Can You Hear Me Now?

Most of you will recognize the title for this week’s journal entry. For a number of years Verizon Wireless effectively built a case for their brand’s cellular network reliability by placing a non-descript actor wearing the company uniform in dozens of unusual and remote locations where his single question “Can you hear me now?” was always met with an affirmative response. Consumers came to trust his claims and Verizon now uses this same character, along with dozens of his colleagues, to tout the strength of their network as well.

In the context of leadership, this question illustrates an important disconnect between what we say and how others hear our message. In fact, too many leaders at every level in business and government offer confusing and sometimes incredulous responses to even the most basic questions. House Speaker Nancy Pelosi spent an entire news conference this past week offering stilted and sometimes outrageous remarks about her knowledge of intelligence briefings. If we practiced her approach to communication, my title question might sound like this: “Are we capable of maintaining a modicum of consistency within our broad range of coverage so you may know and understand the nuances of your voice parameters without fail?”

As ridiculous as my example may seem, an approach to communication that is truthful and transparent often seems out of reach. We are bombarded with corporate lingo that includes overused metaphors and mind-numbing acronyms. Our political leaders use evasive and deliberately ambiguous words and phrases to parse the truth and protect their own self-interests. Where is the leader willing to speak plainly about our problems and challenges?

While I love the English language, and admire those who eloquently use it to weave imaginative stories, challenge us with poignant prose, and ignite us with inspiring visions, I also long for a simpler way. Where is the leader willing to offer direct, yet compassionate advice? Who will be the politician that admits they made a mistake or don’t have an answer to a pressing problem? When will employees have the courage to confront each other’s behaviors in the workplace with dignity and respect?

Might the simple phrase “Can you hear me now?” hold promise for a new way to communicate? Could each of us make a commitment to clarity and common sense in our conversations? Will we banish banality from our speeches and presentations? Can we agree that leaders need to ask fewer questions and listen instead? Did I just hear a resounding “yes?”