April 2016

Ralph Salisbury

I had to have surgery on my knee; before being put ‘under’ a nurse wrote on one knee, “This Leg”, and on the other knee, “Not This Leg”. Ever wonder why surgeons have this done these days? The liabilities incurred for past mistakes became too much to bear. Communication such as, “This Leg”, and “Not This Leg leaves little room for misinterpretation.

In last month’s blog I referenced the importance of effective communication in regards to customer service. Effective communication, however, is critical for all aspects of a business. Miscommunication, misinterpretations, and resulting defensive tactics destroy relationships and interfere with productivity and profitability. Common sense dictates that in business and manufacturing, communication whether written or verbal must be presented so there is little room for misinterpretation.

I reintroduce this subject because last week I ran into a situation involving defensive tactics brought on by misinterpretations resulting from ‘cloudy’ communication. Defensive tactics should not be necessary or used in business; they are emotionally based, increase frustration levels, and result in resentment and wasted time. The real culprit is the occasional poor communication.

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