How,Poor,Communication,Crashes communication How Poor Communication Crashes Airplanes
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I recently read Outliers by MalcolmGladwell. In his book, Gladwell tells ushow poor communication crashes airplanes. In other words, its neither the weather nor mechanical difficultiesthat cause crashes, but poor communication and misguided teamwork. When the pilot and the first officer do notcommunicate clearly, when they do not act like a team, airplanes go down. Imagine that!This led me to think about all the mishaps we havethat result from communication errors. Think about the number of times weve hurt someones feelings by notlistening or by sending the wrong message. Think about the number of times projects in the workplace get botchedbecause teams do not communicate well. Think about the number of sports events where stellar teams lose becausethey cant act like a team or because their coaches forgot the basics of communication. As human beings, we relate to one another through ourcommunicationboth verbal and nonverbal. In the cockpit, those messages - when misinterpreted - result indisaster. Sometimes, outside the cockpitmiscommunication can kill as well. Forexample, imagine a doctor in the operating room. When the surgeon asks for an instrument, hemust do so in just the right way and that message must be interpretedcorrectly. The physician monitoring aheart patient must communicate in clear and unequivocal terms. When I teach workshops related to communication andteams, I often hear people say, I dont care what the other person thinks. We become angry or annoyed with the otherperson and we give up. Communicationtakes practice and patience. It takesmore energy than most of us give it.Gladwell gives several examples when the first officerknew the pilot was making a deadly mistake, but he did not communicate thatmessage. Instead of saying, This is anemergency. We must abort. The first officer said, I think we mightneed to change course. Notice thedifference. Often, a slight change inthe way we communicate both verbally and nonverbally will drastically changethe meaning. Here are a few tips to help you communicate your messagewith confidence: When you recognize that the other person is notlistening to your words, select words that will resonate with that person. Change the way you are communicating to grabthe other persons attention. Pay attention to the other persons nonverbalmessages. Filler words, I think, maybe,I believe, probably, suggest a lack of confidence. When you hear that lack of confidence, shareyour message. Dont doubt yourself. If you have something to say, say it. You may be wrong, but its better to get it out and to allow someone toconsider the option, than to never say it. Say what you need to say with confidence but withoutaggression. When others reject yourideas, do not take it personally. If youshared your suggestion or idea and it was dealt with openly, youve done yourpart. If someone counters your idea with their ownknowledge, listen. Dont rebel becausethe idea was someone elses, even if that person is not your superior. Do not let rank cloud your listening. Use good listening skills to force yourself to hearwhat the other person is saying. Paraphrase what they said or probe with good open questions. Dont simply process the information in yourhead.Communication is interrelated. To achieve success with communication, wemust recognize that we need each other, i.e., I need you and you need me. We cannot communicate alone. Gladwell points out in his book that successful peoplemust practice ten thousand hours to become successful in whatever it is theydo. He also notes that its not practicealone that makes a person successful. Its the right kind of practice. I would venture to guess that most of us have communicated much morethan ten thousand hours. I would alsonote that most of us have not practiced ten thousand hours of goodcommunication. Thats the challenge weface. Those of us, who lead others, musttake communication seriously. We may notbe flying a plane or performing surgery, but we are trying to get through ourdays successfully. Good, effectivecommunication takes practice and a lot of it. I pray that my pilot and first officer on my nextflight will have logged in many more than ten thousand hours of goodcommunication!
How,Poor,Communication,Crashes