„‚ CONDITIONS THAT HINDER EFFECTIVE COMMUNICATION

oof?” A second set of probes is used to access auditory information: “What is the eighth
word of the national anthem?” “When you open the door to your house, what is the first
sound that you hear?” To derive kinesthetic information, the following types of probes
are used: “Imagine that it is a cold winter day and you have just stepped out of your
warm house. What are your feelings?” “Which hand do you use to answer the phone?”
As a volunteer engages in this activity, the relative emphases that he or she places on the
three systems become evident.
The Communication Model can be used to analyze and correct a communication
breakdown as well as to improve an individual’s recall of important information.
Analyzing and Correcting Communication Breakdowns
If two people are having trouble communicating, the problem can be diagnosed by
analyzing the principal representational system being used by each person. If it is
discovered that these people tend to emphasize different types of imagery, their
communication can be improved by involving a third person to translate for each in
terms of his or her preferred system. As a result of this process, each of the original
parties hears terminology consistent with his or her preference but based on the other’s
representational system. When such a process takes place in a group setting, the others
who are present may point out and explain what is being observed. These explanations
help the two parties to understand that their inability to communicate is based not on
unwillingness to do so but rather on the fact that they have different styles of
communication because they use different representational systems. Ultimately, each of
the two may become sensitive to the other’s style and may generalize this sensitivity so
that the communications of others are more understandable and acceptable.
Such sensitivity can be a valuable asset when communicating with supervisors,
clients, family members, close friends, and fellow group members. The individual who
can identify another’s preferred representational system can employ that system to
communicate effectively with the other person. For example, when presenting a
proposal to a supervisor whose orientation is visual, using charts is appropriate. On the
other hand, a presentation for a supervisor with an auditory orientation should be either
completely verbal or in the form of written statements accompanied by spoken words; if
a chart is necessary, the individual responsible for the presentation should describe the
chart completely in words so that it is not necessary for the supervisor to interpret any
information from the visual image. During the verbal explanation the supervisor may be
seen to close his or her eyes or turn away, thereby ignoring a communication channel
that is not useful in order to concentrate on one that is. This kind of behavior confirms
the diagnosis of style preference.
Improving Memory Skills
The Communication Model can also be used to understand and improve memory skills.
For example, an analysis may be made of a factory worker’s system for remembering
the locations of various machine parts stored in the factory. During the course of this
100 ❘❚
The Pfeiffer Library Volume 6, 2nd Edition. Copyright © 1998 Jossey-Bass/Pfeiffer