We often mistake talking for communicating . Talking is the output of sound; communication is the transfer of understanding. A toolkit approach is necessary because communication breakdowns are rarely due to a lack of words, but rather a lack of structure. Just as a carpenter selects the right tool for a specific job, a skilled communicator selects the right technique for the context: listening, explaining, responding, or clarifying.
Breakdowns occur at any point. The toolkit’s goal is to minimize “noise” (distractions, emotions, jargon) and maximize the fidelity of the feedback loop. communicating well: a fundamental toolkit