More Than Words (1959)

[Music] [Music] [Music] from now on people around here have got to communicate better communicate communicate communicate Communications in this organization are going to be straightened out at once every head is um is responsible for doing an immediate survey in depth what is it I don't know something's wrong with the company's Communications setup oh so this memo came down from the front office and it said we should all talk to each other more and and when Mr saw asked me what I needed I told him a powder blue telephone would make my desk just perfect so next week they're going to start putting in a whole new telephone system but I didn't want a whole new telephone system I didn't say that I didn't mean that I meant Communications Communications Communications that's right Communications not just sending a cable or a wire not public speaking not writing a letter nor watching TV or a movie but something much less obvious Communications between human beings a constant creation of understanding between people there always a sender and always a receiver you hope and ideas or feelings or facts to establish between them as a communicator you have to get through to people first so he or she knows exactly what you mean it can be a policy change or a change of schedule or it can be your intentions or feelings in the form of Correction or your frame of mind in the form of almost anything thing the second communication objective is to be accepted to get people to agree with you or at least give your communication a hearing the third objective is action to get something done so your communication affects performance improves it you get action because the receiver understands what you want done why he or she should do it there's a fourth communication's objective to understand others to know how they feel about a particular situation or conditions in general to be aware of how they feel about you a communication isn't just something that goes from you to others it's something that takes place between you and others sure this is how you communicate with words with some people you've got to write the words every time because they believe only what they see but some people only half read what you write or too busy to read what you write so these people you always have to tell with others you have to combine methods you tell and you write you can communicate with some people over the telephone and they'll understand but with others you have to be more personal they have have to see you understand the method of communication can sometimes determine the effectiveness of the communication itself sure the method of communication varies and you have to keep choosing knowing when a personal visit is better than calling over the telephone when a written communication is better than a spoken one obviously you can't pay a personal visit across the country or over the ocean every time you want to communicate a change in plan several things determine your choice in method subject matter cost and time are important time in the sense of which method will get the thought fact or idea across quickly and time in the sense of when is the best time to put the method to work let's call the timing knowing when to communicate now some people just won't hear you if they're busy doing something else you communicate and the ear hears it I'd appreciate it very much but there's something else that hears too appreciated my foot just making it tough for me so he'll catch me in another mistake sometimes the heart hears something quite different because people feel you now not just once in a while but every second every beat they think and they feel think feel think feel worry impatience conceit nervousness carelessness indifference aggressiveness insecurity anger and a hundred other emotional things people are that form barriers to Communications these are what you have to plow through with each communication you send out a frightened man thinks and feels differently from one who's secure communicate an order to the Bold aggressive kind of person a big account possibility just broke it's a tough nut to crack but I'd like you to go out right away and handle it it all depends on you boy you bet Bob I'll get right after it well these same words might be received an entirely different way by a less experienced more fearful man a big account possibility just broke it's a tough nut to crack but I'd like you to go out right away and handle it it all depends on you boy gee I don't know enough to handle something like that what if I mess it up oh by myself well I can't handle that on the other hand with understanding of Paul's emotional barrier and a little sensitivity a terrific opportunity and I know you can handle it it's similar to the applebe account you sold last week come to me if you need help remember we're with you I'll get right after it sure the same communication can be wrongly received because of the attitudes the personalities the barriers inside people sometimes the same words mean different things to different people Harry what did you told me to do a model job and I worked hard on it believe me a more perfect model you won't get but we needed and I didn't mean a model I meant a model job a perfect job a good job a real job but that's not what you said Don't listen to what I say listen to what I mean well you can't always be certain of how people think or feel or what they know that's why it often pays off to plan for communication before you pick up the telephone or write a memo or go out personally to communicate run through some basic steps that might knock down some of the communication barriers what what are you going to communicate a fact an order information an attitude why why is it important why did the problem arise why is the communication necessary how how should you explain it orally in writing or both should you do it in your own office or out on the floor when when is the timing right for you for him or her can it wait should you take care of it now who who is the person you're communicating with do you know his personality her attitude have you examined his point of view do you understand her needs and of course once you add everything up you've got to watch the language barrier now you remember Miss Rowan the first page of the fraus has got to have the Fortress pad included and uh don't forget the frel WASP a little over commmunications can put the receiver mentally to sleep now I know this is taking a long time merrow but it's important to get all the details and I want to go over a few more points on item 26 you see what I think should be done in this instance is to take what we can call a longterm look at the project that is I mean we've always got to look ahead and plan you can underc communicate too Higgins I've got to rush out order came in from Highland company take care of it tell me how you came out later okay who's Highland company what I matter of fact if you don't keep your language simple and clear you can make people not want to communicate back and this two-way Communications this feeding back is important no matter where you sit on the management line but you don't only communicate with your voice there are unspoken Communications that often speak much louder than words and often unthought of communications you watch for them in the receiver and he watches for them in you maybe they don't communicate too loudly when you isolate them like this but in a given circumstance these unspoken Communications can often change the meaning of words Rogers it's imperative that this assignment be completed fast understand everybody's got to pitch in and get this job out fast now I want you gentlemen to leave this meeting with the realization that in this organization people are our most valuable asset sure come in Wilson door's always open always got time to talk to one of my people oh Helen come in I wanted to talk to you about something it's come to my attention that you've been violating a company policy and I want to remind you about about it and issue a preliminary warning there's absolutely no smoking on the job sure your feet your hands your eyes your face and your heart reflect your attitude and your attitude builds the climate the atmosphere in which you and your people work a base natural climate of fairness honesty and mutual respect that keeps the communication lines clear and open both ways so people know always where they stand with you and you know where you stand with them [Music]