
118 brilliant leader
component the verbal part of the message is useful as long as it
is consistent with the other tools being used.
You should be very careful about using just word mediums, such
as email, for carrying complex, difcult or important messages.
For example, delegating by email is not usually something to
be recommended. However, email is an excellent tool for sum-
marising what has been discussed over the phone or in person.
The 80/20 rule
The 80/20 rule dictates that good communication is about
spending the majority (80 per cent) of your time listening and
the minority (20 per cent) of your time talking. When communi-
cating with ...