Friday, January 29, 2016

Communication Citizenship

From the time all of us begin school to through our adult years, the importance of us being good citizens is one of the constant themes we hear. It is a refrain inspired by the recognition that for our country to remain as viable and values driven as we would like, all of us need to be actively engaged in our political process and engaged in doing all we can to ensure we and our elected officials subscribe to the highest principles. (How well we and they are doing at that I will leave, for the moment, for others to decide.) Nevertheless, citizenship remains a key element in our nation's survival kit.


Professional communicators can and should play an important role in this effort. Granted, they are hired to represent clients, organizations, etc. that often place their own interests either ahead of others or, for the matter, the nation itself.  Such a reality, while not exactly one folks would be eager to concede, exists. In the not-to-distant past, examples of this have included the tobacco company, banks, and even presidential candidates. For our nation to be the best it can be, it is vital that those called upon to promote the services, products and messages of its members subscribe to principles that speak to the best of us.


Honesty, free flow of ideas, transparency, and respect are among the values that professional communicators need to keep at the forefront of their efforts regardless of the directives they receive from those who hire them. It goes without saying there may be times when doing this may not be easy. It may even cost a communicator their job or keep them from gaining a desired promotion. Still, at the end of the day, our nation and its people are only as good as the values they practice and to which they adhere. It falls upon the shoulders of professional communicators to help ensure this happens.   


 


 

Wednesday, January 27, 2016

Coxswain

I have no idea how many people, if asked, would be able to correctly answer what a "coxswain" is. My guess is far less than 50 percent. Basically, this is the person who sets the course for a crew of rowers in competition. This person, as described by author Daniel James Brown in his fine book "The Boys in the Boat," is the captain of the team who strives to get the most effort out of each rower and is the one who makes all the strategic decisions during the course of a race to ensure the crew does all they can to defeat their opponents. And, in case you are wondering, the coxswain is the one who stands at the front of the boat during the race barking out orders and urging the team onward.


It is a vital position. If the coxswain were not there serving as the eyes for the crew, then the chances of their even finishing a race would be almost non-existent. This person, then, is the team's leader as well as its navigator, head cheerleader, heart, and primary link between the rowers and their coach. The roles the coxswain plays are not unlike those a top communicator fills during the course of any sustained outreach effort or campaign. Every campaign needs a person who is able to view its progress from a long-distance perspective as well as maintain a hands-on level of involvement with each aspect of the overall effort.


The top communicator, ideally, needs those skills for the sake of their client, standing of their boss, and integrity of the product, service or message they strive to serve. No question such a job is a challenge. As is the case in the sport of competitive rowing, circumstances during a race often change, thus requiring sudden adjustments. The same is true in any major public relations effort. For example, an advertisement fails to generate the reaction that was projected, a spokesman misspeaks, or a negative story about the client appears unexpectedly in the press. Who decides how to address these bumps in the road to help keep the campaign on-track? That's right. It is the top communicator: the coxswain of communication.


    

Sunday, January 24, 2016

The Importance of Receivers

There is an old joke that has been floating around higher education circles for years where one administrator says to another: "If it weren't for the students, things here would go so much smoother." Of course, the joke is found in the reality that without those students there would be no university and the administrators would be out of a job. The truth is the administrators need the students and they would be the first to admit it. (And those indispensable students need the administrators as well.) Still, this is not to say their relationship is not without its share of bumps, conflicts and levels of discontent.


The same holds true in communication involving multiple participants. If one were to communicate without the reaction or even presence of another, then there would be no chance of a misunderstanding or disagreement. A person could put forth their message in any way they liked without fear of contradiction or disrespect. Obviously, though, that receiver or other person very much needs to be part of the mix or whatever is being communicated will not be experienced or, in a deeper sense, exist. The two people, then, need each other or there will be no communication. It is a reality that is also a mixed blessing. 


People attempting to communicate with others represents a unique dynamic. Those on the receiving end can help inspire and bring out the best in those doing the speaking or message-sending. At the same time, they can also bring out the worst. Technically, communicating without receivers would be so much easier. Yet, without them, there would not be any communication. Without question, receivers at times challenge, criticize and make life harder for those attempting to communicate or share some type of information. But they also force and perhaps even inspire the senders to be the best they can be in how and what they strive to communicate.    

Thursday, January 21, 2016

In Praise of Cussing

That wise old, prolific songwriter Cole Porter once observed, ".......Birds do it. Bees do it. Even educated fleas do it....." While, in this case, Porter was referring to falling in love, the same sentiment can easily be applied to cursing. My guess is there is not a soul on the planet who does not curse or use swear words from time to time. Whether that person is a sailor, a high ranking member of the church, the president of the local PTA or even a person who does volunteer work at the local homeless shelter, everyone has "dirty words" as part of their vocabulary. And, yes, this includes little 'ol me.


