Stop the Cycle of Ambiguity—Use Plain Talk
New Book giveaway!!
20 complimentary copies available.
Leave a comment on this guest post by Karen Martin to become eligible to win one of TWENTY complimentary copies of, “Clarity First.”
(Deadline: 10/6/2018)
*International winners will receive electronic versions.
We’re having a crisis of ambiguity in organizations, and it’s costing billions, inserting unnecessary risk, and draining productivity.
The cure? Clarity.
Clarity creates an environment in which people can perform at their best.
8 practices that produce clarity:
Declare intent. Be clear about what you are trying to communicate. Think about what you want the recipient to learn, decide, or do.
Know thy audience. Clarity is in the eye of the beholder. Think about who you are talking to and why. What foundational knowledge do they already have? What “state” are they in when you deliver the message?
Timing is everything. Are they busy or distracted? Savvy communicators are particularly strategic, especially about when to have difficult conversations.
Be honest. Show people the respect they deserve by leveling with them.
Choose words wisely. The use of acronyms, esoteric terms, business jargon, and elitist language increases the distance between you and listeners and creates ambiguity.
Ambiguous language erodes trust.
Answer questions. If you’re asked a yes-or-no question, honor the questioner by responding in the simplest way. If a simple answer warrants details or contextual clarification, provide it after you have answered the question.
Watch your tone. Your tone affects the recipient’s ability to receive your message. If you don’t keep your cool, why should anyone else?
Be precise. Avoid fuzzy words like:
- Long
- Short
- Slow
- Fast
- A lot
- Some
- Rarely
Operating with clarity builds confidence for peak performance.
How might leaders create greater clarity in organizations?
Karen Martin, president of the global consulting firm TKMG, Inc., is a leading authority on business performance and Lean management. Her latest book, Clarity First, is her most provocative to date. It diagnoses the ubiquitous business management and leadership problems that a lack of clarity produces, and outlines specific actions to dramatically improve organizational and individual performance.
Be impeccable with your words!
I literally appreciate clear communication – thank you
Wonderful timely reminder for the use of plain language and the importance of building trust ‘
Very appropriate for today (planning a difficult conversation with a worker) and thank you for the reminder! I’ve always declared my intent in difficult conversations, but the reminder of answering with a yes/ no is important.
Ambiguity is an enemy of trust, progress, success, and satisfaction. All 8 practices named are important. Well said. Thanks.
Ambiguity is not kindness. Being clear without being unkind can be the greatest gift you can give to help others succeed.
Declaring intent is missed in many emails, face to face communications and, at times during group meetings.
Without a clear path the intended message might be misinterpreted by the receiving party.
Very succinct outline presented above, thank you for sharing.
I’m a big fan of Karen’s work. I used her book, The Outstanding Organization in my OB course.
One thing I do on occasion is “test the transfer.” I ask the receiver to summarize or restate my message.
Indeed….Plain Talk Equals Clear, Definable Results. Excellent post!
Great Tips! This is an area I have been focussing on these past few years, to be more strategic in my communication. And what I mean by that is trying to apply most of these steps. Be clear in my communication and always think about my audience. How do I need to frame what I want to say in a way that will allow them to understand it and get and stay engaged? Great post!
I think clarity is the most important thing in communication-also sharing the “why”-people are more likely to hear “clearly” when they understand the “why” behind the message
Great reminder. I work in a corporation that uses a lot of acronyms. People sometimes forget not everyone knows what those acronyms stand for, especially those new to the company. It is also a legal environment. Throw in legalese plus acronyms and it can get very confusing.
Clarity is like the iterative, micro movements at the beginning of a journey that charts the macro direction of the ship further along the way. Key is that it’s needed not only at the beginning, but also all along the way. Words open up worlds. Such great wisdom in this post as always – thank you!
I am a young guy, 31, trying to read and learn as much about leadership as possible. Books like these are exactly what I am looking for. Are there any suggestions of other authors and books I could read.
Thanks
If you’re into leadership, I suggest The Leadership Challenge by Kouzes and Posner.
I have always heard the saying that Cleanliness is next to Godliness and that is true but Clarity in thought and speech are the same. Clarity is next to Godliness also. Clarity and clarification help remove the fuzzy and foggy talk often used in business. Our company publishes a document with acronyms to help everyone communicate.
I actually find it’s quite a conscious effort (and almost counter-culture in business) to be clear / open in communications – especially to customers outside our organization. I try to imagine how I would like to be spoken to as a customer and do accordingly, but sometimes wonder if I’m doing something ‘risky’ by being open and staying away from obfuscation. Then again, it needs wisdom, but I do experience the appreciation of customers being able to talk to a real person, representing the company with integrity.
This is a great post thank you for sharing.
