Communication In Virtual Management

By: Terrie Lynn Bittner

One of the challenges of managing for online companies is that the people I manage live all over the world—and I've never met any of them. Over my years of managing for various Internet businesses, I’ve met only a handful of the people I have worked with. Managing those you’ve never met requires skills not normally called for in the business world, but as more people begin telecommuting, and as businesses continue to spread throughout the world, managers will increasingly find themselves managing people they don’t personally know.

Freedom from stereotypes

Virtual management has a few advantages over real-world management. First, you’re freed from the stereotypes that might be formed by the employee's appearance, clothing, mannerisms, or age. You’ll find yourself forming a mental image of this person based on conversations held by telephone, email and other forms of communications.

Interestingly, when I’ve had opportunities to meet those I’ve worked with online, my perceptions invariably turn out to be inaccurate. It’s shown me how dependent we are on artificial clues in determining character and ability.

Easier to remain professional

Secondly, it’s easier to maintain a professional relationship when your communication is limited and controlled. If your communications are entirely conducted by email, you can rework your wording until it’s free of poorly worded thoughts or damaging anger. If done by telephone, conversation will normally be limited to professional issues, since you know little of the person's personal life. You’re not aware of the pictures of children in the other person's office or the fuzzy behavior he exhibits each morning.

More comfortable communication tool

Finally, virtual management is a more comfortable medium for those who are shy or introverted. We’re able to think about what we are going to say and we can take the time to review another person’s problems or questions before answering if we’re using email. Quiet, thoughtful people usually make the best virtual managers, whereas outgoing, spontaneous people are usually best at face-to-face management.

It does have some limitations

On the other hand, virtual management has strong limitations. The very ability to avoid any personal knowledge of a person also limits your ability to understand what motivates, challenges, or frustrates him. You’re less able to assess a person's understanding of assignments and to be aware of his frustration levels. You must trust the employee to tell you if he doesn’t understand and needs additional assistance or tools to learn the job.

This means that in spite of limitations in building relationships, you must still create a relationship of trust and support. He must trust you to treat him with respect when he has trouble with an assignment, and you must be available to offer that help, and to know the best ways to help from a distance.

The largest hurdle to overcome is communication

Communication is the largest hurdle a virtual manager faces. Communication in the real world includes not just the words, but facial expressions, body language, and context. Within the virtual world, the words stand alone, which has led to the common email and message board usage of visual clues such as LOL (laughing out loud) or little happy and sad faces. They can add context to words to help the reader see that the words are meant teasingly, for example. Without them, feelings are hurt and careers are damaged.

Of course, in business it isn’t wise to pepper your emails with smiley faces. Instead, you must measure each word carefully. Realize that something that sounds funny in person, with the addition of a smile or a meaningful voice tone, may sound cruel or insecure when the words are read alone without expression. Read your words over several times to be sure the meaning is conveyed without visual clues. Words must be straightforward and say exactly what you want them to mean.

Contact employees often

Be sure to contact those you manage often. Without the casual exchange of comments and information in the hallways, a virtual employee can feel isolated and forgotten. Check in weekly or even more often, even if you only ask how everything is or pass on bits of information others pick up simply by being onsite. Be sure to express appreciation for the work that’s done. Let the employee know that he is as important to the operation as are those in the real-world office.

Virtual management is a challenging new form of leadership for which there is little research or training available. However, done thoughtfully, it can prove to be a meaningful and exciting opportunity for managers to improve their communication skills.

About The Author

Terrie Lynn Bittner is a founding member of TML Business Services LLC which has been providing strategic advisory services to businesses and government agencies since 1998.

About TML Business Services LLC

TML Business Services LLC has over 27 years of business management experience and more than 10 years of strategic advisory experience. We have been providing risk analysis and process engineering services to business and government agencies since 1998 and are available to discuss your needs with you. No two engagements are alike and using our proven methodology, we can provide the level of service your company is seeking. Contact us today and get started on a path to realizing your company's vision!