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Keep it clean – communicate well

Maybe it was the direction of my downward dog demonstration. I saw her face reflected from behind me. In any language, it clearly said...

Maybe it was the direction of my downward dog demonstration. I saw her face reflected from behind me. In any language, it clearly said…

Cambodia is one of those countries that highlights how to make communication work.

I flew in about midday after a night flight via KL. I felt shabby, dry, sweaty and krusty all in one and headed to the gym to make room for some tradition Khmer cooking.

There was only two of us there – myself and an older, South Korean woman doing yoga on the floor with incredible flexibility, serenity and form. Over the course of an hour, I somehow managed to not step on her once as she stretched and contorted and I sweated and grunted my way around the machines and free weights. It was pretty bloody awkward.

We were both leaving at the same time, eye contact was made and I felt it important, as an ambassador, to compliment on her yoga.

“You do yoga very well”.

Vague smile.

“Yoga, Namaste” – hands held to heart centre. Stoney face.

So I dropped into some warrior one, transitioned artfully into warrior two… nothing. Feeling foolish, I smiled and figured that was it for the cultural exchange for the day. No reaction.

Maybe it was the direction of my downward dog because as I turned, I saw her face reflected behind me on one of the machines. In any language, it clearly said …

“Seriously dickhead, what are you on about.”
Misunderstandings can be awkward.

Misunderstandings can be awkward.

Its so important to get our communication right. Social media, internet, geeky 14 year olds who communicate with their thumbs and not their mouths means it all happens in short sharp bursts. It needs to be precise, polite and unambiguous in all forms of communication. Attention spans aint what they used to be.

Emails need to be super sharp. Sure, start with polite introduction, how’s it going, all that. But unless you are writing to your gran, get to the point, clarify the issue and the action required. Banging through 100 emails in a day can mean I go through around 10,000 words. That’s a small thesis. Thankfully my replies are via voice dictation.

I did actually meet an incredibly successful MD a few years ago whose emails were all bullet points. Effective but harsh. Very instructive. Then again, he had 100 staff and was worth a bazillion so it must work.

Websites, social media updates and facebook – we skim read. Remove the fluff – bullets and pics work great. First paragraph needs to be uber catchy because on many sites the rest of the content is hidden under a “read more”. Tweeting? Even less.

Image gallery? Most won’t tolerate 165 images. Love you like a brother, but if you can’t make me fall in love with him/her/it or there in 25 of your best shots, I may get lost on page one. Unless its my niece, seriously, she’s super cute.

We have ALL done this one. Mr Sok was my driver in Siem Reap. Lovely man, all good, limited English. Very funny hearing someone else try and explain something to him. It started simple.

communicate well_middle

“Mr Sok, I want to go to xxx shop. You know where it is?”

Mr Sok said “No”. Naturally, the other person said the same words louder and slower.

“THE XXXXXX SHOP”

Slight discomfort in Mr Sok. The next bit, ready to cringe, you’ve done it too… it started with a sigh and a roll of the eyes.

“The XXX shop. They sell these jeans and electronic devices and my friend said that it was pretty near this café that did the great coffee, you know, the really good coffee from the gay couple who are from Melbourne that know the guys from the peace café and…”

“Oh, Peace café… yes, I take you Peace Café…”

Someone came over and explained in Cambodian to Mr Sok where they wanted to go. Mr Sok told them it closed last week. That’s why he said no. In making it simple they made it more complex.

But there is a MASSIVE exception to this direct and functional form of communication. Face to face and with people, especially selling travel. You don’t want to try and replace the internet, you do want to dream and dally with them, eek out what matters. Converse, build some options, watch for reactions, engage, smile.

Stand as they enter and welcome them to sit and take part in the world of which you are the expert.

Most importantly, be careful which way you point your downward facing dog.

If you’re a communication expert, sign up here to WIN a “Keep calm and let the Travel Agent handle it’ T-Shirt.