People. Processes. Performance.

People. Processes. Performance.

Documenting investigations requires technical and interpersonal communication skill sets. Do employees receive sufficient training in both areas?

WD Communications delivers writing courses to employees who document investigations in lab and manufacturing environments. During these courses and individual coaching sessions, these employees share challenges and frustrations about different aspects of their incredibly complex job. Lately, we detect a clear need for interpersonal communication skills training.

Documenting investigations is a highly technical task that often comes with heavy workloads and tight deadlines. Many companies provide training on problem solving and technical writing skills for employees in this role. However, before these employees perform root cause analysis and document corrective actions, they often conduct investigative interviews with technicians, scientists, or operators.

It is in this investigative interviewing phase that effective interpersonal communication skills are required. Self-awareness, assertiveness, active listening, flexibility, and capability to build trust and rapport are essential to conducting effective interviews.

Ironically, these employees rarely receive training to help them develop comfortable and functional communication styles necessary within their roles.

Ineffective communication delays timelines, affects the quality of investigations, and hinders employees’ overall performance.

In the investigative interviewing phase, non-assertive employees may reach out for information too slowly or be uncomfortable asking necessary, probing questions. Aggressive employees might rush communication or promote defensiveness within interviewees. Important investigative details can be missed at either end of this communication spectrum.

So, how do employees who conduct and document investigations hone communication skills? How do these employees develop flexible interpersonal strategies?

During onboarding or within professional development plans, training that addresses the human side of this technical job is necessary. Interpersonal communication skills training would contribute to higher productivity and employee retention as well as more efficient investigations and well-written reports.

Equal attention to people and processes supports improved individual and corporate performance.
Interested in training on Documenting Investigations and Interpersonal Communication Skills? Contact us. 

Jill Mazza is a Senior Consultant with WD Communications and a Certified Professional Coach. Jill takes a holistic approach to training and development. By integrating personal and professional goals, she helps clients communicate more clearly and confidently on and off the job. With attention to energy and mindfulness, Jill creates experiential learning environments that increase self-awareness and promote healthy self-esteem.