Why Communication Isn’t as Simple as We Think
Communication is a buzzword.
We all agree it’s important, critical, even, yet it’s often talked about without much real understanding of how it actually works. A bit like politics, everyone has a view, but few take the time to understand what’s really going on beneath the surface.
The fastest-growing organisations are those that commit to truly understanding communication. Whether it’s how their sales teams engage potential customers, or how leadership interacts with employees, they recognise that better communication leads to better outcomes.
Three Ways We Communicate
Put simply, people communicate and process information in one of three ways at any given time:
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Think
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Feel
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Know
We all use all three.
However, most people have a natural preference, a style they tend to rely on more often, especially under pressure. Others may move more fluidly between all three.
The key to effective communication is recognising which style someone is using in the moment, and adapting your approach to meet them there.
A Simple Analogy: Ordering Food
To bring this to life, imagine three people ordering food in a restaurant. (The styles are slightly exaggerated to make them easier to recognise.)
Think
The Think profile sits down and carefully reads the entire menu, sometimes twice. They compare options, weigh up pros and cons, and take their time to arrive at a decision. They want clarity before committing.
Feel
The Feel profile looks around the room. What are others having? What looks good? They might choose something, and then change their mind when a dish passes by that looks even better. Their decision is influenced by what feels right in the moment.
Know
The Know profile often decides before they even sit down. Either they’ve already looked at the menu, or they simply know what they want. They choose quickly and are ready to move on.
Sound Familiar?
Chances are you recognise yourself, and others, in these examples.
The same patterns show up every day in business:
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Making decisions
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Reviewing financials
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Choosing a direction or strategy
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Even something as simple as agreeing a new logo
Different people approach the same situation in very different ways.
Why This Matters
When we don’t recognise these differences, communication breaks down.
When we do, everything improves.
Understanding your own preferences, and recognising them in others, helps to:
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Reduce friction
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Improve clarity
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Speed up decision-making
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Strengthen working relationships
Ultimately, it enables you to communicate more effectively in every interaction.
Learn More
If you’d like to explore Think · Feel · Know or any of the Compass indicators in more detail, visit Training by Shirlaws to view our courses, or email compass@shirlawsgroup.com