Flat Lines and Filters

The most important thing in communication is hearing what isn’t said.
- Peter Drucker

In Reader’s Digest some years back a story is told of a federal worker cleaning out his office files. It was a Monday afternoon and faced with mountains of old documents and reports, he stacked them on top of his wastebasket with a sign reading: “Rubbish.”

The next day, the papers were still there, so he added the words, “Please remove.” On Wednesday, nothing had changed, and therefore a more explicit notice was used. “This is rubbish,” it said, “I do not want it. Please remove.” Thursday revealed the need for still stronger words: “This is rubbish, refuse, garbage, get it out of here!” This sign had been heatedly scrawled with a red felt-tipped marker. On Friday, the papers were still not removed. However, a small note in pencil had been written beneath Thursday’s sign. It read: “Cannot remove unless marked ‘trash’.

Let’s face it, communication styles are as varied as leadership styles and striking the right balance can be a challenge. Frustrations can mount like that of the worker who could not get rid of the trash in his office simply because of a communication barrier.

In his book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, Lee Cockerell shares an insightful perspective about lines of communication. He writes, “It’s almost always a good idea to minimize the number of layers in your organization, so you can deal directly with as many people as possible. Each layer through which information is filtered multiplies the inaccuracies and distortions, making it much more likely that something minor will snowball into a serious problem.”

A leader who desires to be an effective communicator is dependant upon many factors not least of which are flat lines that extend to and from as many people as possible. Organizational layers need to be few in order for the delivery of transparent and reciprocal information. Consider these three observations about flat line communication.

Flat line communication connects people. In his book, Everyone Communicates, Few Connect, John Maxwell states, “I believe that almost everything we become and all that we accomplish in life are the result of our interactions with others. If you also believe that to be true, then you know that the ability to connect with others is one of the most important skills a person can learn.”

A challenge within many organizations is too few channels in which information can flow. Filtered information is information denied. And this can potentially have dire consequences for your organization. As you learn to flat line communication channels you will have a connection with your people that will broaden your perspective and one your team will appreciate.

Flat line communication builds community. When your team comes together on flat lines the ground is level. Community is built when communication sources up and down the line are valued. When value is given; value will be received.

When was the last time you heard directly from the workers in the trenches within your company? Do you seek out advice as generously as you give it? Community is built through communication. Community in your organization is the result of connected people.

Flat line communication breaks barriers. In his book, Rules of Thumb, Alan M. Webber writes about the effects of border guards within your corporate structure. His thesis is that you need to keep people around you that aren’t afraid to speak the truth to power.

He states, “Border guards in the form of administrative assistants or executive vice presidents keep these disagreeable people away from the boss. If you’re the leader, whether you let them into your life-at home and at work- is a choice only you can make.” The best job for border guards is to open the doors of communication not close them. Flat lines built on trust and respect will do you more good than any fear you had otherwise.

Flat lines are your pathway to connecting with your people, building community, and breaking barriers. How flat are you?


© 2011 Doug Dickerson