Communicate, Communicate, Communicate

When you think you have done enough… Communicate some more.

Communication is at the core of effective leadership. Through a leader's use of verbal and written symbols employees are motivated or deflated, informed or confused, productive or apathetic. A leader's ability to carve off the verbal fat and get to the meat of an issue, idea or plan will find success at every turn. - Reed Markham PhD

What does it mean to communicate? Even more importantly, what does it mean to communicate effectively? This is a never-ending question that plagues every manager, leader, or individual at any level. Relationships, whether they are business, family, social, or intimate; strong communication is the key to successful interactions. Regardless of where you are: at work, home, or anywhere else, you have to have open lines of communication to achieve a comfortable level of understanding. Communication is a two-way street, we not only have to be able to verbalize our opinion or point of view, but we have to be good listeners; utilizing patience; giving the other person our undivided attention when they are expressing their point of view.

When I was growing up my great-grandfather used to tell me “Sonny, God gave us two ears and one mouth to listen twice as much as we speak, you need to be a good communicator to get anywhere in this world.” I never forgot what he taught me, and I have continued to work on my ability to communicate with others throughout my career. Leaders have to develop the listening skill to be effective. Unfortunately, we often get caught up in the stress of the day and the many things on our plate, one of the first things to suffer is our ability to communicate effectively. We often have to run to a meeting, so we give instructions quickly, and sometimes omit what are the most important details to convey a good understanding of what is needed. We do not check to ensure full understanding from the person or people we are communicating with, we assume they understand and off we go. Upon our return, we are often surprised and sometimes perturbed that our instructions were not followed correctly, and we have to fix an issue, that did not need to arise, or we have to begin the process over from the beginning. When we are communicating with those around us, we must take the time to be sure that we give them the time and courtesy needed to ensure their understanding. Here is a simple rule for leaders to follow there are three steps.

1.     Communicate the information you want to share with those you are leading.

2.     Check for understanding of what has been communicated (feedback).

3.     Communicate the information again with timelines or due dates if necessary.

This three-step process helps to ensure that the leader’s message has been received, processed and understood. It also tests whether the individual or team understand the timeline needed to complete tasks or assignments.

The first step lets you communicate your ideas, expectations, or any other issues that the individual or individuals need to know.  Be clear and consistent in the message you are delivering. Take the time to explain things correctly and clearly in the beginning and it will save you time in the long run.

Step two allows a platform for questions for further clarity if needed. People process information differently and sometimes need to ask questions in the language they are comfortable with, to get a full understanding of what is meant. This is an area where a leader must really tune in. We have to listen attentively to ensure that the message has been received and understood. There is a danger here that good leaders need to be sure they avoid, poor listening skills. In a later chapter, I will discuss this point more in-depth: “Listen as your life depended on it because it does.” Remember the saying my great grandfather used to share with me, “God gave us two ears and one mouth to listen twice as much as we speak” here is where it applies. As a leader, if you do not listen to your people they will eventually stop talking and sharing information with you. They will feel disjointed and not a part of the team. You want people that are engaged and feel a part of the process and feel important to the team’s success. This feeling of inclusion is necessary whether the team is made up of 2 people or 2,000 people. The larger the team, the more the leader must communicate. As your team grows the complexity of the communication system increases. People hear different things, learn different ways, and respond to things differently. We all process information a different way.

Listening is one of the first parts of learning and people learn differently as they process information. The three ways people learn are, as researched by Fleming’s VAK model:

Different Learning Style #1: Visual

Fleming states that visual learners have a preference for seeing the material in order to learn it.

1. Strengths of the visual learner: A visual learner

• Instinctively follows directions
• Can easily visualize objects
• Has a great sense of balance and alignment
• Is an excellent organizer

1. Best ways to learn: 

• Studying notes on overhead slides, whiteboards, Smartboards, PowerPoint presentations, etc.
• Reading diagrams and handouts
• Following a distributed study guide
• Reading from a textbook
• Studying alone

1. How do you know if you're a visual learner?

Different Learning Style #2: Auditory

With this different learning style, people have to hear information to absorb it.

1. Strengths of the auditory learner:

• Understanding subtle changes in tone in a person's voice
• Writing responses to lectures
• Oral exams
• Storytelling
• Solving difficult problems
• Working in groups

1. Best ways to learn:

• Participating vocally in class
• Making recordings of class notes and listening to them
• Reading assignments out loud
• Studying with a partner or group

1. How do you know if you're an auditory learner?

Different Learning Style #3: Kinesthetic

Kinesthetic learners tend to want to move while learning.

1. Strengths of the kinesthetic learner:

• Great hand-eye coordination
• Quick reception
• Excellent experimenters
• Good at sports, art, and drama,
• High levels of energy

1. Best ways to learn:

• Conducting experiments 
• Acting out a play
• Studying while standing or moving
• Doodling during lectures
• Studying while performing an athletic activity like bouncing a ball or shooting hoops

Everyone has a different way of communicating and processing information, these are different ways in which people receive communication and learn. Leaders have to be cognizant of the people they are responsible for and how they process information. We have all experienced leaders that are good communicators. They are able to reach even those who may not want to be reached. Those who would rather exist under the radar and go from day to day doing just enough to keep their job and stay out of the line of fire, we all have worked with those people. As a leader, we have to find a way to even communicate effectively with them. They are an integral part of the team and their contribution is vital to the team’s success.  Understanding their learning or information processing style is important in understanding how to reach them.

How many situations would be resolved quickly and more effectively only if the lines of communication had been clearer and more defined?  There are often problems or issues that would never exist if those involved had communicated better. Organizations spend enormous amounts of their training budget on the technical skills of getting the job done and send many members of their management team to these seminars, workshops, and classes. The ability to communicate effectively, unfortunately, is not always on the top of their list when it comes to training classes.

The budgets of Marketing Departments are constantly being increased to communicate messages to consumers and employees. It is not always a matter of what is said, but it is truly a result of how it is communicated. As I was researching information for this book, I came across this story that describes how communicating the same idea a little differently can make all the difference in the world.

An old blind man was sitting on a busy street corner in the rush-hour begging for money. On a cardboard sign, next to an empty tin cup, he had written: 'Blind - Please help'.

No-one was giving him any money.

A young advertising writer walked past and saw the blind man with his sign and an empty cup, and also saw the many people passing by completely unmoved, let alone stopping to give money.

The advertising writer took a thick marker-pen from her pocket, turned the cardboard sheet back-to-front, and re-wrote the sign, then went on her way.

Immediately, people began putting money into the tin cup.

After a while, when the cup was overflowing, the blind man asked a stranger to tell him what the sign now said.

"It says," said the stranger. “It’s a beautiful day. You can see it. I cannot."

This story illustrates in a timeless way how important the choice of words and language are when we want to truly connect with and move other people.

Sometimes just an adjustment in the delivery can make all the difference in the world.

Communication is a learned skill; it takes practice and dedication to constantly improve.

Gilbert Amelio, President, and CEO of National Semiconductor Corp. said this,

“Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."

Again, the art of communication is a learned skill that must be practiced daily with diligence. Speak, listen and most of all communicate, communicate, and communicate again!