Good communication is fundamental to almost every human endeavor. It is important to consider how organizations and people can develop and deploy communication to the best effect as part of their service management work. Learners are encouraged to take this as basic guidance and develop it with continual study and practice.
Good communication is essential to the success of service management. It is possible to express the value of good communication from two perspectives, the costs arising from its lack and the benefits gained from its achievement.
Good communication means being effective, responsive, professional, and efficient. This requires in many cases the recognition of the intellectual and emotional needs of those with whom an interaction occurs.
Communication is an undertaking that is essentially human.
Poor communication can ruin good plans and lead to waste through discord, misunderstandings, and a lack of important information. Examples of the costs of poor communication include:
- Unmet service consumer needs
- Delays and missed deadlines
- Service consumer dissatisfaction
- Unnecessary expense
- Slow restoration of service
- Wasted time and rework
- Inability to improve services
Value streams, practices, and projects fail without collaborating and coordinating individuals. Good communication enables people to be informed, informed, and able to react to potential problems quickly. Examples of the benefits of good communication include:
- A better understanding of service consumers’ needs and perspectives
- Effective and efficient coordination between people and groups
- Clarity of focus on targets and objectives
- Working faster while still achieving high-quality results
- More creativity in solutions and improvements
- Increased trust
- Lower costs while still achieving desired results
In order to achieve the best results, people need to communicate regularly and effectively; having well-rounded communication skills is crucial.
When presenting information, it is important to remember these principles. Considering the audience, it will help ensure successful collaboration with different communication styles, timing, and media and mode of communication.
About the author
As an IT Service Management trainer, consultant and line manager with over 25 years of experience in IT, Marcel has performed strategic and tactical assignments in a wide variety of areas. For the ITIL 4 update, Marcel has been part of the ITIL 4 Lead Architect Team and Review Team at AXELOS. Through his association with AXELOS, Marcel comprehends the background, the architecture, and the underlying reasons of the ITIL 4 update.
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