"What we got here is failure to communicate"  

Strother Martin in Cool Hand Luke, 1967

What percentage of your managerial and organization issues are presented as "communication problems?"  Probably no less than bout 80% of the phone calls I receive from clients and prospective clients are described that way at the outset.

Not so.

That phrase seems to be a catch-all for anything having to do with people. Here are three issues that come up quite often along with related solutions:

Issue: "People aren't making the changes I want them to make."

Solution: Go back and define the changes as goals, not philosophical visions. More often than not your people are willing to do what it takes if they understand the specific results you want.

Issue: "I can't get my boss to take my suggestions seriously."

Solution: Start by explaining how the the situation is affecting results. Then ask if that is also a concern to your boss. If it is, be prepared to show 2 or 3 solutions that have differing amounts of complexity, cost, resources, and likelihood of success. If you show up with just one suggestion you put your boss -- and yourself -- in a place where you can only get a yes or no answer. I don't like those odds. Do you? Instead, offer a choice of "yeses."

Issue: "I'm planning a meeting and can't seem to get commitment replies from the emails I sent."

Solution: Do you invite friends to a special dinner party via emails? (If so, do you also give everyone a wifi-enabled PDA to order hors d'ouevres before having them play Charades using only programming code?) Commitments come from relationships. Relationships come from personal interaction -- tone of voice, inflection, urgency...

Emails are terrific for announcements and sharing information. To gain commitment, pick up the phone or get face-to-face. Think about the goal, the situational variables, and the ultimate methodology. It really is all about relationships.

"Communication" covers a multitude of sins. The next time you hear it described as the issue, ask, "What about communication is bothering you?" Your diagnostic skills will suddenly amaze your friends and neighbors.


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