Best post ever! I preach that we can only, possibly get in return what we clearly and concisely request. If you basque in the vagueness, you can only hope for results. Sound business runs on much more than hope.
Great article today, we work with so much ambiguity with changing circumstances we really don’t need to add it to our communication and leadership as well. Clarity when dealing with change is essential to success.
This is something I am working on- being precise and specific even if it means having those harder conversations. Tone is a big trigger for many people so how you say it is just as important as what you say.
“Words are the connection between leaders and the public. They must be credible and clear and reflect a vision, not just a position. The greatest leaders of the 20th century had a brilliant mind and a brilliant pen. Their ability with a pen demonstrated many things: curiosity, memory, courage. They understood that you lead not with bayonets but with words. A leader’s words must be precise and totally committed.”
Slowing down and providing clarity to your team shows caring and reassurance. In our highly distracted world, clarity is a much needed asset. Great post!
There is too much fear in being direct and saying what you mean these days. It is like taking off a bandaid though-the best way is the quick rip.
It is a hard habit to build and I think it comes easier to some business environments than others, but it should bring benefits at work and at home.
Thanks Dan! I especially like the “Answer questions” part. I have always felt people should let their yes be yes and their no be no and not start with a drawn out detailed explanation of the answer before actually answering. We see politicians do this most of the time.
I work in public safety. We love our jargon and acronyms, but when it comes down to setting a task, clarity of language is critical to clarity of intent. There have been several situations where, had the language been clear as to intent, some near-misses could have been avoided and the damage-control function could have stayed dormant. With the potential for high-consequence failure, it becomes even more critical to communicate effectively.
I think this is so important! Working hard to communicate clearly makes everything run more smoothly in the long run- even if it takes more planning and intentional thought to figure out how to convey a message. I will often take a night to let a conversational need sit with me so that I can really clarify what needs to be addressed and be both clear and succinct.
We often use words that soften the hard truth of what we’re trying to convey, in the hopes that the other side will understand what we really mean. They are then left to assume the most favorable interpretation which is exactly what we DIDN’T mean. This is human nature. Always better to address hard conversations with clarity and tact…but mostly clarity.
Couldn’t agree more. There is no more of an inaccurate science than communication. Whatever you think you just said…bet on something else being heard. Wait, as I said that, do you understand what I mean…ha. BTW, it’s even worse with written communication. Assumptions are the devil. Clarity and confirmation is King!
Say what you do / do what you say – words I use with my kids and try to use that mantra at work also.
clarity is so important
Tone is equally important as what you are saying. If your tone is not right a person will tune you out and never hear a word you are saying or immediately become defensive. Clear, concise wording and honesty in your words without being hurtful help bring clarity to many situations. Respect within clarity is a must.
It is important in any organization. I am in education and we are constantly working on precise language.
Without clear, direct, and engaging communication, nothing gets done. Amidst all of the tools we need as leaders, the ability to communicate with others in a sender/receiver loop. Both parties must be open while sharing in a confident and trusting manner. Clarity will accelerate this process and, as a corollary, assist us in eliminating verbose lectures that break down communication. Thank you for the thoughts today.
Being clear and concise with others can help to minimize confusion in any organization.
Karen, Thank you for a great post. it’s so easy for us to assume that others share the same context, viewpoints, understanding and objectives that we have. I’ve observed that level of connection between friends whose thoughts and conversations are so aligned that they never have to complete sentences to share and connect very effectively. We risk great failure when we assume those we work with share that level pf alignment in thought and communication with us. The more subtle risk occurs when what we say to others doesn’t clearly communicate our intent or expectations. I’m particularly interested in your thoughts and recommendations on how we better understand what people hear us say as opposed to what we think we say.
I prefer clarity to ambiguity 100% of the time.
I often think about why leaders choose ambiguity. I’ve only found a couple reasons and they don’t portray leaders in good light.
I’d appreciate extra ideas. (the quotes below are not real quotes, but my version of what I think is being said)
1. “I really don’t know what to do, so let’s all aim at getting great results in all that we do” – to me this seems like the easy way out of having to know how your business works, what you should be accomplishing, and then trying to put the accountabiltiy for results on someone else.
2. “non-ambiguity will limit our success” – This is similar to “If I said to accomplish 10 of X, they only do the 10, what if they could do more?”. I do believe that people will only do what is asked in a culture they don’t really care for. I also believe that if people really cared about the business they will do more than the minimums.
I also think that this is related to a fear of stating a minimum level expectation. My answer to that is “do the math” – any minimum levels that are set better attain the minimal level of success that you are happy with. I agree that you can’t expect more than the minimum levels you set, but if everyone is engaged in the success of the business, they will do more. Plus this is another job of the leader – create and promote the right vision. I define the title of leadership literally – to call your self a leader you need to look behind you and see how many followers you have. And the quality of leadership is determined by how many people are following you because they want to. “Have to” followers don’t count.
