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Effective Communication

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Comunicación efectiva para la vida cotidiana

–Ay, es que yo no entiendo cómo se pudo molestar. Si le mandé un mensaje antes de irme. ¿Acaso no habré sido lo suficientemente clara?

A veces nuestra comunicación con quienes nos rodean no es tan efectiva como lo creemos. Cometemos el error humano de asumir que la otra persona de alguna manera tiene la misma estructura de pensamiento que nosotros. Pero no, no es así. Es importantísimo que tengamos muy claro que la comunicación es el engranaje que mantiene unidas y funcionales a las relaciones, ya sean personales o profesionales. Como a esa chica que no supo expresarse lo suficientemente claro, a todos nos ha pasado que en nuestra mente, todo tiene sentido pero al momento de decírselo o hacérselo saber a las personas nos encontramos con malinterpretaciones y lecturas equívocas de nuestros mensajes.

Para empezar, tenemos que filtrar lo que decimos en relación con quién lo decimos. Por ejemplo, una noticia como el hecho de que estás embarazada puede ser manejada de distintas maneras dependiendo de las audiencias. A tu esposo se lo puedes decir en privado y en persona quizá con una pista o de manera directa. Pero no puedes hacerlo de la misma forma con el resto de tu entorno. A tus papás y a tus suegros quizás les llamen por teléfono, a tus amigas les pedirías te acompañen por un café, o incluso a la cita con el doctor. En la oficina lo anunciarías mucho más delicadamente y manteniendo los detalles al mínimo.

La comunicación personal puede parecer muy sencilla a simple vista ya que no implica tantas formalidades sino que se establece en un ambiente mucho más cercano a nosotros mismos y con personas de nuestro entorno con las que se supone estamos en un nivel de confianza muy alto. Y sí, es más sencillo pero no por ello debemos confiarnos porque es en este rubro en que la comunicación tiene mayor importancia tratándose de personas que tienen presencia en nuestras vidas personales.

Siempre debemos situarnos del otro lado, analizar a fondo las posibles implicaciones de lo que estamos a punto de decir, considerar todas las posibilidades de malinterpretación de la información. ¿Cómo puede entenderse lo que voy a decir? Teniendo en mente todo lo que puede salir mal es muchísimo más fácil acertar con el modo de manejar el mensaje. Y esto no sólo aplica a la comunicación personal en la vida cotidiana, también es un ejercicio de gran utilidad para la comunicación más formal en el ambiente laboral.

En cualquier ámbito profesional es necesario tener nociones básicas de lo que una comunicación efectiva es, de manera que podamos interactuar con los agentes a nuestro alrededor y que en conjunto se logren resultados positivos y acordes a las metas que tengamos establecidas. Comunicar va mucho más allá de decir lo que se piensa. No es convertirse en un libro abierto al cuál todos tengan acceso, sino establecer canales de información de acuerdo a lo que queremos compartir y con quién.

A un compañero de la oficina no necesariamente debes confesarle los detalles de tu infancia o tu vida amorosa; pero sí todos los pormenores de la última convención a la que asistieron, tus opiniones, datos relevantes, observaciones y puntos a mejorar en siguientes eventos. Para una comunicación laboral efectiva debe abordarse la cuestión del trabajo en equipo. Determinar cuáles son las habilidades y aptitudes de cada individuo para desarrollar un plan de trabajo funcional y que saque provecho a los talentos que cada quien posee.

También es clave definir los canales de comunicación por los que fluirá la información en el ámbito laboral. Es decir, no todos deben enterarse de todo, ni de la misma manera. Por lo tanto es muy importante que se establezcan métodos de envío de información. Quizá con tus compañeros pueda ser algo más informal como un correo electrónico con revisiones de los documentos y aportaciones personales. Con miembros de otros departamentos la comunicación podría ser en juntas en las cuáles se expongan los avances de cada sector para así tener una visión global de los avances generales.

Pero la comunicación con el jefe o con autoridades máximas no puede ser llevada a cabo con los mismos mecanismos, si bien se trata de algo más formal también es mucho más personal en cuanto a que este tipo de comunicación deberá llevarse a cabo ante una audiencia menor y con un bajo perfil. Quizá sólo sea necesario llevar un Brief de los avances hasta el momento para que el jefe los evalúe de manera superficial pero en conjunto. Esto es tan sólo un ejemplo muy burdo de cómo en una organización la comunicación es un aspecto clave de la obtención de resultados y el cumplimiento de las metas.

Un mismo mensaje puede ser tratado de mil y un maneras para conseguir el efecto deseado en los distintos receptores. El punto es saber comunicarse con quienes te rodean para que la interpretación que cada quien de a lo que estés diciendo sea lo más apegada posible a tu idea original.

Herramientas como las redes sociales, los teléfonos que cada vez se han convertido en aliados para nosotros y los medios de comunicación son tan sólo eso, herramientas que nos asisten en el trabajo que involucra comunicar algo, tan sencillo como el anuncio de la llegada de un nuevo integrante a tu familia o tan complejo como la venta de la compañía en que laboras a un gran corporativo internacional. Y no es que una noticia sea más importante que otra, es sólo que debemos aprender a manejar los mensajes y las audiencias para evitar que el mensaje se pierda en el camino y que como resultado tengamos lagunas de información en las que todos creen saber pero verdaderamente no comprenden ni la mitad de lo que saben.

La comunicación no solamente se refiere a saber hablar en público o redactar un informe, se trata de poder interpretar un mensaje de mil maneras y elegir la que queremos que nuestra audiencia tenga. No siempre se van a tener un éxito rotundo y una concordancia perfecta entre lo que se quiere dar a entender y lo que en verdad se entiende pero al menos podremos conseguir una versión aproximada a nuestras intenciones.

González, Ana Luisa. 2012. Comunicación Efectiva Para la Vida Cotidiana. ITESO. Guadalajara, México.

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