Written by Karen D. Swim
Jane was giddy with excitement. She had just won her first freelance writing assignment. Technically, she would not be writing but proofreading. Her client had written an e-book and needed another set of eyes to proofread. Jane meticulously went through the copy, reading every word and marking up corrections. When it was time to deliver to the client, she did her fourth and final check just to be sure. She emailed the client a marked up version and a “clean” version. The client had not asked but Jane was eager to deliver.
An hour after she had emailed the manuscript to her client, her phone rang.
Hello Jane, this is Miranda. I received the copy and this is not at all what I wanted.
Beads of sweat formed on Jane’s lip as she tried to keep her voice from trembling, “I’m sorry, I don’t understand. I proofread the copy and sent you two versions, did you receive them both?”
“I wanted you to get this ready for publication. You made no enhancements.”
“I thought you wanted me to proofread not edit.”
Now it was Miranda’s turn to be stumped. “Aren’t they the same thing?”
When I was in high school , I had an English assignment that taught me the value of providing clear directions. Our class was instructed to write the instructions for making a peanut butter and jelly sandwich for an alien visiting our home. Most of the class thought the assignment was silly until they attempted to comply.
The instructions were for an alien who spoke the language but was not operating from the same context of experiences. You could not take shortcuts or make assumptions but had to be clear and direct.
Jane and Miranda not only spoke the same English but lived in the same country, in the same state, less than 5 miles apart. Yet, there had been a complete breakdown in communications. Miranda thought she understood proofreading and editing, but to a writer they are vastly different.
In our effort to be understood, we may try to speak the language but if we incorrectly apply a term we may not get our hoped for results. When providing someone with instructions, it is important to be clear and give detail. When receiving instructions, it is equally important to ask questions, and confirm mutual understanding.
Being misunderstood is easy but clear communication requires patience.
Have you ever had a situation where you thought you were clear and the results indicated your error? What did you learn from the experience?
Karen Swim says
Hi Richard! Communicating with programmers can be a frustrating experience! As I was reading, I was nodding my head wildly recalling situations that nearly drove me over the edge! Definitely teaches you to be very precise and clear. 🙂
Richard says
This communication problem is very very prominent when dealing with programmers. The programmer does not understand your explanation, but thinks he does, and you do not understand the programmers explanation, but you think you do.
Particularly troubling is impatience when one or the other, during the establishment of a contract, decides he understands and ceases to pay attention to the other person’s efforts to clear up confusion over what may appear to be nuance or semantics. The consequences can be costly, both in money and in trust. If you find that the other party is too glib in his/her expressions of understanding find someone else!!!
Karen Swim says
Julie, I agree with you. I begin my own client engagements with both written engagement memos and a voice to voice interaction to avoid misunderstanding. It definitely helps to be specific. However, these errors in understanding are not limited to freelance writers but can happen in any profession even when people work together in the same department / location for the same company. It is extremely important, as you noted to repeat, clarify and check understanding not once but throughout a project.
Karen Swim says
Dwain, your point about slowing down and establishing understanding is a good one! We live in a “do more, do it faster” society where attention is frequently fragmented. How often have you heard the phrase, “but I thought you said..” in the halls of corporations. It happens but as you noted errors are for more costly.
Julie Mierau says
These types of misunderstandings give all freelance writers, editors and proofreaders a bad name. The responsibility lies with the freelancer to determine specifically what the client wants and expects — and is paying for. Take a few extra moments to clairfy what the project entails, put it in writing back to the client, and ask the client to sign off on the agreement. Those moments will save time and, more importantly, your reputation.
I spent 17 years as a freelance writer. I learned this lesson the first month and diligently applied it to every project I accepted, thereby creating an incredibly loyal client base.
Dwain says
Working in Europe, I found this happened often where there was a difference between oral and written comprehension.
While in a corporate role and now as an executive recruiter, I find it critical to clarify expectations. The stakes are high and the costs for error can be devastating.
There is a desire to move rapidly, but moving quickly with mistakes typically requires significantly more time. Net, quality time up front is the best solution.
Dwain
Meryl K. Evans says
You’re in luck, Karen!! I thought I had blogged about my miscommunication and I did. Here it is:
http://www.meryl.net/2007/01/words-with-multiple-meanings/
Just last night, I thought my husband said “cell phone” (hey, lights were off with light coming from only the TV) and he meant “stuff.” But this is a different kind of misunderstanding than what we’re talking about here.
Meryl K. Evans´s last blog post..Links: 2009-03-20 Writer Mama Winner Edition
Karen Swim says
@Meryl, thank you so much for sharing those suggestions, they are perfect. Since reading and writing are universal primary skills, people are inclined to believe the business of writing has universal language but as we know this could not be further from the truth. I wish you could remember that single word too, if you do come back and tell us. 🙂
@Janice, oh those images had me rocking with laughter. I utter that “let me just confirm” phrase so often that I even use when talking to myself! LOL! Um yea, I talk to myself…
Janice Cartier says
Clarity is huge.
Have you ever read the Amelia Bedelia stories? When asked to “dust the furniture” she does, with perfectly good “dusting powder” she finds in the bathroom. Asked to “dress a chicken”… yep, nice little pants ( not knickers, trousers)… “draw the drapes”, you got it, she sketches them…
Clarity, up front clearness.. yes, essential… and if there is any question a nice sense of friendly good humor is a help. It’s not insulting to repeat back the understanding. “Let me just confirm” or “let’s make sure we are both on the same page here”. Most clients appreciate it.
