“If, at any given moment, we know exactly what we are trying to achieve, whether by the end of the next quarter of an hour, hour, meeting or lunchtime, we are a thousand times more likely to achieve that goal than otherwise” (Ann Latham, author of “The Power of Clarity”)
Imagine the scenario: your boss asks you to “review” a draft report she has written for a client. You agree enthusiastically, keen to make a start straight away. But then as you sit down with the report, the questions start to come… What exactly are you supposed to be reviewing here? Is it feasibility? Accuracy? Persuasiveness? Or did she simply mean for you to check her spelling, grammar, and punctuation?
The above may seem like an extreme example but it’s surprisingly common. We’ve all been guilty of making vague requests, of asking our team members to “look into” something without really defining what it really is that we want from them (even though it may be clear in our own minds). Equally, we struggle at times to ask for clarification; perhaps we fear being ridiculed or looking stupid in front of others. And if we are working in our second or third language, this adds another, extra layer of complexity to the situation.
Why is it so important to have clarity in the workplace? Firstly, and perhaps most importantly, it reduces the potential for conflict. In her 2021 publication “The Power of Clarity”, Ann Latham reveals that 95% of workplace conflict is caused by a lack of clarity. She goes on to explain how disclarity can lead to feelings of frustration within teams with employees struggling to understand exactly what it is they are trying to accomplish.
We naturally feel more confident and more energised when we are clear about what we are trying to accomplish. Our focus is sharp, we are in sync with others, and we are in a position to contribute our very best. Lots of positives then!
Let’s have a look at some internal and external tools you can easily apply at work when you are looking for further clarification:
1. Don’t second-guess
Instead admit that you need clarification and ask for it. This shows that you are listening, but also that you want to make sure you have understood all the important details:
· "I think it might help me if I understand a bit more about…”
· "Could you give me a concrete example to help me understand…?”
· “Could you give me some more details about…?”
· “Am I right in thinking that….?”
· "Could you explain a bit more about…?”
2. Push back against vague requests
Ann Latham describes verbs such as ‘review’, ‘communicate, ‘update’, ‘discuss’ and ‘report’ as treadmill verbs: “These verbs have no destination…. they demand no outcome, no tangible sign of progress. They epitomise a lack of clarity”
Pay attention to when you hear (and use!) these treadmill verbs and don’t be afraid to ask for more clarification. Define exactly what is needed and ask for specific examples, if necessary:
· “To make sure we’re on the same page, what I’m picturing is…. Does that sound right to you?”
· "Do you have an example that you can share with me?”
· “Is there anything similar we have done in the past that would be a good model to look at?”
· "Are there any specific ways you would like this to be different from… or….?”
3. Ask for specific examples
If there’s a specific term or point that is unclear to you, don’t be afraid to name it. This helps the other person to focus on providing clearer explanations in this specific area, rather than trying to guess which part you may not have understood:
· “What exactly do you mean by…?”
· "When you say…. do you mean…?”
· "Could you explain what you mean by…?”
· "When you say…. do you mean…?”
4. Summarise
If the conversation has been a lengthy or complex one, it can be helpful to paraphrase or summarise what has been said up to now. This is a very effective technique to acknowledge the other person, show we are listening, and check our own understanding:
· "Let me see if I’ve understood correctly….”
· “If I understand correctly, you would like me to…. Is that correct?”
· “It sounds like what you’re saying is…. Does that sound right?”
· “So, you’re saying that….?”
5. Offer thanks
After your speaking partner has provided the necessary additional information or clarified your query, take a moment to thank them and state that you have understood. This allows you to move onto other topics and assures the other person that you are on the same page:
· “Ah, I got it. Thank you!”
· “Ah, I see. Thanks for clarifying”
· "Thanks for clarifying. I understand better now”
· "I appreciate the clarification. Glad we agree on that”
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