S.M.A.R.T. Communication – Strategies for Outcome-Oriented Conversations

SMART goals have been a long-time tool and best practice for setting and achieving goals.  The Specific Measurable Achievable Realistic and Timely (SMART) framework allows you to create a plan for achieving an outcome you want and the ability to measure your progress towards achieving that outcome.  It has been a “go-to” for managers during performance evaluations with employees for establishing agreed-upon performance goals and objectives with direct reports. While SMART goals have been associated with achieving goals and success, they can be an equally beneficial framework for effective communication, especially when there is a specific reason or desired outcome associated with having the conversation.  Think about a time when you needed to communicate with a colleague and the stakes were high because you were both passionate about your ideas and a compromise needed to be made or you were having conflict with a team member and needed to work towards resolving your issue so you could complete a project or task.  If you are a people leader, there are times you have to have a constructive conversation with an employee who is not meeting performance standards.  All of these conversations can be managed in a SMART way to achieve your desired outcome and improve working relationships.  When communication is SMART it applies the following as a framework:

Situation: You have a clear understanding of the situation that needs to be addressed.  The focus of the conversation is about a specific situation or matter, not the person.  Be clear about what’s happened and why it’s important to discuss the situation with the individual.

Mindful: This is about self-awareness. You have taken the time to acknowledge and understand your thoughts, feelings, how the situation has or is affecting you, and what you need to move forward or past the situation. You understand what needs to change and your accountability in creating that change.

Articulate: You have taken time to think about your communication style, how it should be adjusted to your audience, and how you can articulate the facts and what you would like from the other person, or to be different in a clear, calm, and concise manner. Remember, people are not mind readers. It is our responsibility to communicate what we need, when we need it, and how we will know when our requests or expectations have been met.

Reasonable: This is similar to the reasonable person standard in the legal field. Prior to having the conversation, you reflect on the following questions - Is what you are requesting reasonable?  Are your expectations reasonable?  Are you being fair and objective with what you are asking for?  How would you feel if this were you on the receiving end?  How would you want to be treated or spoken to? Would a normal person consider this to be reasonable? 

Timely: Effective communication is not a dish best-served cold.  It is best and most effective when it is given in a timely manner, this is when the situation and recall of events are still fresh in everyone’s mind. Timely communication allows concerns to be addressed early so they don’t fester and continue to build up.  Issues can be discussed, addressed, and resolved quickly, and relationships can continue to flourish, and not deteriorate because the other person is unaware of the problem or magnitude of the situation.

SMART conversations begin with having the desired outcome in mind and knowing what the specific outcome you want looks like when it comes to fruition.  SMART conversations take into consideration that there is a person on the receiving end who is a human being with feelings and deserves to be treated with respect, dignity, and professionalism.  At the heart of the conversation is also a relationship that needs to be managed and preserved, whether personal or professional, and the desire is to keep the relationship intact because you need to work collaboratively with the individual, or you care about continuing to have that person in your life.

When you take the time to plan and prepare for a difficult or constructive conversation in the same manner in which you would create SMART goals, you increase your chances of having an effective conversation and achieving the outcomes you want.  Be SMART in your communication!