KOI Consulting Blog

The Importance of Focus in Business Relationships

December 14th, 2009 by Isolde Norris

Considering that business is based on relationships, are we paying them enough attention?

Reading Paul Dervan’s article from 6^th November on O2 IdeasRoom about the need for strategic focus in business got me thinking about the relationship side of business.

How often in a business environment do you see people interrupting conversations to answer their phone or checking and sending emails or text messages at meetings?

Did you know that etiquette dictates that the person in front of you take precedence over phone calls, emails, tweets and text messages? Surprised?

These behaviours are so prevalent; we often defer to the modern communications devices without thinking about it. Don’t get me wrong; I’m as addicted to my emails, texting messaging and social networks as much as the next person.

However, in order to truly harness the power of modern technology we need to remember that communication is about relationships, not technology. Technology is the means, not the end.

According to a survey carried out by Business Performance Perspectives (www.bpp.ie) 100% of professionals surveyed value manners in their business dealings. 71% define rudeness as indifference or inattentiveness. Nearly half (46%) would move their business elsewhere if they were on the receiving end of bad manners (up from 26% in 2008).

Of course, good manners shouldn’t just be reserved for clients or potential clients. How people treat each other within an organisation is just as important to the overall health of a business.

A culture that accepts a focus on multi-tasking communications to get things done is sacrificing the relationships that give a business its competitive edge. Employees might be getting things done, but if they aren’t fully connecting they are potentially misinterpreting information and working with incomplete information, which when combined, results in reduced performance, problem-solving and creativity.

Many organisations depend on global virtual teams. If it’s not possible to meet face to face, technology offers great alternatives such as audio, video or web conferencing, web collaboration and online meeting services.

The need for etiquette is just as important in these situations. You may feel free to text, tweet and email without the other participants being able to see you. Happy Days! However, the downside of multi-tasking communications in this situation is the same as others – incomplete and misinterpretation of information. And there is also the risk of embarrassing yourself by raising points that have already been covered!

Etiquette involves respect for others and self, consideration and honesty. Here are some simple guidelines to keep in mind when working with others:

• Focus your attention on the person you are with
• Turn off your mobile phone or blackberry when meeting clients and colleagues
• Agree regular breaks to allow participants to check messages during longer meetings
• Know why you are attending meetings, if you have no clear purpose don’t go. Get cc’ed on the minutes
• Don’t ever deliver bad news by email

Communication technology offers amazing opportunities to connect and build relationships.  Once you’ve connected, remember to focus on the relationship. It’s the quality of the relationships that defines the quality of the business.