Communication Excellence

The proliferation of the Internet and the spontaneity of information have placed strains on our ability to communicate. Just walk into any Customer Service Center or listen when representatives call you and there is a cacophony of noise. Call Centers struggle to keep up with the need for speed, er answers. Worse yet, due mostly to globalization and more importantly the array of generational issues, the ability to communicate well is difficult.

According to research psychologists the average one year old has a vocabulary of three hundred words. At two, children have knowledge of 272 words. By six the average child has a vocabulary of 2562 words. Adult vocabulary accumulation continues to grow yet effective use of them does not necessarily follow. Even though the average adult speaks at a rate of 125 to 200 words per minute and over 18,000 per day, this does not mean that messages are clearly relayed. Words like eyeglasses obscure everything, which they do not make clear.

The problem is that there exist differing levels of vocabulary, differences in culture and differences in behavior. All dramatically affect the way we hear, the way we listen and the manner of human interaction. We accumulate bad habits from our personal and professional environments. We also accumulate our habits from a myriad of media such as radio, television and the Internet. The fascination of "pop culture" is also contributes. The mix of issues creates a potpourri of issues that require immediate attention.

Stemming from 27 years of research and case studies, we find that communication can be excellent. A requirement is a focus on three areas that immediately bridge the gap in age, and personality. We believe communication excellence blossoms from a focus on culture, generation and optimization of behavioral awareness.

Culture

We live in a very different and brave new world. We live in a global economy that we have not experienced since the Industrial Revolution. We now do business with communities and nations that we never heard of 10 years ago. And, those that we did, often joked about. We have to be cautious about words, dress, linguistics, and even electronic communication. Anything we say can be misinterpreted. While there is global culture, there is also American culture. For example, if you live in Chicago and you notice a person walking along the lake on a winter day with shorts and a T-Shirt you might believe the person mad. Yet, if someone told you the person lived in Alaska or South Pole your ridicule would change. Culture defines our differences, but illustrates the wealth of world diversity. There is richness in diversity.

Here are some tips and techniques for cultural awareness:

  • 1. Smile. Americans love to smile. We associate smiling with content individuals. In fact, our values show that if an individual refrains from smiling they are upset. The truth is during a business discussion; some cultures are prone to listening intently. Smiling is of little value during a business meeting. If meeting with a client understand the culture before you "Americanize" it.
  • 2. Touch. There are some countries that kiss on the cheek, touch shoulders and even shake hands readily. Yet some cultures do not. In certain cultures even touching a person with the "left hand" denotes uncleanliness.
  • 3. Proper names and Titles. For many Americans the only valuable title is Chief Executive Officer. In many countries such as in Asia, titles are a sign or respect. Moreover, it is vital to use Mr. Or Ms. with a surname rather than address anyone by first name.
  • 4. Introductions and Business Cards. Americans typically take business cards when received and place them in a pocket or padfolio without reviewing it. Business Cards in Europe and Asia are known as calling cards. These illustrate an individual's title, importance and name. Take a moment to review it and keep it in front of you until the end of any meeting or presentation.
  • 5. Business Discussions and Negotiations. American's desire speed. As such, there is little room for relationship building. Not true in other cultures. Further, Americans speak quickly, crunching words; making discussion difficult and incomprehensible. Slow down during discussion. Language controls discussion, articulate and soften your tone. Use vocabulary of your guests and ensure you create a relationship first. Foreigners enjoy relationship building to build trust.

Generation

There are currently four generations in the workforce. We simply have a difficult time speaking to those that are younger and sometimes older and they do not understand us. There is a vast difference in age and cultural differences among the generations. In the last five years a new generation entered the workforce creating more communication obstacles. Known as Generation Y, this growing and aggressive workforce has changed the course of communication.

Due to organization's desire to increase profitability, many Generation Y individuals were hired to replace aging workers. However, talent acquisition brought disorder to reporting rank and file. Whereas previous younger workers reported to older vested employees, the reverse occurred. Older workers now report to youthful peers.

To communicate effectively across generational lines it is important to understand motivational factors. There are numerous issues, many of which I cover in my workshops and presentations, however here are the top three:

Authority - When it comes to authority, older adults from the World War II generation and even Baby Boomers understand that titles and authority figures are important. Respect and trust are large issues and those in control are to be given the utmost respect due to experience and education. Contrasting this are those from Generation X and Y. The former is unimpressed with authority stemming from multiple rightsizings and "survival tactics" needed in large bureaucracies. The latter simply desires to prove all they know to authority. Provide room for growth and proof. People do not learn if they do not take risks. Do note there is a fine line between risk and insubordination; allow enough room yet not too much.

Relationships - Veterans and Baby Boomers are very much into rapport and relationship creation. Generation X more skeptical given issues mentioned above. Generation Y simply requires those they need presently so that they progress through the ranks. For aging adults try to establish immediate rapport and trust. Younger adults be quick and progress, otherwise they will.

Language - Veterans and Baby Boomers require hierarchical and formal titles and language. Addressing individuals with the formal "Sir" and "Madam" is expected. The proliferation of emails, voice mails and "pop culture" has created informality in the Generation X and Y crowd. It is best to ask first but these crowds allow for first names and more informality.

Optimization of Personality

Through years of language, discussion and observation, we realize that many individuals do not act as we do, do not think as we do and have differences in feelings and communication. In fact, we realize that many people have differences in goals, motivations and fears. It is necessary that we develop productive interactions by adapting as needed to individual communication.

A practical method used by many considers behavioral and personality differences. There are numerous available aids. One I have used for years is known as D.i.S.C.™ This behavioral assessment considers individuals in one of four communication styles. They are defined as:

  • Dominant - dominant goal oriented individual that seeks to maintain order and takes command
  • Influencer - gregarious individual that enjoys the center of attention and wears his/her heart on the sleeve
  • Steady - amiable individual that considers all, abhors conflict and seeks calm
  • Conscientious - analytical individual that maintains order, decorum and policy

Examples of each are illustrated thus:

Getting on a busy elevator...

  • The D pushes the button as if no one existed.
  • The i holds the door of a busy elevator so all can fit.
  • The S waits until all board to ensure there is room for all.
  • The C counts to ensure there is the proper weight load.

The importance of understanding this assessment is to assist you in diagnosing how to communicate effectively. The first step is to consider vocal tones and pitch and then follow with body language observation. Ask provocative questions to understand individual motives and styles. After a time you will learn to whom you are speaking. Once you are close the choice is to emulate the style of the other party to help enhance the communication so that all is head.

Clearly there is no right or wrong when attempting to communicate with others. With a myriad of styles and linguistics, it becomes cumbersome to denote best practices. However, for any business professional trying to drive agreement and close business, it is vital to communicate effectively. Some best practices:

Listen: you discover more with two ears

  • Questions - learn how to ask provocative questions foe better replies
  • Diversity - understand the variety of cultures and generational differences
  • Articulate - respond concisely so information is clearly heard
  • Vocabulary - learn a new word each day, good language is the art of discussion

They're a numerous communication techniques to aid excellent conversation. Your communication will grow and prosper if you increase daily. Take this information, use it, make it part of your lexicon and watch your communication extend from good to great!