One-Way – Wrong Way

Although there are times when one-way communication is appropriate, leadership often uses one way communication far too often if they want to ensure a clear message. When clarifying expectations, it is imperative that there is a feedback loop present to make sure the intended message is the message received. How often is an assignment given and the end result looks nothing like the intended outcome. There are many opportunities for miscommunication when leaders only talk and do not take time to listen to confirm communication was clearly received.

Why are there so many issues with communication? Whenever two or more people have a conversation, each person bring all of their life experience to the conversation and it influences their perceptions of what is being said. That is why numerous people can hear the same message and walk away with different perceptions of what was said. Additionally, the meaning of words lie in people not in the words themselves. Just ask someone to have something done ASAP and you may find that their urgency does not meet your urgency. Another reason the communication breaks down is people receive too much information often if the form of emails. In an already busy schedule, people often overlook important information because previously received information was not important.

In order to minimize communication breakdown:

• Create a feedback loop by either having the person repeat their perception of what was said or ask questions for clarity.
• Make sure people are receiving only the information needed to do their job. If someone is receiving 300 emails a day, soon communication will be compromised. Ask them what information they need and what information is not necessary.
• Set up opportunities for two-way communication to make sure questions are answered.
• Finally, leaders need to spend more time listening than they do talking as the people who are doing the work have all the information a leader needs to run the operation.

With a little planning, miscommunication can be reduced resulting in an increase in productivity as well as opportunities to make sure that the expectation was clearly delivered and received. The time invested will dramatically improve productivity and employee engagement. So make sure your people feel heard!