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Developing Your SOP

Lesson 4 from: Effective Communication in the Remote Era

Ari Meisel

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Lesson Info

4. Developing Your SOP

Ari explains why effective communication requires different tools for different reasons.

Lesson Info

Developing Your SOP

So in terms of the nitty gritty of actually setting up your SOP, or standard operating procedure, you're gonna wanna write down, basically, you have two columns essentially: The type of communication, and the tool that we use for it. So, as you said, conversational. But we can break that down even further, right? So, you can get into some of the details, depending on what your business looks like. In writing down conversational. Daily standup, for example, or brainstorming new ideas, or discussing customer complaints. Those things are gonna happen in this tool. And again, in my case, that might be Voxer. In your case, it could be, whatever you want it to be, write that down. And in the next box, we're gonna say, procedural. What does procedural look like? Dates for new events, new equipment that we're bringing on to the company that requires training, new certificate, whatever might be, and then the tool that we're gonna be using for that. And again, in my case, that might be Slack, fo...

r you, maybe Team, something else. Now we get down to that one that bridges the gap, right? So the internal slash external. And this is customer service issues, vendor communication. And of course, if we're working with vendors, or, depending on the clients we're working with, maybe we can bring them into the tool that we use. For me and my business, I actually communicate with my clients using Voxer. So it's gonna depend, for you, what that communication looks like. But for some internal versus external, it could be customer service issues. What tool do we use? For that we're gonna use Intercom. And then we get down to that last one, the place where things get done, right? So any project, any task, any to-do that comes up, that needs to go into our project management setting, which in my case, Trello, and for you you choose what that you want that to be. We write this down, we can put this on everybody's desk, on a piece of paper. We can literally make this as a poster that everybody can see. So that way, if somebody walks in the door today, it's their first day of the job, they know what tool we're using. So that person's not gonna come in, and be like, "Oh my gosh, something crazy happened. "I'm gonna email the boss immediately." That's not what we use. You can also, if you wanna add on to that piece of paper, and say, "No email internally." That's a big shift for a lot of people, but it's an important one. So what I want you to do now is stop right here, grab a piece of paper, and draw this up yourself, or use one of the worksheets that we can provide you to use as a template, and actually write this down, and think about what it's gonna look like for your team and your company.

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Ratings and Reviews

Ahmed Mostafa

I gained a clear understanding of the distinctions between synchronous and asynchronous communication techniques, as well as the best tools to use for each.

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