Communication in a Service Management Environment

If your Service Management environment is anything like most of the
workplaces I have been in, the easier part of your daily work is applying
your Service Management knowledge and skill. The harder part of your job
probably involves tasks which require interacting with other people. These
days there are fewer and fewer jobs that do not require you to work
effectively and efficiently with others creating positive workplace
relationships and engendering confidence and trust. Unless you are working
in a solitary career – say as a parking or tollbooth attendant, lighthouse
keeper or monk it is likely that working collaboratively, being part of a
team, getting along well with others and creating effective relationships is
critical to your success in the work place.

Successful Service Management initiatives need more than just people with
expertise in the field or knowledge of the processes and the lifecycle of a
service. Service Management professionals and the teams they are a part of
must be able to express their knowledge and expertise so that others can
understand and be energized and activated. In order to apply their knowledge
and expertise service managers and practitioners must be able to listen
effectively so that they can really hear what client groups, customers and
the business need and serve each appropriately. As service management
professionals we need to work, both internally with our team and externally
with other groups, in ways that build, rather than damage relationships,
trust, and confidence. This is especially true when we are taking a
leadership role either as an individual or as a part of a team leading
transformation activities.

For many service management teams and individual professionals, the biggest
challenges and threats to success come about because of communication.
Whether it is with bosses, colleagues, direct reports, customers, clients,
the business or vendors there is no way to get the job done without
communicating with others.

Over the next while we will be exploring the topic of communication in a
service management context. Upcoming topics will include:
Solving problems and conflicts
Communicating for mutual understanding
Gathering effective requirements
Understanding assumptions and avoiding their downside

That’s just a sample to get us started. I hope you will find these topics
interesting and useful in your service management practice.