I remember the time I poured hours into preparing a presentation, confident that my ideas were solid and that my message would resonate. But as I stood in front of the room, I noticed the blank stares and subtle shifts in attention.
It was clear. I wasn’t connecting. My words weren’t landing as intended, and I felt like I spoke a different language.
Communication is one of the most essential skills in today’s job market. Whether presenting to a team, pitching an idea, or just trying to get a point across, it’s not just about what you say. It’s about making sure your message truly connects.
Yet, effective communication, especially within diverse teams, is incredibly challenging. Each of us brings unique experiences and knowledge, which can sometimes create gaps between you and your audience.
I’ve seen this firsthand in the companies I’ve worked with, where the differences in knowledge make it feel like we are from different planets.
But here’s the thing: it doesn’t have to be this way. Based on research by Carlile (2004), I’ve found a framework that I use to navigate these communication challenges. This framework helps ensure that my ideas don’t just reach others but genuinely resonate.
Before I share this framework with you, let’s examine why sharing knowledge can be tricky.
Why Sharing Knowledge Can Be So Challenging
Knowledge is a complex and valuable resource in any company. When building new products or services, success depends on teams working together toward a common goal.
But here’s the tricky part: communicating and sharing knowledge isn’t always straightforward.
Three core aspects of knowledge explain why effective communication can sometimes feel frustrating.
Difference – Knowledge Gaps
Consider the varying levels of knowledge between people or teams. For example, someone new to their career has a different knowledge base than a seasoned expert. Or think about the specialized expertise within different teams—your sales team deeply understands customer needs, while your tech team knows the ins and outs of your platform. These differences can create gaps that make it difficult to align.
Dependence on Shared Knowledge
Your knowledge is also connected to others in the company. Even though different teams bring their expertise, achieving goals requires collaboration.
Take a marketing team launching a new software product—you need insights from your engineering team to craft an effective campaign, even though they aren’t marketing pros. This interdependence makes teamwork both powerful and challenging.
Novelty – The Challenge of New Information
Sharing new information is one of the biggest communication hurdles. It often requires your audience to step out of their comfort zone, especially if your message challenges what they already believe or know. This “curse of knowledge” means the newer and more unfamiliar your information is, the more effort it takes to understand it.
How These Factors Impact Communication
In my experience, sharing information isn’t just about talking. It’s about navigating through layers of complexity.
Researchers break these layers into three levels: syntactic, semantic, and pragmatic. Think of them as stages you must work through to ensure your message is fully understood.
Let’s break them down:
Level 1: Speaking the Same Language (Syntactic Level)
At this stage, communication is a basic exchange of information. It is what I like to call the “Information Processing” stage.
The goal is to ensure everyone is on the same page. This is straightforward communication, and nothing you say should surprise your audience.
For example, explaining a routine process to your team leaves little room for confusion because everyone understands the core terms and concepts.
The key is to ensure your language is clear, consistent, and aligned with your audience’s knowledge. It’s like agreeing on the rules before starting a game. Everyone must know what to expect.
Even at this stage, misunderstandings can happen if the vocabulary isn’t shared. Your main goal is to establish a common language with which everyone is comfortable.
It might seem simple, but this foundation supports more complex communication later on. Moving to the next level becomes much smoother when everyone speaks the same language.
Level 2: Finding Common Ground (Semantic Level)
As we move to the second layer, communication becomes more complex. This is where you introduce new ideas or information—what I call the “Finding Common Ground” stage.
When you’re sharing new information, it can create an imbalance. People interpret new ideas through the lens of their previous experiences.
Imagine discussing a new concept with a colleague, and they respond with confusion or a completely different interpretation. This happens because their mind tries to fit your new idea into what they already know.
The challenge here is ensuring that what you say and what they hear are aligned.
To navigate this, the first step is to build a shared vocabulary (which is why Level 1 is so important). Then, you need to collaborate to create a shared understanding of how the new information should be interpreted.
It’s about bridging the gap between what you know and what they know so everyone can work from the same foundation.
As communication grows more complex, new information often introduces challenges in interpretation. At this level, ensuring that both parties share a common understanding of the message is essential. By working together to establish shared meanings, you can bridge gaps in knowledge and ensure that your communication is heard and fully understood.
Level 3: Navigating Complex Conversations (Pragmatic or Political Level)
If you thought the previous level was challenging, buckle up because this third layer of communication complexity takes it to a new level.
