Platinum Communication Tutorial
Communicating in Today’s World
By Larry Walker
[Commentary on Platinum Communication:
Treating Others The Way They Want To Be Treated, Warren M Hoffman.]
What’s old and what’s new?
That’s a huge subject. What’s old since the beginning of creation is communication. Some people spoke, only a few listened, and fewer yet responded. And what’s new? That’s no mystery any longer. It’s how to communicate effectively.
Communication is the foundation for relationships and teamwork. Relationships and teamwork are valuable for each of us. Yet as we look around, both appear to be doing poorly. We all communicate – yet – how good are we at it?
Ø Tor Dahl has led productivity improvement for organizations all over the world. He founded the World Academy for Productivity and has consulted with over 400 high level organizations. Tor pinpoints that organizations experience ‘log-jams’ that diminish productivity, and like logs moving down a river, logjams occur when logs get cross-wise with one another. Breaking up an organizational logjam requires finding the key log that locks the logjam in place. In most cases, Tor finds the key log is – communication.
Ø The Minnesota Medical Insurance Corporation (MMIC) insures 25,000 doctors, 1,000 clinics, and 200 hospitals. MMIC finds that nearly 60% of malpractice lawsuits are brought due to poor communication.
Ø For two decades, Emotional Intelligence (EQ) has swept through organizations pointing out that EQ is different than IQ (intelligence) and is just as important.
Ø The AWL Group finds when asking cohorts what traits they associate with ‘best leaders’, invariably, most traits identified are EQ related.
Ø David Horslager wrote, The Trust Edge, establishing how important trust is when dealing with others. David has become a featured speaker around the nation as people wrestle with building trust.
Ø Our political parties have communication issues with one another. Traditional churches are having trouble attracting members. We struggle to accept immigrants who are different from us. Social media is changing how individuals interact with one another.
Ø Few of us are good enough at communication. Why? If we all do it and do it often, why are we not better at it?
In this era of mistrust and division, communication with our various audiences must improve.
The stumbling blocks for resolving complex issues are not the technical aspects of problems. Rather, people problems stop progress. People are complex, and each person brings unique perspectives to every situation. Gaining alignment is difficult within groups of individuals each with different facts; differences in what is important to them; or different solutions. Establishing common reality; finding common ground; and supporting common purpose pose challenges with most issues.
Platinum Communication
Our world is complex and complicated. It requires that we deal with others who are different from us. We need to be aware of those differences. We need to establish trusted relationships with others who we do not know well. We need a guide through these complexities. We need Platinum Communication.
Platinum Communication is based on this principle: “Treat others the way they want to be treated.”
Platinum Communication is transformative.
How does transformation happen? Not easily. It can happen in biology, mathematics, linguists, physics and in a single human being or a group of people. It involves a radical change in perspective and behavior. And we interpret ‘radical’ as dealing with the basics of whatever issue is being challenged.
Can you imagine how extremely complicated it is to ‘treat others the way they want to be treated’?
Platinum Communication demands that you understand the different perspectives of the other person. It requires that you recognize their differences are important to them. It requires you to use their language to explore these differences.
Understanding how others wish to be treated requires asking the right questions; having them explain clearly what they mean; listening closely to what they say; determining what is important to them.
Platinum Communication raises the bar for communication with others who are different than us. It requires communicating at the highest level. We call this high-level communications, Platinum Communications.
The intent and purpose of Platinum Communication is communicating with others in ways that reach them. Platinum Communication guides us to deeper awareness of the differences of others.
The principles that govern this process are:
Ø Know your audience
Ø Develop deep self-awareness
Ø Develop deep awareness of others
Ø Create collaborative partnerships
Four Levels within Platinum Communication
Climbing the ‘Platinum Mountain’ requires taking one step at a time. The higher you go the more energy and information is required. Skip a step and you will not reach the top. Step one is required to make step two. Step four requires that the previous three steps have been taken.
You may already have mastered a large body of communication practice. Platinum Communication structures what you have learned. Map the skills you already possess and then look for obvious gaps.
1. Know your audience.
Audience may be one person or one thousand. Audiences expect respect, and a respectful relationship leads to authentic communication. To respect someone, means to “look again” or “look beneath the surface of what you see or hear.” When you care enough to probe even gently, you have a basis for authentic communication.
2. Know yourself.
It is critical that you know your basic beliefs, prejudices and assumptions about yourself, the world, and your immediate audience. Audiences will respect your views if they are clear and understandable.
3. Know others.
Platinum communication is founded on the principle that putting others first is key to authentic relationships. When others know they are important to you, your relationship will deepen and grow.
