株式会社カラープレビューのブランドプロデューサー 山崎静子さんにインタビューしました
部下やチームメンバーが仕事で大失敗をした時、あなたなら何と声を掛けますか？物の言い方ひとつで受け手側の反応やその後のモチベーション及び行動が大きく変わることがあります。今回はPRエキスパートであり私のマッキンゼー時代の同僚、山崎静子さんにコミュニケーションの秘訣についてインタビューしました。記事は英語です。ご覧下さい！
Years ago, I was part of a team working on two books that brought together essays from dozens of respected international business people, politicians, academics, scientists, journalists, and artists about the future of Japan – Reimagining Japan and 日本の未来について話そう.
It was a challenging project with multiple rounds of English and Japanese writing, editing, translating, checking, reviewing, and proofreading. We were finally about to publish and… … the March 11, 2011, triple disaster hit – earthquake, tsunami, and nuclear crisis.
Naturally, many of the authors wanted to rewrite their essays after this significant shift. This meant more editing, translating, checking, reviewing, and proofreading – with a very tight deadline and the added stress of continuing aftershocks and uncertainty about the nuclear situation.
One of the team members was Shizuko Yamasaki. Shizuko amazed me with her ability to remain calm and thoughtful under these challenging circumstances.
I was delighted to meet up with her seven years after that stressful time and ask her to share her wisdom and experiences related to global business communication. She also told me about an innovative new product she’s helping to promote.
1. What sort of communicator do you want to be?
I’d like to be a communicator who can draw out the essence of what people really want to convey. As a PR expert, I have many opportunities to work closely with the spokesperson of companies and organizations. By developing many press releases and other documents, I’ve acquired the skills of selecting the right words to express the messages.
When communicating, selecting the right words is very important. I’d like to be a communicator who can understand the essence of what people want to convey and help them select the words so that the message reaches the audience.
2. What is the most important lesson that you’ve learned for effective
business communication?
When I was working for a PR company, my boss spoke with one of my junior colleagues who had done something that made a client angry. My boss gently told my colleague what would have been appropriate and what was the mistake that angered the client.
I asked my boss why she didn’t reprimand my colleague more strongly. I thought that such a soft approach wouldn’t have an impact. She replied to me, “When what you’re saying is correct, that in itself has power. If you use more force, people can easily shut down and not listen. When what you say is right, be careful with how you deliver it.”
I’ll never forget what an impact that had on me and I still hold that lesson dear in my heart.
Now when I’m giving instructions to my team and especially when I need to tell them they did something wrong, I give them an opportunity to speak first, create the right sort of atmosphere, and gently say what’s right.
3. What has helped you to communicate successfully in projects
that involve many people?
When I was working as PR Director for the Four Seasons Hotel, we couldn’t hold a successful event without the cooperation of lots of people in different departments. Usually, we would communicate with people through the head of each department. But I decided to talk to those staff members individually and convey the significance of the event and my appreciation for their cooperation directly. This had a big impact on their motivation.
This wasn’t only with positive messages. It was the same for negative messages. It was important to communicate directly. Especially if the words that are difficult to accept, it’s better to come directly from the person giving the message using the words that they chose. If the message goes through a third party, the intention isn’t conveyed properly.
4. What is most challenging for you in communication right now?
My biggest challenge is communication with people who like to conduct business only by spoken communication, such as the phone or meetings, but tend to forget what was decided.
So I do my best to communicate through email, developing the agenda and meeting minutes to make sure what was discussed is written down and shared with all the members who were there.
5. What communication skill, resource, or advice would you recommend
to our readers?
It’s important in communication to see things from the other side. Stand in the other person’s shoes and think about how they would like to be communicated to. That’s the best way.
6. What else do you want to tell us about?
At Davos in 2016, it was announced that there will be more plastic waste than fish in the ocean by 2050. We need to act now to save our ocean, and rethinking our use of plastic can change the world.
I currently represent a company called Stasher, which produces a reusable, self-sealing silicone bag.
This product was created so that people could reuse the bag up to 3,000 times rather than throwing it away after one time, with the aim of reducing plastic waste.
Note from Helen: I love this product and I have my own. If you’re interested, learn more about Stasher here.