Pause. Think. Go.

Flash back

It was several years ago that I met him on a Bombay Walk - the ones where they take you around to see and learn about the colonial aspects of S.Bombay. He was a journalist working for a well-known newspaper and I liked his articles on the art and culture of the city. I was happy to see him and for an opportunity to talk to him about his work. So I walked up alongside, introduced myself and told him how much I admired his articles.

'Which article?' he asked.

I mumbled something like. 'Er...I do not remember which one exactly....but...but....

To which he snapped back, 'You haven't read my articles.'

Though I  had genuinely meant my appreciation of his work, as often happens when asked specifically what, you tend to fumble for words. You are hard put to explain what it is you have liked. For, it is just a feeling you have about the person or the work they do.

The person you have expressed your admiration for, thinks your inability to express the feeling is a sign of your insincerity.

Flash forward 

Even after all the decades that have passed since the incident, I still remember the experience with an acute sense of embarrassment. It was Carl Buehner who said, 'They may forget what you said, but they will never forget how you made them feel.' And his words describe the experience perfectly! 

I think the words of Buehner are particularly relevant in today's lockdown times, when cooped up at home, we tend to spend inordinately long periods of times on social media. Given the large number of posts and messages we have to go through, and the conversations we have on them, it is wise to remember to be careful with our responses. Given the urge to respond quickly to messages, we tend to overlook the feelings our words are likely convey to the receiver. Especially so with the abbreviated words we tend to use to save time and even with the emojis which we choose to respond with.

So before you  respond to messages on the social media, remember to;

•  Pause
• Think - spend a few moments rereading what you have written. 
• Does the language you have employed, convey exactly what you have in your mind? 
• How is it likely to make the receiver feel? Remember, your words may very well have an impact on the nature of your relationship with him or her.
  
• Go - press the Send button.
  

 

 

 

Communicating to Win

The internal memo Twitter CEO Jack Dorsey sent out to rally his staff amid reports of uncertain future, is an object lesson on personalised leadership communication. He sets the tone by saying, :”....There’s a lot I could say, but there is only one thing I wanted to say: Thank you.” Talking next of how Twitter is still the first choice of people everywhere for news, he ends by expressing gratitude for members of his immediate team. And this is the most interesting part. Each pen sketch lists Dorsey’s observations of his team member's unique attributes such as drive, creativity, entrepreneurial spirit, attention to detail etc. It ends with a humorous mention of the member's personal habit or quirk which strikes a personal chord.

A few examples:
Adam Bain - “constant use of when!!
Kayvon  - “tendency to chew on his hoodie sweater.”
Leslie - “2x talk speed.”
Omid - “how he’s changed everything he owns to a shade of blue.”
Sierra - “ability to be in two places at the same time.”
Vijaya - “secret love for McDonald’s (to the point of having a McDonald’s iPhone case).

MyLearning
Good communication, minute observation skills and a great sense of humour, can be a powerful mix for effective leadership. It can help hold teams together in a crisis and in good times, help build a culture in which trust can thrive.

Metaphors Make Communication Easy

#LivingStories
Persistent efforts by Rahul Bajaj to convince authorities that his small car, built on his 3 wheeler rickshaw platform, still qualified as a 3, and not a 4 wheeler, were futile. He was being persistent as 4 wheelers are liable to pay more taxes, which drive up the price. Finally, he decided to give the example of the Gillette 3 blade razor. When they added two more blades, making it a 5 blader, did it still qualify as a razor he asked.
He got the permission.

#MyLearning
By linking abstract information to a concrete concept, it becomes easier for people to understand the information.

Buzz Off Buzz Words!

Carter Murray, the CEO of ad agency FCB, makes for an unusual CEO.  He hates buzzwords. Something that many of his contemporaries appear to find comfort and meaning in.  Murray calls them "completely wanky, corporate rubbish speak." He can't stand the stuff. Asked how he gets by as CEO with such distaste for industry jargon,  Murray says,  "We are in the business of understanding people and advising clients on how to connect with them. I find it strange that we hide behind the corporate lingo."

#Reflect
Am I a jargon buster or a Jargon Morgan?