March 6, 2017 at 11:59Correct communication on the example of volleyball
Good communication skills are needed by everyone. Life would be much simpler and better if everyone knew how to communicate properly. It would be possible to avoid many problems and have time to do the Great Deeds. Today I will talk about communication for designers, but I suspect that the rules are the same for everyone. So, you received a letter or comment on the work ...
Everything is very simple. It is like volleyball. On whose side the ball - he lost. You received a letter - the ball is on your side, you sent an answer or layouts, or questions - the ball is on the “client” side. A whistle may sound at any time. On whose side the ball - he lost. Try not to keep the ball on your side, pass it to the “opponent” as soon as possible.
12 simple rules:
1. You are asked to do something. The conditions of the problem are clear. If you can’t complete the task in 1 hour and immediately send a solution or layout, then you write a letter: “Hello! I have received a request. The decision will be on Wednesday. There are no questions. ” Send the design on Wednesday.
2.The conditions of the task are incomprehensible or you have questions. You immediately write these questions to the “customer” in the form of a numbered list. It is important to make it clear whether you will start to do something on the task or will wait for answers. The ball is on the client side.
3. In the real world, the phrase “I'll do it in a week” means, at best, “Friday night . ” Never write “in an hour”, “at the end of the week”, “in two days”, “after the weekend .” Write “ at 14:00 Moscow time,” “Wednesday,” “March 21,” and so on. Use absolute time coordinates, not relative. They promised on Friday, but did it on Thursday - excellent! Promised on Thursday, but did it on Friday - bad.
4.This does not mean that if a new task has come, you need to drop everything and do it right away. You need to quickly respond and agree on the date when this task will be done. Designing is long, answering letters is fast. You must answer immediately. Pass the ball.
5. If you want to change the channel of communication - do it explicitly. For example, you received an e-mail and because of the "stupidity" you decide to call on Skype. Reply to the email in the style: “I will contact you via Skype . ” If there is a basecamp request, then you must respond in the same place. Or write there that you go to email / jira / etc.
6. Do not lose the task. Use some kind of system. I use the zero inbox principle. Each unread letter is a task. If I read a letter and have to do something about it, I mark it as unread until the job is done. You can choose any system of your choice. But missed or forgotten tasks are the bottom!
7. It is very important for our “clients” to understand the status of the task. If the task is large, break it into pieces and inform the “client” about the progress of work on each piece. If you have ever followed the tracking of packages - it is very useful and exciting to watch how it goes through all the stages. Let the task become the same “premise”. A transparent process is good!
8.Assumptions should not be made when one can take and directly ask. Something is not clear? Is there a possibility of a different interpretation? Do not analyze. Just go and ask. Homegrown analysts in such situations often create a lot of problems out of the blue.
9. Even if it’s hard for you, you’re tired and in general the day hasn’t been set - nobody is interested. Be polite and positive. Try to put yourself in the place of your opponent. Do not write anything to anyone that you would not like to receive yourself.
10. Information is often lost. Something is perceived with an error, something is forgotten. Do not be afraid that you will offend the intellectual abilities of another participant in the correspondence if you give redundant information or repeat something a couple of times. You will be grateful.
eleven.Put the numbers! If you have several thoughts in a letter, use a numbered list so that you can refer to a specific item. The same goes for pictures. You have drawn several logo options. Make a multi-page PDF and number options. This will help you avoid a meaningless and merciless situation:
- I like the second option.
- Right or left?
- From above!
12. Keep in mind that if you always respond quickly, then you create a Waiting. People will expect that next time they will receive a quick response. And if this does not happen, then they may be unhappy. So you yourself can "drive".
If you follow these simple rules, then your life will be simple and happy. In reality, most of the problems are not due to the fact that you did a poor job. Conflicts arise due to false expectations, due to lost tasks, due to an opaque process.
About the author
Denis Kortunov, Senior Director of Design at Acronis. Formerly co-owner of Turbomilk Studio, organizer of 404 Festival.
Everything is very simple. It is like volleyball. On whose side the ball - he lost. You received a letter - the ball is on your side, you sent an answer or layouts, or questions - the ball is on the “client” side. A whistle may sound at any time. On whose side the ball - he lost. Try not to keep the ball on your side, pass it to the “opponent” as soon as possible.
12 simple rules:
1. You are asked to do something. The conditions of the problem are clear. If you can’t complete the task in 1 hour and immediately send a solution or layout, then you write a letter: “Hello! I have received a request. The decision will be on Wednesday. There are no questions. ” Send the design on Wednesday.
2.The conditions of the task are incomprehensible or you have questions. You immediately write these questions to the “customer” in the form of a numbered list. It is important to make it clear whether you will start to do something on the task or will wait for answers. The ball is on the client side.
3. In the real world, the phrase “I'll do it in a week” means, at best, “Friday night . ” Never write “in an hour”, “at the end of the week”, “in two days”, “after the weekend .” Write “ at 14:00 Moscow time,” “Wednesday,” “March 21,” and so on. Use absolute time coordinates, not relative. They promised on Friday, but did it on Thursday - excellent! Promised on Thursday, but did it on Friday - bad.
4.This does not mean that if a new task has come, you need to drop everything and do it right away. You need to quickly respond and agree on the date when this task will be done. Designing is long, answering letters is fast. You must answer immediately. Pass the ball.
5. If you want to change the channel of communication - do it explicitly. For example, you received an e-mail and because of the "stupidity" you decide to call on Skype. Reply to the email in the style: “I will contact you via Skype . ” If there is a basecamp request, then you must respond in the same place. Or write there that you go to email / jira / etc.
6. Do not lose the task. Use some kind of system. I use the zero inbox principle. Each unread letter is a task. If I read a letter and have to do something about it, I mark it as unread until the job is done. You can choose any system of your choice. But missed or forgotten tasks are the bottom!
7. It is very important for our “clients” to understand the status of the task. If the task is large, break it into pieces and inform the “client” about the progress of work on each piece. If you have ever followed the tracking of packages - it is very useful and exciting to watch how it goes through all the stages. Let the task become the same “premise”. A transparent process is good!
8.Assumptions should not be made when one can take and directly ask. Something is not clear? Is there a possibility of a different interpretation? Do not analyze. Just go and ask. Homegrown analysts in such situations often create a lot of problems out of the blue.
9. Even if it’s hard for you, you’re tired and in general the day hasn’t been set - nobody is interested. Be polite and positive. Try to put yourself in the place of your opponent. Do not write anything to anyone that you would not like to receive yourself.
10. Information is often lost. Something is perceived with an error, something is forgotten. Do not be afraid that you will offend the intellectual abilities of another participant in the correspondence if you give redundant information or repeat something a couple of times. You will be grateful.
eleven.Put the numbers! If you have several thoughts in a letter, use a numbered list so that you can refer to a specific item. The same goes for pictures. You have drawn several logo options. Make a multi-page PDF and number options. This will help you avoid a meaningless and merciless situation:
- I like the second option.
- Right or left?
- From above!
12. Keep in mind that if you always respond quickly, then you create a Waiting. People will expect that next time they will receive a quick response. And if this does not happen, then they may be unhappy. So you yourself can "drive".
If you follow these simple rules, then your life will be simple and happy. In reality, most of the problems are not due to the fact that you did a poor job. Conflicts arise due to false expectations, due to lost tasks, due to an opaque process.
About the author
Denis Kortunov, Senior Director of Design at Acronis. Formerly co-owner of Turbomilk Studio, organizer of 404 Festival.