Better Communication Through Less Communication
Robby Slaughter
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As a subscriber you can listen to articles at work, in the car, or while you work out. Subscribe NowBrevity, the adage assures us, is the soul of wit. Efficient communication is also the hallmark of productive organizations, happy employees, and profitable companies. But too many modern business professionals attempt to run their careers through overcommunicating. They deliver soliloquies better suited for the stage than for the conference room. They write epistles instead of emails. They talk when they should be listening, and worst of all, call meetings when what the business needs most is for people to be working.
How can the well-meaning businessperson become more succinct? First: strike every hollow phrase from your vocabulary. No more “so to says” or “it’s one of those things.” Eliminate “this, that, and the other” and destroy every “way, shape, or form.” Drop “very” and “I mean” and “you know.” These strings of words dull the minds of listeners. They occupy space without providing value. They lessen your impact, and therefore undermine your credibility. Stop.
Next, choose your medium wisely. Most communication is non-verbal. When nuance matters and when content is emotional and sensitive, deliver the news in person. When your questions are urgent and the path uncertain, pick up the telephone. And if you’re relaying facts, instructions, or other straightforward information that is not time sensitive, write an email.
Dropping in on a colleague to discuss an idle curiosity is rude and wasteful. Impromptu meetings with no agenda derail productivity and incite resentment. Most business communication does not require dialogue. Writing entails forethought and presents the opportunity for editing. If you don’t need other people’s input to make a decision or generate new ideas, say what you want—precisely—using the written word.
Pen to paper (or fingers to keys) is part of a third element of efficient communication: preparation instead of reaction. Before talking to a coworker, plan what you will say. Before presenting a new initiative in a meeting, work out your script. The more people who will receive your message, the more time you should spend crafting your words and visuals. It is easy to annoyingly over-communicate if you are woefully underprepared.
Next: great communication includes great visuals. If a picture is worth a thousand words, use one and pass along the savings. Simple diagrams, photographs captured on cellphones, and even paragraphs converted into bulleted lists can make incomprehensible ideas clear. Draw something—ask a designer if you can—and get your point across.
Furthermore, resist the urge to be clever. Evolutionary biologists note that the origin of much of animal communication centers around mating. At work, however, we don’t need to peacock to impress our colleagues as much as we need to talk to each other to get things done. Fancy language, silliness, and attempts at humor often fall flat. Some fun is perfectly okay, but too many people are clearly trying too hard. Just say what you need to say.
Do, however, use stories to communicate. We remember facts, but we internalize the trials of characters we love. When explaining a situation, use a name, tell the details in the order they happened, and describe the resolution. The arc of a good story lives forever in the mind of a listener.
Finally, care about correctness. If you use a number, make sure it is exactly precise. If you quote experts, check your sources. Provide references and be transparent about the origins of your ideas. If you become known as someone who pays little attention to the truth, you’ll also become known as someone who pays the most attention to the sound of their own voice.
Being correct also means being consistent. Follow the rules of grammar and spelling. Treat all people equally. If you must criticize, do so in private to that person, out of earshot of others. Check and double check. Admit when you are wrong, and apologize. Correctness and humility breed respect.
Following these guidelines will enable to you to communicate more by using fewer words. You’ll create more change through smaller actions. You’ll spend more time preparing to speak than speaking, and more time writing than chatting. You’ll go to fewer meetings and rarely engage in an extended unplanned conversation at the office.
This won’t remove warmth and spontaneity from your life. It won’t eliminate great discussions and painful conversations from the workplace. But it will make everything about your business more intentional and more purposeful. Sacrificing a few extraneous words for that much significance is indeed a small price to pay.
Robby Slaughter is a speaker and consultant focused on employee productivity, employee engagement, and process improvement. Visit his firm online at www.accelawork.com.