“Never complain, never explain”: the formula is famous, but is it really adapted to the business world, that is the question…
If Queen Victoria’s advice to the future King Edward VII in 1851 is well known, it is not certain that the current business world still allows for a strict and concrete application.
Indeed, if the first part of the adage can still be justified (“never complain…”), the second (“never explain”) certainly no longer works at a time when proactive and intensive communication has become a powerful tool.
In the age of inclusive - not to say invasive - technologies, it is simply no longer possible to ignore information, even internal and sensitive information: everything comes to light and being able to inform preventively becomes a major asset.
Indeed, it is necessary to be able to keep control of one’s communication and when information - whether correct or incorrect - is disclosed in the press, it is almost impossible to rectify the situation without damage. Indeed, it is rare that the first ‘impression’ can be corrected with new messages. In other words, the damage is done…
In the field of logistics, FM and workspaces, this communication is too often lacking, sloppy or simply non-existent. It is true that most companies focus their communication on the business, on the products, forgetting a little quickly that the life of the company does not stop at these sectors alone.
Technicians are often - sorry to be so blunt - very poor communicators, which often exposes them internally and externally to setbacks of all kinds.
Logistics, FM, and workspaces are often excellent vehicles for positive communication, so why not communicate? There is a lot going on in these areas and the public, both internal and external, should have the opportunity, if not the right, to know about certain aspects.
However, this requires tact and a subtle sense of communication. Knowing how to surround oneself in these technical fields and motivating communication experts to express themselves on these subjects, which they are a little quick to consider as ‘not very glamorous’, is the guarantee of a positive visibility which, if necessary, allows for diversion during difficult moments.
Company managers would be well advised to think about this issue as we emerge from a major crisis in which logistics played an enormous role, whether in companies or in the medical world.
Will we soon see general communications on logistics? Even if this field is not the “centre of the world” of course, it deserves its rightful place.
Good luck, good thoughts, and good reading.