Now more than ever, retaining an engaged and motivated staff is critical to a business’s success. So, effective communication is critical. And you can achieve that by following three short rules:
- Be clear and direct
- Respect the other person’s perspective and
- Demonstrate that the other party has been heard
Here’s a true example that was shared by the Royal Upholsterer, Kevin Andrew, in a UK Channel 5 documentary “Secrets of the Royal Palaces.”
“A Buckingham Palace workman was dismantling a desk…so he could not see who was making the offer when a lady’s voice asked him if he would like a cup of tea.”
Without realizing it was the Queen herself who had asked, he is said to have replied: ‘Yeah. In a mug. Two sugars. Builder’s tea. I don’t want any of that nonsense I had the last time I was here, all that fine china, and all that saucer stuff.’
Her Royal Highness fulfilled the man’s demands, returned with the tea and told the workman that it was on the table. “It was only then,” Andrews said, “the man looked up and saw the Queen leaving the room.”
He’d communicated clearly. She listened and communicated that she respected his perspective and gave him what he asked for. As always, HRH is the consummate professional.
Well I usually sign off on my blog posts with the phrase “I learned it in Queens!” Today, I learned a very good staff engagement lesson from The Queen. If she could find a way to respect her staff person’s perspective and make good on this worker’s request, so can we!
Julienne B. Ryan is the author of The Learned-It-In-Queens Communications Playbook – Winning Against Digital Distraction” and an applied, narrative storyteller, speaker, trainer, and coach. She is on a mission to improve how we communicate with each other, one authentic conversation at a time. Click on this link to learn about her services.