communication

You Tell Me

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I recently heard some colleagues taking about a potential new hire they had just interviewed.  During the conversation, one of the team members turned to their supervisor and asked, “So, are you going to hire this person?”  To which the supervisor replied, “You tell me.”

From a leadership standpoint, I loved this supervisor’s response.  In those 3 short words they conveyed to their team that:

  • This was a decision the team would make, not just the leader.
  • They valued the team’s input.
  • They trusted the team to know best whether someone would be a good fit.

As leaders, it’s important to seek input from those we lead when their insights can aid in the decision making process.  When we do, we not only help our organization make better decisions, we also increase the likelihood that those involved in the decision making process will buy in to the decision as well.

Different Perspectives

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It’s easy to put a plan together when you’re the only person creating the plan.  As soon as you get another person involved in the planning, it gets even more difficult, because the other person has their own thoughts and beliefs about how the plan should look.  And you can be assured that their plan is not 100% like yours.

The larger the group, the more challenging it becomes to reach agreement because there are so many different ideas, beliefs, and perspectives that are shaping each person’s idea of what an ideal plan or strategy should look like.  This gives me an appreciation for the work required of a large group to come to an agreement.  And by “large group”, I’m referring to any group with greater than 1 person.

Being aware of differing ideas, beliefs, and perspectives in a team environment reminds me that just because someone has a different idea or plans than I do, doesn’t mean that they’re against my plan or ideas, or that they “just don’t get it”.  Rather, it reminds me that they likely have a perspective that I don’t or a belief that I don’t hold.  Whatever the case, they are bringing a proposal that aligns with how they see the problem, and also how they believe it should be solved.  And that’s good, because without their input, I would not have considered their perspective.

The next time you’re in a group of people that are trying to create a plan or make a decision, resist the urge to become frustrated when people don’t come to the same conclusions that you do.  Instead, see it as an opportunity to understand how another group or person might view the situation.  Who knows, you might even have your own perspective changed.

Cursed With Knowledge

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We all possess knowledge that we’ve had for so long it seems like second nature.  As a result, it’s easy to assume that what is common knowledge to us is the same of everyone else.  There’s a name for this mindset.  It’s called being cursed with knowledge.

While it’s good to possess extensive knowledge of a topic, the challenge comes when we attempt to explain or teach that topic to someone who doesn’t have the same level of knowledge.  What is elementary information to us is newfound, and potentially confusing, information to someone just hearing it for the first time.

If we’re cursed with knowledge, we can easily find ourselves brushing over basic foundational information because we assume everyone “just knows this stuff”.  This causes frustration for the learner who can’t grasp the basic concepts (because they’re not hearing the basic concepts!).  It’s also frustrating for the instructor who wonders why they just aren’t getting it.

Unfortunately, I’ve been on both sides of this scenario.  As a learner I find it helps to ask a lot of questions and not worry about looking ignorant.  (If we’re learning something new then, by definition, we are ignorant; but we won’t stay there.)  As an instructor, I’m working to be more aware of the curse of knowledge when explaining concepts to others so that I’m not needlessly frustrations someone’s efforts to learn.

It all comes down to knowing your audience.  Seek to communicate with people at a level they can understand.  Your audience will thank you.

Signaling

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What does each of these items have in common?

  • A car’s blinker
  • A rattling rattlesnake (I experienced this just last month!)
  • Outstretched arms and a smile

They are all signals that communicate something to those in the area.  A car’s blinker signals the driver is about to make a turn.  A buzzing rattlesnake signals that it feels threatened and wants you to move away.    Open arms and a smile almost always signals that you’re about to get a hug!

Every day we encounter and respond to multiple signals, quite often without even being aware of them.  In fact, I think that we’re often not aware of what signals we’re actually sending to others.

Consider the following:

If we… We are likely signaling…
Have our headphones or earbuds in… We aren’t interested in interacting with others or don’t want to be disturbed.

 
Are focused on our smartphone when we’re in the presence of others… There’s something more important, or more interesting, than what we’re involved in right now.

