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Leading Ideas: The Problem with Communication

BY Fast Company staffMon May 9, 2005 at 6:05 PM

"The problem with communication is the illusion that it has occurred." -- George Bernard Shaw (1856-1950) Irish playwright and essayist

Last week I visited with a client who was fuming about mistake a staff member had made. She claimed the staff member didn't listen to her directions. I asked her how she was so sure it wasn't her fault for not communicating them clearly? She cracked a smile and said, "just trust me it wasn't."

Something to consider:

Communication occurs when someone understands you - not when you speak. Don't mistake speaking for communication. Words are merely the tip of the iceberg. They're what the world gets to see. What they don't get to see is the thinking that lies below the surface of the water. And as such, they don't always understand where you're coming from even if they hear your words.

To be an effective communicator, expose the logic of how you got to your conclusions. Let people see your thinking. Ask them to repeat your ideas back to you so you can be sure they understand you. And do the same for them. Realize that if you think there's a chance that you didn't get your point across you're probably right.

Something to try:

The next time you want to get an important point across:
1. Take some time to jot down your thinking behind the point.
2. Share the point and the supporting thinking with the other person.
3. Allow the other person to probe into your thinking.
4. Paraphrase each others' points to one another.
5. Finish by agreeing on how you will stay in communication.
6. Realize that some issues might take more than one conversation to fully communicate.

Question: How do you make sure you're communicating clearly?

Topics:

Leadership, George Bernard Shaw, Entertainment, Performing Arts, Theater, Theatrical Plays


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Recent Comments | 13 Total

May 9, 2005 at 10:07pm by steve

asking someone to repeat what you just said is demeaning to their intelligence and hurtful.
they'll hate you for it, and do an even worse job. likewise, asking them "does that make sense?" most peeons will jsut say "yes" because they fear making you mad by saying "not really"
there has to be a better way.

May 9, 2005 at 10:24pm by Mike

re: post from steve. I think it can be demeaning to ask someone to parrot what you just said back to them, but if you're having a true dialogue that's not the case - it builds on both parties understanding.

I also think the fact that your refer to anyone you work with as a peeon is very telling of the inherent challenges you'll have in communicating effectively with them.

May 9, 2005 at 11:33pm by Pod

peeon is not a word. It's peon, and it has nothing to do with peeing on anyone.

May 10, 2005 at 2:24am by hokoch

i like the quote by Shaw and "Communication occurs when someone understands you - not when you speak" by author. Infact, there is an assumption "Communication is getting the feedback you want" from NLP which is also carry about the same meaning.

Asking someone to parrot what you just said do not really have to be demeaning? It depends. You may start with, "How do you think of the idea?", follow by "Can you share why you say so?". With the right attitube and technique it can be very fruitful communication

May 10, 2005 at 3:30am by Satish Patel

I believe that 'Communications' is a highly complex subject and it would be incorrect to try and attempt to give a one-liner as a definition of this word (communication).
As I see it, Communication is a two-way affair. Good communication takes place when persons involved think and talk on an adult-to-adult basis.
On the other hand, if in reply to a simple question the answer is an angry response, not only would communications breakdown but ill-will and avoidable tense situations could be created.
I strongly believe that for good communications to thrive, people involved should keep in mind 1.their own personal attitude to persons involved,
2. prevailing environment,
3. the need to understand what problems other persons may be facing and
4. approach a 'question' in a problem-solving manner.
One could go on and on but perhaps these points/views should suffice for the present.

May 10, 2005 at 4:29am by Anderson

I recall a college speech class where the professor stated that we were responsible for our audience to understand what we were saying and the meaning behind what we were saying.

Also, we should also discuss the listening aspect of communication. It seems obvious that's where so many things break down.

May 10, 2005 at 8:49am by Meghan

This article reminds me that communication is not as much a science as an art. It isn't about pouring out your knowledge for someone else to pick up as if they were collector's items. Both parties must be involved on a personal level. It is about building a relationship where both parties can understand where each other is coming from, so that each comprends the subject matter and both leave feeling rewarded from the experience.

In regard to the issue of whether or not a person should repeat what they have learned back to you, this is a basic part of learning. It is akward and uncomfortable the first few times, but you get better at asking and people get better at understanding that you have no ill intent, that this is a requirement of communicating effectively. Also, you should be repeating back what you understand to those that are teaching you or asking tasks of you, so that you are not the one who misunderstood and made a blunder due to your poor communication skills.

Good Luck and Happy Communicating:-)

May 10, 2005 at 11:55am by Danny C.

>

I was recently in an organization where a particular manager was having trouble retaining staff. Her excuse was always, "they just don't get it." Interestingly, she could never get across what "it" was.

I noticed in conversations that she never bothered to check for understanding. When I asked her about her lack of follow-up her response was, "It's not MY responsibility to hold their hand. Besides, I don't have time for it. I have work to do."

May 10, 2005 at 2:50pm by Ron

Great quote! Great question! Meghan, I get it. If you want your point to be understood, make sure it contains value for the receiver(s). We must want to receive the message.

As a sales coach and business development specialist, it is my experience that when you want someone to buy from you, stop trying to sell them. Ask them questions that illuminate their value from the point you are trying to make. If we don't hear or see value in what we are telling or being told, the receiver will never get the message. A few summary or review questions are entirely appropriate and generally welcomed by all.

May 12, 2005 at 1:02pm by Mat

Regarding the story from danny, i suspect that the "work" that the mgr. had so much of had as much to do with her unwillingness to ensure that others understood her as it did with anything else. in short, her unsuccessful communication contributed to turnover and her workload - training new employees.

May 12, 2005 at 6:04pm by Ann

While asking a coworker to parrot back what you just said is demeaning, it is also ineffective.

It's my home communication that I can watch the degree of real communication more intimately than in business. Both my daughters and my husband are quite adept at saying my words back to me, but still will do unintended actions. Some people are more literal than others and I have a mix at home.

I find that asking for feedback or an opinion gives me a better view of our mutual understanding.

Communication is like everything else. If you don't have time to do it right, then when will you have time to do it over?

A.

May 21, 2005 at 2:08pm by Julie Pierce

There will never be any kind of communication if the other party refuses to listen.

Remember, according to some, they don't have to listen. They already know it all.

What might I know after working at a company for seven years...obviously nothing.

The workplace, the media, and even this post.
There is no method of communication that will get through to everyone because people pick and choose what they want to hear, read, see.

If you are up high enough on the ladder, if you have enough money to broadcast on your own.

Maybe you can communicate what you really think otherwise forget it.

May 25, 2005 at 11:11am by Julie Pierce

Sorry about the duplicate posts take them out.
The site was saying that there was an error when I posted and made it seem it wasn't taking.
Again Sorry.
Julie