From Miscommunication to Alignment

Recently, I saw a video that illustrated the effects of miscommunication.

You’ve probably seen it, or something similar. It got me thinking and then my muse woke up!

The video showed a lineup of about 25 people. The moderator went to one end of the lineup and demonstrated a set of actions to the first person. Following this, the first person turned to the second person and demonstrated what she saw. Watching the progression, I could see the slight variations that occurred in each repetition of the actions and how that variation became embedded in the message that was delivered to the next person. At the end, the set of actions executed by the last person in the lineup was nothing like what was presented in the first iteration. This is referred to as the Transmission Model of miscommunication and describes “communication as a linear, one-way process in which a sender intentionally transmits a message to a receiver.”

A simple, yet perfect, example of miscommunication. However, it doesn’t include the complex factors that are at play in our modern-day communications. For that, there is a Transactional Model that includes other channels of communication that can impact the end results of any interchange.

No matter what model we use to analyze, the end result is clear. What if we are trying to get buy-in for a new workflow initiative? Or a new function for a software application? How effectively we communicate as individuals and within a team is crucial to success.

Miscommunication has pervasive consequences that affects overall collaboration, which can impact many other facets of the enterprise, including reducing efficiencies, wasted effort, loss of revenue.

In short, miscommunication leads directly to waste and chaos.

I think the worst impact of miscommunication is the toll it takes on individuals. Whether they are trying to navigate it while delivering a project or they are the end-user of a new process or product, even smooth proceedings and commonsense solutions can be turned upside down by miscommunication. At any stage of the process miscommunication directly impacts collaboration and teamwork. And, sadly, it can ripple out even further and affect other teams if not identified and corrected early on.

It sounds and acts like a disease, doesn’t it?

·???????? It has symptoms that make life miserable.

·???????? It forces us to spend time and money on things that we hadn’t planned for.

·???????? It affects people close to us.

·???????? It infects others.

·???????? Its symptoms can be permanent and hard to fix. ?

The disease of miscommunication is treatable. However, it cannot be fixed with a shot or any medication and requires a fair amount of finesse and a bunch of patience to recover from it.

The antidote to miscommunication is obviously solid, effective communication, which once achieved can lead to alignment. The concept of alignment is a recurring theme in all of business and refers simply to the old adage “make sure we are all on the same page”.

We are aligning things daily. We align goals with corporate strategy. We align teams with their goals. We align goals with development initiatives. We align business needs with software development initiatives.

It just makes sense that we also need to align people with each other.

There are many ways to improve communication.

Here are a few methods that I have found successful. Try them or create your own!

1.?????? Take a critical look at the way you are communicating information

·???????? Make sure your writing is organized and concise

·???????? Try to combine words with visuals

·???????? Use focus groups and “get everyone in a room together”

·???????? Use a central document for tracking details long term

2.?????? Listen openly to everyone

·???????? Listen more than you speak

·???????? Repeat your understanding of what people say back to them/the group

·???????? Incorporate a scribe for focus groups or record the meeting

·???????? Listen for information and messaging

3.?????? Be open and willing to learn

·???????? Acknowledge openly when someone shares something insightful or new

·???????? Each person has a unique perspective

·???????? You don’t need to have all the answers

4.?????? Don’t fear conceding

·???????? No system or team is perfect

·???????? We are continually learning – no matter how long we have been doing something

·???????? Improvement cannot be achieved if problems are not identified and acknowledged

5.?????? Maintain focus and direction

·???????? Have a goal and a plan with deliverables, even if changes occur

·???????? Include an agenda for all meetings

·???????? Follow up focus groups and meetings with a recap and action items

·???????? Invite questions and concerns

When miscommunication is identified and replaced with effective communication, everything becomes a win-win. You might continue to experience challenges but if you are diligent and consistent, the individuals who previously might have been affected either in their job or on their projects, will feel relief. They might begin to feel safer. As that safety factor increases, collaboration will increase.

Collaboration is a direct contributor to alignment.

?Kimberly Yoss 2024