RamGanapathy.com

Tag: communication

  • One Word Answer

    “What is the meaning of life, the universe and everything?”. “Forty Two”, replied the supercomputer Deep Thought, in the science fiction comedy, The Hitch Hiker’s Guide to the Galaxy. I thought it was a joke when I watched this movie many years ago. A joke I wouldn’t understand.

    I am not known for keeping my responses crisp and short. You see, I already used two words to describe my predicament. It is my usual attempt to answer more than what the questioner might want to know. At work, I have been “advised” by my colleagues and managers to keep it simple. I am still trying.

    Some of us are able to pack a lot of content in the span of a few words. When we say less, it can also sound mysterious and can sometimes work in our favour.

    It isn’t funny however, when there is space for just one word while addressing matters of emergency. Fire fighters and police officers have a chance to shout a few words as they deal with life-and-death situations. Take for instance the recent death of a bungee jumper as she fell at the wrong time, when the instructor with poor English knowledge said “No jump” which she heard as “Now jump”. Or take the case of the Indian businessman charged with making a bomb threat in Mumbai (Bombay, previously) as he made a phone call to the airlines before his flight. Due to a bad line, he only managed to finish a part of his sentence “BOM-DEL flight”.

    A non-life-threatening word incident came to my mind as I went nostalgic about the first few days of my career that started in Hyderabad. After a session on the basics of Enterprise Resource Planning, the trainer wanted feedback from each of the 40 odd trainees. And we had to use a single, unique word to describe how it was conducted. I was fretting as I waited in the second row for my turn since the words “Interesting”, “Useful”, “Educational” etc were already taken by the lucky first benchers. I don’t even remember what I ended up saying but I recall the exuberance in the room when the last guy mentioned a word that had more than one meaning: “Impossible”.

    And to the bewildering answer of 42 to the big question about life and its meaning –  there are many theories. The author himself admitted it was a random number, trying to lay to rest many of the stories. I liked this one, however: Turns out, the ASCII code for the wildcard character “*” is 42. Wildcards in computer programming are used to represent one or more things. That is, “whatever you want it to be”. Sounds like a good short reply to the biggest question of it all.

    But, I was shy and confused during the first few days. I wanted to talk to a lot of people, learn many things, all at once. The MD of the Hyderabad delivery unit was an awesome communicator  and a nice guy. Little did I expect him to recognise me a few days later, when he greeted me calling my name as we entered the men’s room. The awkward silence that occurred when we were taking a leak at our respective commodes was broken by his enquiry, “So…Ram, how’s it going?”.  The one word answer that I uttered in the context of training sessions lead to a few seconds of silence before we both laughed. “Smooth”, I had said.

  • How to survive a meeting

    When I started working (I mean, working as opposed to the many months of training sessions) in my first job, I noticed people in the team spending a lot of time inside meeting rooms than at their desks. The work assigned to me involved coding a piece of software – at least that’s what I thought; soon it became clear to me that without talking to the seniors and colleagues i cannot get anything done. Not that it was unexpected but it astounded me that i spent more time writing emails and talking than coding. Worse was when i struggled to obtain availability of meeting rooms and subject matter experts. Thus it was evident that communication skills were as relevant as computer skills, especially when one tries to share ideas and seek improvements to make a collective decision.

    I should have seen that coming. It was during the final years of college as we were preparing for job interviews that I encountered this construct called Group Discussion.

    We had to debate on a topic and you are judged on how well you make your point. We were given the controversial one: to agree on the most effective form of government (in the subcontinent): democracy or dictatorship. I was still struggling to put my views across, mainly in English and was intimidated by the bunch of guys who waxed eloquence on the principles of democracy, while being struck by the plain and simple logic evoked by the other group who championed dictatorship. I was still waiting for my friend to open his mouth yet – I knew him as a sharp and fierce communicator – when I was prodded to speak. I kept fumbling along and made a mess of the only speaking opportunity. I was in a 50-50 mode mentally, but could not express that at all.

    Formally, a meeting is defined as a situation when two or more people meet, by chance or arrangement. Effective interactions and collaboration among workers are the building blocks of successful organisations. The power of collective human consciousness is unparalleled. It is quite important to structure such gatherings since otherwise, they quickly degenerate into a platform for egoistical arguments and cacophony.

    There are many simple rules for running meetings which I think are not so simple. There are companies that take it very seriously. Last week, i read about Jeff Bezos’ rules of running any meeting at Amazon, which included no power point presentations apart from insisting everyone to silently read memos for the first half of the meeting. That reminded me of a suggestion I made to my team many years ago. I was still a rookie but I had the gumption to strongly recommend that the entire team be forbidden from talking to each other for the first three ‘silent’ hours in the morning. I was not the most popular person in the team.

    While I m not criticising the very purpose of social interactions in a corporate environment as such, I want to draw your attention to the fact that a typical knowledge worker in this age has less time for him/herself. More than 70% of my work time gets spent on meetings. They come in various terms and forms: discussion, idea generation, design thinking, status update, issue tracking, planning, synch up, stand up, get together, morning prayers, kitchen cabinets and what not. I read this somewhere: “a meeting is a chance for people to share their own confusion with a broader audience, contributing to the collective chaos.”

