The following is an excerpt from the book Lead By Greatness.
The success of a communication is not measured by how much you have said or how frequently you said it, but by how much the other party ¬actually heard and how accurately they heard it.
THE FOUNDATION of robust communication rests more on the ability to hear than on the capacity to speak. Communication is ineffective if it isn't heard, no matter how eloquent the speech. As leaders we need to hear our people, but equally important, we need to make sure the people we lead are hearing us. This applies on a day-to-day level, but is particularly important when having a serious conversation with an individual about his or her performance.
Almost every time a company conducts an employee survey, communication features near the top of the areas that need improvement. This is like the charlatan "guru" I know who recruits naïve followers by looking in the eye of any woman he meets and saying to her: "I can see in your eyes that you are having communication difficulties in your relationship." Who doesn't have communication challenges in their relationships?
When communication tops the list of complaints in an employee survey, I urge you to probe further. Ask employees what forms of communication they seek. They are unlikely to want more meetings, e-mails, phone calls, or memos. So what do they want? They want communication they can trust and that they can hear. The effectiveness of communication is not a function of how much you have said or how frequently you say it. The only measure of effective communication is how much the other party actually hears and how accurately they have heard it.