Communication creates relationship and it also destroys relationships. It therefore has both negative and positive potential. Hence, it follows that its usage will do either of the two: bond people or throw them into disarray. The Bible says: The words of his mouth were softer than butter, having war in his heart: his words smoother then oil and yet they be very swords. Here is highlighted that part of human nature, that is, elements of hypocrisy in communication; what is said does not represent what is true and held as inner most feelings. In Anthony & Cleopatra, William Shakespeare wrote, “I do not much dislike the matter, but the manner of his speech”. Essentially therefore for the manner in which we communicate leads to acceptance of what is expressed, either verbally or in writing, or it can inspire total rejection. It is about the right things in the right manner.
Of late, in the local political theater, we are being subjected to some very unsavory language. Politicians of every shade and color are going about, through unacceptable language, in persuading the multitude that they are not so well governed as they ought to be. It is a period of accusation galore, in which choice of words, is being put to the lowest and the base level of communication standards. In the context of communication and politics, I am reminded again of Winston Churchill’s words, that somewhat have been culled and garnished by me: “He is one of those orators of whom it was well said, ‘before they get up, they do not know what they are going to say; when they are speaking, they do not know what they are saying; and when they have sit down, they do not know what they have said”. When speech is used to render vice as virtue, it is a dangerous use of the freedom of communication. In such an event, it isn’t anymore a display of public speaking, instead it has all the horrific fascination of a public execution. This is evil communication. There are few speakers who have the quality of discretion of observing silence that must always remain in attendance whilst speaking. The visionary late king Shah Faisal, who in 1945, as crown prince was attending the UN inception - was asked, why he did not speak; he replied “Public speaking is like the winds of the desert: it blows constantly without doing any good”. There is so much to learn from this response, particularly our politicians, whose mouths are uncontrollable blazing guns, firing indiscriminately, without doing any good, to anybody. Silence, as an option, in the toolbox of communication methodology, must be put to use, often and regularly.
Speakers must have full knowledge on how to use voice modulation to their advantage. Modulation of voice involves fine tuning of the pitch or tone of voice that will facilitate the audience to hear, understand and grasp the points of emphasis in a verbal communication-- this can be a speech or a presentation in the board room. In addition to tuning in the pitch of their voice, communication for effectiveness, demands proper use of facial expression, inclusive of gesticulating with hands. The face must not be dull and boring, but the contents of the speech/presentation must be delivered with a lit up face, representing faith, confidence and sincerity. In verbal communication, the speaker must make graceful gestures for lightning up the faces of the audience; to do so the articulation must appeal with feelings and emotions. There is an English adage: “It’s not what you say but how you say it”. And to say it properly requires deep thought and meditation.
Pen and speech both are formidable weapons in the armory of the manager: any injudicious use of either will render them old and useless. Evil communication corrupts good manners. It is by implication that good communication will correct bad manners.
Communication must create value and meaning for people. Emotions of sincerity and attitude of humility, if these are used in communications, such will be heard and would have impact. Action must mirror, what is said. Any format of communication, be it a memo, calls or emails must have clarity and that lends confidence to what is being communicated.
Communication is not a battle to be won, it is and must remain a medium to progress. The bond of all companionship is in conversation, in other words, communication. A proverb from the subcontinent is: The dumbness in the eyes of animal is more touching than the speech of men, but the dumbness in the speech of man is more agonizing than the eyes of the animals. Indiscretions in communications must be totally avoided.
Communication must consists of full facts, dates, critical points etc. The politeness in conversation lies in clarity. If the communication lacks full details but is instead clouded in mist, then it is akin to a Russian proverb, you cannot write in the chimney with charcoal.
Communication includes public speaking, both prepared and extempore. It is highly significant to know that the extempore part must be for the audience, not for the speaker - the speaker must fully prepare his/her perceived “extempore” speech. Preparation ensures that the message would reach across to the audience the way it is intended.
Communication must help in motivating the workforce. It can do so, only if it has within itself the necessary sincerity that will impel positive action, by the colleagues. False claims, regardless of how nicely they are crafted and articulated, will yield no positive results, if there is no underlying sincerity.
Written communication is also equally prone to be misjudged, if it is not carefully done. Sarcasm or insinuations cannot be part of good communication strategy or policy. In writing inter-office memos/ notes, the manager must bring to the table, all his experience, observations and imagination.
In everyday a work life we witness all three popular formats of communication at play, with or without acknowledgment and recognition. Unknown to oneself, we continuously remain in communication with our habitat. The communication between the supervisor and the supervised will remarkably be tilted in in favour of the supervisor, where they will be submission to the supervisor/manager.
Angry, agitated and anxiety field supervisor will resort to aggressive communication, both in writing as well as verbally. Such supervisors create turmoil on the shop floor. They are virulent in speech and in writing, are never shy of using expletives liberally. The recipients, if they fail to react and check the supervisor (for whatever reasons . . .) will be subjected to more abusive/aggressive communication coming their way.
Assertive communication is significantly different from aggressive communication and submissive communication. Managers who are forceful, confident and are sure of themselves, will neither be submissive nor aggressive; to the contrary, they would be firm but polite, malleable but resolute and will demonstrate a trait to have a two-way communication.
If the business plan is not disseminated well, it will obviously hit the iceberg. Communication is with a plethora of counter parties, ranging from staff to vendors from supervisors to regulators, from internal to external clients; for which purpose it is always good to appoint a spokesperson for the organisation. Communication to the board and chairman must normally remain with the CEO.
Communication policy of any institution must encompass rules of engagement, starting from the sender to the recipient; the contents of the message, the means of transmission, its evaluation for effect, the need and manner of feedback, within the overall framework of relevance.
Leaders/managers have to be extremely skillful when it comes to communication. This ability has to be the best. It is important to consider that communication is not merely transmission of a message, but is inclusive of the exchange of ideas thoughts and individual analysis, views and observations.
Lastly, in communicating it is best to remember, the proverb learnt at school, speech is silver, but silence is gold.
The writer is a senior banker and freelance contributor