To do operations, you need to know these communication skills

People who work in the business often laugh at themselves and do chores, and it is true that the job usually does something very trivial. In the actual operation of operations, we need to work with other departments to improve operational efficiency and achieve operational objectives.

In cooperation with various departments, communication is very important, good communication can often make the cooperation more effective, the project will be more smoothly. In communication with different departments, nature will have some different skills, today to talk about operations, and other departments of communication skills.

Communication with the product

Products and operations are actually people on the same front, and even in small teams, the boundaries between products and operations are blurred. Some product indicators are also responsible for both, such as daily life, the next day and so on. Therefore, it is easier to communicate with the product than to communicate with other departments.

Operations will propose functional requirements, products to evaluate priorities, and there will be disagreements at this time, as operations demand functional requirements, often to improve operational efficiency and data, and product evaluation priorities will be more dimension, first at the user level, then the company strategy, and perhaps finally operational convenience. The strategy of running and product communication at this time is the importance of raising a functional requirement from the user level and the company strategy, preferably with data support.

For example, a line education product, its core function is to see the class, the community discussion function is a secondary function, but for the community operators, the function of the community is very important to its operation, the improvement of this function can greatly enhance the Community's activity, in the case of limited product and development resources, how to communicate with the product, So that it can focus on the functions of the community?

From the perspective of student learning, the community discussion has the teacher to answer questions, to see the class to meet the general needs of students, and the answer is to meet the individual needs of students, the answer function is perfect for the students experience is very important, and we see more and more students to the community to ask questions through data analysis, The teacher's answer is also very timely, this function does not go online as soon as possible, the user experience will have a great impact. And from the company's strategic point of view, the company is exploring other user services outside the curriculum, this is a very important one, so this part of the function priority can improve it? Believe that through such a communication, operation proposed functional requirements, will naturally get the attention of the product.

Communication with the technology

There is not a lot of direct communication between operations and technology, as technology is only required in the product PRD. Only in two cases, the operation will communicate directly with the technical, that is to find the bug and the functional support of the project.

Find the communication of the bug is a little simpler, just to communicate the bugs found to the relevant technical person, and ask the other party to give a resolution date, follow up on it. Here, the clearer the better the description of the bug, the way it can be recorded, and as far as possible to describe the action of the bug, the use of the environment, etc., this is to technical troubleshooting the cause of the bug, and then explain the impact of the bug and user behavior, and state its importance, This is to give the technology a priority assessment of the bug. As an operation, there is no need for technology to give the cause of the bug and how to solve it, just want the other side to give us a solution to the time node, so that we can timely follow up.

About the functional support of the project, you need to communicate repeatedly, to understand the requirements, written in advance acceptance criteria. For example, to find the front-end to write a special page, Operation planning Good topic content, style features, by design to make design drafts, you can and the front-end to communicate. Sometimes the requirements of the function and the standard description is not professional, will let the other side can not understand, this time take the case to say will be much better, I want to make such a page appearance, so for the front-end understanding of operational needs will be very helpful. Do not go with the technology to explore the professional things, only to talk about logic is good. In addition, let people help work, attitude must be better yo.

Communication with the market

There are many types of work in the market, there are a line of promotion staff, there are brand PR staff. And their cooperation is often beneficial to both sides.

The first-line promoter is the most understanding of the user, they will give operational feedback on the front line, and even some things to do, this is very useful for operational efficiency, so and the first-line extension of communication to listen to the main, and according to the information they provide, do some judgment and analysis, and timely to do some to assist the first-line promotion personnel operation activities.

With the brand PR staff will be a little less, and they cooperate with more is the content of the cooperation, they sometimes need some operational data, product details, these processes in line with the good, communication is not a barrier. You can go and talk to them about what they're doing and maybe give you some idea of what's going on in the operation.

Communication with the customer service

I think customer service is the most familiar with the product, but also the most able to find products, operational loopholes and problems of people. The work of customer service is generally to accept the user's consultation, to solve the user's problems in the process of handling the user's complaints and complaints. and customer service communication, you can know where to do is not good enough, users face what problems.

In operational activities, a customer service document is a good way to keep the information on the exchange, and it is also a way to avoid a lot of unnecessary communication. Customer service documentation usually includes the basic content of the activity (event form, event time, event prizes, etc.) and answers to frequently asked questions. In this way the customer receives the user about the activity aspect consultation and the feedback, may respond according to the customer service document in time, but is not again to seek the operator to communicate the inquiry.

Summarize

and different departments of communication skills, although there are differences, but basically there is the same, is clear their purpose, stand in the other side of the point of view to the other side can understand the way to communicate. When you have mastered these communication skills, it will be of great help to advance your project progress and improve your operational efficiency.

Source: 86 Way

To do operations, you need to know these communication skills