Connecting Through Diversity
No matter who you are, some combination of stereotypes and bragging
myths are sure to get in your way when communicating your way to
the top. And given our increasingly diverse workplaces, it’s
important to broaden the spectrum of what we take into account
when we examine the influences at play. Although in the past, diversity
generally has been limited to ethnicity and gender, there are numerous
other factors to consider. Age, socio-economics, sexual orientation,
national origin, body language, and academic discipline all play
an enormous role in how we interact with each other. Taking this
a step further, a company’s environment becomes its own sub-culture
that impacts relationships with clients, bosses, and colleagues.
Once we notice the broad range of factors affecting who we are
and how we come across to others, we also need to consider the
diverse backgrounds and attitudes of the individuals and groups
with whom we communicate.
Recently I was asked to coach a CEO whose company was going through
tough times and about to implement huge layoffs. This particular
gentleman had trained as an engineer and was raised by his family
to keep his feelings to himself. He communicated in what I call
the “Joe Friday School of Communication,” named for
the detective on Dragnet—the classic television
series from the 50s. Friday cautioned his witnesses to give him “just
the facts, ma’am” and that’s exactly what my
CEO client planned to do. He didn’t realize that using a
flat, monotone voice to dispassionately communicate a list of reasons
for the layoffs to his employees would make him come across as
detached and uncaring. Although the CEO was personally distraught
about the company downsizing, he had no intention of letting the
employees know that. He simply hadn’t taken into account
their fears and feelings or the ways in which his own background
and training was influencing his plans for delivering the news.
After we worked together, he realized the importance of communicating
not only the facts, but his concern and empathy as well.
In every communication situation, and especially during difficult
times like in the above example, it’s important to take an
across-the-board view—what I call the panoptic temperature—of
your audience. There are always a wide variety of influences that
will shape how your message is received— from the listener’s
upbringing to education to beliefs about the matter at hand.
Before going into any company for a group training workshop or
individual executive coaching session, I always research the corporate
culture. Is the organization financially sound? Have there been
recent lay-offs? Are the employees generally happy? Does the climate
support diversity? Knowing this information in advance helps me
connect in a deeper way to the hearts and minds of my audience.
So before you launch into your next presentation, take some time
to set the stage. First think about where you are coming from—not
just what you are planning to say. Then learn as much as you can
about the diverse backgrounds and expectations of the people you
will be addressing. As you will see from the questions below, setting
the stage will greatly increase your effectiveness as a communicator
by helping you more fully appreciate and embrace the diversity
of your audience. Use the following questions as a springboard:
- Who is your audience?
Start by identifying the basic facts about your audience. Are
they all women, all men, new hires, senior associates, a mixed
group? What positions do they hold within the company?
- What
is the audience's emotional temperature?
Review the thoughts and feelings your audience might be bringing
with them. Will they come to you relaxed? Ready to have a good
time? Eager to meet you? Tired? Angry at having to attend?
- What
is the panoptic temperature of the audience?
Go beyond the emotional temperature. What opinions, past experiences,
intellectual perspectives, or cultural influences might be shaping
the audience's perception of you and your message?
- What do you
know about the company's history?
Find out as much as you can about the company. When was it founded?
How has it evolved? What are its strengths, core values, etc.?
- What can you learn about the company culture?
Identify characteristics of the company's current culture. Are
the employees happy and well taken care of? Do they have job
security? Is the company stable? Are employees kept informed
about changes in the organization? What level of compensation
and benefits do they receive? What is the official vision for
the future of the company? Are there any major changes in store?
- What obstacles-both personal and professional-has your audience
had to overcome to get where they are today?
Find out if they have “pulled themselves up by the bootstraps” or
simply followed a prescribed course to achieve their position
and status.
- What training/academic degrees have they completed
and what did they gain from those experiences?
Bear in mind the perspectives they bring from previous educational
experiences.
- What would make them feel more comfortable?
If emotions are high or the company is in transition, find
a way to acknowledge this upfront.
- What is your own emotional
temperature?
Take into account the thoughts, feelings, and biases you
bring to the table.
- What is your own panoptic temperature?
Consider how your background, personal experience, ethnicity,
academic discipline, etc. impact they way you present the material
and interact with the audience.
Learn about
our program Bragging Through
Diversity
