It is not uncommon to lose communication with members of my team. Perhaps they simply go offline for a few hours or even to an extent where they don’t appear at work for many days in a row.

In the western culture that I live in, if someone was not to turn up to work for a few days they would no longer have that job! For my team who are primarily based in the Philippines, it is a very different story. There are many situations and circumstances that are outside of their control that can prevent them from being able to work. I have experienced this situation with everything from power interruptions, poor weather, to last minute family commitments.

The most important aspect for me is to continue the communication. I genuinely want to know first and foremost that they are okay and that they are well. Not hearing from someone for a few days can tend to indicate that something may be wrong, so communication is critical. If one of my team is experiencing a loss of communication due to poor weather or their internet connection being offline, it makes communication very difficult. I rely upon an internet connection to communicate with them let alone for them to be able to do their job.

Here are 3 points to help you when you face this situation:

 

1. Gather All Contact Details

I use a shared Google Doc with a web form for all my team members to submit their employee details to me. This includes all forms of communication from online options to offline details such as personal addresses and even emergency contact details.

I therefore have many points of contact for all my team members. I can send them a text message, contact them on Facebook, and I can even check their social profiles to see if they have been active or if any notes have been left by friends on their account.

At times, I have even used the emergency contact details they left me to inquire about someoneís well-being. Basically just insure that you have multiple contact methods for your employees. Use multiple instant messengers, social profiles and phone numbers.

2. Establish Processes

My team know that it is acceptable for them to not work when there are situations that are out of their control, however it is unacceptable for them to not try and make contact with me. I donít expect them to make contact but I do request that they attempt to.

I donít mind if they send me an SMS or a Facebook message, just as long as I am aware of the situation and what is happening.

Establish a process for your team on how they can communicate with you and what expectation you have. For my business our tasks are critical and scheduled so I really need to know even if they are going to be late starting on a particular day. Your business may not have as many time restrictions as mine does and therefore you may not require them to contact you if they are simply going to be late.

Regardless of what culture you want in your team, it is important that you have a process in place and that everyone is aware of the expectations.

3. Use Social Media

Communication involving phones and cell phones in a lot of countries can be expensive, particularly for international calls. My team located in the Philippines find it very expensive to send a text message to Australia, so I encourage them to use social networks.

They may not be able to access the normal working computer, but they may be able to log-on at a friendís house to Facebook.

You can also use social media to monitor your teamís social networks if you have not heard from them. You may see their friends leaving comments on their Facebook page wishing them to get well soon and therefore you know that they are unwell.

 

Understand that there are situations that are outside of the control of your team and you will lose communication. Ensure that you are well prepared with contact details and processes to limit the effect it has, both on yourself and your team.