Failure to Communicate

June 7th, 2017

 

Today’s post is written by Ivy Ray, Account Manager at SafeSourcing Inc.

The importance of clear and concise communication should never be underestimated. We live in a time where, more than ever, we are receiving multiple streams of communication on a continuous basis.

Failure to communicate in a concise manner can result in an outcome that ranges from minor delay, to missed opportunity, or even major destruction; as in the case of the 1981 skywalk collapse at the Kansas City, Missouri, Hyatt Regency Hotel.

In the collapse, the structural failure was due to a change in the initial design drawings, by the fabricator, which the design engineer reviewed and returned to the fabricator, stamped with the engineering review seal, authorizing construction. The fabricator built the walkways in compliance with the directions contained in the structural drawings, as interpreted by the shop drawings. The change was not clearly communicated through all channels of the construction team, and the load capacity was never tested.

There have been publications and lectures which have come from this unfortunate incident, such as, “Avoiding ‘Failures’ Caused by Lack of Management” and Gerald W. Farquhar’s “Lessons to be Learned in the Management of Change Orders in Shop Drawings.”

When working with or clients for national and international associations, from various time zones, communication tends to be done through email.  People are busy. According to a report prepared by The Radicati Group Inc., in 2015, the average business professional received/sent 125 email messages in one day. This is one reason why long, rambling emails have become such a scourge. Providing a clear concise message will help a person use their time wisely while managing their in-box. Simple, direct language keeps people tuned in to what’s important. These are things that need to be considered when sharing information via email with a group of people working together on the planning of an event.

The 7 Cs provide a checklist for making sure that your meetingsemailsconference calls, and reports, are well constructed and clear – so your audience gets your message.

Communication needs to be:

1) Clear

2) Concise

3) Concrete

4) Correct

5) Coherent

6) Complete

7) Courteous

“Simple messages travel faster, simpler designs reach the market faster and the elimination of clutter allows faster decision-making.” – Jack Welch

For more information on how SafeSourcing can assist you in exploring your procurement solutions for your business or on our “Risk Free” trial program, please contact a SafeSourcing Customer Service Representative.  We have an entire customer services team waiting to assist you today.

We look forward to your comments.

References:………………………………………………

http://www.engineering.com/Library/ArticlesPage/tabid/85/ArticleID/175/Hyatt-Regency-Walkway-Collapse.aspx

https://www.mindtools.com/pages/article/newCS_85.htm

http://www.radicati.com/wp/wp-content/uploads/2011/05/Email-Statistics-Report-2011-2015-Executive-Summary.pdf

 

 

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