During the construction of my house, in one of my technical conversations with the plumber, we discussed the installation of a rainwater drainage pipe on a retaining wall that divided one plateau from another. After analyzing the context, we decided to run the pipes below the retaining wall's grade beam (the foundation beam located at the base of a construction, connecting the piles or foundation blocks). We also reviewed the drainage points. I returned to the site, marked them on the wall, and sent a written message via WhatsApp to the plumber and the foreman, reinforcing our agreement. In the message, I mentioned marking the drainage points on the wall and reiterated the decision to run the pipes under the ground beam. This way, I was confident that the understanding was clear and the execution would be correct.
To my surprise, during a new visit to the site the next day, the pipes had been installed over the grade beam. Although there was no major technical issue, the execution differed from our agreed-upon. Indignant, I contacted the plumber and the foreman, reminding them of our agreement and the written instruction I had sent to run the pipes under the grade beam. In my final analysis, the simple use of the word "under" is confusing (note: "under" and "over" are words with very similar spellings in Portuguese: "sob" and "sobre", respectively). "Embaixo" (below, in Portuguese) is a more common word and would have been more direct and assertive.
This is a simple example of typical communication problems. Even though we currently have various communication tools, we often encounter misunderstandings between the involved parties. The classic communication model presents two actors, the sender and the receiver, who exchange messages through a channel. In this flow, noise can occur. To avoid it, it is vital to confirm that the receiver has understood the message, meaning he/she could decode it.
The sender is responsible for ensuring the message is transmitted correctly. In the example above, despite the face-to-face conversation and the reinforcement of written communication, a single word, perhaps uncommon in the vocabulary of the involved parties or potentially ambiguous, led to a deviation in execution.
Effective communication is the cornerstone of successful initiatives, especially in project management. It ensures that all stakeholders are aligned, reduces misunderstandings, and enhances collaboration. It is estimated that project managers spend 90% of their time on communication.
For leadership, mastering the art of communication is one of the most essential soft skills. Even the best organizational strategies will only succeed if communicated adequately to tactical and operational levels. Demanding collaboration and engagement from the team is only possible if communication is fluid and participatory. Many conflicts originate from communication problems, with people's behavior and results directly impacted by the quality of communication. I often observe leaders who are excellent in rhetoric but must improve in communication in practice. They do not communicate with the appropriate means, frequency, and form.
In pursuit of the success and effectiveness of the sender-receiver model and to avoid noise in the message flow, it is essential to consider the following:
Knowledge of the Receiver: Focusing on the receiver is critical to successful communication and relationship building. Knowing their experiences, education, knowledge, expectations, and needs is necessary. This is the starting point to increase the chances that the message will be correctly decoded. Different receivers may be motivated by content that is more aligned with their points of interest.
Use of the Right Channel: Different communication channels are efficient in varying degrees. Face-to-face communication is the richest and most effective form of communication, as it also involves non-verbal communication. The adequacy of the chosen channel should be considered for each need.
Adoption of Support Resources: Visual resources are recommended to support communication whenever possible. In this article, I explored the topic of Visual Tools for Success: https://tinyurl.com/bdebwbrh
Use of Appropriate Language: Using specialized jargon or excessive foreign expressions can create communication barriers and may even represent arrogance and disrespect toward the receiver. The sender should use appropriate vocabulary according to the receiver's knowledge profile. A doctor, for example, should be able to explain a diagnosis to a patient simply, without resorting to excessive medical terms.
Parsimony in Frequency: We are bombarded with information at all times. Communication frequency is important, so it is neither excessive nor scarce. The appropriate number of interactions ensures the relevance of communication.
Attention to Length and Time: Long, poorly formatted, and prolix texts can hinder communication and create resistance. Concise and objective communication is recommended. In face-to-face communications, the agreed time should be respected, focusing on the objective and avoiding distractions.
Consideration of Culture: Cultural aspects must be considered. Different cultures have different ways of interpreting and expecting how communication should be conducted. For example, direct and assertive communication is valued in some cultures, while a more indirect and diplomatic approach is preferred in others. Additionally, gestures, facial expressions, and even tone of voice can have different meanings in different cultures. Being aware of these differences and adapting the approach according to team members' cultural sensitivities and norms is essential when communicating with multicultural teams. This helps avoid misunderstandings and demonstrates respect and consideration, strengthening relationships and promoting an inclusive and collaborative work environment.
Confirmation of Understanding: I frequently see leaders assume that their subordinates can access certain information and consequently understand specific requests. As illustrated in the sender-receiver model, the confirmation flow on the receiver's side, that is, their feedback on receiving and understanding, is fundamental.
Evaluation of Timing and Urgency: Although we are practically connected 24 hours a day, team agreements regarding the times for receiving and responding to communications must be respected, as must appropriate channels in urgent cases. For example, using WhatsApp in an emergency and expecting an immediate response is not recommended.
Use of the Right Tone: Using the right tone is fundamental to avoid misunderstandings and ensure the message is received positively. In written communications, it is essential to be especially cautious, as the absence of body language and intonation can lead to misinterpretations. Irony and out-of-context jokes should be avoided to prevent discomfort or offense. Regardless of the situation, maintaining respect and education is crucial. It includes being clear, courteous, and professional, ensuring the receiver feels valued and understood.
Use of AI Tools: Generative AI tools, such as ChatGPT and Grammarly, have various valuable applications in communication. They can help create more straightforward and compelling messages, adjusting the content to the audience's profile and the desired conversational style. These tools allow the generation of multiple versions of the same content, facilitating the adaptation of communication for different contexts and audiences. Microsoft's Copilot is also an excellent option, offering real-time support to improve writing and ensure precision and consistency. Utilizing these technologies can significantly increase communication efficiency and effectiveness, allowing for a more fluid and well-structured flow of information.
In conclusion, mastering communication is a vital skill for every professional, especially leaders and project managers. We can significantly enhance our communication effectiveness by focusing on the receiver, choosing the proper channels, and ensuring clarity. Continuous improvement and reflection on our communication practices lead to better relationships, increased collaboration, and successful outcomes. The commitment to refining our communication skills and reaping its benefits should be a target in our professional and personal lives.
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