by Steve Adubato, PhD

All of us in the world of business are trying to keep a positive attitude and a stiff upper lip in these difficult and troubling economic times. We root for the stock market and we look at unemployment figures, but more importantly we obsess about our own bottom line and how we are going to make payroll, contribute to our employees’ pensions and pay for escalating health insurance premiums.

Interestingly, much of the economic turmoil around us is beyond our control. However, what IS within our control is how we communicate as leaders to key stakeholders, both within our organization as well as to key clients, customers and prospects. With this in mind, consider the following tips and tools when communicating to those who matter:

--Make sure that when you are leading a meeting you do it with a positive attitude. Don’t allow for the negativity around us to put you in a negative frame of mind. That doesn’t mean you are oblivious to what is going on, but you can’t allow yourself to be a victim of it. If you do, rest assured your communication will depress those around you and de-motivate those who would otherwise perform on a much more productive level. Remember, what happens to us matters, but how we deal with it matters so much more. In many cases it is our attitude that often dictates our altitude.

--Don’t wait for a client or customer to call you with a complaint or a concern. Be proactive. Have a list of your top ten clients/customers and e-mail them on a regular basis saying; “Just checking in, Bob. I read that article about your company and wanted to know if there was anything I could do to be helpful...” Better yet, place a call to them directly and communicate the message that you are there, ready to help if they need you. These spontaneous (but strategically timed) communications matter a great deal.

--Be more responsive than ever in all your communication. In these difficult economic times, the easiest thing to do is not renew an account or look for another vendor because the one you have “isn’t responsive enough.” We’ve all heard complaints of customers who say “it takes forever for them to get back to me.” Even if you don’t have an immediate answer or you can’t solve the problem on the table, being responsive communicates that you care, and in these times, caring counts a lot.

--Do a serious assessment of the players on your team. Evaluate their pros and cons and be specific in the process. Don’t just complain about “Bob’s performance.” Communicate to Bob directly. Let him know; “Bob, it has taken you too long to get the Jones’ report on my desk. I need it by the end of business today.” This kind of direct communication helps avoid confusion in the workplace.

--Finally, take a closer look at your own communication and ask three or four trusted people, both in the organization as well as a client who knows you well, the following questions; What are my three greatest strengths in the way I communicate? What three specific areas could I improve? Insist that these folks give you a direct answer and let them know you are doing it because you want to get better. We can hope and pray that the economy will improve, but when it comes to communication a hope and prayer don’t equal a real plan.