10 tips for careful communication
Many mishaps and misunderstandings in the office stem from poor communication. This leads to value destruction, as it diverts the organization’s efforts from value-added tasks to focus on containing and rectifying the situation.
Communication is all about the transfer of information and ensuring that people have the correct information to make the best possible decisions. We are all information brokers. Our responsibility is to ensure that we make the best decisions with the information available and to be open to the fact that someone may have information that could affect our decision.
Here are some tips for careful communication.
- Avoid “Reply All”- Too often, people hit the “Reply All” button. Most of the time it is not justified. Before using “Reply All”, ask yourself “who really needs to be included?” and limit your response to those people.
- Only include those that need to be included- Many times emails are sent that include everyone, most of whom don’t want or need to be included. Be respectful of people’s time and only include them in emails that require their attention. Some emails should be sent as information. A simple technique to help would be to include only those that are part of the decision making or require “action” in “to:”, and all others included for information are included in “cc:”.
- Follow up a conversation with a confirmation email – Remembering that some discussions are best left out of emails, there’s nothing wrong with sending a follow-up email to clarify the important points of a discussion. Something like “Based on our conversation…” will provide an opportunity for others to clarify if there were any misinterpretations or understandings before things start.
- Whenever possible, avoid email. It’s always better to walk to the next cubicle or pick up the phone to discuss a situation instead of sending an email. Email is a widely overused method of communication that can easily get out of hand. It’s amazing how easily an email can be taken out of context, whether it’s; Incorrect wording or capitalization. By speaking directly, you have the ability to clarify or dilute a situation before it snowballs.
- Make a clear distinction between fact and opinion. Often times, opinion can be misrepresented as fact, which can cause further confusion and blow issues out of proportion. An opinion that is stated or perceived as fact will make the recipient defensive and less open to communication. Arguments take on a completely different tone when they are based on facts versus opinions. A fact-based discussion can be perceived as confrontational and an “I’m right, you’re wrong” tone. By contrast, an opinion-based discussion is subjective and is based on an accumulation of facts that is more easily disseminated since everyone is entitled to their opinion. By clearly distinguishing facts and opinions or objective and subjective observations, the recipient is more likely to be open to discussion and less defensive, resulting in better communication.
- When you receive a communication, always listen- Before ruling out or jumping to conclusions. Hear the full message and don’t get caught up in the way the message is delivered. Focus on understanding the message. Before assuming negatively, politely ask for clarification and help in understanding. Many times the message received is not the one that was intended to be sent.
- Avoid communicating when emotional– Emotions such as: anger, frustration, pain, impaired judgment and can result in sending a message that should not have been sent. When you find yourself in this situation, compose your message and walk away. Take some time to clear your head and get your composition back. It is better to abstain than to regret. Always keep it composed when you communicate, especially when you send an email. If you’re sending an email on a sensitive topic that could or has stimulated an emotional response, always wait until you’ve regained your composure and objectivity before hitting send. Once it is submitted, it is available with little chance of getting it back. Although many email programs have a recovery feature, the reliability is very low.
- Remember that some topics are best left out of the email. Although email is a great tool for keeping track of conversations, some content is best left out of email. As emails are easily misinterpreted, caution should be exercised. Email may be subject to litigation discovery. Many court battles have been won over misinterpreted emails. Before you send an email, ask yourself if this is something that shouldn’t be open to discovery.
- KISS rule- Keep it short and simple. Always make sure your communications are direct and to the point. Clarity is the best cure for miscommunication.
- Most importantly ALWAYS exhibit Humility. Always remember that communication is an exchange of information. When dealing with other people, remember that we are all information brokers and some have information that others do not. By understanding that we or someone else may not have all the information to make an informed decision, we can be more open-minded about sharing information. This will lead to better communications and better decision making.
