Communication in 2020

December, 2020

Martha Ducharme – MBA, CPCU

Communication in 2020

If nothing else, this year has reinforced the importance and value that communication brings to a business.  Customers want communication and internally, a business needs positive and effective communication to be successful.  The lack of in office time during the year may seem like a roadblock, but it does not have to be a problem.  Within insurance, the industry thrives on managing risk and maintaining open communication channels is part of that operational process.

Understanding

During 2020, many have experienced significant changes.  Our workplaces have become completely new views, for many from an office to finding the perfect location within your home.  While many were well prepared for the transition, many were rather ill-prepared.  Setting up shop in a new location can be a challenge.  If you have experienced an office remodel, nothing further needs to be said.

Work in the insurance industry has been able to proudly state that daily effort will typically bring some peace and normalcy to someone at the low points in their life.  Some days it is simply interacting with a person that improves their day, for some the efforts are significant…like helping a policyholder rebuild their home after a fire.  Insurance is a very diverse industry with a lot of opportunity and one thing that is a focal point is planning for the unexpected.

Even though insurance is about planning for a loss or an interruption, there were some bumps along the way in the transition to remote work & communication.  Connelly (2020) states that effective communication and information systems should be a part of the plan, as well as redundancy.[i] For a few it appeared that there was no planning at all, which to say the least was a disappointment.  How can one plan for literal catastrophes each year but not plan for disruption at the office?  More surprising yet, were the number of individuals that seemed to lack the dedication to work in a remote manner.  We all face challenges, but we still need to be that beacon for those experiencing a loss or need for insurance coverage and be there for fellow associates.

Awareness

The comments may seem harsh, 2020 has handed us a pandemic, but each person does have a responsibility to step forward and do their best to provide continuity.  Afterall, we are still a team and each of us is responsible for an important process.  If that value is not visible, there may be some issues for the longevity of the position.  Will there be challenges from kids popping in during your calls or your significant other talking on a call in the background?  Probably these and more will happen, we just need to continue to work through these events and keep the customer in mind and find the best resolutions possible.

What is a pandemic?  According to Merriam-Webster it occurs over a wide geographic area (such as multiple countries or continents) and typically affects a significant proportion of the population.[ii]  This very succinctly defines the current state of our environment.  The issue is real and requires attentiveness and ingenuity from every person.

A pandemic is a game changer, there is a need to be aware of more around us than ever before.  We need to look out for one another, and we need to be supportive.  Everyone is experiencing a challenge, and for some this is the biggest challenge they have experienced yet.  The preparedness of individuals, or lack thereof, should not be overlooked but rather than taking a negative approach try coaching in a positive manner.  Each person can then take the opportunity to move forward, if they chose not to that is there individual decision.  Unfortunately, that decision may end with a negative impact, but allow the individual the support that will hopefully motivate movement in a positive manner.

Communication

The most important way for us to win, and our organization, is to be a more effective communicator.  Working remotely is not an excuse to avoid communicating.  The person who is not visible, not speaking up or not writing is not communicating.  This is avoidance, clear and simple. Be aware of what communication channels are available to you and act, make use of these and increase conversation with those around you.

What is an option, how do we make the most of our options to reach out to others?  Hopefully, your employer has set you up for a quick start here, but options would include email, messaging platforms, video platforms and of course the phone!  Many of these platforms have multiple functions that allow written, messaging, video, verbal and document sharing all in one.  There really is something that will work no matter the circumstance, it just depends on the specific circumstance you are in at any given time.  For leaders, Woroch (2020) has listed 10 tips to communicating while working remotely.[iii]  Being proactive and establishing expectations can provide effective results.

When communicating, there is one other point to keep in mind.  Be considerate.  Take the time to think through what you want to say, even when the communication is verbal.  When we do anything, we plan and the same should hold true for our communication effort.  Even if we go for a walk, we are aware of our surroundings; following the sidewalk or the rules of the road when a walking path is not available.  In written communication (documents, messaging or email) we need to make and follow a plan.  Read your content a few times before you send it, listen thoroughly before you respond, maybe even let something sit overnight to give it some thought.

Conclusion

There is no doubt that 2020 has been a very challenging year for many, whether a company or an individual.  Despite the challenges, keep an open mind and channel of communication.  Approaching something to gain a better understanding first, being aware and successfully communicating.  These elements will certainly bring success to our employer, and to ourselves individually.

Anyone could successfully apply themselves to work remote, helping a business continue to evolve and grow.  When given an opportunity, act and rise to the challenge, do not sit in the shadows.  Insurance is an industry built on catastrophic events, or challenges and successful communication helps to overcome these challenges.  Moving forward, develop a plan of action, or improve upon the plan that was established.  As individuals, be a part of the process and have a positive impact.  Plan to manage your communication and operational risks during any possible hazard scenario.

Works Cited: