Women are from Venus and men are to the point. Or how does the saying go? You know the situation – women want to be heard and men want to solve a problem.
I don’t have the magic trick to make men and women communicate effortlessly but I can share one little trick to communication that certainly will help you better understand how to communicate with anybody. I have found that this deeper understanding of communication has been very helpful in all conversations in life.
Information is power?
We live in an age where information is abundant and still the right information at the right time can be the most valuable asset. The number of technologies and channels for information sharing has exploded over the past 20 years and still we pay little attention to verifying the meaning the information.
Talking about information is actually a bit tricky so let’s start by trying to understand the concept of information. The scientific definition of the word is very different from the common, everyday use of the word. In science (information theory), information is a measure of the uncertainty of an outcome — in other words, a measure of the number of possible underlying combinations of data that a message could represent, totally excluding the meaning of what is transmitted.
On the other hand, in everyday use of the word, information is an expression for manipulating and organizing data in a way that adds knowledge to the receiver. In this meaning it is important to understand that a core characteristic of communication is that it is transmission of information in the reduced state of data.
A popular example of this is the famous exchange between Victor Hugo and his publisher after the publication of “Les Miserables” in 1861. After completing “Les Miserables,” Hugo left Paris for vacation. Being curious about the reception of his book, he sent a letter to his publisher only writing “?”. The publisher answered with “!” — and indeed “Les Miserables” was a success. Despite the very limited information exchanged, they both understood each other perfectly.
What is information?
The common understanding of information is that it is an expression for manipulation and organization of data in a way that adds value to the receiver. It is common to talk about Data – Information – Knowledge – Wisdom (DIKW). In the DIKW chain, data is the basic level, symbols, uninterpreted, and “as is”. When manipulated, organized, and put into context, data becomes information. When you know how to use the information, you have knowledge, and finally when you know when to use what knowledge, you have wisdom.
In this explanation, data does not have meaning and information is subjective. Both the sender and the receiver of data decide how to manipulate, how to organize, and in which context to put the data. Information can be transferred in various forms (newspaper, internet, email, picture, etc). Knowledge only exists in the heads of people; It is highly personal and is harder to transfer since it is concerned with how to use information and the possibilities are endless. A document used for knowledge transfer may cover the most plausible ways of how to use the information, but hardly all of them. When talking about wisdom you add morals and ethics to guide when to use which knowledge.
The importance of what is not said
We think we understand information, but to fully understand what information is, it is useful to introduce exformation, a term coined by Danish author of popular science Tor Nørretranders.
Exformation is produced when information is created. It is all the things that are not communicated. Nevertheless, often expected to be understood by the receiver. This presupposes that the sender and the receiver have a somewhat common understanding of the contextual framework within which the communication takes place.
Before the sender sends the message there is a process of removing unnecessary information. This process is called incitation. There is an unconscious incitation in which the sender’s values, ethics, and mood are reflected — also, a conscious incitation based experience from previous conversations about the topic, previous conversations with the receiver, the current situation, and the reason for sending the message.
Upon receiving the message, the receiver has to put the message in a context to interpret the message. This process is called excitation, and it’s the process of adding information based on individual values, experiences, motivation, the situation, and the receiver’s perception of the sender to create meaning for the receiver. Based on this interpretation of the message, the receiver will shift to being the sender of an answer and starts the incitation process to make the information transmittable. In course of a dialogue there are several circles of incitation and excitation, and plenty of exformation — in other words, plenty of opportunities for misunderstandings.
The theory is applicable to every day life as well. In art, poetry, fiction, and comedy, the degree of difference between the incitation process and the excitation process is the difference between success or failure. An unquantifiable but distinct difference may lead to what we call creativity, an unexpected perspective on the transmitted data that creates new insights. In a work of art, there has to be enough exformation to stimulate the receiver’s associations and create meaning, but with too much exformation; If the receiver’s contextual framework is very different from the sender’s, the receiver will not understand and may deem the work of art as rubbish.
Going back to the example of Victor Hugo, it is very clear that he and his publisher referred to the same contextual framework, and this allowed them both to create lots of exformation; They reduced the transmitted information to single characters and still maintained perfect understanding of each others’ meaning.
3 steps towards more meaningful conversations
In any conversation where you want to create mutual understanding, not necessarily agreement, try to keep the following three steps in mind.
- Focus on the conversation so you are receptive to all the things beyond the words being transmitted.
- Ask questions to better understand the receiver’s excitation process. Do you have an example? Do you have experience of this? How do you feel about that? What did you learn from it?
- Help the receiver to understand your meaning by sharing elements of your incitation process. Is there exformation that should be put back into the conversation to facilitate understanding?
It will not work if you focus on the three steps — remember point 1 above — but with some practice, you can focus on the conversation, create flow, and intuitively inject point 2 and 3 to facilitate the conversation and create mutual understanding.
I hope that my incitation process in writing this has (consciously and unconsciously) lead me to transmit this message in a way that your excitation process puts it in the context it was intended.
Did I succeed?