Effectve communication makes everyone happy... If you’re talking face-to-face or by
phone, match the speed and volume that they use; it really helps. The second protocol is people who
process communications in terms of sounds. Ask them to describe a car- crash and they’ll likely tell you about the gut-wrenching noises. They’ll often say, “I hear what you’re saying,” or “That sounds good to me”. ‘Auditory’ people relate very well
to the spoken word and often you’ll find they are the people who reply (to your amazement) to emails and text messages with a phone call. If you’re talking face-to-face their
voice will be more average in speed and volume, often with a singsong quality. Such people will understand instructions given to them verbally rather than in writing. The third key human
communications protocol is that of feelings. We call these
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people ‘kinesthetic’ - they process communication in terms of touching and doing things - so if you want them to ‘get’ something the ideal would be to do a demonstration for them or better still let them physically do the thing or take notes about it as that also helps to ‘lock the information in.’ Kinesthetic people relate well to
‘feeling’ words in written and spoken communication. In speech, you will find they speak
much more slowly... and... deliberately, often in a rather soft voice. Do likewise.
Multiple audiences In PR, advertising and other forms of one-to-many communication, the best strategy is to ensure that you encompass the types of words and phrases that all three of these groups of people relate to best. That way you won’t just be using
your own favourite protocol - which is what you do unconsciously - and you’ll be making sure that there’s something for everyone that endears to them and switches off some of the filters that would otherwise distort your message. A final thought, whenever possible
find out what the person you’re trying to communicate with actually heard, or understood, by getting them to repeat it back to you in their own words. That way you can correct any misunderstandings immediately - rather than waiting for them to pull down the wrong house or cut off the wrong leg...
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NETCOMMS europe Volume IV Issue 3 2014 39
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