What is the key to communication? REDUNDANCY!
What is redundancy?
According to Meriam-Webster Dictionary, redundancy is: “superfluity,” “profusion,” “abundance,” “needless repetition,” etc. Although some of these definitions may have negative connotations, I will argue that a manager needs to be redundant to get his message across. Whatever a manager communicates frequently, forcefully, and repetitively will make an impression on those in the organization. The message is clear: If the manager says: “Quality,” more “Quality,” improved “Quality,” better “Quality,” etc., it won’t be long before the staff will get the message. QUALITY IS IMPORTANT.
The same can be done with Mission Statements, slogans, goals, targets, etc.
THE CUSTOMER IS IMPORTANT, THE CUSTOMER IS IMPORTANT, THE CUSTOMER IS IMPORTANT. Pretty soon even the biggest dolt in the corporation will understand the importance of the customer.
Why redundancy is required
Human behavior experts understand how people process information. Single, random events are viewed differently than regularly encountered situations. And experiences having a great deal of power or significance are also more important. Reinforcement Theory underscores the impact of regular feedback, as do many other approaches to motivation. Repetitive experiences reinforce patterns of thinking and behaving.
Therefore, if as a manager, you want your subordinates to remember and practice certain ideas, concepts or behaviors, you will need to keep reminding them.
The importance of feedback
Communication is a two-way process. It requires a “sender” and a “receiver.”
Someone to deliver the message and another to receive, interpret and react to it. Feedback will help you reassess if the communication is accurate and acted upon.
Messages that are delivered at the appropriate time, place, and in an effective manner will have the most impact. However, one message is never enough. Even if you go through the process of verifying receipt of the communication, and that the purpose or intent was understood, you will need to reinforce the message.
The “Bottom Line”
Remember the common refrain of parents? They seem to constantly ask their children “Did you hear me?” Well, they may not have been listening. Or, they may have heard you, but not understood you. Or they may have heard you, and understood you, but did not ACCEPT your message.
And just like the family, so it is, with your employees, in the workplace.
The bottom line is: Keep telling them! Then, tell them again! Maybe one more time! Perhaps they didn’t hear you, so you better repeat yourself. Do they understand me? Did they understand the message? Did they UNDERSTAND and ACCEPT the message?
Once they’ve heard you, understood you, and accepted your message, they may do as you indicated or instructed. This is the key to communication.
Copyright ©, 2009, Dr. Ben A. Carlsen, MBA. All Rights Reserved Worldwide for all Media. You may reprint this article in your ezine, newsletter, newspaper, magazine, website, etc. as long as you leave all of the links active, do not edit the article in any way, leave my name and bio box intact, and you follow all of the EzineArticles Terms of Service for Publishers.