SUBJECT: Communication
APPLICATION: Communicating for successful relationships
Management Memo
By Thomas P. Sattler, Ed.D., and Julie Mullen, M.S.
Good communication is integral to success in any relationship, whether between you and your staff, members, suppliers or the community. Whether we're describing corporate membership payment options or interpreting EKG results for a client, we need to express ourselves clearly. Because communication seems to come so naturally, most of us pay little attention to honing our communication skills. Although it appears remarkably easy, communicating can easily be hindered by barriers between the communicator and receiver.
Michael Armstrong, in How to Be An Even Better Manager, identifies several barriers to communication and suggests ways of overcoming them. To verify the validity of these barriers, consider how you hear others:
Hearing what we want to hear. Our own experience and background greatly influences what we hear or understand. We often hear what our minds tell us someone has said instead of the actual words. Because we have preconceptions about what people are going to say, we tend to adjust their message if it doesn't fit into our frame of reference.
Ignoring conflicting information. When ideas conflict with our own beliefs, we tend to reject, ignore, avoid and forget them. Or, we may twist and shape their meaning to fit our preconceived notions.
Perceptions about the communicator. It is difficult for us to separate what we hear from our feelings about the communicator. We tend to accept messages from those we like and reject messages from those we dislike. The communicator's credibility largely influences our perception of the message. Even the communicator's body language, such as shifty eyes, uncomfortable postures and facial expressions, affect our interpretation.
Varying connotations. Depending on one's life experience, words can mean entirely different things to different people. Word meanings are not always universal, and tend to depend on our frame of reference. For instance, consider the words, "cheap," "smooth" and "tough." Each has multiple connotations.
Noise. Both literal and figurative noise such as personal preoccupations or distractions can hinder effective communication. Noise can distort, obscure or completely block communication. Think about the "telephone" game children play. One child whispers a message to the next, and it is repeated around the circle. By the time the last child hears the message, it generally has changed considerably from the original message. To enhance your communication skills and conquer inevitable obstacles, consider the following:
- Use direct, simple language. The old journalism rule of K.I.S.S. or "Keep it simple, sweetheart," applies here. Don't use jargon or elaborate language.
- Speak face-to-face. Whenever possible, talk to people directly instead of writing or phoning. This way, you can get immediate feedback and adjust your message according to their reaction.
- Try different channels. To convey a message quickly to a large group, sometimes you must deliver it in writing. Try to supplement this with an oral briefing or individual meetings.
- Repeat and reinforce. Remember, people generally listen to only about one-third of what you say. Repeat yourself often and present your message several ways to emphasize the key points.
- Ask for feedback. When possible, ask the receiver to paraphrase your message in order to clarify and ensure correct comprehension.
- Suit the actions to the words. Do what you say you are going to do, and don't promise what you cannot deliver. Don't be a hypocrite. In order to be effective, messages must be credible.
Clear communication is integral to our business. Use these tips to help you take a closer look at something you currently may be taking for granted.
REFERENCE
Armstrong, M. How to Be An Even Better Manager. New York: Nichols Publishing Co., 1988
Thomas P Sattler, Ed.D., is professor of kinesiology at the University of Illinois at Chicago, and Julie E. Mullen, M.S., is a fitness/wellness specialist for the Chicago Federal Fitness centers, which are sponsored by the Division of Federal Occupational Health of the Public Health Service.
PROFESSIONAL DEVELOPMENT RESOURCES
- A Step-by-Step Approach to Decision-making
- Cultivating Team Creativity
- Enhancing Job Satisfaction and Productivity
- How to Keep Good People
- How to Create an Empowered Workplace
- Jump-Starting Morale
- Learning to Overcome Communication Obstacles
- Techniques for Effective Leadership
- Using Conscious Identifications to Enhance Empathy
- High-value Manager Determination
- The Art of Negotiating: Attitude is Everything
- Structuring Your Writing For Maximum Impact
Committee on Administrators
