GeoMetrick Enterprises - Helping Companies Understand and Manage Their Laboratory Data

Missed Communications

Most aspects of our work depend on communications between people. We are possibly dealing with our internal colleagues, such as a team member, project manager, or manager; or, we might be dealing with someone external, such as a vendor’s employee or a consultant. Regardless, each communication creates a potential miscommunication. How can these miscommunications be minimized?

Assume Little

Over time, we learn more about the people we deal with. We begin to notice their mannerisms, intonations in their voice, or particular phrases. Even with certain people we know, though, we might find that we have many miscommunications with them.

We sometimes assume that everyone has the same background. Realistically, many of us deal with a variety of people, some whom might have an IT background, others with a functional background, and a multitude of combinations within and between each one.

We also tend to assume that our frame of reference is similar if we are all dealing with a particular industry. Once again, it is not necessarily true. The frame of reference of a software vendor trying to create and deliver a product is different than that of the customer trying to buy a product, possibly at a frugal price, and different than the services vendors trying to deliver an implementation.

On top of all that, we assume that we speak a common language. We have entire conversations in which both sides believe that there is understanding and agreement, to both be surprised at a later time with the realization that this was not the case. To give one example, if you were to pay close attention to conversations within the industry, you would hear several different definitions of the words “configuration” and “customization.” They are the two most overused and misunderstood words in our vocabulary. These words seem so common and so simple, but they tend to mean entirely different things to different groups of people, sometimes even based on which software product is being discussed.

Leaving the Burden to Someone Else

Customers often believe that it is the burden of the software vendors to understand what the customer wants, in order that the vendor can make a sale, for example. On the other hand, vendors might hear a customer espouse knowledge of the product that they think indicates that no special effort need be made to create an understanding. So, whose burden is it?

It is the burden of the person who has something to lose. A customer needs to try to understand the situation and create an understanding with the vendor if they want to protect their budget from a purchasing mistake. A vendor might be motivated to make sure the communications are understood if they want the sale.

Generally, misunderstandings in the purchase of software and its services cause someone to lose financially, sometimes both sides. Whoever has nothing to lose has nothing to worry about.

Put Your Fingers in Your Ears and Hum

If we do not listen to each other, we might as well do just that. Hearing another person’s words is a simple exercise compared to listening to them, which is a precursor to understanding.

Good listening skills are underrated, but are likely the most important communication skill. Sadly, large portions of us seem to lack this very skill. In many cases, we are in too much of a hurry to listen to each other, which means that we end up having the same conversation multiple times. It is ironic that it would probably save us time if we listened to each other the first time. It might lead us to have more information, earlier, to have a better understanding of the topic, and to lessen our aggravation as we each insist that the other person “knows” what we mean as we already told them the information. So, it might cause our communications to be not just more efficient, but less stressful, as well.

Don’t Give Up

Finally, when we just do not understand the other person, let us admit it. Work together to find another method to get the information across, if necessary. Remember that some of us actually understand more easily when we get a message a certain way; additionally, some messages are best directly spoken, others written, and even others are best conveyed pictorially. Once again, when we fail to communicate, both sides tend to lose.

Oh – pardon me – were you saying something? I wasn’t paying attention…



Missed Communications
Most aspects of our work depend on communications between people. We are possibly dealing with our internal colleagues, such as a team member, project manager, or manager; or, we might be dealing with someone external, such as a vendor’s employee or a consultant. Regardless, each communication creates a potential miscommunication. How can these miscommunications be minimized? Assume Little Over time, we learn more about the people we deal with. We begin to notice their mannerisms, intonations in their voice, or particular phrases. Even with certain people we know, though, we might find that we have many miscommunications with them. We sometimes assume that everyone has the same background. Realistically, many of us deal with a variety of people, some whom might have an IT background, others with a functional background, and a multitude of combinations within and between each one. We also tend to assume that our frame of reference is similar if we are all dealing with a particular industry. Once again, it is not necessarily true. The frame of reference of a software vendor trying to create and deliver a product is different than that of the customer trying to buy a product, possibly at a frugal price, and different than the services vendors trying to deliver an implementation. On top of all that, we assume that we speak a common language. We have entire conversations in which both sides believe that there is understanding and agreement, to both be surprised at a later time with the realization that this was not the case. To give one example, if you were to pay close attention to conversations within the industry, you would hear several different definitions of the words “configuration” and “customization.” They are the two most overused and misunderstood words in our vocabulary. These words seem so common and so simple, but they tend to mean entirely different things to different groups of people, sometimes even based on which software product is being discussed. Leaving the Burden to Someone Else Customers often believe that it is the burden of the software vendors to understand what the customer wants, in order that the vendor can make a sale, for example. On the other hand, vendors might hear a customer espouse knowledge of the product that they think indicates that no special effort need be made to create an understanding. So, whose burden is it? It is the burden of the person who has something to lose. A customer needs to try to understand the situation and create an understanding with the vendor if they want to protect their budget from a purchasing mistake. A vendor might be motivated to make sure the communications are understood if they want the sale. Generally, misunderstandings in the purchase of software and its services cause someone to lose financially, sometimes both sides. Whoever has nothing to lose has nothing to worry about. Put Your Fingers in Your Ears and Hum If we do not listen to each other, we might as well do just that. Hearing another person’s words is a simple exercise compared to listening to them, which is a precursor to understanding. Good listening skills are underrated, but are likely the most important communication skill. Sadly, large portions of us seem to lack this very skill. In many cases, we are in too much of a hurry to listen to each other, which means that we end up having the same conversation multiple times. It is ironic that it would probably save us time if we listened to each other the first time. It might lead us to have more information, earlier, to have a better understanding of the topic, and to lessen our aggravation as we each insist that the other person “knows” what we mean as we already told them the information. So, it might cause our communications to be not just more efficient, but less stressful, as well. Don’t Give Up Finally, when we just do not understand the other person, let us admit it. Work together to find another method to get the information across, if necessary. Remember that some of us actually understand more easily when we get a message a certain way; additionally, some messages are best directly spoken, others written, and even others are best conveyed pictorially. Once again, when we fail to communicate, both sides tend to lose. Oh – pardon me – were you saying something? I wasn’t paying attention…
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