Clarity mixed with transparency would be awesome.
Many leadership authors talk about clear line of sight to company goals, helping people see that what they do actually helps the company get it’s results, setting clear goals, etc.
I agree with it all, and it has to be embraced by everyone from the top down.
What about the cases where a front-line manager wants to be the great leader in providing this to their team, but it is not really happening from the top down?
The manager can provide clarity, transparency, SMART goals, etc.
How much stress are they exposing themselves to in trying to make sense of ambiguous goals for their team? How long can we expect that they stay engaged?
These last 5-10 years I’ve found I have to be short and to the point otherwise for various reasons the Millenialls and Xs just can’t comprehend well. Being short and to the point then also helps with all who are busy.
Thanks for the clear reminders.
Karen, The question is what is ambiguous language? What’s clear to me can be amgigious to you. I don’t assume that we have the same mindset, so I don’t agree with you’re quote: “Ambiguous language erodes trust”. To me, being authentic can surprise others. And if the mindsets are different those others can label my authentic message as ‘ambiguous’. This shouldn’t erode trust, to me it should trigger curiosity. And curiosity can help to ask what Ed Schein calls ‘humble questions’. There is a huge difference between ‘awareness’ and ‘consciousness”. My (to me) clear message, sprung from my awareness, can be heard as ambiguous through the colored spectacles of the others’ consciousness. So let’s tolerate ambiguity, since we need it to learn and it keeps us from jumping to conclusion.
Creatively,
Johan Roels AKA Johan Sbe
Noting is more unproductive than ambiguity.
Intentional communication is key. Appreciate the reminder and the practical reminders. Clarity is in such short supply these days and oh how we need it!
Important to remember in all of our communications, professional and personal. It impacts relationship building on all levels. Being clear helps remove the potential for assumptions and confusion.
Love it! Clarity is much needed. Thank you!
Some of my biggest issues working with other departments is their ambiguous language. It’s hard to plan a product launch or change when the people around you can’t give you a straight answer! So true!
These are great and timely reminders for some upcoming skip level meetings. Keep it simple! Keep it simple!
Clarity demonstrates how much you trust those who you serve with to give them your honest feedback. Trust and honesty are key to integrity. Leadership is about integrity in relationships.
This was spot on. And the timing was perfect I have a few conversations later today and I’m taking this info with me. Thanks !
Great theory, hard sometimes to implement. This seems relevant to all communications within the business world, not just meetings.
Thanks for this important reminder!
Thank you for sharing this post.
It will be useful in a situation in our organization.
Clarity is a challenge for every person, every project.
Love it – clarity is so vital, and at the heart of clarity is the ability to distill the message down by being concise!
wow, i NEED THIS BOOK. I have a hard time articulating my words or being lengthy
How about this? Ask many questions, especially when there’s doubt in your mind as to what to say! Most importantly, it’s asking for clarity. Maybe equally important, it builds trusting relationships as those questions seek input from others (as long as you follow through / follow up based on the answers given). Finally, it provides context for what you’re thinking – without your ‘imposing’ that thinking (those answers provided offer opportunities to refine the topic …).
Winning this book will build confidence for peak performance. Hint, hint.
Clarity is SO IMPORTANT!
Great insight! I work in Public Safety and this is a good reminder not only as we communicate within our organization, but also as we communicate with the public.. Which is usually in less than ideal circumstances.
I definitely liked the part where it was noted to ‘Answer Questions’ simply first, then to provide more details/context when needed. I find myself doing that at points in my day and it comes from a desire to help people understand things more deeply. It really does become ambitious and there are times where people really just want simply answers like a yes or a no.
I live for clarity! I amy have to buy the book, though–was the deadline really October 6, 2018?
Clear and precise language is always useful and appreciated – by speakers and listeners. I am intrigued
Clarity is so important. I come out of too many meetings where few of the attendees really know what is expected of them. Lack of clarity causes missed deadlines, hurt feelings and project failures. Be clear and concise in your communications.
I love this great aid to clarity. Thank you for the quick reference format.
I have been trying to drill this into my management team. We won’t succeed if our employees do not know what to do.
It is so important to give context for your message. Do not assume people know things that they might not know.
This concept of clarity is critical to business communication but equally important in any personal relationships as well. Been trying to explain to my sweet husband for years! LOL!
Clarity and lack of clarity is something I am aware I struggle with when talking to others. I grew up feeling like the appeaser in our family and it has carried into adulthood. I’m great with let’s see or perhaps instead of being definitive. It can cause frustration and confusion for others. One way a leader can address clarity at the individual level is asking for more information on what the person is saying, doing, planning, etc. Lack of clarity at the organization level could be addressed by asking for clear objectives for the program or project to ensure it is clear to the individual or team. If they are clear there is a greater chance others outside of the work will be clear on the plan or purpose of the work.
