"What we have here is a failure to communicate."	~from the film Cool Hand Luke 

How many times have we heard "better communication" offered as the solution to organizational problems?  It has become a cliche--overused, vague, meaningless--and true.  Improving communication, then, becomes the concern (and more importantly) the responsibility of everyone involved.

The purpose of all communication is to convey information within a defined context.  Effective communication provides accurate information, leads to positive action, builds trust, and reveals the truth.  Ineffective communication creates fear and anxiety, conceals problems, and inhibits risk taking.  "Up to 75 percent of employees leave their jobs because of communication problems," says Steven Gaffney, author of Just Be Honest: Authentic Communication Strategies That Get Results and Last a Lifetime.

In order to improve the communication process, barriers must be identified and removed.  The misuse of power, non-verbal clues, decoding, and rumors are four areas to consider when making the effort to improve the communications process.

Power and Intimidation

Leaders in an organization have power by virtue of their position.  The better the climate for communication in the organization, the less significance power has in the interpersonal exchanges.  It is the obligation of those with position power to ensure that truth and honesty are valued above all else.  Sometimes the truth is not good news.  When the leader makes it known by his reaction to bad news that he is unhappy with the messenger, the messenger stops delivering any news.  Problems then become concealed, only to re-emerge suddenly, and without warning.  As frustration grows, the atmosphere becomes volatile.

A position of authority comes with the burden of self-control.  Emotional outbursts or reactions are inappropriate and harmful to the communication process.  Leaders who speak out of anger or frustration are abusing their power and raising the barrier to effective communication.  By recognizing and acknowledging the courage of the messenger to speak the truth, the leader ensures that real problem solving will begin.

Listen With Your Eyes, Too

Non-verbal communication is as important as what is spoken.  Body language, tone of voice, and eye contact either reinforce or contradict the actual words.  In order to interpret non-verbal clues, individual traits and habits must be factored into the communication process.  This requires looking for, and recognizing, an individual’s non-verbal communication patterns.  When anything "abnormal" is observed (e.g.--a dejected tone of voice or slumped posture), both the listener and  the speaker have an opportunity to remove the barrier.  Non-verbal clues are invitations to ask for more information.  The person with the authority or power must recognize the opportunity and take action in a non-threatening way.

Make time to give the person your undivided attention, away from the action of the work place.  Show genuine concern for the whole person and be as helpful as the situation allows.  Even if no action is required the process of open communication is strengthened in a meaningful way.

Translation, Please?

Words combined with non-verbal clues create a code that must be cracked.  "I’m not sure" or "I don’t know" sometimes translates into: "I’m afraid to tell you," or "I’m not sure how you will react."  The person leading the exchange has an obligation to recognize and diffuse these potentially explosive situations.  Reassure the messenger that confidentiality will be maintained and that the facts are the most important aspect of the conversation.

By reading the non-verbal clues of eye contact and body language, the leader can diffuse these potentially explosive situations.  The first step is to acknowledge that the speaker may want to elaborate.  Then, reassure the speaker that facts are the most important information and that truth and honesty are valued above all.  Recognize that what follows may require restraint and self-control and proceed with caution.  The goal is to open and strengthen the process of communication, even when the news may be less than desireable.

Rumors and Gossip

Whenever three or more people work together rumors and gossip are inevitable.  People talk.  Stories get repeated.  Open and accurate communication is the only effective solution.  In order to minimize the damage, make sure that what gets reported is the truth.  Encourage everyone to ask questions and then answer honestly.  Provide frequent opportunities for organizational information to be dispensed.

So, Where Do We Go From Here?

Learning to perceive the subtle nuances of oral communication is a high level skill.  Fortunately there are, in most organizations, daily opportunities to practice this critical skill.  The process is uncomfortable but rewarding.  Improved communication strengthens relationships by lowering anxiety and raising morale.  Problem solving becomes easier when the flow of information increases without fear of retribution or incrimination.  In general, the work environment improves and there is a greater commitment to achieving the organizational goals.  Now, what were you saying?  I’m ready to listen.  Are you?  

This article is provided as general information and is not intended to substitute for legal or other professional advice.