communication

Explaining The World In Our Own Words: A Path To Understanding

 

The best way to understand something is to restate it in our own words.

German sociologist Niklas Luhmann was a proponent of reading in this way. He recommended against underlining or highlighting text. He captured quotations infrequently. Instead, he tried to understand the gist of the important ideas he read and restated them on a separate piece of paper in his own words. He wrote his insights from these ideas on note cards, which went into a slip box and connected to ideas on existing note cards — a Zettelkasten system, or what Sönke Ahrens calls Smart Notes. Over his career, Luhmann formulated some 90,000 such notes, enabling him to write 70 books and hundreds of academic journal articles.

Niklas Luhmann — Credit: alvaro_bsm | Flickr

Niklas Luhmann — Credit: alvaro_bsm | Flickr

Richard Feynman, 1975, in Burnaby, Canada — Credit: S. Johnston, History of Science: A Beginner's Guide (Oxford: OneWorld 2009) | chapel cross | Flickr

Richard Feynman, 1975, in Burnaby, Canada — Credit: S. Johnston, History of Science: A Beginner's Guide (Oxford: OneWorld 2009) | chapel cross | Flickr

Physicist Richard Feynman also advocated learning by communicating. He famously stated that he didn’t know whether he really understood something until he could give an introductory lecture on the subject. “The principle is that you must not fool yourself, and you are the easiest person to fool.”

If you listen to The Daily podcast, you know that Michael Barbaro of The New York Times may be the master of this technique in the field of interviewing. His style is to ask open-ended queries, then a few follow-up or clarifying questions. After several minutes of this, he interjects a “Let me see if I got this” type expression — then restates the interviewee’s main idea in his own words. He often phrases his restatement with a narrative punch: highlighting contradictions, ironies, and surprising details. The interviewee usually confirms that Barbaro understands the idea correctly, but other times the interviewee clarifies or expands further on a point. By now, as a listener, we feel confident that Barbaro understands it — and we feel confident that we understand it too. Now this tactic might feel predictable to regular listeners, but it is not formulaic — Barbaro rephrases the idea using his language rather than repeating words.

Michael Barbaro interacting with students at Scripps College — Credit: Scripps College | Flickr

Michael Barbaro interacting with students at Scripps College — Credit: Scripps College | Flickr

Learning in this way induces us to listen to a speaker attentively; to comprehend the text deeply. There’s no margin for tuning out or half-consciously glossing over a page. We must be engaged.

By using our own words, we integrate an idea into our existing mental models. The idea links to other ideas. The connection reflects a deep understanding rather than rote memorization. As a side benefit, though, we are more likely to recall the information because the idea is made meaningful through its connection to our existing knowledge.

Having to restate an idea checks our understanding — do we really get it? Learning is an iterative process, where we keep identifying what we don’t know and refocusing our energy on the most difficult material. If we find ourselves struggling to reformulate a restatement, we may need to ask more questions or return to the text.

Restating another’s spoken words also generates empathy. When we reiterate others’ perspectives, we step into their shoes, like an actor getting into character. We engage our mirror neurons. We feel others’ emotions as we describe their experiences in our own words. And if we can explain what others just said — in our own formulation — they will correctly perceive we’ve understood them. In turn, they may feel like sharing more, continuing a virtuous cycle of communication.

Finally, explaining the world in our own words is creative. By reformulating an idea, we move it to a new context — fastening it to our existing ideas and perspectives on the world. The new connections infuse the original idea with new meaning. We thus transform the idea into something else, forging a new idea altogether.

 

5 (Other) Reasons To Go To The Gemba

The gemba is the place where the work is done. Lean managers "go to the gemba" to see it for themselves (genchi genbustu). This might be done during a continuous improvement (kaizen) project. Recently, I've had the pleasure of spending many hours in the gemba with our support staff. We are going firm-wide with a new document workflow, which we've been testing with a pilot group for the last six months. During our sessions, we've identified a lot of waste and generated great ideas for improving our processes.

I've also discovered -- or maybe rediscovered -- five other reasons for going to the gemba.

  1. Reaffirm respect for people. As a manager, it's easy to get preoccupied with your own work demands and forget about the day-to-day contributions others make to the organization. Seeing your people in action reminds you of their talent and dedication.
  2. Communicate. Organizations usually use email, intranet posts, and large meetings to communicate their goals and plans. But one-on-one meetings and small groups allow for more frank and focused discussions. And some people aren't comfortable talking at formal meetings. The gemba might be just the right context for a critical interaction. It also gives people the chance to ask questions, in person and in real-time. Sometimes the gemba is the first chance you get to really explain why you are doing a particular project.
  3. Remind people that you care. This might sound overly sentimental, but spending time with your people reminds them that you genuinely value their work and talent. It also reinforces the message that you appreciate their ideas and contributions to designing work processes.
  4. See other important issues. You might observe a problem that demands an immediate response. Perhaps it's a major form of waste with a quick or even an on-the-spot solution. Sometimes a person's worklife can be radically improved just by realizing they need a new $6.00 tool. And though hopefully there aren't any safety problems, but if there are, this is a chance to correct them before someone gets hurt.
  5. Learn something new. By watching and discussing the work with your people, it's guaranteed you'll learn something unexpected about your organization, your industry, and the work.

It's hard to take time away from your work to go to the gemba. But these reasons make it well worth it.

Don't E-Disagree

Here's what Don Lents, chairman of Bryan Cave, has to say about electronic communications versus business travel:

“You should never engage in a disagreement electronically,” Mr. Lents said he advises [lawyers at his firm]. “If you are going to disagree with somebody, you certainly don’t want to do it by e-mail, and if possible you don’t even want to do it by phone. You want to do it face to face.”

...

“That’s an important message that does not necessarily come naturally to a lot of younger people today who have grown up with so much of their communications being by texting and e-mail,” he said. “I tell our younger lawyers, if you think you are going to have a difficult interaction with a colleague or a client, if you can do it face to face that’s better, because you can read the body language and other social signals.”

“In texting and e-mails or even videoconferencing, you can’t always gauge the reaction and sometimes things can have a tendency to be misunderstood, or they can ratchet up to a level of seriousness that you didn’t anticipate,” he added. “In person, you see that somebody reacting in a way that you didn’t expect. Then you can stop and figure out what’s going on, and adapt.”

Genchi genbutsu in action. Human interaction is so complex and dependent on subtle cues. Especially when two people disagree. I can't think of a context where it is more important to go see for yourself to thoroughly understand the situation.

D. Mark Jackson

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