17. You Don’t Communicate Alone

Communication always requires two people. In any organization, messages may be communicated up the chain of command, down through the ranks, across the same level, inside the company, outside the company, or through the grapevine. Communication may be formal or informal. Communication up or down the organization usually is more formal than communication with peers. Grapevine communication is often the most damaging because it can run rampant across, up, or down, and usually is based on rumors that become more elaborate as the vine grows longer.

Communication may be conducted face to face, by telephone, through e-mail, or by sending a written message. Face-to-face communication is effective because you pick up on body language cues and match your communication style to the other person’s. Telephone communication is effective when you stay focused on the conversation. E-mail or other written communication is effective when you review and improve what you want to say before hitting the send key.

Performance Prompts

• No matter which form of communication you are using, remember that it always takes two to communicate.

• Communication involves a sender and a receiver of a message. Unless what is said and what is heard are the same, you are not communicating well.

• Words are an important component of communication, but so are the nonverbal messages you send along with your words. In other words, effective communication is a package deal.

• Delivery and timing are crucial to understanding. If you speak before gaining someone’s full attention, your message might not be heard or understood correctly.

• No matter how well you communicate, keep in mind that the receivers of your messages are going to interpret them based on their experiences and states of mind.

When This Happens ...

You have a project to assign to your coworker, Susan. You take it to her desk, but as you are explaining the project, you notice that she is working on a customer’s order. When you tell her the deadline is tomorrow, she gives you a look that strongly conveys her unwillingness to take on the project, grabs it from you, and throws it onto a pile of work.

Try This

Before assigning any project, observe your coworker. If you see that the person is having a bad day or looks frazzled or stressed out, wait until the workload settles down before asking the coworker to assume additional work. Remember, timing is crucial to communicating effectively.

Are you only hearing what is being said? Look and listen to what is really being communicated.