I have invested far too many hours, this weekend, trying to sort out a communication mess. A member of a volunteer board, on which I serve, has, effectively punched the rest of us in the head.
We probably deserve it.
There are sins of commission and sins of omission. Both forms are present on both sides of this particular communication mess.
The sin commtted is that of working up a good sense of outrage, sending off the e-mail equivalent of a nuclear attack on the entire world, and sitting back to watch the explosion.
I confess. In my younger, stupider days, I committed that very sin, myself, though on a smaller scale (and using cleaner, crisper, clearer language). I loved being outraged and articulate about it. Later, I became a journalist, and was paid to commit that sin.
In the situation this group faces, today, it’s the sins of omission that are more disturbing.
The outrage follows a discussion in which people based their comments on assumptions. (This may be the Eighth Deadly Sin.) Nobody at the meeting stopped to verify these assumptions. Nor did the outraged individual speak up to correct the assumption or clarify the situation.
On both sides of this sinful situation, people failed to follow these principles of excellent organizational communication – of excellent communication in any context.
- Get your facts straight before you communicate.
- Communicate factual information, avoiding impressions and speculation.
- Consider the impact of your communication on everyone affected.
- Seek input from those who will feel the impact directly or indirectly.
- Communicate with the right people.
- Choose effective communication methods. Don’t send a letter if talking is better.
- Have one clear message.
- Use clear, unambiguous language
- Represent yourself and your organization in a professional way.
- Talk with people, not to, at or about them. Don’t send messages, share information.
I’m not yet clear how this situation will unfold, how large the mess will be, who will clean it up or how big a mop they’ll need. I am clear that communication sins have been committed on all sides, the greatest of which is making, believing and perpetuating assumptions.
The mess this group is in creates an opportunity to remind us all (the puncher, the punchees, me, you, the entire world) to be more conscious of the way we communicate. It only takes a moment of thoughtlessness to create something we and others will regret and takes us off the path that leads to our goals.