If you’ve watched this movie, then you know the line very well. You know the one where Chris Tucker screams to Jackie Chan, “Can you hear the words coming out of my mouth”? It’s the movie “Rush Hour,” as you may have guessed. At the volume level at which he was yelling, I don’t think “hearing” was the real issue. It’s an iconic film moment and a scene that always garnishes laughter. But that one moment prompts a good question when you look at it from a leadership communication perspective. Is hearing really the issue when it comes to communication? When you dive deeper, it’s not hearing—that’s the issue—it’s usually understanding. If I could adjust Chris’s words into an everyday question, it would be “Do you understand the words coming out of my mouth”? These days, understanding can pose a greater threat than hearing in organizations. As a leader, your job is to relay information to those who need it and have it ultimately translated into action. That relay or transfer has to be clear enough for others to pick up on it and to adequately follow through. But if we’re honest enough, the transfer can sometimes fall short due to a lack of understanding, emotions, etc., and subsequent actions and plans may be stalled or even impaired.
We all would like to think of ourselves as great communicators. I am no less different. But are we, though? And in all cases? I’m reminded of a humorous miscommunication experience I had in which I had a business lunch meeting. After some engaging conversation with my guest, who had to leave early, I finished my meal, took my vitamins, and prepared to leave. I had one last drop of water when I took the last pill, and thankfully I didn’t choke. But I was now out of water. Since I’d finished my meal and paid my tab, I thought I would just grab some water to go. I went to the bar where I found my server and asked him for a to go water. He looked at me and took out his writing pad. He walked back to the kitchen and came back empty-handed. I thought he did a lot of moving around to not have gotten any water. He came back over to me and said he was ready to take my order. Puzzled for a second, I repeated that I wanted a to-go water, and then that’s when it dawned on me. My daughter has always laughed at the way I pronounce water. It sounds more like order but with a “w” in front of it—”worder,” wherein many others pronounce it like “whater.” What can I say, being an Army Brat scrambles up your speech (smile). I quickly caught the miscommunication and explained it to him. We both laughed, and he quickly grabbed my water, and I was off.
This is a comical situation that illustrates how easy it is for communication challenges to happen and subsequent misunderstandings to follow. Oftentimes in the workplace, miscommunication isn’t a laughing matter. Especially when there’s lots at stake and it impacts productivity and relationships.
It’s imperative for leaders to lead the charge in modeling and practicing good communication practices. Here are a few helpful strategies…
- Check the comfort/attention level before you speak. People have a ton going on and often need to switch gears and attention to fully understand you. Great leaders learn to look for facial and body cues before they just begin dumping information on another person.
- Give others the opportunity to “echo back” what they’ve heard.
- Give information in bite-sized pieces to make it easier to take in.
- Engage in Active Listening—yes! The best active listening is 80% listening and 20% talking. Communicating isn’t about just giving information or barking orders. Taking time to listen in addition to communicating will allow you to spot misunderstandings or even confusion so you can correct it. It’s sad but there is too much communication directed at things that were never even said. Listening helps to keep the communication moving forward.
- Understand the power dynamic. Sometimes direct reports or employees may not necessarily feel comfortable communicating directly.
- Recognize communication barriers. Perhaps you’re speaking to someone from another culture, generation, etc. Differences can often create unintended communication barriers. Be intentional in how you prepare for your conversations and be ready to pivot if needed.
- Showcase humility when communicating. Having the opportunity to speak and connect with another being is an honor. Showing attentiveness and respect in sharing that space is an excellent way to create a healthy environment for enriched communication.
- Understanding is a 2-way street. Ensuring that you are properly understanding others is every leader’s responsibility as well. Take time to repeat back what you’ve heard and ask necessary questions to ensure clarity.
What’s one of your favorite communication practices that you use?
