoid talking down to people

What does service mean?

• Calling people back within 24 hours
• Keeping promises and commitments
• Communicating when things go wrong
• Allowing flexibility if people have/need unique circumstances
• Apologize for mistakes
• Move toward solutions instead of getting stuck on the problem
• Telling people what you CAN do, instead of what you CAN’T do
• Picking up the slack when work gets overwhelming

Let’s examine integrity. Some people think integrity means full disclosure. For example, if something breaks, we must tell the customer all the details surrounding the incident. Others disagree, saying we lose integrity by revealing too much. Again, who’s right?

Success depends on getting most employees to agree on what core values look like in the organization. When people interpret core values similarly, we get predictable, consistent results. That’s really what internal and external customers want!

If your organization needs help defining, communicating or acting on core values in a unified way, call us today.