When you reach what researchers call the Pragmatic or Political Level, you deal with situations where the information you share is new and potentially conflicting with your audience’s goals or beliefs.
Don’t let the term “political” mislead you. This isn’t just about world leaders or high-stakes negotiations.
We encounter this level of communication more often than we realize, even in seemingly minor disagreements, like choosing the color of a button for a project.
Trust me, deciding between navy blue and blue can ignite a surprisingly intense debate about icons!
At this stage, your challenge is influencing and potentially reshaping your audience’s thinking before they process your message.
This is where flexibility and savvy come into play. You need to find common ground, a shared interest or goal that both you and your audience can agree on while gently challenging their existing perspectives.
It’s important to recognize that this isn’t just about changing their minds. It’s a two-way street where you must remain open and flexible.
Your understanding and mental model might also shift as you work toward that middle ground. This dynamic process, where both sides evolve and blend their knowledge, is called creative abrasion. When managed well, it can lead to genuinely innovative outcomes, producing results neither side could have achieved alone.
However, communicating at this level can be exhausting. It requires patience, empathy, and a deep understanding of your position and audience. But when done correctly, the results can be transformative, turning potential conflicts into opportunities for growth and innovation.
Practical Strategies for Applying This Communication Model in Your Daily Life
Effective communication isn’t just for the office or during high-stakes negotiations. It’s a skill that can transform your interactions in every area of life.
Whether you’re leading a team, discussing ideas with colleagues, managing relationships at home, or even deciding where to eat. Understanding and applying the levels of complexity of communication can make all the difference.
Here are some tips on how you can use this model to improve your communication, no matter the situation:
1. Preparing to Communicate: Setting the Stage for Success
Know Your Audience:
Before interacting, take a moment to understand who you’re speaking to. Are they familiar with the topic? What’s their background or perspective?
Tailoring your message to your audience’s needs helps ensure it resonates.
Assess the Novelty:
If you’re introducing new or complex information, anticipate how it might be received.
Break down ideas into simpler components, relate them to familiar concepts, and create a safe space for exploration and discussion.
Simplify, Simplify, Simplify:
Use analogies, stories, or everyday language to make your message clear and relatable.
Simplifying complex ideas helps everyone understand and remember your points.
Identify Shared Interests:
When goals or perspectives differ, finding common ground is crucial. This could mean aligning on shared values in a community discussion or agreeing on a mutual goal during a team meeting.
Establishing common interests builds the way for more productive and harmonious conversations.
2. During the Conversation: Navigating the Communication Process
Start with Clear Objectives:
Begin with a clear purpose.
This keeps everyone focused and ensures that the conversation stays on track, helping to avoid misunderstandings and distractions.
Listen Actively:
Pay attention to verbal and non-verbal feedback. It will help you adjust your communication style to fit the complexity of the interaction.
Active listening allows you to respond appropriately and effectively.
Stay Flexible:
Be ready to adapt if the conversation takes an unexpected turn.
Flexibility is key when navigating different viewpoints. The goal is to remain open to new ideas while guiding the conversation toward a constructive outcome.
Embrace Discomfort:
Sometimes, the most valuable conversations are the ones that feel uncomfortable.
These moments often lead to breakthroughs, new ideas, and stronger relationships. Embrace the uncertainty as a sign of pushing boundaries and making progress.
3. After the Interaction: Reflecting and Growing
Reflect on the Outcome:
After every significant interaction, reflect on what went well and what could be improved. This habit of self-assessment is invaluable, helping you continuously refine your communication skills.
Seek Feedback:
Don’t hesitate to ask your audience how they felt about the conversation. Constructive feedback is one of the best tools for personal growth.
Iterate and Learn:
Communication is an ongoing process. Each interaction is an opportunity to learn and improve. By continuously applying and refining these strategies, you’ll find that your communication becomes more effective and impactful over time.
Ready to Take Your Communication to the Next Level?
Effective communication isn’t just a skill—it’s a tool that can drive innovation, collaboration, and growth in every part of your business. Understanding the different communication layers can bridge gaps, foster stronger connections, and bring clarity to complex ideas.
But this is just the start. Whether you’re refining team dynamics or aligning your product with customer needs, the transformative power of clear communication can revolutionize your results.
Are you looking to sharpen your communication strategies?
Discover how the CRISP framework can help streamline your product development process and ensure your ideas connect with your audience.
