You
Are Here: Home
> Resource
Articles > Working
Relationships > Article
|
Untitled Document
Top
Picks for
Tuesday, 02 Dec 2008
|
The
Myth Of The Communication "Problem"
by
Tom Terez
People
who put the blame on communication breakdowns for anything and
everything that goes wrong in the workplace are very often missing
the mark. These humorous imaginary conversations will help you
understand why, and the serious suggestions that follow will
put you back on track.
Q.
One of my colleagues likes to say that every workplace problem
is ultimately a communication problem. Is there any truth to
that? What's your take on this?
A.
First of all, let's acknowledge that many people cite "communication
problems" as the source of any and every workplace woe.
Here's
a transcript from an actual workplace conversation that perfectly
illustrates this phenomenon:
Meltdown?
(At
a nuclear power-generating facility)
BOB:
Oh no, I think the core is starting to melt down!
CHRIS:
A meltdown? Oh, come on, don't be ridiculous.
BOB:
No, really! We're registering a 9.6 on the meltdown gauge, and...and...look,
my fingers are starting to turn fluorescent green!
CHRIS
(chuckling): That may seem to be the case, but what we really
have here is your garden-variety communication problem.
BOB
(as a siren begins to wail): Do you really think so?
CHRIS:
Absolutely. Let's form a Communication Committee and schedule
a workshop on how to be better communicators. (Pause.) Will
someone turn off that damn siren?!
In
reality, the typical communication breakdown tends to be a symptom
of a problem—and by no means a root cause. There's a world
of difference between the two.
For
a case in point, let's turn to the history books.
Iceberg?
(On
the H.M.S. Titanic, at that fateful moment)
FRANTIC
LOOKOUT: Iceberg! Iceberg! I see an iceberg! I also see Leonardo
DiCaprio, but I don't care, because there's this huge iceberg!
And we're heading straight into it!
THE
CAPTAIN (on the bridge, to the Executive Officer): Did you hear
something?
EXECUTIVE
OFFICER: Yeah...something about...Leonardo DiCaprio, I think.
THE
CAPTAIN: Could he really be on board?! Hey, let's leave the
bridge for an hour or so and find our star passenger. I'd love
to get an autograph!
EXECUTIVE
OFFICER(quickly exiting the bridge, with the Captain): Great
idea!
(CRUNCH!)
Did
the Titanic go down because of a communication breakdown? Of
course not.It all happened because Leonard DiCaprio was cavorting
on deck when he should have been warmly tucked in his bunk getting
a decent night of sleep.
Let
that be a lesson to all Hollywood megastars who plan to take
cruises near the Arctic Circle.
Of
course, when people see every workplace problem as a communication
problem, they want every solution to be about—you guessed
it: communication.
"What's
that, people are coming in late? Let's send out a memo and state
the policy."
"Accidents
are up on that machine? Get going on a written procedure."
"Employees
are unclear on their benefits? Let's have a staff meeting and
make it clear once and for all."
That's
right, we're talking about the big three communication "solutions":
memos, written procedures, and staff meetings.
The
word memorandum comes from the Latin memo for "throw"
and randum for "away". Yet few things have had more
staying power in organizations than the written memo.
In
fact, archeologists report that development of the written word
likely had its genesis in the following conversation, which
was recorded using a bulky prehistoric tape recorder:
How
It All Started
CHIEF
CAVEMAN: Are you telling me that people are not resharpening
their flints, even though we have a rule saying they have to
do it?
UNDERLING
CAVEMAN: That's right. We had a heck of a time yesterday sawing
through those carcasses.
CHIEF:
Well, get some shale, and carve out a written memo to everyone.
Keep it short and simple: "Flints are to be resharpened
twice a day, by order of the Chief."
UNDERLING:
Written? Memo? But Chief, we don't even have an alphabet. We're
still trying to figure out that fire thing.
CHIEF:
Go invent one, or I'll bash your head in with this large tape
recorder. I want 20 clean copies of that memo by sundown!
Now
that I've amused and perhaps infuriated the archeological community,
let me provide some serious ideas for dealing with this issue:
Serious
Solutions
1.
When a workplace problem surfaces, conduct a deep-down
analysis to uncover root causes. There are fishbone
diagrams, tree diagrams, and other tools that can help you in
this process. Ideally, bring together a team of colleagues for
this cause analysis. More brainpower at the table will translate
into deeper discoveries.
2.
Specifically, if you find yourself face to face with a "communication
problem", resist the urge to jump to a communication
solution. Get busy with your colleagues and start peeling
back the layers to understand why the situation is occurring.
Keep peeling: ask why, why, why. Only when you know the underlying
cause can you have an intelligent conversation on how to respond.
Expect to find that this deep-down cause has very little to
do with communication.
3.
Be on the lookout for others who are resorting to communication
"solutions" that don't address root causes.
Use your best diplomatic skills to create a safe environment
where traditionalists can experiment with new approaches.
4.
Recognize that memos, written procedures, staff meetings, and
other forms of communication remain important to the health
of the workplace. The trick is to use them only when they're
truly necessary—and to ensure that they add substantial
value.
For instance, most organizations are afflicted with rampant
I-talk-you-listen staff meetings. Put those aside for a moment
and envision something different.
Awesome
worker get-togethers are possible—not once, not twice,
but all the time. Huddle with colleagues to imagine it, plan
it, and make it happen.
Copyright
© 2002 by Tom Terez Workplace Solutions Inc.
Tom
Terez is a speaker, workshop leader, and author of 22 Keys to
Creating a Meaningful Workplace. Tom's web site: http://BetterWorkplaceNow.com,
is filled with tools for building a great work environment.
Write to Tom@BetterWorkplaceNow.com
or call 614-571-9529.
| Hot
Recommendations |
 |
|
| Internet
Mastery Center Blog |
|
|
