This is the digital version of the printed book.
The success of systems or software development depends on effective communication. But have you ever had trouble articulating a complex concept? Have you ever doubted that someone truly understood you—or that you completely received someone’s message?
Managers and technical professionals have to communicate effectively in order to understand client requirements, build work-related relationships, meet market demands, and survive time pressures. So often, though, communication breaks down, and nothing gets done (or done well, at least).
Thankfully, Naomi Karten—author of Managing Expectations—is here to help. Readers learn how to improve the way they handle a wide variety of communication conflicts, from one-on-one squabbles to interdepartmental chaos to misinterpretations between providers and customers.
Drawing on a variety of recognizable experiences and on useful models for understanding personalities, such as the Myers-Briggs Type Indicator and the teachings of family therapist Virginia Satir, Karten provides a series of powerful tools and concepts for resolving communication problems—as well as methods for preventing them in the first place.
Inadequate communications include misunderstood or missed messages, contradictory or mixed messages, and messages that are intentionally sabotaged. As the author notes, these miscommunications “can have a damaging, puzzling, and counterproductive impact on projects and relationships.” Karten helps readers identify many of the common factors that can cause communication gaps. For example,
mistaken assumptions of understanding
lack of follow-up
unfixed project terminology
mismatched communication preferences
Karten’s witty, conversational tone makes this book easy to read; her real-life stories and examples make it easy to understand; and her use of hilarious cartoons by Mark Tatro brings her lessons to life.
Communication Gaps and How to Close Them is a must-read for anyone who recognizes that the way he or she communicates in professional encounters, as well as in personal ones, can be improved. With Karten’s useful insights and practical techniques, this book will change not only how you communicate but also how you think about communication.
Table of Contents
- About This eBook
- Title Page
- Copyright Page
- Also Available from Dorset House Publishing
- 1. Mind the Gap
Section 1: Gaps in Everyday Interactions
- 2. Getting Through: Responsibilities of the Sender
- 3. Misinterpretations: How Messages Cause Confusion
- 4. Untangling Tangled Interactions: Reaction of the Recipient
Section 2: Gaps in Building Relationships
- 5. Building a Strong Foundation
6. Appreciating and Benefiting from Communication Differences
- A Framework for Discussing Communication Preferences
- Where You Get Your Energy: Extraversion (E) versus Introversion (I)
- How You Take In Information: Sensing (S) versus Intuition (N)
- How You Make Decisions: Thinking (T) versus Feeling (F)
- How You Relate to the World: Judging (J) versus Perceiving (P)
- It Takes All Kinds
- 7. Understanding the Other Party’s Perspective
- 8. The Care and Feeding of Relationships
Section 3: Service Gaps
- 9. The Communication of Caring
- 10. Gathering Customer Feedback
- 11. Service Level Agreements: A Powerful Communication Tool
Section 4: Change Gaps
- 12. The Experience of Change
13. Changing How You Communicate During Change
- Respect the Matter of Timing
- Expect Individual Differences in Response to Change
- Allow Time for Adjustment
- Treat the Old Status Quo with Respect
- Allow People to Vent
- Listen Proactively
- Provide Information and More Information
- Say Something Even When You Have Nothing to Say
- Empathize, Empathize, Empathize
- Choose Your Words Carefully
- Dare to Show People You Care
- Involve People in Implementing the Change
- Educate People About the Experience of Change
- Deal With It!
- 14. On Becoming a Gapologist
- Title: Communication Gaps and How to Close Them
- Release date: July 2013
- Publisher(s): Addison-Wesley Professional
- ISBN: 9780133488722