Given that, what does it say about us? Does it suggest we all possess this inner dark side that lurks beneath the surface of what we try to project as a respectful and decent demeanor? My answer is "no." Cursing is not one of the criteria that distinguishes decent folks from not-so-decent ones. It simply represents a way of communicating that actually can be quite effective. For instance, as written in a 2007 edition of "Theoretical Linguistics," the use of curse words can help impart one's emotions or feelings with great impact than so-called non-taboo words. On doubt, this is one reason why many of us are inclined to cuss when we are upset.


Having said that, I agree there is a time and place for everything, including cursing. For example, I would not swear at my four-year-old granddaughter's next birthday party any more than I would during my inauguration speech when I am sworn in as the next president of the United States. (Somehow I do not see that scenario as being something I should be all that concerned with.) Nevertheless, the use of swear words represents a tool in one's communication arsenal when they find themselves in various situations. Sometimes, cussing works and sometimes it does not. Ideally, all of us should know the difference.

Tuesday, January 19, 2016

Mind-Reading?

Perhaps this is true of you, but I know a number of folks who claim they are good at "reading" others; that is, sensing what kind of mood another might be in or what that other person is likely thinking. No question, such a talent or skill is quite impressive - especially if one really can do it. If one is a professional communicator, for instance, then how great would it be for them to know what potential customers want? Or if you are the press representative for a political candidate, then being able to anticipate what prospective voters are wanting to hear would be another giant plus. Mind-reading would definitely be a great attribute to have, particularly in the communication business.


The reality is mind-reading, or something close to it, is not something that many of us do as well as we might. think. A great example of this revolves around Hurricane Katrina, the giant natural disaster that devastated much of the Gulf Coast in August, 2005. In the build-up to the storm, despite pleas and warnings from the local, state and event federal government for area residents to evacuate the area, many did not. Following the storm, a good number of these people either died or suffered the loss of loved-ones. The initial explanation for this behavior given by various officials and even social scientists was that those residents did what they did because they felt they could weather the storm.


This assessment by the authorities was given because they felt they understood how and what the residents were thinking. We now know, the authorities, generally, were wrong. Those residents, mostly poor, did not leave because they either could not afford the transportation cost of leaving or did not own a vehicle in which to travel to another part of the region. The point is those in-charge failed the mind-reading test. Because of that, they did not do all they could to save all that needed vital assistance. If nothing else, we should all think twice when we hear persons claim they are skilled at reading the thoughts of others.

Friday, January 15, 2016

Geography

There are numerous things that affect the effectiveness of communication and the ways in which it is attempted. For instance, if two people do not speak the same language, then their ability to connect in any kind of meaningful way is going to be made more difficult. Also, instead of trying to talk, these people might use body language or chose to use some form of non-verbal communication as a way of imparting their message. Last year, while living and working in South Korea for four months, my wife and I found ourselves in this kind of situation on more than one occasion. As we are returning there soon, I am certain will have the same challenge from time to time.


As we prepare to return there, I am reminded of how our living conditions affected how well we communicated. Here in the United States, my wife and I live in a single family, two-story home. In Songdo, South Korea, we lived in what was basically a two and half-room apartment with a single bathroom. (Let me inject very quickly here that the apartment was very nice and comfortable.) Because of the size of our house here in the US, during a routine day, it is not uncommon for my wife and I to do our own things with little direct interaction. But in the Songdo apartment, that was not the case. With it being so much smaller than our house, we had nothing but direct interaction.


Such a difference forced us to be more sensitive to each other and committed to being more actively cooperative in helping each other address our day-to-day goals. Further, on those occasions when we disagreed about something, the smallness of the apartment forced us to address the issue and resolve it in a respectful and direct manner. In our home in the US, the extra space makes it easier for us to behave in a more individualistic manner in terms of getting through the day or addressing any issues of conflict or concern. While in South Korea, though we missed our home, we both discovered living and communicating in close quarters was actually a positive experience.  

Tuesday, January 12, 2016

An Imprecise Science

One of the assets that a professional public relations practitioner provides their client is keen insight into how best to connect with people. One who communicates for a living is supposedly able to know what messages best resonate with audiences in a way that helps motivate them to take certain actions and/or lend their support to a particular cause. These professionals have the ability to turn-a-phrase or compose a message the triggers others to think more highly to a client, a cause, a product or all the above. Being able to do that, all can agree, is quite a talent. Given that, it is no wonder public relations remains a growth profession, according to the department of labor.


Of course, the reality is no one, including public relations professionals, is as good or successful in their efforts as one would like or they might have you believe. Strategies devised by these professionals often fall short of their goals or expectations. This is one reason why the Public Relations Society of America urges its members not to make promises to clients they cannot keep. Certainly, communicators can pledge to come up with a plan and implement it at a pre-determined time, but guaranteeing specific results is a very different story. The fact is, as explained by author and behavioral scientist Nicholas Epley, people do not know the minds of others or even themselves nearly as well as they might think.


