Sorry, can you say that again?
You might not be communicating as well as you think
The greater the nuance, the greater the need for tone, interaction, and density of communication. So, to determine the best way to communicate, consider:
- What is the desired outcome? It is important to define the actions you want someone to take out of the communication. Knowing your objective and how the recipient can internalize that objective will point you towards the degree of interaction required. A widely available digital plan and communication repository can be a guiding light to provide context to objectives.
- How complex is the message? Complexity occurs in a variety of dimensions. To define message complexity further, consider: — How well do you know the person to whom you are delivering a message? — What level of personal experience and specialized knowledge does the person have on the topic? — How many parts of the organization (or outside the organization) does the topic impact or require effort from? — Do we actually understand what we need to do? Or does it require the effort of multiple individuals to figure that out?
- How important is the message? As I have mentioned before, time spent in an in-person meeting is the most expensive, so that should be used in a targeted and deliberate manner. Urgency and novelty can drive your medium choice. Most people receive text notifications in a relatively prominent way — an urgent, brief, and pointed message in this format is likely to be understood quickly and acted upon.
- What interaction is needed? If the interaction is minimal (or not required), an email can suffice. Don’t expect an email debate to yield a clear outcome though. For conversations that engender many questions and uncertain outcomes, text won’t suffice — a phone, video, or in-person meeting is necessary.
- How many people are involved in the communication? The more participants in the communication, the more difficult it will be to deliver a nuanced message. Concise and clear messages are always a goal.
“The single biggest problem in communication is the illusion that it has taken place.” — George Bernard Shaw (Irish Playwright)
As Mr. Shaw eloquently stated, it’s tough to say what someone took out of a communication. Always consider the recipient as well as how your message and chosen medium influences arriving at a desired outcome. Communicating effectively requires a great deal of thoughtful attention. Do it well and everything else gets easier!
By Matt Sitter