Assume the Next Message You Send Will Be Misunderstood
In working with companies and organizations to assist them in improving customer and workplace relationships, I find that misunderstandings are one of the leading factors that cause people to lose respect, trust, cooperation and the derailing of relationships.
The problem starts with the fact that there are around six hundred words in the English language, each of them having ten or more meanings. The context in which a word is given, as well as how the word is emphasized can change its meaning. In our writing and speaking, then, we need to provide stories, examples, and anecdotes that create pictures in people’s minds, to ensure our words are not misunderstood. To ensure you meet the goal of every presentation-to make sure the listener walks away with the intended message-try adapting these four techniques:
- Repeat the message. First, tell them what you are goingto tell them; second, tell them; and then third, tell them what you told them. People often need to hear what you are saying a number of times before it sinks in. Also, when you are repeating a point, say it in different ways and be sure one of those ways is to create pictures in people’s minds, as everyone processes information differently.
- Have your audience repeat the message. Only use this in one-on-one or small-group situations, and, for the sake of fairness, mention to the audience in advance that you will ask them to repeat your message when you’re through, just to make sure everything is clear. Without such a warning, people might think you are arrogant and condescending, trying to catch them “off guard,” and they could become resentful.
- Make sure your body language, tone of voice, and words are all congruent.
- Prevent sounding condescending when it comes time to review what you told them. Say something to the effect of, “I want to make sure I came across clearly and didn’t confuse you. So just to make sure, here is what I wanted you to remember.”
