There is a communication challenge that happens to all of us at work, at home, even when we’re shopping.
We explain something clearly to someone else. We believe we’ve spoken with complete clarity and we move on. And then hours, days or weeks later, we realize the other person understood something entirely different.
Why does this happen? Because communication isn’t complete when words are delivered. It’s complete when those words are understood.
“Communication isn’t saying something. Communication is being heard.”
— Frances Hesselbein
Misunderstanding shows up quietly. A nod at the end of a meeting. A quick “Sounds good” at the end of a call. An email reply that says, “Got it.”
Creating understanding relies on both intention and attention.
How quickly you speak plays a role in creating clarity. When you slow down slightly, you give the other person time to process what you’re saying instead of simply keeping up. Then you check for understanding, not with a yes-or-no question, but with something that invites reflection. “What’s your reaction to this?” or “How does this fit with what you’re seeing?” These questions don’t challenge the other person. They include them. With your tone and pacing, you let them know that their perspective is part of the conversation.
Clarity also lives in how you end a conversation. A brief summary of next steps prevents assumptions from filling in the gaps. It turns uncertainty into confidence.
None of this takes extra time. It does require presence.
When conversations are clear, service improves and decisions are easier. Trust grows naturally because everyone knows where they stand.
Try this this week: At the end of one conversation, summarize what you believe you agreed on, then ask an open-ended question that invites correction or clarity. Notice what changes.
Read more: When You Say “Hmmmm”
If you or your team would like to learn more about creating conversations that feel precise, steady and human, let’s talk: calendly.com/thephonelady
