The ability to successfully communicate ideas may be the single most important aspect of your professional life. If you cannot express to others what you think, what you need them to do, or what is problematic, you will not be able to get things accomplished. Your ability to share ideas and see those ideas come into being in the workplace is completely dependent upon your ability to articulate your thoughts to those around you.
Even managers who are great at their day-to-day job may still be unable to affect the change they want because they do not think things through before seeking the change. If you’re thinking, “I keep telling management that they need to do this a different way,” then you need to examine how you’re approaching the problem. I have known too many people who just state that there’s a problem, or that something should be better. My response is always, “OK, what exactly is the problem?” And it will be written on their faces that they haven’t fully articulated it to themselves or thought through the causes. So we talk it through and find what is specifically bothering them and go from there.
Once you have a firm understanding of the problem and its causes, the next thought you should explore before approaching upper management is: Is my problem worth fixing? This introspection will serve you well in that it is a way of anticipating opposition and questions about your idea. I explained this in more detail in Communication – Face to Face as being able to explain the “Why?” Everyone will appreciate you more if you present a problem with specific information. “I just don’t like it” should never come out of your mouth. You must be able to tell why something needs fixing.
Perhaps the most crucial aspect of the “why?” is how your issue affects those around you. Finding a solution to the problem will be more attractive if you can articulate how it affects others and the workflow. If you are able to show how a problem is hindering efficiency or safety, it will be addressed more quickly. If you can show that fixing the issue will benefit everyone in the office, improving office culture will be a major selling point for addressing the issue.
While being able to articulate a problem is helpful, your career will not be advanced by simply pointing out problems with precision. The very best thing you can do is train yourself to only approach Upper Management with a problem if you have a solution to suggest. On top of that, you will shine even brighter if you can tell them how your solution enables others. It shows that you have thought through how your idea affects others and other departments. It shows an understanding of the deeper business needs. It shows that you are thinking of solutions without getting stuck on the problem. This is the type of forward thinking that Upper Management wants and may reward with promotions or other honors.
Let’s say you have a boss who thinks coffee is gross. You approach them and say, “We need a new coffee maker.” While that may be true, your boss may put that way down on their priority list because the topic doesn’t interest them, and they don’t see the affect that the coffee maker may have on the office. The approach should include information that the hearer may need. “The coffee maker has been broken for about a week now, and I have noticed that we’re creating more garbage from to-go cups that people bring in. Plus, people have been spending time trying to fix the old one. I think it would save time, boost morale, and cut down on waste to get a new one. Can I send you a link to a reasonably priced unit?”
This example is extremely basic, but it illustrates the aspects that should be there. Just stating a problem does nothing for the hearer or the people around you. Offer the problem specifically, show your understanding by listing the effects that the problem is having, list the benefits of a solution, and then suggest a solution. Precise and full articulation gives a better impression of truth and thoughtfulness.
When presenting yourself, it is important to avoid speaking in generalizations or assume that your listener knows exactly what you’re talking about. You will run into confusion and hurt feelings. If there is any doubt in your mind that your hearer knows a problem intimately, ask outright if they are familiar with the subject, and then explain what is necessary to grasp the issue. Be the best communicator in your office. Use language that is specific and shows not only your understanding, but shows your willingness to explain things to others.
Finally, a good habit to practice is listening to yourself when talking. Ask yourself, “How would I respond to me saying this?” The importance of this exercise is trying to gain other perspectives on the information you are presenting. It will help you process your thoughts and improve upon them during the discussion. It also helps to mitigate hurt feelings. Understanding the whole situation is only the gateway to resolution.
The ability to articulate the problem, its causes, and share a solution will be your strongest ally in successful problem resolution in the workplace. And let’s face it, problem resolution is the foundation of all business, so articulation is a truly foundational skill.
The Rights of Management 