According to the Cellular Telecommunications & Internet Association, there were 340,213 cell phone users in the United States in1985; by the start of 2004 there were more than 159 million. Wikipedia reports that as of April 2014 there were over 327 million cell phones in the U.S. If technology made us better communicators, we would all be masters by now. Certainly we talk more, but do we communicate better? We can. Both on the phone and face to face, ministry assistants daily have countless opportunities to demonstrate these characteristics of the excellent verbal communicator.
• Approachable and available
Members like to feel comfortable about calling the church office for all sorts of information. Consider those calls an integral part of your job. Your value to ministry increases as you get to know the members, their personalities, their needs, and the roles they fill. They want to know you too.
Some assistants say that accepting invitations to have lunch with groups meeting at the church is one of the best, and most enjoyable, ways of building rapport with those groups. And it is always easier to communicate with those with whom we have a common bond.
• Informed
No matter how long you have been on your job, there will always be more to learn. Add something to your store of knowledge every day.
Master the art of knowing where to go to find answers—to a person, a book, online, wherever. When asked a question to which you have no answer, you communicate better by saying, “Let me look into that and get back with you,” rather than “I’m sorry; I don’t know.”
• Engaged and interested
As the one at the hub of the church communication wheel, the assistant needs to be an interested listener as well as a giver of information. This is not to say you are to spend endless amounts of time. To the contrary. You will use your communication skills to pleasantly find out what your callers need, to meet those needs efficiently, and to conclude conversations with all concerned feeling good about the church and about you.
• Observant
More than words go into verbal messages. Listen for tone of voice, speed of the speech, and the emotion displayed. Be aware, too, of what is not being said. One-on-one, notice facial expressions and body language.
New members in particular may be hesitant during visits to the office. Your awareness helps you anticipate their needs. They want to fit in, but are not familiar enough with the church to know what to ask for. Can you offer a pictorial directory, program information, a quick tour of the building?
• Impartial
Some people are more pleasant to talk with, more gracious, more appreciative. The best communicators don’t play favorites. Bias, past negative experiences, or personal prejudices cannot be allowed to hinder clear conversation.
• Thorough
One of the weakest links in the communication chain is that of follow-up.
Someone says, “Call me if you need help with that big mailing.” Call her. Even if it’s for a different task; she is offering willing hands. Someone sends a gift. Send a prompt thank you. You meet with a group of volunteers and discuss plans. Follow up with a written memo of the conclusions reached. In a discussion with a member you say you will do such and such. Be certain to do in a timely manner whatever you promised. Then, let the member know you’ve done the task.
Being thorough, tying up all those loose ends, is a sure mark of professionalism.
Incorporate these essentials into your verbal communication. They will make a positive difference!
