Communication is at the core of all of our relationships, both business and personal. As the year (and decade!) winds down, let’s take a look back at 10 defining moments in communication. You’ll recognize some because they made news. But I believe you’ll relate to all of these tips and lessons.
1. Your attention is a hot commodity. Back in the dark ages of 1971, Nobel Prize winning economist Herbert Simon wrote: “What information consumes is rather obvious. It consumes the attention of its recipients. Hence a wealth of information creates a poverty of attention.”
Did Simon have a crystal ball? How did he know the attention tsunami was coming? In ’71, there was no Google, information superhighway, or text messages. Guard your time, attention, and mind carefully.
2. The word “I” doesn’t have to be self-serving and arrogant. Art Petty, who runs a management and leadership consulting firm, says we can use the word “I” for empowerment, active listening, and accountability. “I am responsible for this outcome.” “Here’s what I understand about your opinion on this matter. Am I correct?” ”I could use your help.”
3. Understand the emotions of communication in marketing. Simon Sinek, author of Start with Why writes about “The Golden Circle” and how most companies and people try to sell their ideas based on their product or service. Then they talk about how it will work. But the most successful are those who are able to connect with the public on an intimate level. These folks begin at the center of the circle. That’s where the why resides. The why creeps into the core of a lifestyle, emotion, and belief that people latch on to. The what and how come later.
4. Whoever has the message has the power. This is what social media has become in the past year. The news and the way we consume it have changed significantly because of technology and Twitter. The immediacy of real life can be broadcast around the world by someone with a flip cam or cell phone. An angry customer at the Hertz counter in Florida suddenly puts on his “news hat” and reports on shoddy customer service. You don’t need the media to capture the public’s attention.
5. Communication must be H.O.T. That’s honest, open, and two-way. That’s according to business writer and blogger Dan Oswald. He says the H.O.T. approach is an effective and powerful force. Amen, Dan.
6. Bullies suck. Criticizing, judging, and making people feel bad sends negative energy into the world. We have too much of that. Common sense and common courtesy in our communication—in person and online—is always appreciated. Snarky comments and dirty looks are included here. Remember, mean people have little mean people.
7. Rapport is critical in conflict and camaraderie. In our ‘crazy busy world’, it’s essential to know how to connect and engage with all types of people and personalities. This is especially true if you want to resolve a conflict and build consensus. Rapport is the bond that brings us together.
8. Authenticity is priceless. Just ask executives at BP, Toyota, and Goldman Sachs.
9. Influence comes in many different forms. It may be a quick Tweet, a blog post, a speech, or a handwritten note. Our words wield power. With social media and other technology, be aware that your influence (impact) can affect people in other countries. People you’ve never met and never will. Choose your words carefully.
10. Embrace a creative community. Being an introvert won’t serve you well in our interactive, engaged world. This year I’ve learned to appreciate that life demands our participation. Force yourself to learn, watch successful people, and develop your own creativity and style. Meet one person at a time to build confidence. You must begin now or you will be left behind.
– With thanks to Susan Young
