10 Ways to Improve Communication at Your Small Business

Small business owners know that every resource counts - especially time. And we all know that clearing up confusion at your company takes time - usually, the time you don't have or time you'd rather spend doing good work for customers.

Effective communication prevents costly mistakes and helps you get the most out of your limited resources. It fosters positive work environments and enables exceptional customer experiences. The better you communicate, the easier it is to follow your business strategy and achieve long-term success.

But becoming a better communicator doesn't happen overnight. Some of the strongest leaders I work with have shared with me that they still practice and plan their communication, especially when it comes to ensuring their teams are all on the same page.

In this post, I'll share how to accomplish that using tips I've learned over the years from leading successful teams and observing how my peers have done the same.

How to Improve Your Communication Skills

Here are 10 ways to improve your communication skills as a small business owner.

1. Invest in communication software.

Some of the biggest communication challenges that small business owners face are inefficient communication channels, communicating outside of working hours, and confusion over who's supposed to do what in their roles, since a lot of the responsibilities might overlap. Fortunately, the right communication software can help you overcome these issues.

Communication software streamlines the conversations at your company - the ones you have with your own employees, and external ones, like with customers. Tools like shared inboxes connect team members and collaborating easier on emails and messages. Video conferencing allows your team to meet face-to-face, even when you're not in person. And, team chat tools can help your team coordinate and avoid confusion around roles and responsibilities.

Here are a few communication tools that your business should have:

• An all-in-one communication platform like Thryv,Slack, and Microsoft Teams
• Video conferencing providers like Zoom or Google Meet
• Project management tools like Asana or Trello
• Document management systems like Google Drive or Dropbox

2. Check in with employees regularly.

Regular daily or weekly check-ins help you monitor different projects, address potential roadblocks, and align your team around specific goals. You can meet with employees as a team, in one-on-one sessions, or in a stand-up format where employees present ideas, similar to a forum.

One tool you should consider is a shared calendar like Google Calendar or Outlook to coordinate availability, plan meetings, and stay informed about deadlines. This resource shows when people are available and reminds you about upcoming appointments, which can help cut down on no-shows and make it easier to coordinate as a team.

Here's an example of what a shared calendar looks like:

Notice how you can schedule and view appointments, filter by different calendars, and set up automated reminders about upcoming meetings.

3. Create a supportive work environment.

Creating a supportive work environment is one of the most effective ways to align your team. These are workplaces where employees trust their employers and feel comfortable asking for clarification or help. They also trust that you value their opinions and are more likely to share their ideas.

Hosting regular team meetings and sharing updates around performance keeps employees informed and connected to your company. Rewarding their achievements and offering professional development opportunities will boost engagement and motivate them to get things done.

One thing that a lot of supportive work environments have in common: They ask for feedback from employees (more on this later.) They regularly solicit their advice, showing that their opinions are valued. This strategy will not only foster effective communication but also improve employee satisfaction.

4. Build a communication plan.

A communication plan is like a guideline for conversations at your business. It sets expectations for how different conversations and communication - whether internal or external - should be handled.

Examples of using a communication plan are providing rules for how to communicate out-of-office time, how quickly your team needs to respond to customers (e.g., within 30 minutes), and which communication channels to use and when they should use each one. It should also have contingency plans that help your team navigate unique situations, like de-escalating angry customers or responding to online reviews.

This plan will standardize communication at your company, reduce confusion, and make you look more professional in front of customers.

5. Ask for feedback.

Feedback shouldn't just come from customers. If you want to improve communication, you should ask your team for feedback, too.

One way to do that is to ask your employees to fill out an anonymous survey to receive feedback on your management style. Tools like SurveyMonkey and Typeform work well for getting employee input, and anonymous surveys can help encourage your team to be open and honest.

Here's a survey that I quickly designed using SurveyMonkey. I used one of the premade templates and edited the questions from there. I can send this survey via email, text, and social media.

You can also ask for feedback on the software you're using or your communication plan to see how they're working for the team. Ask employees about their preferred communication channels and which ones are better for your customers. Again, this creates a sense of belonging because your team feels like they get a say in something directly affecting them.

6. Present updates on team performance.

It's important to keep your team informed about company updates. It will make them feel invested and more engaged in your business.

Some things to keep the team updated on are how the company is doing in general (performance updates), and changes to policies or procedures, and employee achievements.

But these updates don't need to be constant, and some should happen more often than others. Things like company performance and employee achievements, for instance, really only need to happen every quarter or twice a year.

On the other hand, let employees know about changes to management or policies, on the other hand, as they occur. And don't forget to share exciting news about the company, too, like if you're launching a new product or service, or partnering with another business.

7. Prioritize two-way communication.

Two-way communication means that ideas flow both ways at your business. While you communicate with your employees, you also listen to what they have to say about your business. We've already talked about the importance of getting their feedback; this approach to a feedback loop keeps employees informed while also highlighting ways to improve your company.

What we didn't talk about, though, were some of the ways to foster two-way communication. In addition to things like surveys, create other spaces for employees to provide feedback, like keeping an "open-door policy" with them. And even if you don't work together in person, you can ensure that communicating with you is easy by adopting mobile-friendly tools that support text, video, and audio communication.

Some tools to consider are:

• Thryv Command Center
• Google Groups
• RingCentral

8. Share your business goals.

"Success" and "growth" are obvious goals - but what do they look like, specifically? Your team might be wondering the same thing, and sharing that information with them is important. Do the goals involve earning new customers, retaining the most valuable ones, or reaching new markets? Letting your team know about details like these increases buy-in and helps ensure alignment, because employees will have a better understanding of why they should complete certain tasks and what they're contributing to.

Small business owners can host regular town hall meetings and send employee newsletters to share these goals. Also, consider holding goal-setting meetings and sharing updates that help employees understand the "why" behind what you all do.

Here's an example of what an employee newsletter looks like:

9. Review your metrics.

Metrics are the numbers that show how well your business is performing. While they're traditionally used to measure things like profit, sales, and other numbers, they can also be used to measure how well your team is communicating - and many of the tools and platforms we reviewed earlier provide them. Having this data gives you a close-up look at where you can improve communication.

If you don't have these metrics, the other feedback channels I mentioned, like surveys, can help you paint a picture of your communication performance. You can also track metrics like error rates and deadlines met, and analyze how much your team is using the communication tools you've invested in.

But the bottom line is that the more data you have about how well you're communicating, the easier it is to spot inefficiencies and opportunities to improve your processes.

10. Practice giving feedback.

One of the toughest challenges in management is providing effective feedback. How you say something is as important as what you're saying. And, if you're not great at giving good advice, it's hard to course-correct people when they make mistakes.

Be specific and objective when giving feedback, focusing on behaviors rather than general statements or personal traits. Using "I" statements, such as "I noticed this," helps frame feedback from your perspective without sounding accusatory. Balancing positive and negative feedback, often through the "sandwich" method, will also help maintain a constructive tone.

Additionally, timeliness is key - provide feedback as soon as possible while the event is fresh. Offer solutions and support alongside constructive criticism, and always deliver feedback with empathy and consideration for the recipient's feelings.

Improving Communication at Your Small Business

Communication is one of your greatest assets as a small business owner. Unlike bigger companies, it's easy for employees to hear from you directly and quickly.

If you're struggling with communication, start with organization. Create a communication plan and invest in time-saving software. Then, follow the rest of these tips to improve communication further at your small business.

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