Communication Explained. Almost. With A Soda Can.

Think of a soda can as the actual message you are trying to tell someone. Now place this can in an empty shipping container. The container makes up the cues people are looking for to interpret the message.

Yes. Huge.

On this blog I am mainly concerned with the container than with the actual soda can. This is not entirely what we are used to. In Project Management we learn the importance of communication and what information to provide. And if you’re lucky you get some tips about effective communication (you know, feedback, body language).

In a virtual and global context the shipping container, the context of the message, becomes more and more important.

So. The part we don’t focus on (the container) is the important part.

That’s why I really want to explain it. Because it matters.

The main story is about cues, trust filters and needs.

Oh. And I made a nice graphic.

Cues and trust filters

Cues And Slices Of Reality

When dealing with incomplete information from unknown sources, social cues play an important role. As Malcom Gladwell explains in his book “Blink”, we only experience small slices of our surroundings. Then we go through some kind of mental database to match this slice with something we recognize.

Humans need some context around a message. We use this context to fill in the gaps, the unknowns, in the information we receive. Humans have the need for stereotyping. We need a place holder for unknown information. Even if we know this information is not correct. We need to put a value onto everything unknown. Otherwise we are becoming restless. We use stereotyping and labeling for filling an unknown mental void.

We look at cues that helps us interpret the context. If we see Dr. before a name, we know he’s smart. If he’s young, he must be naive. And cues don’t have to be that obvious and cliche. “Here I am, brain the size of a planet and they ask me to take you down to the bridge. Call that job satisfaction?” Do you know this quote? If you do, we have something in common, we both like the book “The Hitchhikers Guide To The Galaxy” enough to know some of its text by heart. I would even assume we have a similar taste of humor. It’s a social cue.

Communication And Needs. And Noise.

The purpose of communication (to engage in the act of information exchange) is the fulfillment of one’s physical or emotional needs. If you are tired, you start asking around for a cheap hotel.  The effectiveness of the communication is determined by the quality of the communication channel, the quality of the interaction, if you will. If there is noise on a channel, the effectiveness of communication reduces.

The risk of noise on a channel is determined by a need to cheat, and the opportunity to cheat. The need to cheat arises when there is scarcity; when you get in direct conflict with others when trying to fulfill your needs. If the entire village is competing for the same bed, asking around will probably sent you in the wrong direction.

The opportunity to cheat appears when information can be manipulated, when it is possible to provide wrong information on purpose. If information is not clear, complex or ambiguous the opportunity to cheat increases. When there is no way to verify information, when it is difficult to get feedback the opportunity increases also.

Trust-Filters

Of course, people are aware of the risk of noise on the channel. We have some build in “trust-filters” that should guard is against cheaters on the line. Social cues also play an important role in establishing the “trustworthiness” of a person. “Trustworthiness” is in this view determined by association (is what I expect the other to be like) and similarity (is to be like me).

This works fine as long as people have the perception they can fulfill the needs on their own. However, some people need other people to find e.g. food, water or a bed to sleep. This perceived dependency on others lowers their “trust filters” for information, they are quicker to accept information, they want to believe.