COMMUNICATION IS KEY

Every church has a unique set of challenges, but we all share one ongoing struggle, regardless of size and style. You may be the only paid pastor on staff, or perhaps you’re on a team of 40 ministers. Regardless, we all share a deficiency in the area of communication. Why is it so important? Our communication ultimately speaks value to those around us. If we lack communication skills, we risk making those closest to us feel disconnected from, or worse neglected by, us.

While we live in a day of mass communication, technological advancement, and social media, these modern benefits have not completely solved our problems. In fact, if we’re not careful these tools can actually work against our progress. Less important things can dominate our day, while our primary responsibility becomes an afterthought. Good things can easily distract us from great things. We must remain focused on those things that are moving us toward our stated mission and vision of the church.

Who should get our attention?

Ministers must remain aware of the unique work environment of a church staff. Like any organization, we have internal communication among co-workers. Ministers must communicate with assistants – assistants must communicate with other assistants – and ministers must communicate with other ministers. The need for clear and consistent internal staff communication cannot be overstated.

Another area of internal communication is between staff and laity. This is particularly challenging when navigating through change. We have all made mistakes in this area, but we must not simply accept our failure. Church leadership should be intentional to make needed improvements, refusing to be satisfied with status quo.

Our members should understand the “why?,” before we tell them the “what?” or “where?” The mission and vision are the foundation for everything you do as a leader and a team. For example, our church has adopted a primary target of “Young Families with Children at Home.” This doesn’t mean we are only reaching out to young families, but it does help us focus our resources and attention toward a primary goal that directs us toward accomplishing our mission.

Our mission as a church is “to help people in the Upstate connect to Jesus to change their world.” So when a decision is made, we all know the answer to the “why?” question. While this doesn’t mean everyone will agree with the decision, it does help them understand why the decision is being made. The church is not wandering aimlessly down a path without a destination in mind. God has given us a clear vision and mission. Our leadership is intentional, taking every step with the end in mind.

It would be difficult enough if our only need for communication was internal, but in some ways the most important group consists of those people who are connecting with your church who may not know Jesus. External communication with prospective members cannot be forgotten in a discussion about communication. It is so easy to allow a contact/inquiry to slip through the cracks or forget to call that number or schedule the meeting.

One major concern here is the eternal spiritual condition of these prospects. While church members are important, unchurched connections are in no man’s land. We’re often unaware of their salvation. We must not drop the ball in this area.

What can we do to ensure our communication is clear and consistent?

Every church I have served has attempted to improve in the area of communication. Growing churches often have a greater challenge in this area because of the changing systems and expanding ministries. So we should see this as a tension to manage. As long as we’re reaching the lost, expanding the organization, and growing the church, we will have a need for improved communication.

I want to share with you a new standard of communication we are beginning at First Baptist Simpsonville. This standard will apply to all areas of communication, including phone, email, text messages, etc., and it will reach every party mentioned above, both internal and external. What is the system or process we should follow when we receive communication from someone?

1. First, we must acknowledge the contact within 24 hours of the initial connection. Regardless of who the party is, or what their concern might be, we must acknowledge their contact. Now, we’re not talking about spam emails or salesmen. These are the three categories mentioned before: fellow staff, church members, and prospects.

Now we may say, “I don’t have an answer for them yet!” Then your initial acknowledgement should be easy. Simply write back and say something like, “Thank you for your email. I will jump on this and find out an answer asap. Thanks…” Now, that was painless wasn’t it? By doing this, you’ve communicated value.

Even though you don’t have an answer, you’ve acknowledged their question was important, and you have also relieved any stress they may have, wondering if you’ve received the email at all. You have reassured the person that they are important to you.

2. The second step is just as important as the first. We must either answer the question or refer the question to someone else. It’s awesome to see a team member solve a problem in one step. Let me say it like this: Solve it yourself when you can. Close the deal, and move on to the next task. We often have the answer, but we pass the buck to someone else. A simple solution is delayed because of laziness or lack of concern.

When necessary, refer the question to someone else. This is not “passing the buck” when you’re not informed or equipped to handle it. We need to work as a team that understands they are not expected to know everything. They just have to know who knows everything. You’re not going to always know what is going on in every area of a growing church. This is a challenging growing pain. People who use to know everything in a previous structure may feel out of the loop after adjustments are made.

We shouldn’t be embarrassed when we feel out of the loop on some projects, but we should feel like a failure if we’re unaware of who to ask about a subject of concern. Lack of knowledge of the details leads to an imperative dependency and trust on our team members. We are not the “end all,” and we are not in charge of everything. In fact, as Lead Pastor, I am often surprised at how many details I am unaware of until things are made public.

While the mission, vision, and values are indisputable, the details are left up to each ministry team. I am not saying that teams shouldn’t communicate the details of their ministry with other teams. This goes back to our initial conversation about internal communication. But realistically, we will never know everything we want to know. You will be caught unaware. When that happens, REFER that contact to someone else.

3. We often get the first two steps, but leave out the follow up. This final step of follow up should be seen as a safeguard, a system of accountability. Some may say, “We’re all grown!” And I’d simply ask, do you have a communication problem? I’m an adult who makes mistakes. I have forgotten to make a call or write an email on multiple occasions. This does not make me a bad man or a bad leader. It makes me human. But my ignorance or denial of this reality would be an indictment on my leadership. I need to humble myself enough to allow someone to check behind me.

My assistant keeps a list of things I’m suppose to be doing and people I’m suppose to be responding to. I don’t simply allow her to do this; I’ve asked her to hold me accountable. This principle will help us all communicate more effectively. Create a system of self-accountability, but also allow others to follow up with you.

We are revamping our strategy at FBS, fine-tuning an overarching system of reporting on prospect follow-up. While this will not solve all communication problems, it will ensure those VIPs (very important prospects) are not neglected. So what can we do to build safety nets for our additional contacts? You could set a new standard by asking everyone to send a follow up email one or two days after the initial referral, just to make sure the co-worker has received and responded to the contact. Again, pride would resist this, but humility would embrace it. After all, clear communication is the goal.

In the game of baseball outfielders often misplay a ball that’s hit in the air. In such cases, the teammate beside them is tasked with the responsibility to come behind them to assist in the effort. The truth is no one wants to drop the ball, but we should all be more than happy when our fellow outfielder has our back.

What about the presentation of the communication?

You have heard many times, it’s not what you say that matters as much as how you say it. We can present exciting news in a depressing manner, and you can present a negative report with great hope and encouragement. How we communicate matters as leaders. Our people will never be more motivated than their Pastor. The laity will never rise above the leadership. It is imperative that we cast a compelling vision for the future and motivate the masses to embrace God’s best.

It is not your responsibility to take a poll or conduct a weekly survey on the temperature of the people. Do that, and you’ll drive yourself crazy. Be a thermostat, not a thermometer. Sheep need shepherds, not surveyors. We obviously build consensus in the process of developing a plan, and we ask the important questions of the laity along the way to confirm the vision.

Once the destination is determined, we set the GPS and move toward the finish line. Loving everyone along the way, we are called by God to lead His people toward His perfect will for them. A quick Old Testament survey will reveal that God’s people do not always immediately embrace God’s will for them. In fact, they often go toward the Promised Land, kicking and screaming. Do you remember what the Israelites did on the other side of the Red Sea? (Exodus 15-17) They complained!

This response is not exclusive to the Old Testament; every church leader understands the challenges Moses faced in the wilderness. Still, God has called us to lead His people. This is a great honor and responsibility. Remember you are a thermostat, not a thermometer. God has called you to set the temperature in your church, and He will empower you to do it through His Spirit.