Communicating with Intent
Communicating with Intent
Shout, Shout, Let It All Out!
Communication...your ally and your arch nemesis at work.
It is one of the top 3 skills and yet it continues to be the one most lacking.
Communication is the connection between people, places or things…we use this EVERY SINGLE DAY. Communication is in everything we do - from mobile messaging to slide decks to coffee talks and networking events. There are countless books on how to communicate in business…yet the further we advance as a civilization, the worse it seems to get.
We live or suffer based on how we communicate day/day, quarter over quarter and beyond. Communication makes or breaks deals, develops trusted relationships, brings clarity to the chaos or can destroy an organization.
The word communication stems from old English, French and mostly Latin - communicare which means “to share” - should be easy! When we communicate, we are trying to convey meaning or exchange of information from one individual or group to another. Typically, it using mutually understood languages, symbols and signs. Other times…not so much. We get lost in HOW we choose to share.
In today’s world, we know that communication happens across countless channels - face/face, calling each other (how 1990!), written messages, audio messages, P2P instant messaging, email and the list goes on and on. Too much choice is what makes it a continuous challenge to effectively communicate at work. You likely have come across a number of these common problems:
Inconsistency with communications - across teams, the organization, messaging, frequency and channels.
Technology biases and usage (or lack thereof)
Not enough feedback
Too much feedback and nothing is done with it.
Outdated processes
Inefficiencies in leadership
People who are dissatisfied/disconnected from their roles.
Inability to listen
Lack of transparency & trust
Contentious communication styles
Workplace conflicts between staff (politics, empire building, spitefulness)
Cultural differences and barriers - language
Keeping teams on the same page
Poorly defined mission, vision, strategy, goals and tasks
Unrealistic deadlines
Scope creep
Team isn't fit for the tasks at hand.
Too many involved creates chaos and miscommunication.
Risk management is poorly managed.
Norms and behaviours not well articulated or understood.
Lack of accountability
All of these problems stem from or are direct outputs of lacklustre communications.
Now the "easy" thing to resolve many of these issues is to do the opposite of each problem! Yet we know it’s not so easy. We know communication isn't binary in nature where you can simply flip a switch. Humans are not easy. The question I continuously keep coming back to is "Why do we continue to struggle with it?".
I believe it comes down two core problem areas.
The first is that "we only know what we know". We have learned, through those closest to us (family, friends and those in our trusted networks), to consider only a limiting number of factors when we communicate with others. These are our "norms" for communicating.... what we default to because its comfortable to us. We have carried this foundation into adulthood and then into our work lives. These norms include tone, volume, intent, tactics, cultural influences, biases and assumptions.
Because our exposure is limited, it leads to all the aforementioned problems. Now this isn't everyone of course. There are those who are open to expanding their horizons past those foundations because they have a desire to be better. They see the need for it. There are three important success factors for these explorers:
Curiosity - ask why again and again.
Empathy - understand the audience, the channel, the reasoning behind it ++++
Self-awareness - know yourself...where you're amazing and where you fall short.
The second problem is that people are flat out lazy with how they communicate.
Technology accentuates this with the use of emojis, memes, shortcuts, acronyms and web slang. Often we ourselves not thinking before doing - they simply fire off a message and keep on moving. There needs to be greater consideration to putting together clear, concise and effective communications; regardless of how they're delivered. This laziness comes with the pre-determined assumption that most people know their audience (without any understanding) and that whoever you’re talking to must know what you're talking about to an extent and understands your perspective…which leads to immediate breakdowns. This happens a lot because individuals will assume that the rest of the team knows the subject matter, context of the situation and more...and jump right into the conversation vs. checking and setting expectations. Look at what happens when someone new joins the team and the rest of the team assumes they’re already “in the know”. (this is part of situational awareness and again - knowing your audience).
To overcome the second problem - stop being lazy. Take the time and make the effort! Further to this point, here are my recommendations to be better...
SLOOOOW DOWN - it is unlikely you are in a life and death situation that requires fast response time of seconds or minutes. Even if an exec slack message you, that doesn't mean you have to immediately answer them! A simple PAUSE for you to think is powerful.
Be NICE. Self-explanatory...people are almost always more responsive to a happy person than someone who is not🙂
Knowing your audience and being empathetic - important to know and understand the people you're communicating with. Think from their perspective and continuously adapt as required.
Self-awareness - by knowing, understanding and leveraging your own strengths and gaps, your can then better communicate with others.
Manage expectations - what's involved? do I really need to worry about this stuff, or can I simply put together a quick email and send it along? This obviously depends on your experience and ability to manage the situation!
Keep it simple - Using Richard Feynman’s technique of explaining something to a 5-year-old. Distilling your message down to its simplest form (but not too simple!) is one of the hardest things you will do.
Clarity is key - with simplicity comes clarity as you have had to hone your message and really focus in on it.
Active Listening - more powerful than talking/writing/visualizing. When you do listen - make sure you're tuned in and focused on what is being said...not merely priming the pump to talk as quickly as possible again. Nobody likes it and people come to know you're full of yourself.
Know your subject matter. The more you knowledge, experience and wisdom you have, the more clarity, conciseness and simplicity will flow in ALL of your comms.
Learn and grow. Study cultures, observe how people operate at work, read about communications and storytelling. Look to outside your direct field for systems and inspiration.!
The ROI on it is astronomical.
You will deliver on your outcomes - which will translate to the value for the customer and more revenue for your organization.
Builds immediate trust. Work is all about the people and building deep relations with your team is vital.
Team chemistry. Eliminate the churn of bad communication, perform at your best and be a happy, high-performing team. If you have ever played sports or studied how they play, you can instantly see that all high-performing sports organizations are exceptional communicators throughout.
Communication takes practice and putting yourself out there. These actions will lead to better connectivity, learning and growth!
Thanks for reading!
-Adam