Building trust with your impatient boss may be challenging and stressful at times, but if you know how to communicate with them by being direct, concise, and bottom-lined, you can build trust, showcase your competence in delivering the results, and grow a fruitful and successful relationship with them.
When your boss is an “A-Type” personality demanding more and more from you and your team, keeping up and satisfying them can be a challenge. Most impatient bosses are not suffering from some chronic character flaw. More often than not, they just have a particular communication style that likes things at a high level, without too much detail, and a focus on cutting to the chase. And for the record, that describes a lot of bosses. C-level executives, and especially CEO’s are often wired this way.
Not everybody likes to give and get information the same way. A lot of bosses, and especially those that seem impatient, want you to be brief and to the point without much emotion. If you give this boss the bottom line, big picture view first to gain their buy-in, you’ve got a good shot at winning them over to hearing your other points. But if you are someone who naturally gravitates towards process- driven, detailed communication, and you give the boss point a, then point b, then point c, slowly and incrementally building to point z, you are absolutely going to make their head explode. Add emotion and drama and it’s even more deadly.
Let’s say you wanted to give your boss a presentation on 10 recommendations you have for increasing the customer experience on the company website. Here’s an approach that would be deadly:
“Recommendation number 1 is we revamp our sales funnel to take a consultative approach to the sales process. I suggest creating three distinct sales funnels that are based upon the customers’ skill level: straight to the shopping cart for professionals and a question/answer for novices. Recommendation number 2 is we increase our testing and monitoring. We can do this by hosting user-testing days that let us observe our website users live and listen to them narrate their experience so we know where people are having trouble and what their opinions are about the site. Recommendation number 3 is to employ customer service surveys and have constant communication between our customer service department and our tech team…”
I’m going to stop there because my head is already exploding and we are only on recommendation #3.
So this isn’t about how you like to communicate or how you’d like to have it communicated to you. It’s about how the boss wants to be communicated and FLEXING to you boss’ communication style. That means adjusting your style to reduce the tension and make your boss more receptive. What you want to do is get right to the endpoint, cut to the chase and say:
“I have 10 recommendations for improving customer experience on our website. #1: take a consultative approach, #2: test and monitor, #3: customer surveys, #4: educate consumers, #5: interview users, #6: optimize language capabilities, #7: track what’s hot, #8: implement responsive web design, #9: determine calls to action and #10: make it more social. Please tell me which of these 10 things you want to hear more about?”
Here, the seemingly–impatient boss gets to pick and choose the recommendations they want to explore. So instead of eye-rolls, finger drumming and other impatient behaviors, you’re going to hear, “Number 3 sounds really interesting. Tell me more about that.” Now you’ll get a chance to go back and give your detail while the boss listens.
Flexing to your boss using this direct, concise, and brief style puts an end to impatient behavior, builds the boss’s trust in you, showcases your competence in delivering the results the boss wants, and allows you to grow a fruitful and successful relationship with the boss.