 
Look someone in the eye and ask questions when talking with them… We are interested in them and what they’re talking about.

 
Say “Hi” to someone we know when we see them… We noticed them and that they are important enough to us to say “Hello”.

 
Smile… We are friendly and approachable.

 

Think about what you’re regularly signaling to those around you.  Do those signals accurately reflect the message you want to send or the person you want to be?

Let’s work at being aware of the signals were sending those around us and, where applicable, consider signaling something more positive.

Covering the Basics

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So which would you rather experience from an individual or an organization:

Column A   Column B
Someone who goes above and beyond what they said they’d do.

 

-Or-

 Someone who says, “I’ll take care of that” and doesn’t follow through.
Someone who shows they appreciate your business through actions and words.

 

-Or-

 Someone who responds to each of your questions with, “HUH?”
Someone who teaches you about their product or service and invites your questions and then answers them.

-Or-

 Someone who shows up 40 minutes late for an appointment (without even calling to let you know they’d be late) and also smelling of alcohol.

 

Let me guess.  You’d rather experience Column A, right?  Yeah, me too!

It seems to me like doing the items in Column A and NOT doing the things in Column B are the basics of doing business, or even relating with another human being.  However, I’m amazed from my own experience (I’ve recently experienced each item in both columns) how many people don’t have a grasp on the necessity of covering these basics in a business setting.  I find it frustrating… and also encouraging.

I find it frustrating for obvious reasons, but I’m encouraged, because if there are so many people NOT covering the basics, I can very easily stand out, in a positive way, if I make sure I’m covering the basics in my interactions with others.  And so can you!

Covering the basics in our interactions with others looks like:

  • Doing what we say we will do.
  • Presenting ourselves well in appearance, language, and attitude.
  • Looking people in the eye when talking with them.
  • Being present and engaged with the person you’re with (Put the smartphone away!)
  • Being courteous and respectful of the other person.

It feels to me like covering the basics is a secret competitive advantage whether you’re in business, applying for a job, or just connecting with another person.

Let’s take advantage of this secret and make sure we’re covering the bases in our interactions with others.

Keeping Our Word

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“When you promise a kid something, you’d better do it. They take it seriously.”   ~Unknown

When I came across this quote recently, I was reminded of a nephew of ours.  Last year when my wife and I went to visit him and his family, he mentioned a specific hike that he’d like to do the next time we came to town.  I told him that next time we were in town, we would do the hike together.

We’ll be going to visit him this summer and I’m already planning on doing this hike with him.  It’s going to be a fun time!

It’s not just kids that notice when we don’t keep our word.  Adults notice too.

Making promises or committing to something is easy.  Following through on those promises requires more from us than mere words.  It requires not only action, but a mindset that our words have value and that when we commit to something we’ll follow through. To do so, or not, says something about our word and our character.

Let’s be aware of the promises we make.  If we make a promise, to a child or another adult, let’s commit to following through.  Otherwise, refrain from making promises we know we won’t keep.

Choosing Responses

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Last Saturday I got a phone call from a relative who was experiencing computer problems and they needed help.  Computers are not this person’s thing, so when something with their computer goes wrong, it’s a catastrophe for them.  This case was no exception.  They were frustrated, stressed out, worked up, and not handling it very well.

As I was helping them solve their computer issue, it would have been easy to let this person’s stress and negative energy cause me to become stressed out and irritable as well.  (In the past, that’s exactly what I would have done!)  But a negative response to a stressful situation is not a forgone conclusion, it’s a choice.

I think that’s good news!  If our negative response to a stressful situation is a choice, that means we can choose to respond positively instead.

Other people don’t make us behave poorly or bring out the worst in us.  The more accurate statement is that we chose to behave poorly around them.

While that comment stings a little, it also reminds me that other people don’t have control over how I respond to them, unless I hand control over to them.  Ultimately, we are each responsible for our responses, regardless of the influence of others.  And for that, I’m thankful.

The next time you feel yourself getting stressed out or worked up because of someone else’s negative influence, pause for a moment and remember that how you respond is your choice.  Then, choose how you ‘d like to respond.

