How well do you really communicate?
- Chris Swan
- Apr 18, 2023
- 6 min read
Author: Chris Swan
Effective communication is a crucial aspect of workplace behaviour. It facilitates the sharing of information, helps build working relationships, and creates a shared understanding of our surroundings. The success of any organisation relies heavily on the ability of its employees to communicate effectively with each other. This is especially important when it comes to organising and coordinating efforts to achieve organisational goals.
However, the purpose of communication is often misunderstood. Many people mistakenly believe that effective communication means achieving agreement or guaranteed success. For example, individuals may think that if others simply understood their point of view, they would automatically agree. Similarly, if something doesn't go according to plan, it's common to assume that the failure was due to a breakdown in communication.
The reality is that effective communication does not always lead to agreement or success. Even if a plan is communicated effectively and clearly, it doesn't mean that everyone will necessarily agree with the idea or that it will be successful. The plan itself may be flawed or unrealistic, and this can negatively impact its chances of success.
However, if everyone communicates effectively and works together to develop a shared understanding, the plan has a much better chance of succeeding. This requires a willingness to listen, ask questions, and engage in open dialogue with others.
In this blog, we will explore the various ways in which we communicate messages, examine models of the communication process, and contextualise our general understanding to better appreciate the role of communication in business. But first, let's define what we mean by "communication".
Communication is the process of sharing information with others, with the purpose of achieving mutual understanding. This occurs on multiple levels within an organisation, including interpersonal communication between colleagues, team communication, organisational communication, and communication with the wider world. Through communication, we share perceptions, information and meaning with others.
In addition to interpersonal communication, it is also possible to engage in intrapersonal communication, or communication with oneself. This may seem unusual, but it is a common occurrence in our daily lives. Inner monologue, or the voice inside our head, is an example of this. It can be a silent, one-way conversation we have with ourselves, where we ask rhetorical questions or articulate something we need to remember.
Although this blog will primarily focus on interpersonal communication, we mention intrapersonal communication because the conversations we have with ourselves can affect the conversations we have with others. For instance, negative self-talk can easily translate into negative tone of voice, body language, or facial expressions when communicating with others. Therefore, it is important to be aware of our inner dialogue and its potential impact on our interactions with others.
For now, let's shift our focus to the various ways we communicate with others.
No matter how you approach it, the message is the central element of communication. It is the message that contains all the information, and it is this information that we strive to develop a shared understanding of.
Messages come in all shapes and sizes and are used for a variety of purposes. They can be powerful enough to bring entire civilisations to their knees, or as simple as asking your partner to pick up milk. Some messages are complex, while others are straightforward. They may be well-structured and deliberate, or they may ramble on. They can convey abstract concepts or be more pragmatic in nature. But regardless of the scenario, the purpose of a message is always to communicate something.
Messages can be delivered in a variety of ways, but they typically fall into two categories: verbal or non-verbal.
Verbal messages are a form of communication that relies on the meaning of words, both denotative and connotative, to convey a message. These messages can be either written or spoken. Verbal messages are often crafted with care, and we usually take time to think before we write or speak, except for those who tend to speak without much thought. However, even with the effort we put into our verbal messages, there is still the potential for miscommunication. Here, we will examine how these message types are applied in practice and provide tips to improve our verbal communication skills.
Written communications, although not spoken orally, are still considered verbal communications because of their reliance on words. Written messages within an organisational context might include emails, letters, memos, policy/procedure documents and even instant messaging. Written communication have a number of advantages over spoken messages. They are relatively permanent and can be recalled when needed, they take time to create and deliver (great for those occasions when a little time provides some needed perspective) and they give the message recipient time to digest information before they must respond.
One significant issue with written communication however is the need to trust the reader. Because the information is consumed without you present, the onus is on the reader to maintain interest in the message, give due attention to the information and interpret your meaning. We can however increase the likelihood of written communication success, as expressing yourself via written communication is a skill that can be learnt, developed and improved. Here are some useful tips to improve your written communications within organisations:
Consider the layout, design, and formatting of any written communication. It should reflect the message content and be accessible or easy for the reader to consume.
Tailor your written communications to the audience's expectations, needs, and perceptions.
Say everything you need to say and nothing else. Keep your written communications to the point, give detail where it adds value to the reader, but avoid introducing supplementary or unnecessary information.
Ensure accuracy by presenting factually correct or accurate information, as readers sometimes bring their biases and opinions to communicated messages. This helps build a credible argument.
Consider the context when writing any message, such as tone, level of formality, degree of directness, and thoughtfulness, as every message has unique requirements, and there is no one formula to follow.
Verbal messages include spoken communications, which might include meetings, presentations, informal conversations, briefings, phone calls and recorded audio/video materials within an organisational context. Depending on the situation, spoken communications may be more appropriate than written communications. Spoken communications can be delivered and consumed quickly, allow you to address multiple people and concerns in real time, and form stronger interpersonal relationships than written communications, and are impermanent unless recorded. Spoken communications also utilise a rich array of other communication methods that do not rely on words, which are considered non-verbal communications.
A significant portion of our communication occurs through non-verbal methods. Some experts suggest that up to 93% of our shared understanding is achieved through non-verbal communication (Mehrabian 1971), although it's important to remember that every communication situation is different. This highlights the significant impact of non-verbal communications.
Non-verbal communication is important because it serves different purposes. According to Dickson and Hargie (2003), non-verbal messages can:
Replace verbal communication entirely in situations where words are inappropriate or impossible.
Support and provide context for verbal communication.
Alter or contradict the meaning or value of verbal communication.
Cue and control behaviours.
Express messages that are difficult to articulate through words, such as feelings and attitudes.
Show interpersonal relationship dynamics.
Demonstrate social or cultural identity.
All of this can be achieved without speaking a single word!
Non-verbal communication is also often considered a more reliable source of truth because it is less considered and more reflexive than verbal communication. When someone lies, their non-verbal cues may reveal the truth because they are closely tied to their emotional state. We also tend to trust non-verbal communication because if we observe multiple sources of information conveying the same message, we are more likely to believe it. For example, if someone has a frown on their face, is slumped over in their chair, and speaks with an upset tone while telling you that everything is okay, you may not believe their verbal message because their non-verbal cues are conveying the opposite. This is called incongruence.
To limit the potential for miscommunication, it is important to aim for verbal and non-verbal congruence. When incongruence occurs, our brain corrects the dissonance by assuming one message is true and the other is not. In the example given earlier, three different non-verbal cues conveyed a consistent message, which led us to trust that the non-verbal message was the truth.
There is a wealth of communication theory and a lot of varied non-verbal communication cues to consider - so we'll save those for another blog post.
Keep an eye out for the upcoming post on non-verbal cues where we'll also consider the impact of modern technology on communication practice within organisations.
Chris Swan is the Director (Owner) of Swan Consultancy.
If you would like further information on business communication, Chris Swan is available for consultation and coaching on this and other business and management issues.
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