Behavioral science“technologists” have been using such concepts as encoding, decoding, transmitting and “noise” to explain human communication for several decades. This model may be familiar to you. It views communication as a linear act. It states that communication begins with an intention, encoded into a message by a sender, decoded by the receiver. What the receiver decodes produces a result–a reaction or response.
This model is useful in understanding how easy it is for humans to miscommunicate. Humans communicate primarily through words and non-verbal actions. The entire process is filled with filters of perception, interpretation and reactions based on memories. Not to mention individual and cultural differences in meanings surrounding the words—as well as entirely different language systems.
This linear model has it’s limitations. We will explore other models in future posts. However, it can very useful for technology engineers, developers, testers and managers to better understand how easy and common it is to misunderstand each other. It is also a useful tool for self-awareness and self-leadership.
Application Exercise:
Think of a recent communication (f2f or electronic) where you misunderstood someone or they didn’t “get” what you were attempting to convey. Think about what your intentions were—what you meant to encode into your communication. Now, remember what results you got. Here are three steps that may help you have a better result next time:
1. Imagine what filters (personality, culture, values belief systems, history) may have influence them to “hear” something different than you meant.
2. Even better, with a genuine curiosity, non- defensively asked them what they thought you meant by what you said/wrote. (Yes, some call this paraphrasing.)
You may be amazed how often we humans leave a conversation as if each person was in a different conversation. I’m interested in your thoughts and experience with the exercise.
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