( and Friar that friend of family is ALWAYS a rock and a hard place, so if you ever choose to do it, you have to be right up front at the beginning, offer a “friends and family” rate, or do a barter, but it is an exchange one thing for another)
Janice Cartier´s last blog post..Alluvian Landscape
Meryl K. Evans says
I’ve had this happen before because of a misinterpretation of a single word. Wish I could remember the word. When clients ask me to do editing, I list tasks to confirm they have the same expectations. Writing content, writing copy, editing, proofreading have many meanings.
Meryl K. Evans´s last blog post..Guest Post: Writing is Rewriting
Karen Swim says
@Robert, it’s amazing how people from a different place (city, industry, country) can step into our world and help us see the things we take for granted in a whole new way. Adds a whole new dimension to communication, doesn’t it?
@Amy, speaking for me I love your use of Scots! However, I can see where hilarity would ensue. We have that here too, phrases /words that seem universal but mean something different. I think we must all be attuned and have a bit of humor and understanding. 🙂
@George, lol! Aw yes, I understand.We can learn so much from children. It’s funny to watch them talk to one another too, they make themselves understood without all the excess we attach to it.
@Barbara, it’s a really smart technique and one that marriage counselors use to teach couples how to communicate. I can almost see the eye rolling of kids but it works!
@Friar, man that stinks but you raise such an important point. It is especially important to communicate and confirm when it involves money. Not only that you expect to get paid, but how, and when. That could be an entire post series…
Friar says
My Moms good friend runs a vineyard. She thought it might be fun to get Friar to design a funny wine label. Friar does cartoons. Hey, let’s ask Friar.
She was trying to tell me exactly what she wanted. I really didn’t’ feel like doing this. I’m not free-lance artist. I don’t do wine labels. But they approached ME. She’s Mom’s friend. What the heck.
Never did agree on payment. I knew these people quite well. I assumed we’d work something out in the end.
Well, after 5-6 hours of sketches, emails back and forth….I didn’t draw exactly what she had in mind. It sort of fizzled out..and she ended up with some other kind of label.
Did I get paid? Not a CENT. Piss me off! If I had been a car mechanic, a laywer, a gardener, or anyone else, 5-6 hours of work would have been some significant cash. If I worked that hard on a painting, we’d be talking hundreds of dollars here.
Ironically, these people were quite wealthy too…(funny how rich people can be so cheap).
But because I was my Mom’s son…I guess I fell through the cracks, and didn’t get taken seriously as a professional. There was no malice involved…they were just totally oblivious. I guess they thought I’d do this for FUN.
Well, it’s my own fault. For not having specified the terms and conditions in the first place.
NEVER AGAIN. My policy now is “I don’t do commission work”.
I don’t do this for a living. I paint and draw what I want. When I want. If people want to buy it…great. But if they don’t, so what? (It’s not my day job).
Barbara Ling, Virtual Coach says
One thing I’ve learned that helps is to tell the other person, Okay, here’s what I heard – tell me…did I get it right?
Miscommunications are much more easily caught that way. It drives my kids bananas, mind you (as after every altercation I sit them both down and have them repeat back to the other what the first kid said), but really does help foster effective communication.
Barbara Ling, Virtual Coach´s last blog post..Adding sizzle to your elliptical workout
Tumblemoose says
Hi Karen,
Unfortunately, I have this crop up a little too regularly with my current SO. Different experiences and expectations I guess.
I will say I’ve learned a LOT about being clearer from my 5 year old girl. Give her an inch… 🙂
Cheers
George
Tumblemoose´s last blog post..Why aren’t you using OpenOffice?
amypalko says
As someone who uses a fair amount of Scots words, I’m continually getting others confused. I don’t do it on purpose – honest!
Mostly it results in a bit of a giggle and a learning experience for both, but it has got me into hot water a couple of times when my meaning was completely misconstrued. A very uncomfortable feeling which leads you to be a good deal more cautious!
Amy
xx
amypalko´s last blog post..Launch!
Robert Hruzek says
Wow, does this bring back a memory!
Some years ago, Mrs. MZM and I taught ESL (English as a Second Language) to a bunch of Chinese exchange students at the University of Houston. (No snide remarks, now!) Kinda fun, actually, ’cause it makes you really think about your language instead of just, y’know, sayin’ it.
One day we invited them all over for supper, and it was a blast! We served baked potatoes with all the fixin’s, and you’d have thought we served ’em Pheasant Under Glass. They’d never seen potatoes made that way.
But it really brought home how such simple things can mean so much to folks.
Karen Swim says
@Joanna, communicating across the globe has helped me be more aware too. Yesterday though I had the funniest exchange with Trish about a website design and borders and backgrounds. She was using one word which meant something completely different to me. It reminded me of how easy it is to screw it all up. LOL!
@Andrew, your comment and experiences really provide a lot of value in this discussion. I’d love to have you talk abut that more here if you’re ever up for it. I used to spend a lot of time with Spanish speakers and know very well what you discuss. As you note even when speaking to native English speakers it truly helps to check understanding and use broader examples.
Andrew says
Karen,
Living in a country with non-native speakers, I come across the issues with mis-communications all of the time, even when dealing with Korean English teachers or those who can speak English fairly well.
In the context of dealing with non-native English speakers, I find it particularly important to use very easy words and speak quite loudly and slowly.
When giving them any form of written communication of any reasonable length, it is critical to keep re-state the key point(s) several times throughout the memo or message.
But crystal clarity is no less important when dealing with natural, native English speakers as well. As you say, it is all too easy for the message to come across in a misleading way if word usage is not chosen carefully.
Andrew´s last blog post..Should the illicit drugs industry be legalized?
Joanna Young says
Karen, this is very true, and I so often find examples of where we’re using the same word to mean different things.
I think I’m better tuned into this after spending so much time online, and being aware of language differences and meanings of words.
Joanna Young´s last blog post..Are You Tuning in to Positive Feedback?