Communication Fundas - Part 2

With Emails and messages making for bulk of business communication, ‘Context’ has become more important of the two components of communication.

You see, context for any communication is set up not only by a preface but also by body language: the tone and volume of the voice, pursed or smiling lips, narrow or smiling eyes, tight or relaxed facial, aggressive or encouraging body posture – communication is not just words exchanged; it is information exchange to achieve a goal.

Because the body is effectively detached from emails, the context that body language sets now has to be performed by written words. And as we all know written words do a miserable job of conveying messages, even though English is a fairly rich language with words that have subtle variation in connotation.

Besides, the issuer and the recipient are separated by space and time. This means that emails can easily be misinterpreted – deliberately or otherwise – to gain time or deflect attention.

I find use of non-verbal cues in emails help (the theory being – non-verbal physical signals can only be replaced by non-verbal characters). Italics, underline, different font, colour and bold letters, are examples of non-verbal cues that can be effectively used.

See the difference.

Please complete the work by today Close of Business.

Please complete the work by today Close of Business.

Emoticons (or smilies) are powerful non-verbal signals that can be conveyed over emails. Smilies have gone beyond figures formed by keystrokes. There are rich varieties available and I find these extremely effective.

Use of emoticons in business mails is generally frowned upon. But do not worry too much about it. Unless, it is proposal or a cold call or a response to a customer complain or such!

Communication Fundas - Part 1

Communication has two and only two components: Context and Content.
Improving your communication skills require paying attention to both.

In the next few pages you will be introduced to skills that should improve your communication skills with immediate effect.

“I need an umbrella” - this is content.
“It is raining” – this is context.

You might rearrange the above sentences in any which way that suit your style (more about style later).

It is raining. I need an umbrella.
It is raining, so I need an umbrella.
I need an umbrella, because it is raining.
You can go ahead and embellish the sentences. Like, so …

It is raining heavily. I definitely need an umbrella.
More garnishing?

It is pouring. How do you think I can go out without an umbrella?

Now, check out how change of context modifies the picture in your mind.

The sun is beating down. I need an umbrella.

There! Did you see that?

Change the context and the meaning turns on its head. Even a simple scenario, requiring a couple of sentence requires a context.

Communication breaks down when context is missing or is misinterpreted.

Understand the Context

"I understand you": when you say this, what do you mean?

Does it mean I get the meaning? Actually this is a superficial level of understanding. The real understanding comes when you can place a meaning in the proper context. So, "I understand you" means that I am able to place what you say in proper context.In fact, an intelligent wife would prefer "I understand you" to "I love you". Anybody listening?

If that be so, then shouldn't we be practising 'placing meaning in proper context'?
You need not wait for an emotionally charged moment to practice this.
You should be able to practice this when you are carrying out mundane activities such as reading.

Reading?
Yes.

Consider this first sentence from GEB by Hofstadter (I could have picked up any sentence, but this is the book I am reading currently, so ...)

Frederick The Great, King of Prussia, came to power in 1740.

On reading this sentence perhaps you recalled who Frederick was? Or which area was once called Prussia? Perhaps, because you are reading this blog, you quickly check up the Wiki. And you are done. But that is not placing the sentence in context. That is just gathering particular information, not contextual information.

What about 1740? What was happening in Europe around 1740? What was happening around the world? What was happening in India?

Ah! Now you understand.