Role of the Messenger in Improving Communication
Verbal Communication Traps and Solutions
Aug 11, 2008
The communication process is full of traps for someone trying to send a message. The role of the messenger is to create his message in a way that will make the intent clear to the receiver.
Using the Right Words
The first step in ensuring an effective message is choosing the right words and phrases. Not only do certain words in the English language have different meanings for different people, but culture, background, language skills, even feelings play a role in the way a sentence will be perceived. While it is impossible to know what the receiver thinks, the messenger should be aware of the general differences between cultures, as well as, of the underlying meanings that some words may have.
Using a simple and precise vocabulary helps to avoid confusion. Words that are distracting, confusing, misleading or offending easily break the communication process. If the receiver is struggling to understand the first part of the message or control the upset or shock caused by the choice of words, the message may be lost. Here are some examples of things to avoid:
- Politically incorrect words, as they can be offending.
- Slang, colourful or regional expressions, as they might no be understood by everyone.
- Acronyms unless well-known or introduced.
- Technical terms unless speaking to someone who is likely to understand them.
- Neologism or new words that might not be of current usage.
The key for the message to be understood according to its intent is for the messenger to create common ground with the receiver. Using universal language, correct spelling, and grammar helps when trying to achieve common ground. Text or speech that flows freely will retain the attention of the receiver longer than one full of grammar and spelling mistakes, and defective sentences. It requires less effort for the receiver to understand a message when it follows simple language rules.
Keeping the Receiver in Mind
When creating a message, the messenger should not only focus on the words and sentences but also on the receiver.
Knowing the receiver (keeping in mind whether it is an individual or a group) is a very important element in designing a successful message.
For example:
- Lecturing a group of college students about modern history.
- Doing a presentation about modern history at a seminar.
- Having a casual discussion about modern history with friends.
Even if the above examples tacklesthe same subject, they are three very different communications. The intent of the message is different. When talking to friends the language will likely be less formal than during a presentation at a seminar, since the messenger’s intent is not to impress (seminar), but to exchange ideas. Similarly, a presentation to students might be structured to stimulate participation and promote action. While the presentation at the seminar will more than likely be aimed at creating a good impression and getting the topic across. Not only will the information and intent be different, but the presentation style will also be different. While clip art and cartoons might work fine with students, it might be inappropriate at a seminar.
Keeping the audience in mind also means engaging in a dialogue, be it a one on one conversation or a presentation in front of a few hundred people. An effective messenger can “read” the receiver and adjust the communication accordingly. Change the tone, magnify or skip an aspect of the topic, drop or add jokes, explain in more details, repeat sentences. These techniques can all be used to adjust the message to the receiver. Looks of confusion, yawning, restlessness, empty eyes, and side conversations are all signs that the message is not reaching the receiver. The messenger needs to keep an eye open for any indication that the message is getting lost somewhere in the communication process. Be ready to adjust or change track.
In a quest to improve communication, one needs to consider both ends of the communication process. Knowing how to use language is an important part of being a good messenger. The best crafted message will not reach the receiver if he does not consider the person or group meant to receive it. Simply put, the best messenger is the one who is one who puts himself in the mindset of the receiver.
