Effective Communications with Military Service Members Webcast Series
Narrator: In the deployment phase, the service member is on active duty, so no longer working as a civilian employee. [The word “Deployment” is displayed, and then the image of a supervisor sitting at his desk is displayed.] As a supervisor, you may or may not be communicating with a service member. [The phrase “Deployed service members have no obligation to communicate with their civilian employers” is displayed.] The service member, by right, does not have to communicate with his civilian employer; however, many do want to hear from colleagues while they’re deployed. [The image of the employee is displayed again.] Even if the service member gives permission to be contacted, supervisors may not request or ask a service member to perform work.
The phrase, “Know Your Audience,” certainly applies. [The phrase “Know Your Audience is displayed.] It’s possible that the service member is in a very stressful situation, away from familiar surroundings, family and friends. The service member may be located in a remote area, where communication is unreliable. [The screen containing those bullet points is displayed.] Communications to deployed service members should be light in tone, taking into account the service member’s situation. And, since you can’t be sure when or even if the service member receives your letter or message, you need to be patient for a reply. [The image of the employee is displayed again.]
You can use many different methods of communication to stay in touch with deployed members of your staff, to let them know you’re thinking of them and looking forward to their safe return. [A close up picture of the same employee is displayed.] You can mail a letter, or use technology to text, e-mail or even meet online. [A screen with the title “Ways to stay in touch” is displayed. The items “A handwritten letter or note” and “A text, email, or social network chat” are displayed.] Regardless of the method you use to communicate, it’s important to be sensitive to the service member’s situation. Because you’re not communicating face to face, it’s important to choose your words carefully so that your message is received in a positive manner. [On the same screen the items “Always with sensitivity” and “Always with well-chosen language” are displayed. Picture of the employee working at his desk is displayed.]
Let’s take a moment to look at an example of how a supervisor communicates with a service member who is deployed.
[The supervisor is at his desk in front of his computer typing an email and eating at the same time.]
Supervisor [thinking out loud in his head]: Dear Shelby,
Just want to contact you to let you know that since you left, [He rolls his eyes, thinks about what he’s going to say and continues to type.] the work hasn’t slowed down one bit. [He grabs his bowl of lunch and takes a bite. He continues to type.] In fact, it’s actually picked up, and we’re swamped. Since I’m not exactly sure what you’re up to, I thought maybe you could go through a couple of cases. Can you look over the attached documents during your free time to help? [He takes another bite of his lunch and continues typing.] It’d be great if you could get back to me on these tomorrow. Hurry back soon – we really need the help.
Carl [He smiles with and accomplished look and sends of the email.]
[The screen fades to black.]
Narrator: While it’s great that the supervisor took the time to contact the service member, his email is not focused on the welfare of the service member. [A close up image of the supervisor while he typed up the email is displayed.] Instead, this supervisor burdened the service member with his need to manage workload in the office. It’s likely that the service member would react badly to the email. First, she might feel guilty about not being able to pull her weight. Second, the service member would likely be angry because her supervisor has no idea what it’s like to be deployed and has no respect for what the service member is going through. [A screen with those two bullet points is displayed.] By asking the service member to respond within a day, it’s clear that this supervisor was unaware of the service member’s availability and how unreliable technology can be for service members who are deployed to remote locations. [A close-up image of the supervisor while he typed up the email is displayed.] In this scenario, the supervisor failed to follow the “Know Your Audience” guideline; he also showed a serious lack of judgment. [An image of the supervisor typing the email with a scowl on his face is displayed.] Not only is it insensitive to expect a service member to take on tasks for a civilian employer, it is incompatible with military service.
Narrator: Now, let’s look at the communication again. [An image of the supervisor sitting at his desk looking at his computer is displayed.] Watch for ways that this supervisor is effective in communicating with a member of his staff who is on deployment.
[The screen fades to black.]
Supervisor [smiling and thinking out loud in his head as he types the email]: Hey, Shelby,
Just wanted to send a short note to see how you’re doing and let you know that everybody here misses you and your can-do attitude. We’re really proud of you and the way you’re serving our country. We look forward to seeing you home soon. Be safe and take care.
Carl
Narrator: What a difference between the two e-mails! In the video you just watched, the supervisor obviously values the service member as a member of his staff. [An image of the supervisor smiling while typing the email is displayed.] In the second example, the supervisor focused on the service member. Clearly, he was sensitive to the fact that the service member was away from work, family, and friends. The supervisor explained that the purpose of the e-mail was to check on his staff member’s wellbeing. The message was brief, positive and sincere—it focused on the service member’s welfare. [A screen titled “A Good Email” listing those bullet points is displayed.] Reading this email, the service member would likely be relieved to know that her job with VA is secure when she returns. [An image of the supervisor working with a smile is displayed.] The supervisor didn’t ask anything of the service member other than to take care of herself. For all these reasons, the service member likely felt supported by her supervisor and positive about returning to civilian employment with VA.