Clear Communication: Receiving the Right Message

Communication is a two-way street. Clear communication requires active participation by the person receiving the message, as well as by the person sending the message.

Focus on the message.

When you receive communication in any form, focus on the message. Avoid the temptation to continue multi-tasking. Even if they are not in the room with you, give the sender of the communication your full attention.

No matter what the medium of communication, it is easy to be distracted. While multi-tasking can be a great thing, it distracts from the message being communicated. Losing the little details may make the message less clear.

Don't judge.

Everyone makes mistakes. Unless the purpose of the communication is for you to correct those mistakes, do your best to ignore them.

Sending a clear message is the responsibility of the person sending a message. The responsibility of the person receiving the message is to be sure that the communication is properly understood.

Yes, good grammar, proper spelling and appropriate word choice may make a message more clear. However, judging the sender of the message on their word choice, spelling or grammar does not help you understand the message better. In fact, allowing this to distract you from the message may make the communication less clear.

Don't shoot the messenger.

People communicate more clearly when they are not upset, particularly so when they are not upset with each other. Before you get excited, take a breath and finish the communication.

Not only will getting excited make you less likely to understand the message correctly, it may be unnecessary. It is possible that the parts of the message that upset you were already misunderstood. Finishing the conversation with clear communication can help you straighten that out, and possibly show that there was no reason to be upset.

Also, the person delivering the communication is doing just that. Unless they have control over the situation and the ability to fix things to your liking, they should not be made into a scapegoat for your frustrations.

Don't take the message personally.

While you are on a roll with not getting excited, remember not to take the message personally. Decisions or policies are not often made because of just one person.

Approaching the message from a personal standpoint (especially as a personal attack) is almost certain to make the real meaning of the communication less clear.

"Parrot" back the information.

It is time to outgrow the "uh-huh" head nod. All the person initiating the communication sees is your agreement. To them, it is "clear" that you understand exactly what they mean.

Instead, try re-phrasing bits, or paraphrasing back for confirmation. This active approach makes you really think about the message. It also lets the person sending the message see how you are receiving it.

Letting the person sending the message know what you are hearing gives them a chance to clear up any misunderstandings in the communication.

Verify what is expected.

You have gone through all the steps and you are pretty sure you have the message. Before you get too excited about your wonderful communications skills, take one last test to be really sure. Verify exactly what you are expected to do.

If you and the sender both think you have received the message properly, it can be very frustrating for both of you when no action comes of it. Either verbally or in writing, confirm to the person sending the message what actions you will perform and when you expect to complete them. If the communication hasn't been clear enough, you will both know, without missing any deadlines.

Clear communication is beneficial to everyone involved. Since everyone is affected by the outcome, it makes sense to cooperate in reaching that goal.