Saying It So Others Can Hear It

COMMUNICATING TO BE HEARD AND UNDERSTOOD

Much of the workday of any supervisor or manager is spent providing others with information, instruction and direction. Being able to communicate in a way that is easily understood is the challenge. Too often our words and phrasing is misinterpreted or misunderstood. Add to the issue that much of the communication that is sent out to employees, coworkers, department heads, and upper management is through e-mail compounding the issue of misinterpretation.

Below is a step-by-step process to ensure your communication is heard and understood.

Question to determine what they already know - Some people will need the information or instruction from A to Z, while others only need a fraction. By determining exactly what the other person needs to know will help with the understanding of the communication. Plus, no need for others to turn on the "selective listening" button tuning out the part they already know and then most often missing what they need to hear. Before providing information to others, ask, "How much of _____ do you currently know?" or, "What part of ______ do you need instruction on?"

Likewise, when someone tells you they don't understand what you've communicated; ask a question to determine what information they need rather than repeating what you've already communicated. The answer they give will answer for you if they don't understand the how to do it or why to do it. Try, "What exactly is it that you don't understand?"

Question to determine how others prefer to receive the information - Each of us has a preference for how we're communicated with. If you don't already know this, then ask. Some individuals want the information in writing so that they can read it over, possibly several times, before they're ready to discuss it. These individuals want the information through an e-mail, a document, or memo. Other persons like to have only the bullet points regarding the communication. They prefer to ask questions on any points needing clarification. Still others just want you to tell them. Try asking, "Would it be helpful to send you the information prior to our meeting?" or, "How about I jot down the bullets of what will be covered and send to you?" To check to see if those that prefer to be told the information are getting it, ask, "Could you tell me in your own words what we just discussed?"

In group settings, it is likely there will be representation from all types of listeners. In those cases, the use of visuals, demonstration, and a handout or document would be recommended to ensure all listeners get the information their preferred way. In addition, make sure the presentation of the information is interesting by engaging the listeners, reading aloud, changing your voice inflection. Encourage your listeners to take notes by providing them with paper and pens. If the communication is about a task, include the opportunity for demonstration and feedback.

Listen actively to what they say; use what you learn - Once you've incorporated questioning to find out what they know and how they want to hear it, use the information to provide only what's needed. Remember that being successful at communicating with others is about providing the information in the way others will best understand it, not the way you prefer to give it.

Don't use jargon unless you explain it first - Seasoned employees won't have an issue with industry terms, but new employees will be lost if your communication with them includes terms they've never been exposed to. Make sure any industry terms are fully explained when communicating.

Check for understanding - One part of communicating with others is providing the information they need. The other side of the coin in communicating with others is to check for understanding. Don't assume they got it. Ask. Try, "Could you tell me in your own words your understanding of the information I've shared with you?" or, "What part of this needs more clarification?" The key here is to ask open-ended questions; those that require more than a one word response.

You will increase your effectiveness communicating information with others by learning to ask good questions, knowing your audience, responding to their needs and checking for understanding.

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