Stop the talking!
People ask questions, and when answered, do not respond. People are asked questions and an answer is not received. Subsequently, a phone call or a face-to-face meeting happens. Something is expressed in an abstract, time-bound utterance. An offer/decision is backhandedly dealt and almost instantly withdrawn (possibly). A conversation/discussion takes place, and simply vanishes into thin air without a trace, without being committed to written record and/or followed through. Almost as if the conversation/discussion didn't take place at all! Thus, one begins to doubt oneself, question one's own sense of reality. Yet when topics are picked up on in writing, people fail to respond. The blank email inbox and innocently empty mailbox conceal a hidden agenda of swords and daggers. They indicate an absence of communication and a lack of accountability. It's this that we challenge at its route source.
Whilst talk is a reasonable form of communication in articulating a "shared vision", this is only a temporary illusion. It's emotionally and spiritually effective, whilst physically and psychologically ineffective. It's an obstacle to accountability in its very nature of being fluid and intangible. In business contexts, talk should be a means to an end, not an end in itself. We're human too. We like to talk and share a good feeling. It's lovely and nice (depending on the context). We like to give ourselves and one another a break once in a while, and there is a time and place for that. However, whilst easier in the short term, talk creates confusion in the long term because it's not committed. Why have a two part thing of talk then having to commit it into writing afterwards when you can simply skip step one and formulate everything straight into writing? Just keep it in the back of your mind that talk, to the same degree as developing relationships, ideas and thought processes, raises the threshold of disappointment. Things can be said and not substantiated. Moments are lost and forgotten. Communications aren't picked up on. People are too "busy"* to follow things through effectively and translate talk into action.
*busy = inability to manage one's own time.
Let's simplify communications. Let's reduce communications to their basic, elementary form and strip out all of the emotional confusion that is the enemy of solid, concrete accountability. Let's communicate information neutrally and transparently. Yes, I repeat: talk is a reasonable form of communication, but in its fluid, transitive, time-bound transmission, lacks accountability and is an inferior, deficient form of communication. Simply because it's impossible to verify/falsify what was discussed/agreed (unless it is committed to a sound recording, which throws up a minefield of technological complexities). On the other hand written communication puts action into account.
Phone lines down
This post highlights a straightforward communication issue on the part of the client. This client could have simply indicated from the outset (11/10/2013) that they were not willing to offer any feedback, which wouldn't have been an issue.
However, their inability to communicate has rebounded on them leading to frustration. Ultimately, it amounts to a pending/unresolved database query - which was eventually resolved and ticked off.
This is a follow-up article to the one from last July, and explores unresolved queries after the booking has happened.
View Part 1: Unresolved Queries #1: Enquiries
What is an "Unresolved Query"?
An "Unresolved Query" is a record on our system whose status has been marked as "Pending". A "Query" is a written question or request that solicits an answer or action, a "call to action" (most of the time, simply a positive or a negative affirmation, i.e., a "yes" or a "no").
Our number one value is communication.
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