Communication for Understanding
Focusing on communication
By Lisa McClure– Keystone Head of School
It is generally accepted that good communication is important in all aspects of our lives. Clear communication becomes even more critical in a distance learning program, where we do not have the benefit of reading body language and facial expressions when communicating.
Clear communication is always a two-way street. At Keystone we work hard to make sure our communication is clear and straightforward. When there are questions or when we are not as clear as we thought, we rely on our customers to communicate back to us with questions and concerns.
I have personally adopted three rules for communication for myself. Check them out and see if they ring true for you as well.
1. Try not to react to a written communication. Emotion can get in the way of understanding. If a certain word or phrase triggers an emotional response, it needs to be processed before responding to the message. Waiting until later in the day to craft a response works best for me.
2. Check all written communication for bias and assumptions before sending it out. We all come from different educational and family backgrounds. My first re-action as a reader is to assume that the writer comes from my same experiences. Recognizing the likelihood that the reader does not share my experiences increases my level of clarity. This can help to reduce the likelihood of misunderstanding.
3. Pick up the phone and clarify issues rather than extending a string of e-mails that are not solving the problem. Too often it is easier to hit reply and make sure I am “heard” rather than making sure my response is moving an issue toward resolution.
I can pledge to you that Keystone teachers and staff have a passion for student success and will always try to communicate clearly with the goal of promoting understanding. When we miss the mark, it may be that we should have taken more time to craft a communication or given more consideration to a bias or assumption that may not be shared. We will continue to work on improving.