Clear Communication
Communication is the lifeblood of human relations, allowing us to convey thoughts, emotions, and ideas.
However, as information travels from sender to receiver, it encounters various hurdles that can lead to message distortion.
Much like a game of telephone, where a whispered message mutates as it passes from person to person, messages can become muddled and lose their original intent.
In fact, research points us to examples that when a message is transmitted from one human to another, with each human susceptible to adding or forgetting information, by the time it reaches the sixth (and certainly the seventh) human, it has mutated almost 80% from its original form.
A Horse is a Horse – Or is it?
In my latest keynote, Velocity Leadership, I use the example of a famous zoo that held a strategic meeting to brainstorm ways of boosting attendance figures.
They came up with the idea of having horse-drawn wagons take people around the zoo and provide an up close and personal experience. Verbal direction was duly given and passed on to order seven horses to achieve this big initiative.
The Board of Directors was astonished when a transport vehicle off-loaded seven zebras. Particularly since the zoo already boasted the country’s healthiest zebra population!
Seven hoofed animals were the only part of the message that remained intact.
Understanding Message Distortion
Message distortion is the alteration or misinterpretation of information during communication.
It occurs due to many factors that can interfere with the accurate transmission of messages.
These factors include noise, cultural differences, psychological biases, language barriers, and individual interpretation.
- Noise, both literal and figurative, is a common source of message distortion. Physical noise, such as loud background sounds or poor audio quality, can make it difficult for the receiver to hear the message clearly. In first responder organizations, closed-loop and multi-modal communication techniques are routinely used to ensure consistency of sending, receiving, and understanding of messages.
- Similarly, psychological noise, like distractions or preoccupations, can impede our ability to fully comprehend the message.
- Cultural differences play a significant role in message distortion. Different cultures possess unique values, norms, and communication styles, which can lead to misunderstandings. What may be considered appropriate or polite in one culture might be perceived as offensive or inappropriate in another. These cultural nuances can create barriers and distort the intended meaning of the message.
- Language barriers are another contributor to message distortion. Translating ideas from one language to another is a complex process, often resulting in subtle shifts in meaning. Words and phrases with rich connotations in one language may not be equivalent in another, leading to the loss or alteration of intended messages during translation.
- Lastly, our unique ability to apply our interpretation to any message is perhaps the most subjective element of message distortion. Each person brings unique experiences, beliefs, and biases to interpret a message. These filters can and do color how we perceive and understand information, leading to varying degrees of distortion.
Effects of Message Distortion
The consequences of message distortion can be far-reaching, impacting interactions of all kinds.
In the workplace, the impact is magnified, especially within those teams who do not communicate well with each other, even on their good days. In such environments, misunderstandings arising from message distortion can breed conflict and erode trust, with misinterpreted words or actions leading to hurt feelings and damaged friendships.
In the business world, message distortion can hinder productivity and efficiency. Inaccurate or incomplete communication can lead to mistakes, delays, and misaligned objectives.
Poorly communicated instructions can result in errors (aka horses versus zebras), costly rework, and frustrated employees. Additionally, distorted messages within an organization can impede collaboration and hinder innovation.
Many disasters have been attributed to poor communication. On the morning of April 25, 1980, 146 people died onboard Dan-Air Flight 1008 as a result of a single misheard word.
Therefore, eliminating message distortion is vital.
