Employer & Manager Essentials

The Communication Blueprint

Would you prefer to avoid loss of revenue, anger, or reputational damage?

The answer is simple: Better Communication.

To reduce the risk of poor communication by up to 80%, I have highlighted 20 key points. Applying these principles will lead to a much healthier, happier working environment.

Isn’t that what you would both like? Let’s start:

Always cover your a…s

When instructions are given, always make sure they are noted or received in writing, via WhatsApp or email.

In the event your superior says, “That’s not what I asked,” you have proof in writing. Verbal instructions can be forgotten or misinterpreted; writing avoids these challenges.

Confirming Verbal Instructions

Listen carefully, make notes, then text back the following:

“To make sure your verbal request is carried out 100% according to your instructions, is this all you are asking for?”

Then summarise the request. This reduces the risk of miscommunication, lost time, and frustration.

Once you have received an important instruction.

Depending on importance, always text your superior as soon as it’s done. A superior gives many instructions to many people; don’t occupy his mind while he tries to remember everything he has delegated.

Side Note: For very important tasks, it makes sense to confirm completion ASAP, giving him peace of mind.

At any given time, over 12 of my key people would have received written task instructions.

Every Monday before 9am, my key people send a task sheet:

Completed tasks are noted, and outstanding tasks are updated weekly.

Tasks completed the previous week are then removed.

Handling the “Curve Ball”

If something impacts your ability to complete a task timeously and your superior asks how it’s going, avoid responding with “I had a problem and I’m waiting on feedback.”

Your superior also has deliverables.

By not notifying him early, you place him under unnecessary pressure, risking reputational damage or loss of income.

If you notify your superior as soon as possible, he can often suggest an alternative plan.

Most superiors know how to think outside the box and create a new path.

When you address a WhatsApp message

Always put the topic first, followed by the content.

This avoids incorrect assumptions, especially when multiple WhatsApp messages arrive in between responses and you risk replying to the wrong message.

When receiving an instruction

Always confirm the time and deadline.

Ask: “When would you like this completed by?”

This also applies when dealing with third parties.

If you need something in seven days, collect it within three days. This allows time for corrections if errors occur.

Never wait for others to call you when they are ready.

Always push for the earliest possible delivery.

In today’s environment, urgency is often lacking.

If suppliers mess up, avoid a soft approach – the loudest voice often gets heard.

7.⁠ ⁠Some superiors’ minds move very fast

They can’t excel at everything and may have a short attention span.

They might read half your message and respond without realising the importance of the rest.

If something critical is mentioned later in the message, follow up with clarification, for example:

“Just to be sure you’re happy, should I make the final payment to Puss n Boots for R1,000?”

Wait for confirmation.

If a task will take hours, clarify expectations upfront rather than spending time doing it incorrectly.

⁠When your superior requests a payment

Often, it is expected within the hour.

When passing the request to finance, ensure they send you a POP (proof of payment) once completed.

Never work on assumptions – they are the mother of all problems.

If a payment must be fast-tracked, deal with one trusted person in accounts who understands urgency.

If it’s not urgent, communicate the timeline but still request POP.

When relying on someone over a period of time

If a task will take a week or more, make a courtesy call at the halfway point to check progress.

This allows you to confirm they are on track or implement an alternative plan in time to meet the deadline.

⁠If you are not succeeding with a person

When someone fails to perform a task timeously, escalate the issue to their superior immediately and copy in your own superior.

Do not continue engaging the same person.

Their poor performance can impact your credibility and cause potential losses.

⁠Let money in quickly and out slowly

Always pay the minimum deposit.

Upon completion, ensure you’re happy with the quality and performance before paying in full.

Once fully paid, enthusiasm often disappears.

If money is still owed, people respond quickly.

Don’t be a people pleaser by paying too quickly.

⁠If you have worthwhile suggestions, execute them

Nothing frustrates a superior more than hearing, “Yes, we discussed that in a meeting some time ago.”

What counts more, words or action?

Neutral zone: cross synergies

If you see something that can be improved, even if it’s not in your job description, speak up.

Share your idea and, if possible, implement it.

If not, pass the idea to your superior.

Proactive thinking is often rewarded through promotions or performance bonuses.

Prioritising

One of the hardest skills to master.

To-do lists contain tasks that range from minutes to hours.

Naturally, you start with what’s most important.

I used to rank tasks from 1 to 5:

1 = must be done today

5 = can be done later

I also identify what can be delegated, which often takes only minutes and is done first.

During longer tasks, I reply quickly to WhatsApp messages to avoid financial consequences.

For deep planning, I start at 4 or 5am when distractions are minimal.

The clarity and results are remarkable.

If you have too much on your plate

Tell your superior.

Uncompleted work can cost the company money, create risk, damage reputations, and affect your mental health.

16.⁠ ⁠Don’t be a people pleaser

Be firm and fair.

Third parties will try to take advantage where possible.

It’s your responsibility not to be manipulated.

When asked to communicate with a third party

If your superior requests you to send a message, let him review it first.

This allows misinterpretations to be corrected and gives him the opportunity to add or remove details.

⁠When an important message gets no response

If no response is received and delay could cause financial or reputational damage, follow up through another channel.

Call, knock on the door, or find out who he’s with and alert them if necessary.

When a superior confronts negligence

A staff member can respond with flight, fright, or fight.

If poor decisions are made, your superior often pays the price. He has the right to be upset.

Your response reflects your character.

Don’t run. Take accountability, learn from mistakes, and go the extra mile to correct them.

Be careful relying on formulas

Especially in Excel and financial reporting.

Double-check totals manually where possible.

Review spreadsheets carefully for accuracy.

Ask ChatGPT if needed.

No one has time to do it right the first time, yet there’s always time for damage control the second time.

Every action has a reaction.

PMA.