Completing the Communication Loop Is a 360 Degree Commitment

View effective communication as a series of contacts organized to: 

1. Make the other party feel good about him or herself. 
2. Make the other party feel good about me. 
3. Complete the task to everyone's satisfaction. 

Some business communication requires only a singular activity–meaning one letter, one telephone conversation, or one face to face conversation takes care of everything. The more important the communication, however, the greater the likelihood that it will require multiple contacts to complete the objective. I propose my thoughts on effective communication in the context of the latter example-when it requires more than one interface. 

Picture communication as a 360 degree loop with the initial contact beginning at the top of the circle. Before you complete the communication you must travel the entire 360 degrees in stages, one contact at a time, back to the top of the loop. The completion of the communication loop occurs only when the needs and expectations of both parties are satisfied. 

Effective communication is, like other aspects of business life, a matter of expectation. Did you call the person back if you received a message to do so? Did you do it within their time expectations? Did you put the letter you promised in the mail, and did you do it on time? Did you perform all requested or promised follow up on a timely basis? In other words, did you perform as the other party expected? 

Communicating with the needs and desires of the other party in mind is a courtesy. It is also a self-imposed requirement of professional people. 

The biggest challenge I face in closing the communication loop occurs when I'm away. Even then, if my office views it as important or if it's important to the other party, I get a fax and respond within 24 hours. 

Another opportunity to complete the communication loop is to return every phone call. With three business listings in the phone book I have triple the fun with solicitors and other unavoidable interruptions. Nonetheless, if someone asks me to return a call, I do. Period. I may not feel a need to talk with the caller, but he or she wants to talk with me. That's good enough. Professional courtesy requires I complete the communication loop. And I do. 

Think about the communication loop. Do you go the full 360 degrees to respond to the needs, desires, or expectations of the other party? Do you accomplish the three items suggested at the top of this Habit? Do you do your part to make other people feel good about themselves and about you? Do you complete the objective to everyone's satisfaction? 

Professionalism requires you close the communication loop every time it's opened.