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Faxes, teleconferences, the World Wide Web, and
other technological advancements guarantee that we can communicate
with virtually anyone, anywhere. However, it's up to us to ensure
that the messages we send are clearly understood by the
recipient.
Whether it's a face-to-face meeting or an overseas
transmission, communication is a complex process that requires
constant attention so that intended
 messages
are sent and received. Inadequate communication is the source of
conflict and misunderstanding. It interferes with productivity and
profitability. Virtually everyone in business has experienced
times when they were frustrated because they just couldn't "get
through" to someone. They felt as if they were speaking an unknown
language or were on a different "wave length." Communicating
effectively is much more than just saying or writing the correct
words. How we communicate is affected by frame of reference,
emotional states, the situation, and preferred styles of
communication.
Our perceptions are directly related to the senses -- visual,
auditory, or kinesthetic/tactile (movement, touch, taste, and
smell). Although everyone uses all three styles or modes to
interact with the world, most people have a primary one. Research
indicates that most people are visually-oriented, whereas the
fewest number of people are auditorially-oriented. To ensure that
messages are conveyed, it's important to learn how to communicate
in another's particular style. To discover someone's primary mode:
(1) Listen to the verbs they use; (2) Watch their eye movements
during a discussion; (3) Observe their behavior; (4) Ask how they
prefer to receive new information; and (5) Be aware of your own
preferences. Let's consider each mode.
The Visual Mode. Visually-oriented people interact with
the world by creating mental pictures. They'll often make
statements such as "I don't see it that way" or "It
looks good to me." When responding to questions or making
comments, their eyes will go up to create a picture. They also may
blink to "clear the screen" in their mind's eye, or they may look
directly at you in response to your questions. They will use verbs
such as look, see, picture, and
imagine. When presenting new information to them, use
colorful pictures, charts, or displays.
The Auditory Mode. "I hear what you're
saying" or "It doesn't sound that way to me" are
typical statements made by those whose primary way of interacting
with the world is auditory. They like to discuss and listen to
recorded information and music. When responding to questions
 or
making comments, their eyes will go over to the side, often
repeating out loud or in their mind's ear the question or
statement made. They will use verbs such as hear,
listen, debate, and talk. When presenting new
information to them, take the time to discuss it and answer all of
their questions.
The Kinesthetic/Tactile Mode. Many people are doers and
are quite demonstrative, preferring movement in their
interactions. They often make statements such as "I feel
this is the best solution" or "I just can't grasp the
idea." When responding to questions or making comments, their eyes
will go down to get in touch with emotions and the motion involved
in the statement or question. They will use action-oriented verbs
such as feel, touch, run, hold, and
move. When presenting new information, use hands-on
activities, such as actually going through the motions of a new
procedure.
In these times of doing more with less and increased use of
technology, it's imperative to remember to do whatever we can to
foster effective communication. By looking at the world from
another's point of view, your employees, co-workers, customers,
and vendors will feel that you're really listening to them.
Listening and responding in a way that makes sense to them will
improve relationships, enhance performance, increase productivity,
and positively impact the bottom line.**
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