Effective Communication: It’s not what is said, but what is heard
MAGGIE MZUMARA
One of the most common mistakes in communication is assuming that it has taken place, simply because words have been spoken or written. True communication only occurs when the message sent by the sender is received and understood by the receiver exactly as it was intended.
Too often, we say what we want to say, yet fail to check whether the message has been received and interpreted correctly. Without this verification, even the most well-meaning message can miss its mark, rendering the entire communication effort ineffective.
Effective communication is not a one-way street. It is a dynamic, two-way process that requires both parties to engage actively to ensure clarity and mutual understanding. Assuming that communication has occurred simply because a message has been sent often leads to misunderstandings, misinterpretations, and, ultimately, conflict.
To communicate effectively, it is essential to verify that the message has been received, understood, and interpreted as intended. This can be achieved through techniques such as active listening, asking clarifying questions, and encouraging feedback. Recognising that communication is not a one-time event but an iterative, evolving process allows us to continuously refine our communication skills and minimise misunderstandings.
The heart of effective communication lies in acknowledging a simple yet often overlooked truth: it is not what is said that matters most, but what is heard. This requires consciously considering the receiver’s perspective. Even the clearest message can be distorted if the listener interprets it through their own biases, experiences, frame of reference, or unique context.
This reality highlights the need for empathy, active listening, and feedback as essential components of communication. Empathy enables us to understand the receiver’s background, experiences, and point of view. Active listening ensures that we process what is being communicated, rather than merely hearing words. Feedback, in turn, provides an opportunity to confirm understanding and correct any misinterpretations.
By recognising the potential gap between what is said and what is heard, we can take deliberate steps to communicate more effectively and avoid unnecessary misunderstandings.
Key Principles for Effective Communication
- Clarity
o Use clear, simple, and concise language.
o Avoid ambiguity and ensure your message is easy to grasp.
- Completeness
o Provide all necessary information.
o Ensure sufficient context and detail to support understanding.
- Correctness
o Deliver accurate and error-free information.
o Verify facts and figures to maintain credibility.
- Consideration
o Be mindful of your audience’s needs, interests, and perspectives.
o Tailor your message to their level of understanding and preferences.
- Concreteness
o Use specific examples and tangible details to illustrate your points.
o Avoid vague or abstract language that could confuse the message.
- Courtesy
o Communicate with politeness and respect.
o Demonstrate appreciation and empathy in your interactions.
By applying these principles, we can close the gap between what is said and what is heard—ensuring that our messages achieve their intended purpose and fostering stronger, more effective communication in both our personal and professional lives.
Maggie Mzumara is a Communication and Media Strategist and Leadership Consultant. She writes here in her personal capacity, and the views expressed do not reflect those of the organisations she is affiliated with. She can be reached at maggiemzumara@yaho.ie
