As a reader of this professional e-magazine, you are likely concerned with communicating optimally with readers. You are concerned with choosing words that are comprehensible and without ambiguity, and take pains to ensure that the layout and design support the transfer of information perfectly. That is all very well. But how do you communicate with each other, with colleagues, clients and employees? Do the same rules apply here, or is there a gap between theoretical and applied communication science?
Let us take on the role of a fly on the wall in a medium sized company. In the documentation department, a slightly edgy, female voice is heard saying: “Now I need to go and ask that tongue-tied Müller from the Engineering department for the specifications, for the third time.” Shortly afterwards, Mr. Müller, seated two floors below, sees on the display of his telephone the picture of his caller. “Oh no. Now what does this fussy Schneider-Kroll from the documentation department want?” he wonders, under his breath.
You can well imagine how the subsequent telephone conversation between these two fictitious persons might have proceeded. Perhaps you do not need to imagine anything at all, and can recall from your own experience, for you have gone through these scenes, or similar scenes already?
Now we can speculate a lot on what might have gone wrong. Did Ms. Schneider-Kroll fail in doing ...
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