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Employees encouraged to consider global influence in communication

“I know that you believe you understand what you think I said, but I'm not sure you realize that what you heard is not what I meant.”

The quotation, commonly attributed to the late President Richard M. Nixon, illustrates the difficulty of communication. Assuming you understand the intent of an individual’s words is the beginning of misunderstanding.

Individual perceptions have a profound influence on the communication process in a culturally diverse workplace where there is “sameness in difference and difference in sameness,” explains Cherie Buckner-Webb.

“We think we all speak in a language that can be understood,” she said during the second of a series on cultural diversity at ITD Headquarters. In reality, all communication is subject to interpretation, which is influenced by preconceived ideas or perceptions.

Buckner-Webb, an Idaho Legislator from Boise (D-19), is founder and principal of Sojourner-Coaching. She is nationally recognized as a speaker, trainer and coach on cultural diversity issues.

She encouraged ITD employees to look at diversity as a journey rather than a problem. Instead of one right answer, there are multiple perspectives; instead of one right action, there are numerous alternatives; instead of a narrow focus, there is an expanded focus; instead of sorted analyses, there are opportunities to ask questions and seek understanding.

Communicating with others, by necessity, must “get a little personal,” she insists.

If you don’t know how to address a person (Miss, Ms. or Mrs. for example), ask about their preference, Buckner-Webb suggests. She used her own ethnicity as an example and responded to audience questions by encouraging people to avoid making assumptions about personal preferences.

She also encouraged people to look at the workplace through the lens of diversity and inclusion, connecting across cultural differences and using relational interactions. Communication is irreversible, is a process with a sender and receiver, and is not a panacea, she said.

To connect across differences requires respect, acknowledging yourself, acknowledging differences, listening actively, avoiding assumptions, an awareness of “trigger” words, an emphasis on clarity and a pursuit of win-win communication.

Human Resource Services sponsors the quarterly brown-bag series on cultural diversity. Programs, held in the Headquarters auditorium, are arranged by Michelle George. The presentation by Buckner-Webb was distributed to ITD districts through video conferencing. It also was video taped for viewing by ITD employees who were unable to attend. For information about viewing the video, contact George at 7-8845.