So as we try and understand communication and its attributes there are some key facts. People in typically spend over 75% of their time in an interpersonal situation; and sales people may spend even a greater portion of their time in face to face contact. Fifty percent of this time is spent communicating, and half of effective communication requires listening. So, it really comes, as no surprise to find that at the root of a large number of client problems is poor communication. Poor communication can lead to misunderstandings between coworkers, management, clients, vendors and increased stress and job dissatisfaction. In fact one-fourth of all workplace mistakes are the result of poor communication. Effective communication is an essential component of personal and professional success, and it can be taught!
Human beings begin communicating from the moment they leave the womb. For years scientists have evaluated babies' cries, hand and eye movements and have found, as any parent can tell you, these newborns are very capable of communicating their physical and emotional needs. By eighteen months babies can speak approximately 50 words, and by the age of 3 children begin speaking in complete sentences. Consequently, it is easy to take communicating for granted because it is a daily activity, engaged in since pre-school. However, as we become more adept at "getting our point across", it becomes evident that the process of transmitting information from an individual (or group) to another is a very complex process; one with many sources of potential error. Communication is more than just child's play.
Confusion in interpersonal communication is rampant and can occur with as little as a one word response. But how and why does this happen? Remember the game of telephone? In any communication some of the "meaning" is lost in simple transmission of a message from the sender to the receiver. In stressful situations, like in a busy office, an even great percentage of the true message may be lost, causing the received message to be far different than the intent of the sender. This issue can be compounded when support staff relays messages, co-workers pass along "what the manager said" to others, with voice mail, or when critical information is delivered in a loud environment.
These sites are 1) transforming thought to speech, 2) the speech being sent to listener, 3) the receiver physically hearing the message and taking in other signals, 4) the listener interpreting the information. As misinterpretation can occur at each of the four sites, it is no surprise that social psychologists estimate that there can be a 40-60% loss of meaning in each communication.
How can we avoid these errors in our social and professional interactions? First, it is critical to understand the communication process, understand and be aware of the potential sources of transmission errors, and constantly attempt to counteract these problems by making a conscientious effort to avoid loss of meaning in conversation. Improving communication skills is an ongoing learning process throughout life.
Check out the related topic in: Think Before You Speak and other interesting concepts
Exerpts from the professional training module Effective Communication in Health Care, copyright 2006 by Denise L. Chaudhary
Note: The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought. If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?
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