Clear Communication

With context and intention

Clear communication is essential for consultants when proposing our proposition in the presentation, the proposal (specification), messaging (e.g., email, social media), the meeting (questions, suggestions), etc. We need not be too formal when it comes to casual chatting.

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For effective communication, the acronym THINK reminds us to check if our communication contents and style are:

• True?

• Helpful?

• Important?

• Necessary?

• Kind?

and 5Cs for effective communications:

• CLEAR

• Concise

• Compelling

• Curious

• Compassionate

To practice CLEAR communication, I often find that the everyday struggle is ‘how to be clear’. Some choose to write for 5 pages, speak for 5 minutes, and not yet get to the core of the message. The following structure may aid us in improving the clarity of our communication:

Clear == Context + Intention

• context, using MECE (mutually exclusive collectively exhaustive) to frame the scope of the discussion, providing a more complete picture

• intention, what we want others to feel, to act

The context of when and where to use CLEAR communication is when time is of the essence for us to get to the conclusion in minimal messages. A clearer statement can reduce a few unnecessary questions caused by the vague message. This removes waste for LEAN practice, especially if we are practicing asynchronous communication, like leaving a feedback comment or asking a question.

What are the example of unclear communication? Let’s use a comment as an example:

“It is unfriendly.”

• Incomplete picture, no context:

  • “It” is referring to what? Does “it” represent 100% of the scope, or “it” is 1% of whatever ‘thing’ we are talking about, and whoever is happy with 99%?

• Vague, not specific, not to the core essence:

  • common in stating problem statement, confusing the core problem with the symptoms

  • of lack of accountability, no specific responsible person, no subject or object

  • Who and how can the success measures of “friendly” be defined?

• Lack intention:

  • How shall the audience react? What do you want them to do with this statement?

Intention can also be the conclusion if we propose a solution or make a statement. The Pyramid Principle in Communication encourages consultants to use a top-down approach, beginning with the core conclusion instead of getting lost in the details.

(1) conclusion

(2) arguments, justifications

(3) evidences, information, facts

Let’s rephrase “It is unfriendly.” to:

“Can you provide a reporting wizard in the next quarter that lets IT-savvy users able to self-generate customized reports without attending user training? The reporting system is not user-friendly because IT-savvy users fail to generate customized reports after attending 2-day training.”

This example may not be perfect, but it provides a clearer picture, with context “about the reporting matter” and the intention of who and what could be done. It provides a better foundation for communication to clarify things further.

Clarity works on the reverse communication flow. We can use curiosity to clarify any unclear statements shared by others. Seeking a better comprehension of the context and intention behind an otherwise vague statement can prevent misunderstanding and miscommunication. Using suitable questions that focus on elaborating on the context and intention enables us to provide more suitable and accurate responses.

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