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What is communication, anyway?

What is communication, anyway?. Thinking and acting with probabilities. 1. Language is inherently ambiguous. Examples Ok, what’s the big deal? “If I say something which you understand fully in this respect, I probably made a mistake.” - Alan Greenspan.

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What is communication, anyway?

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  1. What is communication, anyway? Thinking and acting with probabilities.

  2. 1. Language is inherently ambiguous. • Examples • Ok, what’s the big deal? • “If I say something which you understand fully in this respect, I probably made a mistake.” - Alan Greenspan

  3. 2. The comm. process can be described in terms of probabilities. • The sender typically only sees one possibility. The receiver may: • see same same possibility • see different possibility • can not determine the correct possibility

  4. Prop. 2 cont. • The sender may purposely use language to promote multiple probabilities • Equivocate • Verbal Rorschach • Examples: Rec. Letter: “I’m pleased to say this person is a former colleague of mine” or “You will be very fortunate to get this person to work for you” • The receiver may purposely misunderstand

  5. 3. Context building is a dynamic process • “Hand it to me” • Misleading images • Which exerts most power? • Context • Content

  6. 4. Context is “solidified interpretations” that shape probabilities. • Unwritten agreements (rules) • That are not deterministic • But strongly influential

  7. 5.Context is created dynamically & individually through interaction with others. • Context is different than situation • Interaction patterns vary from person-to-person

  8. 6. Context is an efficient mechanism for comm. • Acronyms • Coordination mechanism

  9. 7. The context can become so powerful it acts like a “black hole”. • Adolf Hitler • IBM • When words lose their power, only force remains.

  10. Context construction is uniquely sensitive to time sequencing. • Noncommutativity A +B = B+ A • skyscraper, cathedral, temple, prayer • prayer, temple, cathedral, skyscraper

  11. 9. All comm. carry secondary messages. • Intentional • Unintentional

  12. 10. While interpretations are relative, the process of creating meaning is not. • Understanding is not a hopeless task. • Focus on the process, not the words, not even the people.

  13. So what? • Explore the context of employees (MBWA) • Check for possible misunderstandings, even if you think you are understood • Use the “black out” technique to communicate messages that are likely to be misunderstood.

  14. So what? cont. • Recognize that law of “large numbers”. As numbers grow larger, anything can happen. (Harrier Jets and Pepsi) • Build contexts with employees. • Focus on employee interpretations not the message (What they heard vrs. What you said)

  15. So what? Cont. • Become sensitive to unwitting secondary messages. • Frame messages carefully (e.g. Cashman). • Carefully manage employee expectations • Silent benchmarks • “Under-promise over-deliver”

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