During lockdown, good conversations with employees and among employees are more important than ever. 

People are looking to their employer and colleagues as the basis of some kind of normality in times that are anything but normal. All those everyday catch-ups – as well as the most difficult conversations that would usually be carried out face-to-face – have to happen remotely. 

For all its challenges, lockdown is also an opportunity for organisations to build a legacy of community and engagement. And at the heart of this legacy will be good conversations based around empathy, openness and trust.

 

Here are some of the best practice rules for good conversations online or by phone:

Allow yourself time to feel ready and prepared, rather than feeling rushed into a conversation. Make sure you’re able to pay attention to the other person’s needs rather than just thinking about your own. That includes making sure the location for a video or phone call at home is private, somewhere you won’t be disturbed (and has a good Wi-fi signal).

For video calls check your background.  Adjust your background and the camera angle so that you are only showing what you are comfortable with showing – and avoid appearing in silhouette with the light behind you, obscuring your face and all those important facial signals.

If there are problems with call quality online, turn off the video and switch to audio. Being able to see each other is really helpful in establishing rapport at the start of a conversation, but can be sacrificed later on to achieve good sound.  

Make sure there’s a fallback option – phone numbers – in case there are problems either end with working the technology, so frustrations over a lack of communication are avoided.

Tone of voice is more important than ever. Warmth of tone helps build all-important rapport, makes people feel at ease, and is way to establish your interest and engagement.

Listen to understand, rather than listen just to respond.

Under stress people are less able to concentrate – people are also less patient, more likely to be irritable – so take this into account and be prepared to be forgiving and supportive.  

Don’t take understanding for granted – it’s better to take your time and re-cap details to ensure agreement on what’s been said.

And when it comes to staying on top of grievances and the potential for disputes among employees trying to work under lockdown conditions: get expert support.