Hi there,

Pivot!

Maybe my least favorite word.

But pivoting effectively is a key strategy in remote communication & collaboration.

Today we’re going to explore when and how to pivot cross-functional communication methods.

Remote Octopus recommends identifying when you need to pivot from written to verbal cross-functional communication in order to resolve sticky challenges and build authentic trusting relationships.

When we talk about pivoting communication methods, we mean switching from:

Basically this is a fancy way of saying that we’re going to figure out when we need to switch from Slack messages to Zoom.

Wait, why would we need to pivot communication methods?

Over 50% of remote workers indicate that ineffective communication destroys their trust in leadership and trust in their team.

As if that isn’t enough, the broader impact of ineffective cross-functional communication is expansive:

Ready to learn when and how to pivot communication methods?

There are three common reasons why you might pivot communication methods during cross-functional collaboration:

You’re chatting with your cross-functional colleagues in Slack. Dropping emojis. Everything is going smoothly… then someone has a sticky challenge or a complex question.

You’re moving quickly and your first instinct is to type a response – but then you realize that this is going to be The World’s Longest Slack Message.

This is an excellent opportunity to pivot communication methods:

Verbal audio – such as Slack Huddle, Zoom audio, or a phone call – will allow you to answer the complex question or solve the sticky challenge faster than typing The World’s Longest Slack Message. Some teams might prefer to hop on a video call (instead of audio) and that’s fine too. The key here is that you’re shifting to verbal communication.

While it might seem counterintuitive to slow down and get on a call, this pivot will actually increase your team’s speed in moving work forward because you skip having to type out a complex response.

Once you address the complex question verbally, feel free to pivot back into written communication in Slack.

You’re chatting with a cross-functional colleague in Slack and… they said what?!

You have no idea if this is sarcasm or they’re having a bad day or maybe they really do hate you because you always thought that might be the case.

According to recent research, “42% of workers experience stress trying to form responses that convey the right tone of voice.”

This is an excellent opportunity to pivot communication methods:

Verbal audio – such as Slack Huddle, Zoom audio, or a phone call – will allow you to clarify cross-functional tone. Some teams might prefer to hop on a video call (instead of audio) and that’s fine too. The key here is that you’re shifting to verbal communication and approaching with curiosity.

While it might seem counterintuitive to slow down and get on a call, this pivot will actually increase your team’s speed in moving work forward because you can quickly assess tone of voice in order to build and maintain authentic trusting relationships.

Once you clarify tone verbally, feel free to pivot back into written communication in Slack, if that makes sense as a next step.

You’re chatting in Slack – and a cross-functional colleague becomes upset or frustrated. The Slack thread becomes a whirlwind of negative emotion. Their tone is clear – and they’re angry.

Ah! Panic! 

This is an excellent opportunity to pivot communication methods:

Verbal & non-verbal video – such as Zoom video or Google Meet – will allow you to approach with curiosity and collaborate on a solution while observing and modeling non-verbal cues. 

Try approaching the conversation through curiosity with the following sentence starters:

While it might seem counterintuitive to slow down and get on a video call, this pivot will actually increase your team’s speed in moving work forward because you can quickly acknowledge emotions, come to a resolution, and maintain authentic trusting relationships.

Quick note: Some team cultures might encourage hopping onto a video call ASAP – similar to how we all quickly jumped into a 2 minute Slack Huddle during Sticky Challenges & Tone Clarification. Other team cultures might encourage a bit of distance, such as a day or two, between the Slack conversation and the video call to allow for cool down and reflection. Make the best judgment call based on your situation and team culture.

At the end of the video conversation, remember to always leave the door open – for more video conversation if needed. 

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