COMMUNICATION-PHASE SHIFT DUE TO MIND
A.K.RAMAN
“INDIAN DEMAND RISE PRICES” Screamed the headline of a popular newspaper from Delhi. I was in a tense mood and was flying to Mumbai to attend a review meeting and hence hurrying through the headlines munching a sandwich in my mouth simultaneously. Being from a middle class background, I wondered how in the world anybody could demand increase in prices (though not clearly registering the words in my mind to understand the correct meaning). We always want a reduction in prices and increase in salary.
The passenger right to me commented that considering the weak dollar, exporters from India are justified in demanding an increase in price of their products to offset their loss in Rupee terms. How strange? I never thought in that angle. Later I found out that he is in export business and the headline meant increase in price due to falling dollar as far as he concerned.
“ The demand to increase prices is justified considering the price increase in all raw materials.” This was the reaction from the passenger to the left. He owned a small-scale industry and was feeling the pinch of price increase in raw materials.
Strangely all our reactions were not relevant to the news item, which followed the headline. It was about the view of the American President. He was concerned about the increase in prices in America that was due to the increase in demand for products and according to him; the increase in demand in turn was due to the increased affluence of the Indian middle class.
All of managers were taught to avoid oral communication, which often causes misunderstandings and result in actions unwarranted. We were told to be precise and communicate in writing with short and precise messages.
The point is that even written communications gets a phase shift or twist depending upon the frame of mind of the receiver. Hence one should be careful and ensure that the receiver correctly understands the communicated message.
A person at Delhi (let us call him as RAM) sent the following SMS to his friend at Nagpur (let us call him SHYAM)
“ Coming to Nagpur by tomorrow’s Rajdhani Express.”
Next day Shyam went to the railway station to receive his dear friend. Rajdhani Express came and went. But Ram did not turn up. Shyam got very angry. He did not sleep through out the night so as to reach the station at the right time. Ram did not bother to inform him about his inability to make the trip. He was in a bad mood through out the day cursing his friend a number of times. He forgot the incident in the evening and went to his bed in a relaxed mood. He overslept and woke up late in the morning and was hurrying through chores when he heard the calling bell. When he opened the door he was surprised to see Ram standing red faced. Ram was furious, as Shyam did not receive him at the station. It took Shyam sometime to explain and pacify his friend.
The catch here is the twist of meaning of “tomorrow’s Rajdhani.” Ram meant that he would be boarding Rajdhani the next day at Delhi. But to Shyam it meant that Ram would be reaching Nagpur by Rajdhani the next day. Both of them took it for granted that their understanding the message was correct and did not cross check.
So in spite of one’s feeling that he is communicating precisely, he must cross check and ensure that the receiver has understood the message correctly.
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A.K.RAMAN
“INDIAN DEMAND RISE PRICES” Screamed the headline of a popular newspaper from Delhi. I was in a tense mood and was flying to Mumbai to attend a review meeting and hence hurrying through the headlines munching a sandwich in my mouth simultaneously. Being from a middle class background, I wondered how in the world anybody could demand increase in prices (though not clearly registering the words in my mind to understand the correct meaning). We always want a reduction in prices and increase in salary.
The passenger right to me commented that considering the weak dollar, exporters from India are justified in demanding an increase in price of their products to offset their loss in Rupee terms. How strange? I never thought in that angle. Later I found out that he is in export business and the headline meant increase in price due to falling dollar as far as he concerned.
“ The demand to increase prices is justified considering the price increase in all raw materials.” This was the reaction from the passenger to the left. He owned a small-scale industry and was feeling the pinch of price increase in raw materials.
Strangely all our reactions were not relevant to the news item, which followed the headline. It was about the view of the American President. He was concerned about the increase in prices in America that was due to the increase in demand for products and according to him; the increase in demand in turn was due to the increased affluence of the Indian middle class.
All of managers were taught to avoid oral communication, which often causes misunderstandings and result in actions unwarranted. We were told to be precise and communicate in writing with short and precise messages.
The point is that even written communications gets a phase shift or twist depending upon the frame of mind of the receiver. Hence one should be careful and ensure that the receiver correctly understands the communicated message.
A person at Delhi (let us call him as RAM) sent the following SMS to his friend at Nagpur (let us call him SHYAM)
“ Coming to Nagpur by tomorrow’s Rajdhani Express.”
Next day Shyam went to the railway station to receive his dear friend. Rajdhani Express came and went. But Ram did not turn up. Shyam got very angry. He did not sleep through out the night so as to reach the station at the right time. Ram did not bother to inform him about his inability to make the trip. He was in a bad mood through out the day cursing his friend a number of times. He forgot the incident in the evening and went to his bed in a relaxed mood. He overslept and woke up late in the morning and was hurrying through chores when he heard the calling bell. When he opened the door he was surprised to see Ram standing red faced. Ram was furious, as Shyam did not receive him at the station. It took Shyam sometime to explain and pacify his friend.
The catch here is the twist of meaning of “tomorrow’s Rajdhani.” Ram meant that he would be boarding Rajdhani the next day at Delhi. But to Shyam it meant that Ram would be reaching Nagpur by Rajdhani the next day. Both of them took it for granted that their understanding the message was correct and did not cross check.
So in spite of one’s feeling that he is communicating precisely, he must cross check and ensure that the receiver has understood the message correctly.
-------X--------X---------X----------
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