Communication: The Secret is in the Ear of the Receiver
By Sean Haley
Most senior executives and managers believe they are effective communicators, but most are not. It's not for lack of effort or intent, but more likely due to a fundamental misunderstanding of how communication really works.
Effective communication can only occur when the sender and receiver are both focused on the same key elements of a discussion. The challenge is that the sender likely believes that the receiver will focus on elements that they feel are critical and that the receiver will process that information in a similar fashion; ultimately leading to a common understanding of what needs to be done. Therein lies the problem.
Our studies indicate that seventy-five percent of the population processes information differently than we do (Martini, 2013). They also have a proclivity to listen for and prioritize different things that they hear. They are not being rude, but their individual genetics and background cause them to focus their efforts differently than the sender intends.
Think of it this way... when a quarterback calls a play in the huddle, the linemen are listening for a few words to describe the blocking scheme, the receivers are listening for their assigned pass routes, and the running backs are listening for where they're supposed to run or who they're supposed to block. No one is really listening to the entire play, but to be an effective communicator, the quarterback must clearly convey everyone's assignment in a concise way that leaves little room for ambiguity or doubt.
Communication in the business environment is no different. Leaders must learn how to communicate with their teams in a way that they understand, appreciate, and are able to translate quickly into action and results. The concept sounds simple, but the application is actually a learned skill that requires empathy and practice. The Academy Leadership philosophy centers on a timeless truth: leaders must know themselves, know their people, and know their stuff to be truly effective in the workplace. Knowing your people means understanding that most of them process information differently than you. Understanding and capitalizing on those differences is what can make teams excel at just about any endeavor.
When faced with a communication "moment" most people internally process four basic questions:
- How did this happen and how are we learning from it?
- What specific actions are we going to take?
- Who was affected and who else will we need to discuss this with?
- Why are we discussing this issue and/or why is this important?
Although we all process the same four essential questions, we all subconsciously focus on only one or two of the questions. Just like the football players in the huddle, this often leads to misunderstanding, inefficiency, and frustration. If you're the sender and you're focused on WHAT specifically happened or WHAT needs to be done, but the receiver is focused on WHO this is about or WHO we need to bring into the discussion, confusion will likely ensue.
So how do we alleviate this problem and start communicating more effectively? First and foremost, leaders must understand their teams and appreciate how each of them processes information. We've found through our work with leaders that effective communication starts with the Energize2Lead® Workshop. This effective program teaches individuals and teams how they process information, what they listen for, what frustrates them, and what they misperceive about others. Ultimately, breaking down barriers and learning to communicate more effectively, embracing their differences, and capitalizing on their talents and skills. Participants leave this workshop with a powerful new perspective, not only on how they communicate, but on how their team members truly hear and interpret their message. Over time, this proven program has helped numerous companies and organizations improve efficiency, while simultaneously enhancing morale and building winning teams.
Reference
Martini, Perry. (2013). The Leader's Energy Compass: Energize2Lead Profile. Academy Leadership Publishing.
