By Ben Carlsen
Communication is always the top problem whether it's in marriage, friendship, politics, or BUSINESS. Intent gets lost in words, explanation, and understanding. This lack of communication can be frustrating and costly. A sure-fire way to improve your communication is by paying attention to details and being SPECIFIC.
The Ice Cream Example
The other evening a friend of mine and I went to a Dairy Queen for dessert. (The firm's Owner-Tycoon William Buffet would be happy; my cardiologist, Author-Tycoon Dr. Arthur Agatston, of South Beach Diet fame, would not!) In any event, our visit to the Dairy Queen was memorable. I ordered a Strawberry-Banana milkshake, and my friend ordered a medium size cone. The Dairy Queen employee, in all seriousness, then asked: "Would you like ice cream in that cone?" "Of course," my friend replied. (What did they think she wanted, spaghetti?) Then she burst out laughing, and we laughed all the way home.
If such a simple transaction as ordering an ice cream cone could be so subject to confusion, what about all the other, more important transactions, conversations and communications entered into daily?
The Importance of Specificity
I'm not suggesting that the next time you order an ice cream cone you add: "And be sure to include the ice cream!" However, it is important that you communicate clearly and specifically, and verify understanding, particularly in business. Countless dollars are lost through defective products, delivery of wrong or unacceptable products and services, mis-deployment of staff time and energy, misunderstandings about price or time-frames, etc. Additionally, feelings can be hurt, pride injured, customer relations suffer, or frustration and/or anger can arise.
Hiding Behind Confusion
Sometimes they're just having fun at your expense (as is a possibility with the Dairy Queen employee). But generally there is a true misunderstanding; one that is easily avoided through specificity and clarification.
Employees frequently use misunderstandings as an excuse or cover-up for mistakes or delays. It's difficult to hold them accountable when they respond with: "Well, you said it was due on Friday, but you didn't say THIS Friday;" "You said the customer wanted the standard product, but to me that meant the bigger one;" or any of a number of other explanations.
Tips to Improve Communications
--Explain clearly, and in detail; be specific!
--Use simple terms and direct language; avoid unfamiliar terminology
--Be aware of cultural or language differences and barriers
--Don't worry about being too redundant or repetitive
--Don't be embarrassed or offended by misunderstandings; just aim for communication
--Verify understanding. Simply ask the employee, manager, colleague, etc: "Do you understand the assignment?"
The final piece in the communication process is acceptance of the message. After you've done your best in delivering the message specifically and clearly, and verified understanding, you must ensure acceptance. Someone can completely and accurately understand a message but not accept the actions or responsibilities that it entails. The famous line from Mission Impossible comes to mind - "Your mission, should you choose to accept it..." And following was an explanation of the obligations and risks the assignment involved.
You may think you're through at this point, however, there will in all probability be additional follow-up about progress, unanticipated problems, ongoing clarification, questions, etc. Just remember to be specific!
The Ice Cream Example
The other evening a friend of mine and I went to a Dairy Queen for dessert. (The firm's Owner-Tycoon William Buffet would be happy; my cardiologist, Author-Tycoon Dr. Arthur Agatston, of South Beach Diet fame, would not!) In any event, our visit to the Dairy Queen was memorable. I ordered a Strawberry-Banana milkshake, and my friend ordered a medium size cone. The Dairy Queen employee, in all seriousness, then asked: "Would you like ice cream in that cone?" "Of course," my friend replied. (What did they think she wanted, spaghetti?) Then she burst out laughing, and we laughed all the way home.
If such a simple transaction as ordering an ice cream cone could be so subject to confusion, what about all the other, more important transactions, conversations and communications entered into daily?
The Importance of Specificity
I'm not suggesting that the next time you order an ice cream cone you add: "And be sure to include the ice cream!" However, it is important that you communicate clearly and specifically, and verify understanding, particularly in business. Countless dollars are lost through defective products, delivery of wrong or unacceptable products and services, mis-deployment of staff time and energy, misunderstandings about price or time-frames, etc. Additionally, feelings can be hurt, pride injured, customer relations suffer, or frustration and/or anger can arise.
Hiding Behind Confusion
Sometimes they're just having fun at your expense (as is a possibility with the Dairy Queen employee). But generally there is a true misunderstanding; one that is easily avoided through specificity and clarification.
Employees frequently use misunderstandings as an excuse or cover-up for mistakes or delays. It's difficult to hold them accountable when they respond with: "Well, you said it was due on Friday, but you didn't say THIS Friday;" "You said the customer wanted the standard product, but to me that meant the bigger one;" or any of a number of other explanations.
Tips to Improve Communications
--Explain clearly, and in detail; be specific!
--Use simple terms and direct language; avoid unfamiliar terminology
--Be aware of cultural or language differences and barriers
--Don't worry about being too redundant or repetitive
--Don't be embarrassed or offended by misunderstandings; just aim for communication
--Verify understanding. Simply ask the employee, manager, colleague, etc: "Do you understand the assignment?"
The final piece in the communication process is acceptance of the message. After you've done your best in delivering the message specifically and clearly, and verified understanding, you must ensure acceptance. Someone can completely and accurately understand a message but not accept the actions or responsibilities that it entails. The famous line from Mission Impossible comes to mind - "Your mission, should you choose to accept it..." And following was an explanation of the obligations and risks the assignment involved.
You may think you're through at this point, however, there will in all probability be additional follow-up about progress, unanticipated problems, ongoing clarification, questions, etc. Just remember to be specific!
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