CC2, Effective Communication – What & How?

How many of you like a pizza?
Which brand, Pizza hut/ Dominos/ Pizzeria/ Papa John <Asked for a show of hands>
I pity those who like Dominos: Why?

Ok, here is the story:
About two months ago, there was this guy and girl sitting in a dominos outlet, terribly bored. They decided to have some fun. Now don’t let your imaginations run wild. The girl started shooting the guy as he did something like cheese in his nose, dough under his armpits, inside his trousers, spitting and sneezing loudly on the pizza. Yuck right, this was exactly the reaction of millions of people, Who, in April 2009, saw the videos of these two Domino’s employees, Kristy Hammonds and Michael Setzer, in, North Carolina tampering with customer food.

Result- A single video on net, the fastest and most wide spread means of communication put the reputation of a company with more than $1.462 billion revenue and 8,500 corporate and franchised stores in 55 countries at stake in less than few hours. The videos spread quickly online through blogs and Twitter and highlighted the vulnerability brands face today.
What did Dominos did then? They used the same tool updates were distributed through Twitter, the company’s Face book page and a response from Patrick Doyle, President of Domino’s USA was posted on YouTube. Later, the duo were arrested and charged.
Would it have been possible but for the appropriate and timely action to communicate by Dominos?

This is what effective communication can do.
Communication is everyone’s panacea for everything; Tom Peters said.
Whatever we say, no matter how small, has some effect. Take an example; when you dip your hand in a bucket full of water, take it out and leave it on top of the bucket, small droplets fall from the tips of the fingers. These droplets also create ripples on the water surface. Not waves, but ripples. It is not necessary that what we say may reform the world, but it sure can make a difference.

Now, as we know effective communication is important, the next logical question is- How do we do it?

“We want a wonderful wow wait-wait
you see the whole country of the system is just
opposition by the dev glowing
because you are spasticated by reparation”

What?? All the people shouted the same ‘What’ when Mr. Amitabh Bachchan sang this in his famous movie- ‘Amar Akbar Anthony’.

There are two basic problems with it.
1) Speed
2) Unnecessary use of big words

Many people think that loud words make them sound intelligent. But the truth is we all want to hear or read easily understandable sentences.
As for speed, every one of us (counting me) wants to say so much at so many occasions that we speed up unconsciously.

Communication can be understood as process starting from source, encoding, channel, decoding and then receiving. A problem, with any of these, results in wrong information or message being conveyed.

The most common barrier to effective communication can be summed up by this quote by GEORGE BERNARD SHAW: The problem with communication … is the illusion that it has been accomplished. We generally assume a lot of things while communicating which makes things complicated. So, when speaking we can take advantage of facial expressions and body language. We should speak like the other person knows nothing at all and listen as if we are on the same level as the speaker. This helps a speaker as well as a listener prepare for the conversation and hence ensures better communication.

Also, when communicating, it is also very important to give due credit to quotes/ views/ ideas if they do not belong entirely to you. This ensures a healthy relationship between individuals and prevents conflicts. Here I take the opportunity to thank Mr. Kiruba Shankar, CEO Business Blogging from whom I took the idea of this speech.

Lastly, I cannot talk more about communication in the assigned time, it being a vast topic and respect of time being one of the most followed rules of the same, I shall stop here with just one statement to ponder upon, The quote from ANNE MORROW LINDBERGH, Good communication is as stimulating as black coffee, and just as hard to sleep after.


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