Communication is one of the most important areas of your life. It is important to have the ability to communication with compassion.All of us are having to adjust to the way we live at levels we would never have anticipated as recently as a month ago. While no one knows how long the spread of the virus will last, we do know that science will ultimately find ways to treat and potentially prevent the occurrence of COVID-19. Although our lives may return to some sense of normal, our priorities and behaviours will inevitably shift.
A few tips for mastering compassionate communication
- Focus on the person: If you wish to build trust and compassion in your relationships, it is more important that you begin with a focus on the other person. When you do this, you can develop a thorough understanding of them and their needs.
- Transparency: The unknown can produce anxiety for almost anyone, especially in this climate. Right now, as a population, we know so little about what the future holds. Communicate how the business is faring, the key challenges it faces, and how you are adapting.
- Empathy: It sounds simple and perhaps obvious, but practicing empathy is key in this moment. Not knowing the plan forward, we all need one another right now. The most important thing to do is make sure the people within your company know they are supported. Listen to those who need someone to confide in. Emphasize that we will support them as best we can. Communicating collectively and individually is the only way to understand how those feeling the most vulnerable are faring; it’s when they will be the most forthcoming.
Showing empathy doesn’t just mean simply asking someone how they are doing. It means trying to understand what that person is going through and working with them to find solutions.
- Flexibility: Each of us is experiencing this moment differently. Some of us are thriving, and others are experiencing the emotional roller coaster. As much as we might wish, we cannot accommodate all problems or meet all needs. However, we can be flexible. Now is not a time to be rigid in how we do things. It is a time to show our willingness to accommodate all reasonable requests through an increased level of flexibility in how we implement our policies.
Flexibility can come in many forms, but the message you want to convey is “we understand.”
We understand if you are feeling really anxious and need to go for a walk. We understand that you may be feeling overwhelmed by work and not being with your family. We understand that you won’t have a draft done by the end of the day because you have been pulled in multiple directions.
- Avoid Assumptions: Assumptions are the major source of stress and conflict. You are not a mind reader, nor is anyone else. When another person does, or says, something which you disagree with; don’t assume that you know their reasoning. Rather than make assumptions, you can politely ask them to explain. If you don’t get an explanation, do the compassionate thing and accept that the other person must have their reasons.
- Do not rush to respond: When you rush to respond, you show that you haven’t really attempted to understand the other person. Wait until they have finished speaking to consider your response. In case, you think you need more time to consider your response, say so. Allowing yourself the necessary time to respond is necessary for compassionate communication. It demonstrates that the conversation is important to you and you want to give it the consideration it merits.
- Action. Listen to your employees, digest what they are saying, and act accordingly. None of the above means anything if you do nothing with what you have heard. Employees care about their companies doing two things. First, give them a platform to speak. Second, demonstrate that their input has been heard by taking action.
What leadership teams do in this moment will define employee attitudes well into the future. How you support your employees’ emotional and professional needs at the most challenging times will go a long way to building support among your workforce and your reputation as a preferred employer. The longer you take to act, the harder it’s going to be to achieve the desired outcome. So, start now.