Do You Say What You Mean?
We all know that communicating can be a difficult task at times. However, it is very important - especially in our business. A breakdown in communication - in both verbal and written - can cause frustration, anxiety and host of other problems.
Just recently, I visited a very popular and well-known restaurant chain. Because I had a long day and was tired, I decided to go to the drive-through. As the young lady was taking my drink order, she said "We don't have that, but we have...." and proceeded to quickly go through the entire list of other options. Hmmmm....I thought it very odd they didn't have what I ordered. And I took it to mean they no longer had that brand. So, I asked "You don't have it? You used to have it. What happened?" There was a slight pause. Then another young lady came on the speaker and announced, "We still carry it. We're just out of it right now because the machine is broken." My response was then "Oh, okay. Well in that case, I'll take....."
And here's the thing - it only took a matter of seconds to convey what the real situation was.
Ok....so you see what happened there. The first message I received was they didn't have it and here are your other choices. The second message I received was, they didn't have it - at that particular moment - and here are your other choices.
Was it all in the way I, personally, percieved the first message? Of course! I was tired, it had been a long day, I probably wasn't thinking clearly, maybe I wasn't listening as I should, etc. But that is how our communication is made up. How many times have things gone horribly wrong between people because someone said something and the other person perceived it incorrectly and now there is a huge misunderstanding.
Communication can be particularly tricky in written formats. An example would be as in the sentences below:
1. We’re going to learn to cut and paste kids!
2. We’re going to learn to cut and paste, kids!
Just by placing the comma in the correct place, it is understood that we are not going to be cutting and putting paste all over children (don't worry mom).
People receive messages in very different ways. Therefore, it is important we try our best to convey the correct message on our end - even on our websites.
We all know that content is key on our sites. However, how we convey that content is also just as important. If someone is confused about the message we are trying to convey, what will they do? We've all heard what they will do - they will leave. End of commuication.
Some things to ask yourself as you are writing:
1. Do you say what you mean?
2. Are you conveying the right message to your audience?
3. Are you making sure your message is not confusing?
My question to you is when is the last time you had a misunderstanding because of a
mis-communicated message?
~ Yvette ~
Recent Comments
35
Great reminder. It's miscommunication that has often been the trigger for starting arguments and wars. If we think clearly about the outcome we want as result of our communication it will help us to say what we actually mean to say.
~Mark :)
This reminds me of a situation where in a battle situation where a military order went through several carriers by word of mouth to a platoon commander and when it reached him it was totally different and proved very costly to his men
Miscommunication like this is indeed very costly. It's so sad, but true. Thank you for stopping by and for sharing.
Good thought, I have made it a practice to have someone else review what I have written before I publish to make sure they understand it. After all when we write we do so from our own internal perspective and that can be confusing for others sometimes. We often do not realize that while we "think" we have it right. Others may not.
Thanks Yvette. Your blog brings to mind...context and/or contents in communication. In your example, context (what is and why) was more meaningful because the circumstances was explained to you, whereas with the fist encounter only the content (what is and no why) was communcated with no further explanation. That raised a question in your mind and you needed more information.
So, Do You Say What You Mean?
Perhaps, not as much as we like to.
Kinwan
Very well said, Kinwan. Thank you for breaking it down like that. Much appreciated. Thanks for stopping by.
This is SOOO true and on point, Yvette! Thank.you!!
As important as communication is in successful interpersonal relationships, I'm surprised more emphasis is given to the subject in our schools, families, workplace, etc. I don't remember even being exposed to the idea of interpersonal communication until college. I was grateful for that exposure, but could have benefited from those skills early on. I'm sure we all could.
Thanks again, Yvette
I hear you and totally understand what you're saying. Early exposure could certainly help. So glad you liked the post. Have a awesome day / evening.
Yvette
Our perception or misperception is the key to having a meaningful dialogue with another person. So often, we may hear the words but not understand what is being said. As you said earlier, active listening is the key to slowing down any misunderstandings that we may have. It is a shame that active listening is not taught around the world, this would solve so many problems that we see today. Great Post.
Jerry
Thank you for your kind words, Jerry, and for stopping by. Your comments are spot on....active listening is key. That was part of a class that I taught in college and it is definitely key. Have an awesome weekend.
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Excellent points...it's all about writing honestly.. Great questions to help us. Thanks.
Debbie
You are very welcome, Debbie. Thank you for your kind words.