Differing Communiction Styles Within WA
How we communicate
We spend about 76% of our waking hours in one form of communication or another. 9% writing, 16% reading, 30% talking and 42-57% listening.If we're only spending such a small time of each day writing perhaps that explains how often we get it wrong in this form of communication.
Factors that affect our communication
Cultural factors - including accepted social norms and communication style. These vary considerably across the world.First language - its a challenge if you're having to converse in a language that is not your first language. There are many instances of people having what is called' first language interference' - that stops them communicating clearly in a second or third language.
Social factors - education, background. political and religious views, peer pressure, enviroment... will all influence how we communicate (even if we're not aware of it)
Individual personality traits - whether you're an introvert, extrovert, are confident in your communication style or feel awkward in using certain forms of communication - they will all have an impact on your communication style.
Factors that affect communication in the Live Chat
All the things that I'vementioned above and others will affect how we use the Live Chat. I would like to mention some other factors you might consider.1. The speed of the Live Chat - It can be difficult to follow the conversation you're having.
2. Multi-conversations - Sometimes there can be four or five conversations going on and that leads some people feeling reluctant to interrupt.
3. None internet marketing conversations - Although these annoy some people, it is all part of being social. However, it can be confusing to newbies
4. Disjointed conversations. Everyone processes information in different ways. Conversations can feel so disjointed, people sometime feel that no one is listening to them
5. Different levels of knowledge of IM - people don't always answer questions - because they don't know what to say, or they find it difficult to form the right question - leading to confusion and frustration.
6. Individual priorities - people have a different amount of time and this affects their conversation style and how much they want to chat or interact.
7. Presumed cliques - This is a complaint that comes up frequently. I used to think it myself. I thought it was lads club from Canada and America. It's not really. Of course some members know each other better than others but that's just the way it is. Just dig in and talk (if you want to)
How people will continue to use Live Chat
1. Frequently, occasionally, rarely or not at all - depending on personal taste and need2. People will continue to engage in IM related conversations and non IM conversations
3. Sometimes people will feel left out, isolated, misunderstood
4. Some people will express their annoyance if they don't get the help they require
5. Some people will get irriated because they've tried to help and others remain ungrateful.
6. Some people will upset someone else because of their very different communication style or sense of humour.
7. And a lot of the time people will exchange ideas, gain new knowledge and have lots of fun.
How it works is up to all of us. How you choose to experience it - is up to you.
"To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others."
Anthony Robbins
Recent Comments
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Beverley, stunning, as always. Kudos!
I've found there are also cultural differences. I spend a lot of time and have admin privileges in another chatroom as it has a power-hour circle, which I really enjoy. I recently received a PM, listing a number of Members who a new joiner felt were rude and offensive. I was on the list! I did a quick check, and yup, we were, of course, all Brits. I forget that just because everyone in the room speaks English doesn't mean our somewhat cruel banter between ourselves will be understood or appreciated by all those who get to read it.
I'd really love it if you'd be willing to 'spin' the above into a training piece. I know from speaking privately to some trial Members that they can be very nervous about jumping in to the chat. Like yourself, I'm lucky to be in a different timezone to the majority of the WAU membership, but I can imagine it must be an incredibly daunting prospect for a noob to jump in after the US open.
I think your piece is essential reading and deserves the widest possible audience. I'm sure many of us would hassle Kyle to include a link in Your First 10 Days if it were listed under training.
Just a thought!
Best.
Rich.
Thanks Rich
Cultural differences are usually the biggest cause of communication difficulties within a quick fire environment like the Live Chat. I don't need to spin this - I will do something slightly different for the training area as you suggest.
Great Article Beverley -Yes It's not always easy to express your feelings with the written language and trying to express it one way can be taken the wrong way as explained by the Factors you mentioned in your post. - Colin
Thanks Colin. It was your article that inspired me to write this. You'd think that as humans have evolved we would have got better at communicating. In many ways we haven't - we've just got more ways in which we commuicate, which inevitably complicates things for many people.
The fact is we're all going to get it 'wrong' some of the time.
Beverly, that's a good post. I only use live chat to ask a quick question, but when I do I sometimes feel guilty/awkward because I'm interrupting a good, fun conversation. Fortunately everyone is always welcoming and helpful. I wanted to ask those who hang out in chat if they feel people popping in to ask a question then say thanks & leave are rude?
Nope, not rude. I'm frequently in the chat, you can ask anything you want anytime you need. It's not rude at all to ask and leave.
As Stacy says its not rude. Never be frightened to interrupt a conversation and don't feel guilty when you leave. Our individual pressures and priorities means that you have to use it in a way that suits you.
Thanks for taking the time to read and comment.
It's not rude at all, in fact it adds to the conversation and can often help steer it back on track to marketing related topics. If people don't ask, they don't learn, and the Live Chat feature is often (though not always) the quickest way to ask questions
Awesome, love your post. In addition to all that you've said, until we have a "sarcasm" symbol (like a smiley) or maybe a "cheeky font", there will be many instances of misunderstanding eachother.
There have been many times that I've taken my fingers off the keyboard (here and elsewhere) because I knew that what I wanted to say wouldn't be understood the way it was intended (even though it would be hilarious in spoken word). Thanks for your wisdom B!
Hi Stacy
Thanks for commenting. You've highlighted one of the biggest problems with Live Chat - we rarely have time to check what we're saying because of the speed and just hit reply. It's inevitable without being able to hear or see people that we'll sometimes be misunderstood.
At times it is easy to take the written word the wrong way, unless you know the person and there character. Effective communication I believe is the foundation to most things and education is certainly one of them. You make very good points here Beverley. Can't we all just get a long :)
Thanks Tim. I would hope that we could all get along - but this form of quick fire communication is probably the most problematic there is and it's inevitable that at times we won't all get on even when people have no malicious intent.
I get very apprehensive to say thing's or put my "two cents" in cause I'm terrified that people will find out, I Know Nothing!. Very good point that I try to keep in mind, some one may be clueless about this,....but can walk you effortlessly through that!
I was going to call you a stupid clot - but someone might think I mean it and not realise we're friends. That's the problem with written communication - you often can't pick up jokes.
If you were a client of mine I get you to write down as many things as you could in 2 minutes that you know about IM. You should try it. The list will be long - believe me. The only person who believes you know nothing is YOU and it's just not true. People appreciate your contributions - so never be afraid of making them.
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Great post as usual!
Thanks Shawn- sorry I missed your comment which is why this reply is so late!