I really like the reminder to not use fuzzy words. By not using those words I’m painting a clearer picture to those I am communicating with – thank you!
I would love to have one of these books. This is something that’s e have been struggling with and I think a book I could share with some of the guys I work with.
Nothing worse than being on the listening end of someone “beating around the bush” and not getting to the “meat” of the conversation. Thanks for the tips on clarity. I’d love to learn more!
And it all hinges on strong communication skills!
I want the book
Is that clear?
Great post and intriguing topic. I would love to learn more!
Good stuff m. I often need to ask my fellow managers if I am being clear when I see trend of people seemingly misunderstanding my instructions. I also have to fight tendency of longer than necessary answers to questions.
I really hope that deadline is not in the past 🙂 I’m going to share these insights with my team. We all deal with people who may not want to hear what we have to say, and I think these tips will assist us. Thanks!
Hi. Unambiguous is best. I recently interviewed for a job where ambiguous language resulted in me answering a question that had a purpose I did not perceive. The only reason I know this is that it so happened I was able to ask one of the interviewers to provide me with “real” feedback and I was given feedback in unambiguous language. It is the best way to communicate. One thing I would potentially add to this post is that the responsibility for clarity often resides with both the hearer and the speaker. And in that vein, I would suggest that in some important and perhaps difficult conversations, the speaker somehow ask the hearer what they heard. That can be tricky, but that can also help make sure things are clear all the way around.
I once heard a University speaker discussing the need for language to be unambiguous and clear, and when it’s not it might be that the speaker is trying to use their perceived ‘expert’ power. To confuse and lower the receivers positioning in relation to the speaker. This resonates really well with that same message, speaking clearly and unambiguously is respectful and helpful
Good morning Dan,
This is a big issue in industry today. Particularly when addressing gaps between the current condition and the desired, or want-to-be condition. I sit in multiple meetings each week and listen to senior leadership talk about how they are going to solve problems and close these gaps, but their words are so vague and non-specific that it makes it nearly impossible to know what is wrong and how they plan to address the issues.
It comes across as ignorant and makes it nearly impossible to understand what needs to be done, and how other members of the team can support. This leads to longerbtimes to correct the issue, and further losses for the organization. It also causes people to become frustrated and disengaged from the work.
Thanks for the post.
Jay
Fuzzy words are so common many people don’t realize they use them. It takes vigilance to communicate clearly. Nice post.
I have experienced the ambiguous speak leader. In the beginning I always left the meeting feeling good – like getting cotton candy as a kid. However, a diet of cotton candy does not sustain. After a while staff morale took a hit especially when the chips were down and we knew something had to happen to counter our organizational decline.
This is the struggle many in management deal with, but particularly new members of management who supervise frontline staff. Thanks for the insight!
Honesty is the best policy!
“Conversations” with someone using “elitist language” always leaves me feeling “put-down” for not being as intelligent as the speaker in whatever topic they are espousing.
Coach with love, coach with compassion
Throughout schooling, I learned to be long-winded. This is a reminder to be clear and concise. Instead of making people think with abstract unclear answers, I can rely on questions.
Communication is a challenge. Even when you think you are being clear, you are speaking from your frame of reference and the person you are speaking to is listening (hopefully) from their frame of reference. I repeat…communication is a challenge!
Once again, I can’t help but thinking within the context of my family when using these tips. My marriage just got better!!!
Such an important topic. As my drill sergeant used to say: “WORDS MEAN THINGS! LISTEN TO THE WORDS COMING OUT OF MY MOUTH!”
Refreshing – would love to share this will my associates at Cerner.
Clarity, partnered with follow through, builds trust. Remember, that just because something is clear in your mind, doesn’t mean it is clear to the listener or reader, so questions are an important part of clarity.
Accuracy, Brevity, and Clarity (ABC) are also key to effective communication.
About time someone writes about this!
Communication is the number one problem! Clarity indeed is a must to establish open lines of communication and build on trust.
This is true with colleagues as well as friends/family. Thank you for the reminders, especially the one for acronyms.
be authentic and speak from the heart
Clarity in communication is essential, and much needed in our professional and personal lives. Appreciate the comment on giving a simple response to a yes/no question.
I’ve always been a fan of straight talk, bottom line … get to the point. Straight shooter they call me. Genuine and direct.
Communication is such an important thing for success in both work and life. This seems like a great guide to helping create simplicity in the language we use in order to have clear and consistent communication. I would love to have the chance to read this book.
Makes me think of work in international companies (actual for me).
On the one hand, both sides use not their native language and usually stick to simple words that allow to avoid ambiguity and misunderstanding.
On the other hand, not understanding some words correctly may already lead to misunderstanding. And together with inability to describe processes in detail and logically some communication attempts become a nightmare 🙂