Making Sure Vital Instructions are Understood Accurately
The nod is dangerous. Like the word “yes,” it is easy, fast, and signals agreement–yet it proves nothing. When considered sufficient evidence of understanding, the nod can lead to disaster. When giving vital instructions, we need to realize that a simple nod or even an “okay” does not mean the person understood what we said.
One sad example of this occurred in 1978 when two jets collided on a r
unway in Tenerife. The co-pilot of one of the planes stated the non-standard, meaningless words, “We’re now at take-off.” The controller did not ask for any clarification because he was sure the message meant the pilot was ready to take off after the plane ahead had left the runway.
So the controller answered with the verbal nod, “Okay,” which is in itself an incorrect communication protocol. Because both parties were satisfied that they understood each other, 583 people died on that foggy runway near the Canary Islands.
Why do people readily signal that they understand only to find out later that they don’t? According to the book That’s Not What I Meant by Deborah Tannen, Ph.D., “The ways we show our involvement and considerateness in talk seem self-evidently appropriate. And in interpreting what others say, we assume they mean what we would mean if we said the same thing in the same way. If we don’t think about differences in conversational style, we see no reason to question this.”
Of course, there are hundreds of other reasons why people say, “I know what you mean” when they don’t. Some are honorable; some aren’t. Whatever the reason, as the person sending the message, there are ways you can ensure it was understood correctly.
1) Plan your message. You must understand what you are saying. If you don’t, they can’t.
2) Don’t start until you are positive you have the person’s full attention.
3) Explain the goal before you spell out the details. This will help your listener fit the pieces of your message together rather than guessing at how they relate to the big picture.
4) Use as many visuals or mock-ups as possible.
5) Don’t ask questions that can be satisfied with a simple “yes” or “no” response. This means eliminating questions such as, “Do you understand?” or “Is there anything that seemed confusing?” or “Got it?”
6) Ask questions that force the person to explain some of the details of your message.
7) Whenever practical, have the other person demonstrate your instructions.
Especially if it is a safety-related instruction, never trust a nod or “okay.”
As with anything I post, you’re welcome to use this in your company’s e-zine, newsletters or other communications. You don’t have to, but if you mention where you got that would be nice.
’till next time.
Hawk
www.makesafetyfun.com