4. Create Collaborative Partnerships.
Collaboration is teamwork in action. Partnerships are built on trust and clear expectations. Partnerships work when Platinum communication works both ways, when each partner puts the other partner before him/herself.
These four levels of increasing communications complexity create the Platinum Communication framework.
Integrated Platinum Communication Framework
Platinum Communication Components
Multiple methods for improving communication exist. Successful individuals and organizations work to master many of these tools or techniques.
The complexity of communicating effectively in our globalized world, however, cannot be met by mastering only a few methods. Rather, each of us must master as many methods as possible.
Platinum Communication integrates existing communication practices into a single framework to guide individuals in mastering the tools and techniques needed for effective communication.
Platinum Communications can only be achieved by practicing all component parts.
Components of Platinum Communication
Ø Level 1: Know Your Audience
· Component #1 Know Your Audience
For any situation, take as much time as you can to get to know the audience. The challenge of discovering the values, beliefs, culture, feelings, and your relationship increases with audience size. Failing to know your audience inhibits your relationship. Knowing your audience enhances your engagement.
Ø Level 2: Know Yourself
· Component #2 Know Yourself
Knowing yourself is an emotional and intellectual task. Knowing what makes you tick internally and externally is required to be genuine and authentic. Knowing what triggers your gratitude, anger, helpfulness, sadness, and responsiveness is the start of discovering the real you. It’s a daily task that never ends.
· Component #3 Deepen Self-Awareness
Knowing yourself deeper. When do your thoughts and values revert to long established default patterns? What puts a smile on your face? When do you hide stuff from your closest friends? When do you change information to suit your image? What do you do to influence others? What questions do you dislike being asked? What prompts passive or aggressive behavior?
Ø Level 3: Know Others
· Component #4 Discover/Acknowledge Perspectives of Others
Perspective is a way of regarding a person, situation, or subject. Knowing others involves true understanding of what the other is seeing, hearing, feeling, believing. Active listening is required as you probe deeper and deeper into the values of the other.
· Component #5 Acknowledge Differences without Judgment
Differences occur because we each care deeply about our mindset, values, people, or things. These things are as important to others as yours are to you. Respect differences in others. Judgment often happens when we ask WHY questions. “Why did you come home late?” is often spoken in anger and is a judgment, not a question. A non-judgmental approach is to ask an information question: “What happened last night?”
· Component #6 Use the Language of Others
Listening to the words and meanings of others is a strenuous task. If the person’s words are ambiguous, raise your hand and say, “I’m sorry to interrupt. I just do not understand what I heard. Would you mind telling me what you want me to know?” Use their words to state their point back to them to see if you are following properly. Likewise, when you are speaking, ask regularly whether they are understanding what you are saying. Take responsibility for both ends of communication – speaking and listening.
Ø Level 4: Create Collaborative Partnerships
· Component #7 Create a Place of Comfort/Safety and Overcome Fear
Comfort is a powerful word meaning “with strength,” or “strengthen to produce physical ease”. When comfortable, we become open, caring, and sharing. A place of comfort is a place of safety, and we communicate in a comfortable, trusting, and safe manner. Trust trumps Fears which are always lurking.
· Component #8 Practice Emotional Intelligence and Empathy
Emotional Intelligence is how you handle relationships with others: sincere interest, language, tone of voice, and body language. Empathy is the ability to understand and share the feelings of others. The purpose of listening is understanding. When you are understood or when you understand another person, you make a connection.
· Component #9 Practice Educare (Ask Before Telling)
Most of us are born of parents and teachers who tell us what is good for us. Do this. Do that. Educare is used by master teachers who ask first, then tell only if there are gaps in the information provided by the student.
· Component #10 Create Working Partnerships
Partnership enhances cooperation, connection, and collaboration. Partnerships are not established to fix others. The camaraderie established in a serious and sincere partnership results in compacts that are difficult to break. Partnerships are built on trust, mutual respect, and good will.
Conclusion
Platinum Communication is not just another option. It is the standard by which all interactions will be judged. Responsible communicators provide reasons for beliefs and emotions and accept the consequences of decisions. Platinum communicators do not hide behind unsubstantiated information and/or vague statements. Transparency is the key to effective communication and therefore relationships. This is practice that begins to change the world.
Allow yourself freedom to think differently about every word you speak – verbally and non-verbally – and assure others you are sincere about establishing a meaningful relationship. Platinum Communication prepares you to deliver a revolutionary style of communication that sets you apart.
The Platinum Communication Framework is the Roadmap describing the essential components of communication. The stories that follow provide tools and techniques that help you practice the component parts of this Roadmap.