Three Steps to Avoid Dys-communication at Work
Three Steps to Avoid Dys-communication at Work
Have you ever wondered how there can be so much communication
about an issue and nothing ever seems to get resolved about it?
One thing to consider is that much of the supposed communication
about the issue is happening on email. It typically proceeds in
this fashion: Someone identifies an issue and sends an email
about it to the person who may be responsible for it, as well as
copies to other individuals within the organization who may have
an interest in the same topic. The person receiving the email
may feel defensive or embarrassed at the public airing of the
problem (after seeing all the cc's receiving the same message).
Instead of addressing the issue, the receiver may move into a
defensive posture either by denying the problem exists or
forwarding the message to another person in the organization who
can be put on the spot for the same issue. This person may
respond in a similar fashion until a cycle of what I refer to as
dys-communication is perpetuated. And the issue continues.
Here are some easy steps to avoiding dys-communication using
email:
1. When an issue or problem is identified, use verbal
communication (either in person, or by phone) to communicate the
concern. This verbal communication gives the receiver the
ability to clarify by asking questions, and gives the sender the
ability to gauge the receiver's understanding and willingness to
correct the situation. This communication should be done
personally and not in front of others so as to avoid any
defensiveness in the receiver.
2. Use email only to send factual information, such as memo's,
meeting agendas, or other notifications that prior to the advent
of email would have been done on a piece of paper. Send the
emails directly to the persons who need the information. Use
cc's only to send the information to someone who needs to know
the information, but is not directly involved (e.g. the
secretary of a person who will be attending a meeting should be
cc'ed the agenda)
3. Never engage in a disagreement on email, and if someone sends
you an email that annoys you, follow step 1 and communicate that
annoyance in person-- not by email. Always pause before
responding to an email, and ask yourself, "Am I communicating
useful information, or responding emotionally to something I am
reading?" If your answer to the later is "yes", then pick up the
phone and call the sender instead.
Follow these steps and ensure that you will not be contributing
to dys-communication. Encourage your co-workers and subordinates
to follow these steps as well. You will be pleased with the
results.
© Copyright, 2006 All rights reserved, Joseph J. Tomaino, The
Tomaino Group, 834 Heritage Court, Yorktown Heights, NY 10598
http://www.continuingcareinsite.info/ Email: jtomaino@pace.edu