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Issue link: https://securitysales.epubxp.com/i/141570
Convergence Channel Te heartbreak of SOCP is that it can infect any systems integrator and all of us anywhere anytime. Clear communication is vital to all things that touch your security systems business, and is especially important when you deliver network-centric solutions. Convergence solutions are complex from a technical standpoint. Successful implementation requires interfacing with a wide range of customer departments. IT is always a critical team that must be engaged early and often before, during and after the system solution is delivered. Not only do our brothers and sisters in IT speak a diferent language, they attach special meaning and accent to communication accuracy … frst time, every time. While your technicians can probably read, speak and write IT language, the subtleties of how it is delivered can make all the difference between the expectation of 99.999% accuracy in communication and a down network — batten down the hatches for everyone involved! It starts by company leadership committing to improve internal communication processes. By starting internally with good communication processes, your teams will act in concert and deliver greater customer satisfaction. WHY COMMUNICATIONS CAN BE HARD Over time diferent barriers to communication can grow both inside your company and with your customers. It may start with a simple, unintentional oversight on someone's behalf because they were in a hurry or rushed to complete a task. Secondly, your customers can unintentionally present challenges to good communication. Silos of communications exist in all companies and your customers are no diferent. What about when a reliable customer contact moves on and it's difcult to establish rapport with the new person? You have to go the extra mile. Tat requires communication training. If communication on a project gets away from you, the result is like a snowball starting at the top of a mountain. Once the snowball starts rolling down the slippery FORMULATING slope, look out! It can grow out BETTER SUCCESS of proportion at a frightenNow that you realize what ing rate and result in real is at stake and assuming you damage to the customer's want a well-oiled, converged cusvillage below, as well as tomer service team that delivers good proftability, let's go over If communication on a project gets away from you, the result is like your reputation. Even when eforts are made to repair what can be done. a snowball starting at the top of a mountain. Look out! a misunderstanding, the Te formula, yes there is math indamage can often last for a while. What should you do about volved, is 5W + H = $. While I cannot take credit for the frst this situation? part of this formula as journalists have used this approach Start by observing how your company communicates in forever, the result is something you must absolutely own the course of daily business. How much management or with your projects. A few straightforward communications supervisor time is spent on resolving internal communicapractices will serve your teams and customers well. Te tion issues? Are the issues systemic and do they create drain following six steps will help inoculate you and your team time from more productive activities? Conduct departmenagainst the SOCP scourge and attain the goal of a proftable tal team sessions to discuss the key elements the departproject. ment faces in doing its work more efectively. Ask people what the three most annoying things are in doing their jobs. • Who is involved or impacted with this project? Analyze the answers without bias and seek the real causes. • What is the real issue we are dealing with and solving? Are they process driven, people driven or customer driven? • When must we act to resolve the issue and how quickly can Ten bring the department heads together to discuss your it be resolved? fndings and brainstorm possible solutions. Lastly, take your • Where does this situation need to be resolved — onsite or time because miscommunications don't happen overnight at your ofce? and neither will your solutions. • Why is it important to resolve this issue and what is the Dominance, Inducement, Submission and Compliimpact? ance (DISC) and other communication assessments can • How will problems be solved, communicated and resolved? be benefcial in helping teams become self-aware of their strengths and weaknesses, which is often the frst step in Tat all adds up to the equation's $, basically more proftrepairing SOCP. Tis approach is inexpensive and pays huge ability, with happier employees and satisfed customers. dividends. While this communication protocol is simple and Recognize your own communication snowballs and straightforward, it is actually difcult to implement without together we can stop the evil SOCP in its tracks. some forethought, planning and perhaps some training. 20 / SECURITYSALES.COM / JULY 2013