How often in a day do we hear leaders talk about "closing the gap" – whether it's about capturing customers or changing financial trajectories? Now, it's our turn to close the gap for leaders by making sure they understand the key questions that all employees have.

In a recent survey of more than 100 communication leaders in the US and Canada, we learned some interesting insights – from a communicator's perspective – on the communication competencies and skills of leaders.

The 5 biggest gaps between the skills leaders should have and those they actually have are in the areas of:

1. Listening
2. Checking for understanding
3. Considering evaluation
4. Considering the audience
5. Understanding employees’ strategic communication needs

Here's how you can help leaders tackle these barriers to good communication.

1. Listening

• Don't save the questions for employees. Incorporate questions into your leader remarks to engage employees and hear what’s on their mind.
• Remind leaders every time they say something to follow-up with a question.

2. Checking for understanding

After leaders communicate, have them ask questions to find out whether the message was heard and understood. For example:

• "Of what I just said, what resonates with you?"
• "What does this mean for you?"
• "What are your next steps?"

If the answers aren't on track, more communication is needed.

3. Considering evaluation

• Most leaders love to measure when it comes to financials and operations. Translate communication measures into business terms (e.g. they wouldn't enter a new market without data).
• Develop a communication scorecard to measure communication results and tie metrics to the business.

4. Considering the audience

Work with leaders to list the different audiences they're trying to influence and understand their needs. If we know where a person is coming from, we can better influence their actions. Engage the leader in:

• Discussing where each audience is coming from (what's their perception of the topic, what else is on their mind, what communication needs do they have?).
• Outlining what each audience should Think, Feel and Do, so the leaders' message creates awareness (Think), then inspires emotion (Feel), which drives action (Do).

5. Understanding employees' strategic communication needs

• Make sure leaders understand the 8 key questions all employees have.
• Help leaders understand that when employee needs are met, they'll be more productive, engaged and get better results.

Now's our chance to be strategic business counselors and help close the gap for leaders so they can be even more effective leadercommunicators.

See you next month.

David Grossman, ABC, APR, Fellow PRSA
President and principal thoughtpartner™, dg&a
Email me: dgrossman@yourthoughtpartner.com

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