Open Communication Builds Success

Since its founding in 1988, ConTrak has returned more than $1 million to clients by working under guaranteed maximum price contracts with a shared savings clause.

The following is an excerpt from an article that appeared in the syndicated BizSmart column by Jeff and Marc Slutsky of StreetFighter Marketing.

Communication is a key factor in the success of any business. Open, accurate communication sets the stage for effectively managing projects, improves service delivery and empowers employees to deliver peak performance.

Mike Vasbinder, president of ConTrak Corporation, uses communication as a tool to deliver large-scale construction projects on time and on budget. He offers these tips to stay on task and get things done:

Establish trust. “A lot of people think that if they tell you too much, you’ll take advantage of them,” Vasbinder says. “Knowledge may be power, but lack of knowledge is expensive, especially in our business.” Insist on full disclosure and then demonstrate your trustworthiness by keeping promises and delivering results.

Involve the decision makers. To be effective, communications must reach those who have the power to act on it. Keep vital leaders involved and informed.
Define expectations. What are the objectives, budget, timelines and milestones? What degree of quality does the client expect? Clarifying expectations up front helps you work toward a common goal.

Listen and ask questions. Make sure you know exactly where the other parties stand. Probe until you have all the needed information.

Meet face-to-face. More than 70 percent of communication is non-verbal. E-mail, faxes, and voice mail are fine for accelerating the transfer of facts, but to get things done, hold a meeting.
Follow through. Use project-management software to generate tickler files and send out reminders about unresolved issues via e-mail or fax. Send progress reports to decision-makers. Return phone calls and e-mails the day you receive them. Track when communications are sent, to whom, and who made the decision.

Resolve issues or disputes at the level they occur. Sit down with the parties in the dispute and iron out a solution as soon as possible. Problems only escalate as they are sent up the chain of command, causing delays and hard feelings along the way.

BizSmart Action Plan

• Establish Trust
• Involve decision makers
• Define expectations
• Listen and ask questions
• Meet face to face
• Follow through
• Resolve issues and disputes

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