In survey after survey, employees place “communication problems” at the top of their frustration list.  Peter Drucker goes as far as to state that 60% of all management problems are the result of poor or faulty communication.  (Dr. Drucker also said, “Most of what we call management consists of making it difficult for people to get their work done.”) 

Anyway, it’s somewhat ironic that leaders, who usually consider themselves outstanding communicators, are usually at the core of “communication problems” within an organization.  Here again perception does not match reality.   

So where do we go from here?  Is this a matter of quantity versus quality of communication?  The fact is we need both.  I’ve been taught over the years that a message must be sent several different ways before it has any chance of being received and understood throughout the organization.  For example, some people don’t like to read and have a difficult time grasping what they’ve read.  They prefer oral communication.  Some can grasps standalone concepts—others need examples or applications to make the concepts more concrete.  Remember, you, as the leader, have the full responsibility to determine how to more effectively get your message across to your audience (whether it be your bankers, your employees, your colleagues, etc.).   

Sometimes, your message just can’t be heard because of all the “static.”  I have a portable radio I listen to each morning.  Sometimes I spend more time adjusting the antenna and turning the radio this way and that than I do actually listening to the radio announcer.  Why?  I’m trying to eliminate the static—especially if it’s a news story that has captured my attention.  I hang on every word—and then the static kicks in and I hear every other word.  It’s frustrating to say the least.   

Think about this in a work setting.  Let’s say your business is in a downturn and you need to communicate to all employees at a company meeting what needs to be done to keep the company viable.  While you’re pouring your heart out about customer service and reducing expenses, many of those in the audience may be filled with static—worrying about job security, thinking about the way someone was just let go, etc.  You need to deal with the “static-producing” issues as quickly as possible if you have any chance of clearly communicating your intended message.   

And let’s all be careful of what I call “technological laziness.”  That is, we use email as a substitute for face-to-face communication.  I can remember times when, as President of a company in Ohio, I would email our Controller—when he sat no more than 20 feet from desk.  Email is a great tool—but it is also a great way to be misunderstood.  How many of us have had to face an upset colleague who “misinterpreted” an email we sent to them.  When in doubt, use the phone or talk to the person directly.

As Stephen Covey has encouraged, “Begin with the end in mind.”  Try to see your communication from the receiver’s perspective.  Ask yourself, “What is my desired outcome with this communication?  What do I want people to think, feel and do after receiving my message?”  

Typically we want our listeners to not only understand our message but also accept and support the message as well.  But remember, understanding comes from the head while acceptance and support come from the heart.  Speaking to both the intellect and to the emotions of your listeners could mean the difference between commitment (which is fantastic) and compliance (which is usually just not enough). 

Here are four dimensions of communication that will help you deliver messages that are not only understood, but accepted and supported: (from Leadership Courage) 

1. Build trust—the core of communication is developing trust.
2. Share information—communicate the “why’s” behind the “what’s”
3. Provide feedback—people need to know where they stand. 
4. Walk the talk—earn the right to be heard; everything you do COUNTS!

It takes courage to be open and honest in your communication. 

Proverbs - Chapter 15:1, 4

1. A gentle answer turns away wrath, but a harsh word stirs up anger.

4. The tongue that brings healing is a tree of life, but a deceitful tongue crushes the spirit.

 Colossians - Chapter 4:6

6. Let your conversation be always full of grace, seasoned with salt, so that you may know how to answer everyone.

 James - Chapter 1:19,26

19. My dear brothers and sisters, be quick to listen, slow to speak and slow to get angry.

26. If you claim to be religious but don't control your tongue, you are just fooling yourself, and your religion is worthless.

 Psa 19:14

Let the words of my mouth, and the meditation of my heart, be acceptable in thy sight, O LORD, my strength, and my redeemer.

 Have a great week. 

 Keith

www.daystarconsulting.com