Even with a common language, such as English, our usage
of that language is far from uniform. For example, in many
organizations, employees come from diverse backgrounds
and, therefore, have different patterns of speech. Additionally,
the grouping of employees into departments creates spe-
cialists who develop their own jargon or technical language.
In large organizations, members are also often widely dis-
persed geographically—even operating in different coun-
tries—and individuals in each location will use terms and
phrases that are unique to their area. In hierarchical organ-
izations, sometimes the language of senior executives can
be confusing to operative employees who are unfamiliar with
management jargon.
Senders tend to assume that the words and terms they use
mean the same to the receiver that they do to them. This, of
course, is often incorrect and can create communication diffi-
culties. The multicultural environment of many of today’s work-
places makes communication issues even more complex. In
many workplaces, there are people whose first language is
something other than English. This means that even more
opportunities arise for confusion about meaning. It is there-
fore important to be aware that your understanding of the par-
ticular meaning of a word or phrase may not be shared by all.
Exhibit 6-3 shows individuals who have very different views
on what words to use.Communicating Under Stress
One of the most difficult times to communicate properly
is when one is under stress. While stress can arise from any
number of situations, it can be particularly stressful to have
to communicate in something other than one’s first lan-
guage. One consultant has identified several tips for com-
municating under stress. These tips are also appropriate for
less stressful communication.^16- Speak clearly.Be direct about what you want to say, and avoid hiding behind
words. For instance, as difficult as it might be to say “You did not receive the
position,” the listener is better able to process the information when it is spo-
ken that directly. - Be aware of the nonverbal part of communicating.Tone, facial expression, and
body language send signals that may or may not be consistent with your mes-
sage. In a stressful situation, it is best to speak in a neutral manner. - Think carefully about how you state things.In many situations, it is better to
be restrained so that you do not offend your listener. For instance, when
you threaten someone if they do not do exactly what you want (“I insist on
speaking to your manager this minute”), you simply escalate the situation.
It is better to state what you want calmly, so that you can be heard
accurately.
192 Part 3Interacting Effectively
EXHIBIT 6-3Source:The Far Side by Gary Larson, Copyright © 1994 for
Works, Inc. All rights reserved. Used with permission.How can you
communicate better
when you’re stressed
out?