More change has taken place in the past 30 years than in the whole history of mankind. This change has included ever-increasing technological advances to enable us to communicate faster, more efficiently and more effectively.
Technological changes have indisputably led to faster and more efficient communication. We have email, fax machines, telephones, telephone conferencing, video conferencing and pagers, but are we communicating more effectively? No.
We have TV and radio stations that transmit news immediately, newspapers, journals, trade magazines, newsletters, books, direct mail, specialist publications and the World Wide Web. We are getting to the point of information overload, but are we communicating more effectively? No.
Everything that we do throughout each day involves communication in one form or another – at work and at home, in politics, commerce, education, sport, entertainment and the financial world. Communication touches every sphere of our lives. Yet communication is a largely undervalued, untaught asset in the modern world, often with disastrous results. When communication breaks down the bombs and the brickbats start flying about – whether in the home environment, the workplace or the global political arena. Professor Stephen Hawking of Cambridge University recently stated – in a TV commercial, incidentally – that ‘the world’s problems could be solved if we kept talking’. This idea can be applied to almost any situation.
Written – This is the most dangerous form of Communication. There is one simple rule that should be the basis of all written communication
You must write not so that you can be understood, but so that you cannot be misunderstood.
Written communication has a long-lasting effect because it can be read over and over again. It can re-ignite joys and bitterness. In my years of consultancy work I have seen the written word cause more aggression, drama, and strikes than any other means of communication. The written word, if there is any ambiguity will always be read negatively.
Email is one of the greatest inventions but is becoming the world’s biggest timewaster. It is not a management tool. Please don’t email your people – speak to them.
One golden rule of communication is:
Never write negatively.
When the subject is someone’s behaviour or performance, no letters, faxes, inter-office memos, emails, notices and so on should be written in a way that could be construed as critical, condemning or complaining – in other words negative.
Before sending your written communication, re-read it and ask yourself what your reaction would be if your received it.
Always re-read written communication before its dispatch. This also applies to email where the consequences of a badly worded communication can be even worse than a letter – a letter is usually only read by just one individual, whereas an email can upset countless people.
Write short paragraphs – 2 to 3 lines per paragraph.
Writing Style
Why do we write differently to the way we speak? If you look at the correspondence you receive, you’ll notice that the way people write to you is often totally different to the way they would speak to you on the telephone or face to face.
Those in the public sector are perhaps the worst exponents of poor communication. Not only do these people seem to speak a different language from the rest of us, but in a vast majority of cases their written communication is truly appalling. You have probably come across this yourself, and there are books about ‘government speak’, but let’s list some of the phrases that are particularly tired and tedious.
For example:
Under the aforementioned circumstances
Attached hereto
As per your letter of the 15th at hand
Would you kindly be good enough to send me
Your cheque in the amount of £150.00
We are this day in receipt of
At your earliest convenience
Telephone Communication
The telephone is without question still the most important tool in the communication field. The Internet may have created the opportunity for people to connect with each other more frequently through email, and may have taken some business away from the postal services, but the field of telecommunications is still a rapidly-growing industry. One only has to look at the massive expansion in the sales of mobile phones, and the services they provide, to realize this.
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