The importance of feedback
When I visit New York, one thing I love about travelling in the New York City Subway, is that when a train is delayed for whatever reason, even for a couple of minutes, the driver promptly gets on the P.A. system and announces that there will be a delay. The driver then goes on to explain the cause of the delay (if this is known), and tells the passengers the anticipated wait time. I find this very reassuring.
Contrast this to travelling in Melbourne, where I live. Oftentimes, a train will suddenly stop, as it nears the destination, and just stand there, motionless for minutes at a time. Precious minutes that can feel like eternity in the morning peak hour. People start to get agitated and quizzically glance at one another. Their thoughts start to run wild – is there an accident ahead? Is there a fault? How long will it take to resume the journey? Will I be late for work? Will I need to call someone to let them know I will be late for my 9am meeting? Even if the driver does not have anything to report, just hearing his or her voice over the PA is reassuring.
Most people appreciate receiving this important feedback and being “kept in the loop”.
So, if we are running late for a meeting because of that stalled train, we can make a quick phone call or send an email and let our colleagues, clients or customers know that we may be late, and that they should start the meeting without us or possibly reschedule it.
We need to apply the same principles in work and in life.
I am thinking about email in particular.
When I send an email to my lawyer or accountant, say requesting some important information, I understand that I am one of many clients and it can take a while for them to respond to me.
But when I am waiting day after day for that response, I start to get that uneasy, fearful, out-of-control feeling I get on that late Melbourne train.
Not knowing if they even received my email. Not knowing when they expect to write back to me and address my query.
My tip for today is that if you receive an email or phone call and know in advance that it may take you some time to reply with the requested information. You should:
Email the other person you have received the email or voice-mail
Let the other person know approximately how long it will take you to respond. Make sure you diarise this date so you can honour your commitment!
If you can’t respond by then, simply keep them abreast of this.
We all like certainty and consistency, but at the same time, understand that “life happens”, and things can go awry.
In life, effective communication has got a lot to do with treating others how we would like to be treated!
© 2021 Susan Weser. All rights reserved.