6 Tips for Bridging the Communication
Gap
By
Joanna L. Krotz
Reprinted with permission from the
Microsoft Small Business Center
As you may have observed,
women and men who work closely together often get tied up in
communication knots, especially over issues that involve power,
advocacy, and managing the troops.
That's because the
sexes have distinct ways of communicating. They request action and
advice differently. Their verbal responses and timing are different.
And they have different styles for expressing workplace demands.
The result can be
miscues and misunderstandings. In other words, lots of cross talk.
Today, nearly half of
all privately owned companies are 50% or more owned by women,
according to the Center for Women's Business Research. That means
there are 11 million private enterprises at which women business
owners must communicate their goals and operational needs to male
and female customers, vendors, partners and employees. Women need to
understand how men talk in business, and vice versa.
Mr. + Ms. Talk
But first, let's be clear on one thing. There's no such thing as an
"absolute male" or "absolute female." People are individuals first
and collections of cultural and biological traits after that. But
"male" and "female" characteristics have now been documented by
years of research. And when you look around your workplace, I'll bet
you recognize many of the gender communications snafus that follow.
Mistaken assumptions
fuel these misunderstandings. If you acknowledge those and reflect
your understanding in work conversations with opposite sex team
members, you can advance the workplace dialogue.
Here are six typical
scenarios where communication between the sexes goes off the rails —
and what you can do to get it back on track.
1.Power plays
Her way: Women tend to ask lots of questions before beginning
work.
His way: Men simply roll up their sleeves.
The result: Men assume women aren't up to the job. If they were
competent, reason men, then women wouldn't be asking so many
questions. But in fact, women typically verify and validate data
before starting tasks, sometimes to improve their performance.
"Women gather information by asking questions, but men view
question-asking as a sign of weakness," says Sandra Beckwith, author
of "Why Can't a Man Be More Like a Woman?"
The reverse scenario is
that men hate to ask for directions (big news, right?). But women
assume that if men don't ask questions, they must know enough to
complete a job. That's often not the case.
For women bosses, it's
a good idea to verify that men have enough knowledge to complete a
task. Oversee the work in the early phases or offer help without
being asked. If you're male, listen to the questions being asked.
Sometimes, these may add value.
2.Picture imperfect
Her way: Women frequently use anecdotes or illustrations
about home or relationships.
His way: Men rely on metaphors about sports or war.
The result: Dialogue can hit a dead end. Women often do not follow
the touchdown, full-court-press images and vice versa. Sherron
Bienvenu, a communications consultant and co-author of "Business
Communication: Discovering Strategy, Developing Skills," once hit
just such a conversational wall during a sales pitch. She told a
client that follow-up training would be "icing on the cake." "I
envisioned icing as the finishing touch that completes the project
and makes it most presentable to the receiver. His perception of
icing was of sweet, unnecessary, junky stuff that you scrape off."
She didn't nail the deal.
Don't simply
gender-reverse images to communicate. Instead, consider your
audience and use gender-neutral images (nature, movies or weather
come to mind). Or use images you like, but with an explanation of
what you mean.
3.Command conflicts
Her way: Growing up, girls tend to establish relationships.
His way: Boys usually vie for leadership.
The result: Men and women impose authority differently. "Women tend
to be more collaborative in the workplace, putting relationships
first," says Roz Usheroff, a business trainer and author of
"Customize Your Career." "Men routinely challenge and expect to be
challenged." Each often finds the other's style ineffective or
insulting.
Women see men as
ham-fisted or insecure when they come on so strong. Men think women
lack confidence or conviction because they work hard to get buy-in.
Neither, of course, is accurate. To jump the divide, borrow a bit
from the other's style. Men can try a more collaborative approach.
Women need to take over more often.
4.Detailed disputes
Her way: Women like to tell and hear stories, including the
trials and errors, turnings and re-turnings. It's their way of
connecting and building the relationship.
His way: Men cut to the chase. The route you travel is
inconsequential. What matters is the destination.
The result: Each sex becomes too impatient to hear the other. "Women
push for details generally for three reasons: to show concern, to
vicariously participate in an experience or conversation, and to
verify assumptions," says Dianna Booher, author of "Communicate with
Confidence." "Men tend to gather details just long enough to get the
big-picture message and then dump them as trivial."
Again, each sex can
benefit from the other's behavior. Men ought to explain their
thinking and not simply jump to conclusions. Women need to get to
the bottom line more quickly.
5.Emotional
exchanges
Her way: She tends to treat male colleagues like her husband
or boyfriend.
His way: He often handles women associates like his wife or
girlfriend.
The result: A subtle and tricky gender miscommunication. It's also
one that people are loath to examine. Typically, men and women bring
into the office some version of the sexual dynamics they have at
home. We also gravitate to workplace confidants, mentors or
employees who resemble the intimates in our personal lives,
especially spouses, says Tina Tessina, psychotherapist and author of
"It Ends With You: Grow Up and Out of Dysfunction." "You find
quieter struggles in business of whatever the fights are at home,
such as who's right and who's wrong or disagreements about money."
If you're in some kind
of standoff or you feel like he or she "doesn't understand" you,
take a break to think it through. Make sure you're not importing a
personal issue into a business environment.
6.Decision drivers
Her way: Women are generally more comfortable talking about
their feelings.
His way: Men prefer to dwell on the facts and skip the
feelings.
The result: Communications trouble. Every communication has both an
intellectual and an emotional component, says Kenneth Sole, a social
psychologist based in Lee, N.H., with 30 years of experience in
assisting organizations to change. Misunderstandings arise when we
ignore one side of the two dimensions. "That's not to suggest that
it needs to be fifty-fifty," Sole says. "The conversation can
radically improve just by owning up to one aspect of feelings or
intellect."
He offers these
examples: A man might say: "I know this is a difficult conversation
for you. It's difficult for me, too." A woman might dial down
emotional intensity by analyzing the problem, saying: "I think there
are three pieces to the issues we've been discussing." She then
ticks off those issues, one by one. "That moment of analytic
reflection encourages the dialogue to move into a thoughtful
channel," says Sole.
The definition of a
diverse work force, of course, is an environment where people accept
differences rather than deny them. If we pay attention to gender
differences, we just might untangle the gender communications knots
— and get the job done faster, too. |