The key to all communication is the ability to listen, understand, and respond effectively. Sounds simple enough doesn’t it, but so many people don’t and can’t communicate effectively. I always thought communication was one of my strong points, I still do, but even I work hard on using the correct form and means of communication for the people I need to communicate with. Communication is so much more than what is spoke or written, it is also about body language. More communication and understanding of a statement is taken from visual clues than the words said or how they are received. That does not mean tone, choice of words used does not affect the understanding or the requirement of the need. For example, a slouchy person with a bored expression will convey a very different message to the same person who says it with a smile, enthusiasm and passion. Same message but different meaning relayed.
I have often been mocked for some of the acronyms and strange turns of phrases I use, but for me they have all assisted in communicating effectively. Things like KISS it (Keep It Simple Stupid) or ‘Smile when you dial’. They may seem dumb but can make a big difference when trying to communicate with people where English is not the first language or where communication is over a telephone. As noted above communication is predominately body language so telephone communication is far more complex as you are relying purely on oratory and aural clues to assist in your understanding. This is where your type of listening becomes important. Are you active or passive? A passive listener will listen to what is being said, but not really hear, and therefore will not truly understand. An active listener, hears what is being said and relays on tone, incantation, intakes of breath, background noises, mutterings from others on the phone if a group call. Being an Active listener can be exhausting but also fulfilling. Why? Because you actively hear what people say. People feel included. People feel part of a wider conversation. If you are interested, I am an active listener. In fact I class myself as a hearing person rather than a listening one, as listening sounds so passive – don’t you think?
This is only part of the story. How you say and what you say also has an effect on your audience. Using negative language has a negative impact on the story you are trying to tell. Words such as No, Impossible, Not Realistic, Problematic, Just are words that suggest failure. However, the use of words of:Is it possible it? I know this is a challenge, but can we? Can I propose, Yes, can not only alter the message you send but the way the audience receives that message.
So far I have talked predominately about spoken communication but written is just as important. How to get the message across effectively and efficiently and succinctly. Many of the secrets of effective spoken communication also applies to the written. Use positive language. Keep it simple. Engage your audience. With emails tell people in the header do you need feedback or is it just for information. In emails your first paragraph should contain all the information your reader knows in five simple sentences. and should follow the five W’s. Who? What? Where? Why? When? and How? If all these points can be covered in the first paragraph, the rest of the email is filler or surplus or background data. I was once told you should be able to cut any email, or article to that first paragraph and understand, what is being asked for, why it is needed, when it is needed by, who for and where will the change and impact happen and how this will take place. If you can’t answer these questions from the first paragraph, you need to go back and re-write. Not all of the five may always be relevant such as the how, as this maybe still to be decided or the when but reference should be made to this so people know what to expect.
Big failures in writing is the use of slang, acronyms and abbreviations as if everyone is aware of what they are.That does not mean don’t use them but if you do, the first time you do you should spell out what it means in brackets. This takes you back to my KISS it rule. Don’t use 10 words when one will do but don’t use a complex word like vacillate when you mean undecided or to be decided. Say what you mean. Don’t use popular terminology to refer to interested parties (stakeholders); or the ideal plan would be (blue sky thinking says); projects (programmes) stick to the non-bracketed language to prevent confusion and mixed understanding. Everyone thinks they know what these words mean when spoken but when you ask people, they all have some different interpretation.
However, key to all communication is making sure your audience understands your asks, so repeat and summarise your requests, either on the call, with a follow-up email, or both if on a call. On an email provide a further summation at the end if needed. Let them know they can reach out to you for guidance and clarity if needed. Set clear deadlines and expectations and make sure everyone is clear on their tasks.
Communication will always need fine tuning, but hopefully following these simple tips will help you get the most out of whatever method of communication you use.
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