In his book, "Mindwise," Epley discusses numerous experiments that have been conducted over the years demonstrating that all of us fall-short when it comes to knowing exactly how people are going to react when facing a particular circumstance or message. This reinforces the notion that public relations is not a precise science. Not by a long shot. Professional communicators, generally, are very creative people who do good outreach work. As a result, they contribute much to the success of any organization or client. But they are far from perfect or the puppet masters one might believe.

Saturday, January 9, 2016

And the Gun Debate Continues

Guns are the subject of much debate these days in America. Some say we need tighter gun registration regulations in order to make acquiring a weapon more time consuming and to allow authorities to better keep track of who the gun owners are. Others say the laws should be made looser so that ordinary citizens can have easier access to gun so they are in a better position to defend themselves from criminals and persons wishing to do harm to others. These are two of the more popular arguments being made. No doubt, this is an important debate to have as it speaks to fundamental ways to make American safer and more livable.   


Unfortunately, while the debate rages, thousands of people each year die as a result of gun violence. According to the federal government, in the United States there is a multiple gun violence incident on the average of once per day. Such a piece of reality goes far behind simply being labeled "tragic." Still, the debate continues. I applaud the attention being given this important issue. What I condone is the manner in which some are conducting themselves in this exchange. Name calling, purposeful exaggerations and outright lies are the strategies of some desperate to influence others to their way of thinking. They are the tragic element here.


Further, the National Rifle Association and several conservative politicians are not worthy of participating in such a serious discussion. That, of course, is too bad since, ideally, their perspectives should be part of this national conversation. Serious topics deserve serious discussion carried out by serious folks. When anything less then that occurs, everyone and everything is diminished. As a result, this debate continues imperfectly and more innocent adults and children continue to die. But the issue is not that we do not communicate perfectly. Rather, it is the fact some purposefully choose not to communicate in good faith.

Wednesday, January 6, 2016

To the Rescue!

Recently, for what feels like a million times before, I was filling my car up with gas. For some reason, however, I could not get the pump to work properly. Finally, I had the attendant come out and show me that the handle on the "regular gas" selection first needed to be lifted before any gas could flow. (For some inexplicable reason, it never occurred me to lift that handle - even though I have done that many times before. Looking back, perhaps this was my first "senior moment." If so, I am sure it will be the first of many.) For me, the problem was a puzzle. To the attendant - and now to me - the solution was very simple.


This little, inconsequential episode was a reminder that sometimes the heaviest problems can be addressed with the lightest of touches. The trick is to find someone with the patience and know-how to offer up a solution in a way that is understandable. This is where effective communication comes into play. In the case of me at the gas pump, the attendant did very little talking. Instead, with a huff, he came out and lifted the handle. Fortunately that was enough to show me what I was not doing. But had the so-called problem been more complex, it is unknown whether the attendant would have had the knowledge or skills to explain to me what was going on.


Regardless of the attendant's temperament, helping others did with things that frustrate them is not easy. The person facing the dilemma is often either upset or becoming increasingly frustrated (as I was), so the challenge for the person with a solution is two-fold: provide the expertise to address the situation at-hand; and share that information in a way that is understandable and helps the aggrieved become less anxious and upset. This is not always easy as people who are upset and/or frustrated are not always at their best. My experience at the gas station serves as a tiny reminder of how vital effective communication is during times of stress. 


 

Saturday, January 2, 2016

Not to be Taken Lightly

When it comes to personal relationships, the conventional wisdom is the closer two people become the easier how they communicate is. I concede there is much truth in this. With greater and more intimate interaction comes greater awareness, knowledge and familiarity. The result each person develops a greater sense of how the other thinks, talks, and listens and what they like, dislike, are more sensitive to, and what makes them angry, sad or happy. Given that, certainly in theory, such knowledge should result in fewer misunderstandings, arguments, hurt feelings, and insensitive behavior between people. Right? Wrong.


Sadly, the divorce rate among couples remains extremely high. Couples still argue, hurt each other's feelings, and look elsewhere for emotional and intellectual satisfaction. Why? How does this happen, particularly when the two well-intentioned people are committed to maintaining a strong and healthy union? My theory is intimacy between individuals can make communication between them more difficult. One reason for this as two become more familiar with each other, they tend to become lazy and figure since each knows the other so well, they do not have to try as hard to communicate effectively as they did before.


Such a reality does not necessarily mean the two still do not hold each other in high regard. Those feelings could very well be as strong as ever. But because of the deep knowledge each has of the other, one or both sometimes assume taking the time to thoroughly share their thoughts, insights, etc. is not necessary. Since one partner knows the other so well, so goes the reasoning, then they can converse in shorthand or, even worse, not say anything at all. After all, they think, my spouse knows me well and will know what I am talking about or feeling. This is a classic communication mistake. Successful communication requires constant attention and commitment. It is not to be taken lightly.