Manage Multiple Customer Priorities while Working from a Distance

You may work with remotely located people who are supporting you on a customer solution. Working with people at a distance presents its own unique set of challenges.

The advent of E-mail, instant messaging, cell phones, and audio and video teleconferencing have given us more efficient means of managing at a distance when compared to the more limited means that still may be useful—namely, travel in person, the phone, fax, or letters. We have a variety of ways to communicate quickly with people regardless of where they are. But these communication channels don’t change the basic need for good, timely, and purposeful communication.

Distance magnifies differences between people so that dealing even with small problems can become difficult. Here are ten suggestions for working effectively from a distance.

• Be extra clear and specific in your communications.

• Plan what you will say so you don’t omit anything.

• Think carefully about how you will communicate.

• Give the people you are communicating with time to plan.

• Build in time for periodic face-to-face meetings.

• Rotate meetings with people in different locations.

• Use weekly audio teleconference calls to keep people up to date on changes in products or services or for training.

• Use daily audio calls for people having difficulties.

• Think in terms of results, not just activities.

• Use technology to its full advantage, including E-learning.

Language Differences Matter

There are many diverse cultures in the workforce and in customer organizations. When you encounter people whose native language is not the same as yours, slow down, be patient, repeat what you hear, and use illustrations when possible. I’ve found that I can usually start to understand most accents, given enough time to pick up the cadence. If you find it difficult to listen to someone’s voice, concentrate instead on listening for the content of what the person is saying. Write down key points as a way to concentrate on what the person is saying rather than how he or she is saying it.