Directive communication is an essential part of our influencing armory, helping us equip and develop those we are working with so we can create positive results, improved performance and increased confidence. These five principles can help you use directive communication confidently and effectively, while maintaining respect and courtesy.
Every day we encounter different communication styles. Without consciously labelling communication behaviours, we quickly become aware of the different ways in which people prefer to communicate. And these communication styles are typically reflective of leadership style, because our leadership is delivered largely by the way in which we communicate (or don't communicate).
Directive communication is a challenge for many people. And it's not just those assuming leadership roles who say they struggle with it - many people say they want more directive communication from those leading them.
Directive communication is the style we typically need when communicating with those who have low-levels of knowledge, ability and confidence or motivation around a task. They need clarity of expectation and direction, not lots of explanation, alternatives, options, or invitations to provide input. In fact, as well meaning as those approaches may be, they can frustrate, confuse and irritate.
The clarity that comes from simple, direct communication gives confidence because it reduces potential confusion.
Somehow though, being direct in our communication has become synonymous with being "rude" or "aggressive". So the communication "safety zone" often becomes a sort of request, wrapped in some nice reassurance and gentle suggestion, sometimes with an invitation to provide input thrown in for good measure. Which can get a bit confusing for someone who just needs to be told what to do!
The more words we use the more confusing a situation gets for someone who doesn't know a whole lot about it. But just saying "I want you to do this, in this way and by this time" somehow feels ... too blunt, maybe a bit authoritarian, or just plain wrong. And yet we can all think of situations where that's exactly what we want - "go here, get this, do that, come back". Easy!
It certainly beats "Here's the thing ... so it would be really good if we had someone who could ... and that would mean .. so there's no one right way to do it, but what I've found is that ... blah, blah, blah ..., so what do you think?". On the receiving end there's so much decoding and interpretation having to be done that an otherwise simple message can get awfully complicated!
Of course, there are situations where lengthy explanations are necessary and where asking for input is definitely the way to go. But those approaches are wasted and even resented when someone simply needs direction or instruction related to a situation.
And of course we should always be courteous and respectful in our communication, no matter what style we use. Courtesy and respect do not need to be compromised when we use a directive style - in fact, being direct with someone can show that you respect their capacity to be communicated with in a mature "adult to adult" manner.
Five basic principles for using directive communication
- Get attention
No one is waiting in "standby mode" for you to come along and start talking to them. So make sure you enable them to focus on you and your message by ensuring you've got their ears, eyes and mind focused before you start giving instructions.
- Make sure the communication channel is clear
The attention step certainly helps in this regard, but some channels of communication are stronger than others. And it's important to manage the communication environment.
For example, talking to someone in a busy, crowded, noisy place is going to increase the potential for distractions and therefore for information to be lost or missed. Clear communication channels mean your information can be transmitted with as little interference as possible - and that feedback can be sent to you in the same way.
- Keep it simple and be specific
The more familiar we are with a subject the easier it is for us to make assumptions, use jargon and speak in generalities - and therefore confuse the person we're attempting to influence. Former US Secretary of State Colin Powell says that "great leaders are almost always great simplifiers" in the way they communicate. It can help to prepare your message.
Ask yourself what the listener really needs to know (and that also means identifying what they don't need to know) and what the key information is. And remember the checklist: who, what, when, where, and how.
- Check for understanding
Simplicity and specifics help ensure clear transmission, but it's also worth asking if the person is clear about your expectations. Do they have any questions? You may even want to ask them to summarise what you've requested. One of the most ignored realities of communication is that while we "transmit" information, "meaning" is constructed in the mind of the receiver of the message. You need to be as sure as you can that the constructed meaning is the same as the meaning you intended.
- Follow up
Sometimes, with the best of intentions, people don't follow through on requested actions. Or they do what they think you wanted but ... "missed it by that much, chief" as Maxwell Smart used to say. So, the effective leader makes sure to follow up and confirm that the task has been completed to standard. This follow up is more than just "checking up". It shows your interest in, and the importance of, the task you've directed the person complete. It also offers a great opportunity to acknowledge performance, improvement and achievement, and build confidence.