Reducing Confusion Caused By Assumptions

Experience has taught us that we don't need to check some of our assumptions. Having blistered our fingers by touching a hot stove with ungloved hands, we know to wear those protective gloves next time.

My Collegiate Lesson About Assumptions

Related to this topic, I remember that day on the Millsaps College campus in Jackson, Mississippi when I fell in step with fellow student Frank between classes. This was a summer day, customarily hot. So after a couple of minutes of chatting Frank said:

"What about getting away from campus and sipping some cool beer?"

Yes, we had to leave campus, because that church-related college allowed no alcohol on campus.

"Sure Frank, let's do it," I answered instantly.

So we walked from fraternity/sorority row, past the academic and administrative buildings, arriving after twenty minutes at the parking lot by the student grill.

Naturally I asked: "Where's your car, Frank?"

He stopped walking, and with a puzzled look said: "Gosh, I thought you must have your car here."

We laughed about our mistake--and learned a good lesson:

Assumptions can become very misleading.

Let's consider common business situations revolving around what we assume.

Managers Assuming They Gave Clear Instructions

I run into this often through my corporate communication consulting. The department head tells the group, "I want a report soon on customer service." Puzzled listeners wonder about the report's format, what's the deadline and exactly what the manager wants to know about how many and which customers.

Assuming Our Message Arrived

Have you dealt with the post office recently? A desk clerk told me, "First class mail average arrival time now is twenty days." Emails and texts get delayed or lost in space too.

People Will Automatically Remember Deadlines

That assumption can lead to unhappy endings. Even the most organized, dedicated employee probably juggles a dozen or more deadlines simultaneously.

The Sales Prospect Understood Our Proposal Perfectly

We made things "perfectly clear," of course--as we always do in sales discussions.

Loyal Customers Will Stick With Us No Matter What Happens

That might have been the case decades ago, but not now, for two major reasons. Today's customers have a much wider range of choices, and they're more accustomed to exercising "due diligence" about their suppliers.

Steps Leaders Take to Reduce the Impact of Assumptions

--Realize that assumptions happen inevitably, even among highly qualified professionals.

--Before giving instructions to a group, confidentially review your wording with a respected associate

--Meeting with your staff, create a receptive climate that generates discussion, questions, suggestions

--Remain available for constructive feedback later and for unanswered questions

--Make reflective listening habitual. Repeat back what a colleague said (which probably included assumptions) and ask whether you understood them accurately.

I welcome your suggestions.

Let me know of other ways you respond to professional assumptions .

[email protected]

#assumptions #riskofassuming #respondingtoassumptions #neverassume

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I’m Dr. Bill Lampton—the “Biz Communication Guy”—sharing in this newsletter the communication skills and strategies I learned first as a college and community theater actor, then later a radio host, university faculty member, college and health care vice president, professional speaker, coach, consultant, author, and podcast host. You’ll find the opportunity to subscribe to my podcast when you visit my website, https://bizcommunicationguy.com