Mueller - How do we communicate?

The other day I spoke with someone who said she really enjoyed reading the Carnegie's Corner article, much to my delight. Then she promptly suggested I write my next article regarding communication. When asked about what specific aspect, she made a comment regarding getting to the point. I just realized it took me 52 words to begin this article!

In the everyday life of business, or in the "new normal," we are expected to do more better, faster, with less, and achieve greater results. It is incumbent upon us to incorporate brief, concise, accurate information into our communication styles.

Being in the training field, I know many companies who have invested in programs involving business writing and grammar. It is imperative that we have a basic knowledge of grammar so that we do not change the meaning due to incorrect word usage.

It is also important to realize that even in e-mails, we must be able to communicate in bullet points. Our colleagues will soon realize that we are effective communicators, and our e-mails will not be automatically deleted.

As the writer of this article, I am often either frustrated or amused by the number of words I must omit to stay within the targeted number of words required of me. There is often much extraneous information -- I like to talk, and therefore I like to write with more words than are necessary.

The same is true of verbal communication. More often than not, we waste time and frustrate our coworkers with too much information. It is not necessary to tell how the watch is made, when the other person just asked what the time was! The opposite is true as well. Some people talk in generalities. If we are asked what time we will return from the meeting, it is not enough to say, "later." It is better to give an approximate, realistic time.

The interesting point about verbal communication is the famous study by Albert Mehrabian who demonstrated that the way in which we receive communication breaks down like this: 55 percent of how we communicate is through body language, 38 percent by our tone of voice, and 7 percent by the actual words.

So, it is not enough to be brief, accurate and to the point. We must be congruent with our words, using the appropriate body language and tone of voice. For those of us with teenagers, how many times do we ask them if they understand something (most likely something that has come about as a result of a lecture or discussion) and they say "yes" but are rolling their eyes? Sometimes I think my children should be perceptive enough to at least try to look like they understand and are going to cooperate. And yet, in business I often see adults do the very same thing.

I saw a sales person giving a passionate presentation only to have his arms crossed. I have seen a health-care provider positioned away from the patient as if ignoring the patient. I have heard many managers run meetings with little or no enthusiasm in their voice. We must be congruent in everything we do to be effective communicators.

Does this sound a little ridiculous, a little too basic? Start watching those around you. I suspect you will find many inconsistencies. What is the value of making sure we are consistent ourselves? It all goes back to credibility and leadership (and perhaps training, of course!)

When we are deliberate, concise, effective communicators, we are assured of leading people to the next higher level of performance. And in today's business world, performance is what we are all about.

Sharon Mueller is the regional manager for Dale Carnegie Training-St. Louis. Dale Carnegie Training is the world's oldest and largest training company. Dale Carnegie Training can provide a keynote speaker, public courses, or comprehensive organizational training programs for your organization. Mueller can be reached at 332-0900.