What You’re Allowing In

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I recently re-read the book “Where Will You Be 5 Years From Today”.  It’s an encouraging book that makes you think of the trajectory you are setting for your life that will lead you to where you want to be in 5 years.  This is one of those books that should be required reading every couple of years.

As I read, I was reminded how much my attitude and outlook is impacted when I actively fill my mind with positive, though-provoking content.  My mind feels sharper, opportunities seem more abundant, and good ideas and positive thoughts are in no short supply.  I just feel better when I’m feeding my mind with good content.

The thoughts we have are a function of what we’ve already allowed into our mind.  Therefore, it seems reasonable that if we want to have good thoughts, we should be sure our minds are filled with good content.  Think of it like priming a pump or fertilizing the “soil of our mind” that produces our thoughts.

Good thoughts don’t happen by accident.  It’s the intentional behavior of not only allowing good content in, but also guarding our minds against the avalanche of negative content that is so pervasive.  While guarding our minds requires work on our end, it is work that will enrich our lives in the form of better thinking.

Guard your mind, for it will produce and abundant return of whatever you allow in.  Make sure that what you’re allowing in is what you’d like to get out later.

I Love It… But Not Always

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“I don’t know.”

I both love and despise this response as an answer to questions.

I love this answer for its honesty.  When someone is asked a question that they do not have the knowledge to answer, this is a superb response, versus simply making something up or faking it in an effort to look bad in front of others.  In this scenario, “I don’t know” shows humility as well as the ability to be comfortable with the fact that you don’t have all the answers.  It also shows a willingness to receive input and ideas from others who have more knowledge in an area that you do.  It also shows that you’re teachable and eager to grow.

I despise “I don’t know” when it’s quickly thrown out as a default response simply because someone doesn’t want to expend the effort to give thought to a questions they have been asked.  Using “I don’t know” as the go to response is a great way to kill a conversation.  Imagine you’re having a conversation with someone you just met and, an effort to get to know them you ask them what they like to do if they had a free day to themselves.  If they immediately respond with, “I don’t know”, and that it, where do you go from there?  These 3 simple words can quickly slam shut the door of conversation.

Here’s the worst part about the default response of, “I don’t know.  When someone asks for our thoughts or opinion about a topic as input for a decision and we respond with “I don’t know”, we are willingly handing over our ability to make or influence a decision to other people.  For me, the thought of willingly allowing other people to always think and make decisions for me is not appealing.  As such, when asked for my opinion or input, I always want to at least have a thought that I can respond with, whether complete or not yet formed.  This keeps me active in the decision making process, versus allowing other people to do my thinking for me.

Like most things in life, responding with “I don’t know” requires discernment.   There are times when this is the right answer, and other times when this response is best avoided.  One way to help discern your use of this response is to ask yourself, “Am I replying with ‘I don’t know’ because I don’t want to think, or am I responding with it because I honestly don’t know?”

If your answer to this question is the latter, then congratulations!  You’re putting yourself on the path to increase your understanding of the topic.  If however, your answer to this question is the former, consider a different response.

Using Simple Language

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“Psychology is an elaboration of the obvious”    ~William James

I first heard this quote in a psychology class during college and immediately fell in love with it.  Not only did I find it accurate with regard to my psychology courses, I have also found it to be an excellent reminder about effective communication.

When we’re communicating with a wide range of people, or with people who are unfamiliar with a concept we are attempting to teach, we should strive to use language that most simply conveys our message.  I’m not talking about “dumbing down” our content, but rather choosing to avoid unnecessary complexities when clear simple language will suffice.

There are times when both the topic and the audience warrant complexity, like at a conference for rocket scientists or brain surgeons, for example.  But many of the concepts and ideas we want to share with other people can easily and effectively be delivered with clear and simple language.

The next time you have a presentation or a speech to give where you’ll be explaining a concept to wide ranging group, consider using clear simple language that is free of jargon and industry buzz words.  At the very least, you’ll be putting your audience in a better position to understand what you’re attempting to communication.  And at best, you may even be able to influence their thinking.