A Message to the Messenger

Organizations are comprised of people, processes and technology. Finding the right mix for operational excellence is similar to what any good chef must do to produce an exquisite culinary dish. Managers must understand that communication is more than sharing a thought, idea or opinion. It is the art of interpretation and inspiration. It provides direction for goal attainment or business achievement. It is important enough to demand its place as a core competency necessary for effective organizational management.

If you've ever seen an episode of Hell's Kitchen you know that individuals compete for a top chef position in one of Gordon Ramsey's restaurants. I call it the Survivor show for chefs. Ramsey makes Survivor host, Jeff Probst, look like a lamb in newborn purity waiting for its milk. There is not one contestant on HK that has any doubt about what Ramsey means by his tone, word choice (they can't be repeated here) and what he's saying. He knows who his audience is, what they expect and what he wants them to do. Ramsey is visual, audible and credible to each contestant or they don't last long on his show. It's perceptive intention.

Management communication doesn't require the extreme measures used by Ramsey. But it does require managers to be capable of delivering a consistent message about a process, decision, product or goal to employees, boards, customers or suppliers. Each audience has varying expectations and communication requirements. So how does a manager deliver a consistent message to diverse audiences?

A successful manager understands the powerful combination of listening, consistency, verbal and nonverbal communication, interpretation and inspirational sincerity. But most importantly a manager understands that words carry a significant bearing on the message. Consistency is best preserved by use of standard English because words used within its context have historical standing and broader acceptance of definition by the target audience. Standard English is more likely to be interpreted by the audience as intended (tone aside for now) by the person delivering the message. With a few exceptions, trendy buzzwords are created and used by industry pundits to make statements or take positions which tend to fade as interest wanes.

If a manager desires relevance then understanding the ingredients to effective communication is not an option, it's a requirement. Business is dependent upon it. As the balance of people, processes and technology change, managers must be prepared to understand and embrace the challenges encountered daily. For at the end of the day, we are defined by our actions and words. Our survival is determined by our ability to communicate. As Goethe (1729 - 1832) succinctly stated, "When ideas fail, words come in very handy."