CHAPTER 4
Creating Clarity
The single biggest problem in communication is the illusion that it has taken place.
GEORGE BERNARD SHAW
Think of a time when you needed someone to do something, but along the way you discovered a disconnect. You might have fired off an email to a colleague. Or you might have brought up a deliverable during a meeting. Or at home you might have just asked your partner or family member to take out the trash or pick up something from the grocery store. Did you ensure that your request was heard and understood? Or did you just assume it was, only to later find out that the other person heard you in an entirely different way than you intended? Let’s look at an example text exchange between David and Marianne, as they were ...
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