There are many ways to think about communication. This is one angle.
The definition of effective communication is dependent on the response you get back. Therefore, the dynamics are all about truly listening, as well as being flexible and very thoughtful in how you intend to communicate.
Communication is in the eye of the beholder. We professionals must shift our focus from who’s doing the talking (us) to who we are talking to (them). We must also realize that communication is about connection. And it’s an emotional connection. Emotion conveys the urgency on why this is important and really sets the tone for each and every conversation. For more details on this idea, watch Simon Sinek’s TED video at this link: http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action.html.
During our trainings for improving the client experience, eQ often cites an acclaimed study that was conducted by a researcher at Stanford. His name was Dr. Albert Mehrabian and he set out to dissect the elements of communication and learn the value of each of its three forms:
WORDS – the actual pieces of vocabulary used in speaking and writing
VOICE QUALITY – the tone, volume, inflection and other features of audible expression
BODY LANGUAGE – the physical position and movements that occur while delivering speech
What he discovered was that only 7% of communication comes from words. Voice quality comes in at 38% and body language takes the prize accounting for an entire 55% of how we communicate!
BUT WAIT! THIS STUDY WAS DONE IN 1967! HOW COULD IT BE RELEVANT TODAY – IN THE THROES OF THE INFORMATION AGE?! COMMUNICATION IS AT THE SPEED OF TECHNOLOGY! EVERYTHING IS EMAIL! AND EMAIL IS EVERYTHING! OMG!
eQ has encountered that argument during our trainings. Truth be told however, the study has been tested time and time again and even the most recent findings show that the communicative conclusions of the late 1960’s are still spot on.
But even if Dr. Mehrabian was proven false, eQ would still teach its “Dynamics of Communications” module the same. We are certain face-to-face interaction holds the most potential for personalized contact and securing the best client experience possible. To make our point clearer, here are four ideas to think about when it comes to choosing your mode of communication. They may seem a little random but this list is designed to serve mainly as a source of inspiration to become a better communicator.
Consider eQ’s Four Timeless Examples of the Dynamics of Communication:
1. If words alone were the most important aspect, why would the Oscars award Best Actor and Best Actress titles when they could just present a statue for Best Script and get on with the show? Because their performance is a critical part of the entire production. This is evidenced by the difference in casts between a Francis Ford Coppola film and a low-budget horror flick. The delivery of words matters when captivating an audience and winning acceptance.
2. Think about the following statement: “Ask not what your country can do for you but what you can do for your country.” Done? Good. Did you hear JFK’s voice dramatically crescendo in your head? Did you see his face take on an expression of conviction? Now imagine if cell phones existed in the 1960’s and The White House just texted that line to every American instead. Would the message have been as memorable? We’re guessing not.
3. Do you think that the female fans of The Beatles’ would start swooning and sobbing into a frenzy by just listening to their albums while paging through pictures of Paul, John, George, and Ringo? Maybe a few but review any footage of The Beatles saying something – anything! – to a crowd and you'll find every response from elated cries of joy to non-stop streams of tears to full-out- fall-over-fainting! It’s essentially a large-scale example of how in-person interactions invoke our emotions all the more.
4. Before there were computers and before there were phones, there was face-to-face meetings between human beings. In fact, it was through face-to-face meetings that phones and computer came into being. Let’s go even further – before there were words and before there was a voice, there was body movement and it was the only means of communication. And look how far it’s gotten our species! Suddenly a study from 1967 isn’t sounding so old now, is it? Thus, whenever you have the opportunity to communicate with your prospects and clients, aim to make the experience an in-person one. If that’s not possible, pick up the phone. As for emailing, well, in the spirit of Dr. Mehrabian, try not to rely on words alone for much more than 7% of time spent communicating…
Joe Mechlinski is the President of entreQuest and has partnered with countless leaders to effectively improve their team's performance, their clients' experience, and their company's profits.