Last week, I was an unintentional observer of a poignant scene within the hospital ward. An elderly woman, who was a patient on the ward, was reduced to tears and experienced a mini tantrum due to sheer frustration. The situation attracted my attention as it was evident from her persona and the language she used, that the elderly woman was a well-educated intellect, consequently the public emotional turmoil she was experiencing appeared out of character.
A gently spoken, kind and caring nurse, the sister in charge, sat next to the woman on her hospital bed and listened intently to what she had to say. The Sister was very patient and without interrupting the woman’s flow she asked clarifying questions, the Sister wasn’t defensive and used nonverbal cues to reassure her. After the elderly woman had finished, the Sister summarised what she had heard. Within 10 minutes the whole situation was resolved as the Sister spent time to communicate effectively with the woman setting clear expectations on; what was due to happen next, when it was happening and most importantly why.
Two things struck me about the whole situation:
- The Sister in charge was a great communicator, who was skilled at adapting her approach according to the situation. I knew this as I heard her speaking in a very different style to staff on the ward later that day
- The woman’s frustration and emotional outburst was completely avoidable by communicating effectively to her in a timely manner.
This encounter was a stark reminder that communication is key. Regardless of the situation, setting (personal or professional) and the subject matter concerned, effective timely dialogue can prevent emotional tension and promote a healthier environment. Several guiding principles influence the way I communicate today to ensure my messages are; clear, transparent and understood, below are my top three which I hope you find them useful.
1, Know Your Audience and Adapt to the Situation: Tailoring your communication style, content and communication medium to meet the needs of your audience is vital. I had a call recently with a professional who simply did not understand this. I was asking for advice on an emotive subject and his replies were scripted and not relevant. Needless to say, our interaction did not last very long, yet it still left me feeling extremely frustrated.
2, Timeliness is Crucial: When having a difficult message to deliver, it is human nature to tend to procrastinate about this. Delaying delivering an important communication, because you are worried about the reaction of the recipient is simply postponing the inevitable. Creating an environment where everyone feels comfortable sharing timely information is important and always being mindful of working hours and time zones. I am sure quite a few of us will remember the time back in 2017, when Prue Leith caused chaos by accidentally announcing the winner of the Geart British Bake Off just hours before the final show in the series aired. She was abroad at the time and was confused with the time zones.
3, Be Clear, Concise and Don’t Use Jargon: Your message should be;
- Brief – Only include the important and relevant facts, do not include hearsay or opinion.Clear – Avoid use of industry jargon that may delay quick comprehension.Set expectations – Communicate timeframes and expectations for responses
- Make asks clear – Write specific asks as a separate sentence, in plain language to avoid any misunderstandings.
I would love to hear more about any; insights, hints, tips, or guiding principles you use to deliver effective communications, please comment below.
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