There are two parts to the process of communications: Someone speaking and someone listening. Both must be in sync for understanding to occur. Let’s look at the table below.
| THE WORDS | THE MUSIC |
|
What I said |
What was heard |
|
What I displayed |
What was seen |
|
What I need |
What the person wants |
If the results listed above are the starting points of most conversations, how do we reconcile such a vast difference in agendas? Consider a five-step process to improve communications.
|
1. Analyze |
• Listen for content • Determine the issue(s) |
|
2. Synthesize |
• Paraphrase to establish a mutually understood vocabulary |
|
3. Sympathize |
• Establish trust to build understanding |
|
4. Energize |
• Brainstorm action ... |
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