How you can make the hardest thing of all a little easier for everyone

It has not been a straight or particularly planned path, but somehow I ended up in the e-commerce industry. Fun for me, because it is enjoyable. It is also often quite tricky. Lots of technology, hundreds of different platforms, and constantly new buzzwords to try to understand and perhaps form an opinion on.

There is however one thing that is harder than all the rest, and that is communication. Even though we do it all the time, we think. There is a very well-known quote that goes: "the single biggest problem in communication is the illusion that it has taken place." It is well known precisely because it is true. Even when we actually say something, it is by no means certain that it reaches the person we are talking to, at least not in the form we think. Misunderstandings, different frames of reference, level of knowledge, concentration. Everything affects how the receiver perceives what we say.

I have driven many e-commerce projects. The only thing that is true for absolutely all of them is that things will happen that no one counted on. That does not have to mean problems, but if you as a group cannot communicate with each other, the risk is significantly greater. That is why I think it is worth taking a little time to think about what you can do to create a good foundation for communication, especially at the start of a new collaboration. 

Now, I do not mean a grand communication plan. That is of course something to do too, but this is about the details of the everyday. The small things, which I think make the big difference. Here are a few tips, useful in life and at work.   

1. Ask all your stupid questions

If you do not understand or are uncertain whether you understand, say so. Ask for a new explanation or restate what you have understood to get confirmation of whether it is right or wrong. Often, I would almost say always, there are more people in the room who also are not following but do not dare say anything. Just by risking looking stupid you can save many meetings from ending in loose ends and uncertain decisions.

Sometimes you may understand exactly what is being said, but notice that someone else in the room does not. Take one for the team then, restate what you have understood in other words, or ask for clarification anyway. 

Another advantage of this is that in the long run it creates safety in the team. If someone dares to ask the stupid questions, it will spread. My strong conviction is that safety also creates efficiency. If you are not afraid to ask questions, you also will not sit stuck with your problems as long.   

2. Keep the channels alive

Something of an addition to the above: ask more questions in open channels. Many people use various chat apps today, like Teams or Slack. It can seem tempting to take your questions in DM with different people you feel safe with. But think sometimes whether it might not be wiser to write it openly so everyone can see. Partly, more people may engage in answering the question, and partly it can help more people understand more of the whole and get knowledge about the challenges you are facing as a group.

I also find that it contributes to a positive feel in the team when things happen in the shared channels. Regardless of what is written, it is positive that things are moving. Say good morning every day, ask questions. Communication is contagious.    

3. Make sure to use inclusive and simple language

There is no reason to make things harder than they already are just to sound smart. Say what you mean, use simple words, be clear about who you are addressing. It is not that important to always write or speak correctly, the important thing is that people understand. 

If you expect someone to act on what you write or say, make sure it reaches them. Do not expect anything to happen unless you have had it confirmed. "Someone" doing something always means no one is doing it. Someone has to be a name. 

The phrase "I took it for granted that you would do that" you have surely heard, or perhaps said. Surely I have too. But do not take anything for granted, make sure to get confirmation. Otherwise you can take for granted that things will fall between the cracks.   

4. Acknowledge your own mistakes

Do not try to hide when you get something wrong. Rather, say that you got it wrong and what you learned from it. That makes more people dare to admit their mistakes, and you spend less time cleaning up things that come to light much later. Because it always does. It always ends up in someone's lap in the end to sort out what went wrong. 

Make sure mistakes become a natural part of what you talk about as a group. Then they do not have to become a big deal. It contributes to a good culture where the team develops and individuals dare to challenge themselves.

As a bonus, you also minimise the risk of more people making the same mistake you did.  

It may sound simple. But showing vulnerability and risking looking stupid is much easier said than done. If you succeed, it will be worth it.