    How to survive such meetings? How to conduct one? Enumeration can come to the rescue. When you make a simple list of items to be addressed and stick to that, you can at least complete the meeting if not solve world hunger. The real challenge is to come up with such a list.

     I remember a particular issue-tracking meeting that occurred during a critical phase of the project. My manager asked the team about the progress of resolving defects which were pending for weeks. “We have made very good progress in the last two weeks; many of the issues are resolved; some of the remaining ones are being corrected; most of the corrected issues will be tested by tomorrow”. It took a whole thirty minutes for the boss to determine the list of issues in the first place.

     Can we try to be more objective and mainly focus on data, facts and actions, while ignoring the emotions involved? At your peril. You see, meetings are also occasions where people vent out their frustrations, and real human connect occurs only when you let others express themselves. My own inadequacies in the listening front is well documented in my previous blogs. Having said that, I believe it is cruel to let someone go on in their line of argument when everyone realises it is a rabbit hole, especially with the time constraints we live with.

    Ideally, a meeting is just a means to an end. An end outcome that moves the team forward. Actions are assigned and a direction emerges. In reality though, meetings need not always be so serious and I will run out of space writing about many funny episodes. For instance, I have seen people rushing to point at others as action owners, often at those who were absent.

    But many a meeting occurs in a hostile/political environment where unwritten rules manifest and items not in the agenda dominate the proceedings. In such situations, a significant amount of time is spent post-meeting to minute the discussions and document actions which gives an opportunity for the host to shape the outcome of the meeting even as he was unable to influence it while it occurred.

     Though one should not treat a meeting like a war zone, it is fascinating to see people trying to have the last word. But usually the ones who are able to listen to differing view points, forge relationships and offer creative alternatives emerge as real change makers. They make everyone think and realise it was worthwhile spending time away from their desks.

     My college friend demonstrated that many years ago, when finally his turn arrived during the group discussion. As the crowd was already dissected into democracy advocates and dictatorship worshippers, our man got this to say. “I think we should try democratically electing a dictator”.

  • Words that convey a lot and less

    It was the sudden slower ball that fooled the batsman for the fourth time in the cricket match. Harsha Bogle asked his co-commentator, “Michael, during your era, was change-of-pace as a bowling tactic employed at all?”. Michael Holding, the great West Indian ex pace bowler was nicknamed “Whispering Death” for his quiet approach to the bowling crease – only to rattle the batsmen with sheer speed. Michael clearly was not amused, “Harsha, we used it all the time. But, our way of change was to bowl even faster than the usual pace!”.

    I have always felt “change” is an incomplete word. A lazy attempt to communicate, which ends up conveying nothing meaningful. You see, there is always a direction to any change: Things either improve or get worse. Or evolve. Change Management is another term I hate. “Colleagues, please expect some changes”, usually means someone is getting axed or a re-organization is looming.

    What is a word after all ? A tool to ensure that the listener gets the same idea, feels a similar emotion and derives the right meaning that you had when you uttered it. A picture is worth a thousand words. Sure, but a right word used at the right time can convey something unique but universal – and is also cheaper than to paint a picture. Probably the reason why books are still in vogue even as we indulge in visual entertainment.

    Every minute we are bombarded by words, terms and images that enrich us less and confuse more. Take the case of “growth” or specifically, “rate of growth”. Of economy, population, anything. Raise your hand if you have been – like me – bamboozled by a headline like this: “Why is our wage growth slowing down ?” Err…are they talking about wage getting reduced ? Nope, they don’t want us to understand it so easily. We all learnt about speed and acceleration in high school; the editors, if not the economists, could have come up with something simple yet precise. Recently, a controversy erupted with a headline which reads like this “Majority (religion) population’s rate of growth slows down more sharply during the last decade, than the rest”, while in fact there was no decline in any section of the population – or at the cost of each other. Historically, words have been used with a sinister intention to divide society, in an attempt to identify, label and classify people.

    How about the words we use in our daily life ? The BBC article The hidden ways your language betrays your character, explains how we often share a clue about our personalities as we use certain words. While writing emails, I have used an inappropriate or inaccurate word on several occasions. I would write “I have a question” – only to be corrected later on that it’s better to use query instead; I didn’t want to appear to question anything that was said. A polite word is often lost in translation. Another example was when I used issue to describe a project situation while I was only voicing my concern – which is not definitive and there is a chance given to the other party to react.

    Certain words are so frequently used that their impact have come down. Innovation, for example. As a young engineer, that word fascinated me the most. I had known discoveries and inventions at school. But no one talked about innovation back then. It was resolved when I listened to the CEO of my company explaining the difference in simple words, “Invention is when you take someone’s money and create something new. Innovation is about taking someone’s idea to create money”.

    I rarely attend leadership talk series organized in my company. But when I learnt that a social entrepreneur originating from my home town was delivering a speech on innovation, I couldn’t resist. Arunachalam Muruganantham is the inventor (with his own money!) of low-cost sanitary pads that has revolutionised health and hygiene in rural India. (Watch this TED talk).  The hundreds of curious minds in the audience felt entertained and inspired by his story, which is now being made as a biopic. He explained a core principle of his research methodology as “T&E”, which none of us had heard about. Towards the end of the presentation, he revealed the details of the that technique to much amuse: “Trial and Error. If I had said that, you would not have taken me seriously”.

    Simple words are powerful when they convey a big idea.