It happens everyday … a crew member in the field will go off in the wrong direction on a project simply because he or she was afraid to ask for clarification. The only way to remedy this type of behavior is to foster an environment where questions are welcomed and answered completely.
Make it OK for any crew member to say: “I don’t know how to do this” or “I don’t understand.” This is not just about full and complete communication, it is about building trust as well.
As a busy custom builder, it’s easy to assume crew members can read your mind and then get angry and blame them when they fail to do so, or to assume that everyone on the jobsite knows what they are doing and then are surprised when a new crew member appears to not hear your commands. When you take the time to teach and explain to co-workers why you do something the way you do, the results will be much better than if you simply tell them what to do. Teaching requires you to slow down and take the time to really listen. So, if a gruff and short communication style isn’t going to get through to your team, consider what communication style will be most effective. Here are some ideas:
Make sure those around you understand what is being asked of them. Give them an example of what can happen if they don’t clear up any misunderstanding: “Some time back I was in a similar situation where Joe asked me to complete a project and after our meeting was over, I really didn’t get or understand correctly what he was asking, and I ended up not doing what he wanted me to do. So would you mind please telling me what you have gotten from our conversation so I can help you not to make the same mistakes I did?”
You accomplish three things by doing this. First, you are making sure your discussion was understood. Second, you make room for your crew member to ask questions without being afraid of reprisal. Third, you establish accountability. By repeating your discussion back to you, workers acknowledge that they heard and understand what they are supposed to accomplish.
Avoid going on the defensive when you feel misunderstood. Listening or speaking from this state of mind is no way to communicate. Instead, use a straightforward and calm manner, for instance: “I really felt like you were accusing me of mishandling my interaction with the client and this is how it left me feeling.” By communicating directly, molehills will not be made into mountains on the jobsite.
Remember that communication is a two-way street. The person responsible for the quality of any communication is the speaker, but don’t use this as an excuse for not being an effective listener. As a member of the team responsible for a job’s success, you’ve got to speak up when someone’s communication leaves you scratching your head. Maybe the speaker is having a really bad day or is dealing with issues that have nothing to do with you. In any event, an effective listener gets to the bottom of what he thinks was said.
Just one glitch in your jobsite communications can throw off an entire job. From communication between field and office to communication from owner to superintendent to field crew, there are many opportunities for crossed signals on the jobsite. Yet in the custom home building business there is no room for error, especially in today’s tight market.
Former contractor Clay Nelson is a radio talk show host, speaker, and business coach to home builders nationwide. He can be reached at [email protected].
