Jean Roberts

Communication is the passing of messages, information, ideas, attitudes, feelings, fears, doubts, news, emotions, etc -

• to and from one person to another person
• to and from one person to a group
• to and from one group to another group

It involves listening, questioning, explaining, clarifying, encouraging, facilitating, challenging, convincing, verifying, comforting and supporting.

Messages can be conveyed or passed in writing, in conversation, by behaviour, by attitude, through personal values and preferences or by silence.

Communication is also the transmission of data from one machine to another:

However, communicating through technology requires exactly the same degree of care as any other form of communication in order to be effective.

Effective communication is the passing of the right message or information:

• to the right person,
• in the right way,
• at the right time, and
• with the right effect, impact and outcome.

A note of caution:

• responsibility for effective communication always rests with the sender – not the recipient.

Why is face-to-face communication still – and ever – the most effective?

These three basic factors in face-to-face communication carry the following percentages of impact in terms of effectiveness:

• words                         7% of impact
• tone of voice          38% of impact
• body language       55% of impact

Therefore listening, questioning, explaining, clarifying, encouraging, facilitating, challenging, convincing, verifying, comforting and supporting must include the right words, the right tone of voice, and the right body language. Otherwise, chances of effectively communicating with another person or group of people are slim.

For instance, a request can be expertly analysed and prepared.  However, if the request is not effectively communicated to a person or group, then the desired result will not – and cannot – be achieved.

A further note of caution:

Communication through technology relies only on words, with only 7% chance of effectiveness!  Therefore great care is needed in selecting words that:

• convey the desired message,
• are appropriate to the desired recipient/s, and
• clearly indicate the ‘next action’, ie the desired response, action or impact.

Effective communication can prevent:

• misinterpretation or misunderstanding,
• problems, mistakes – even disasters,
• unwise decisions, and
• misuse or abuse of authority.