Clarification is the skill we use to ensure that we have understood the message of the speaker in an interpersonal exchange. When using clarification follow these guidelines to help aid communication and understanding. * Admit if you are unsure about what the speaker means. * Ask for repetition. * State what the speaker has said as you understand it, and check whether this is what they really said. * Ask for specific examples. * Ask if you have got it right and be prepared to be corrected. * Use open, non-directive questions - if appropriate.
Open Questions
If your role is to assist a speaker to talk about an issue, often the most effective questioning starts with 'when', 'where', 'how' or 'why'. These questions encourage speakers to be open and expand on their thoughts.
As a teenager my father would tell me not to come home late. It seemed my idea of late and his idea of late were different because no matter what time I came home-I was late! When I finally asked him what time he expected me home he refused to name an hour. I never met his expectation because he assumed I would know what late meant. Unfortunately, this was typical of his communication style. I solved it by leaving home at an early age.
Don’t make leaving the option of choice for your team. Be clear, confirm understanding and make the outcome possible.

Anil: Problem: Failure to clarify the desired results assuming the outcome is understood.
Management is often working within a larger framework with information that has not been made available to their direct reports. Think of this information as the missing pieces that complete the puzzle picture. The manager’s expected result is to reproduce the picture with all the parts as he sees it. Misunderstandings arise when the picture in the manager’s head does not match the picture they have painted for their direct reports.
Solution:
1. Clarify the expectations. Paint a picture in as many ways as possible-visually, verbally and vocally. Give a comparison to a known entity, if possible. “It should look like X with this adjustment.”
2. Clearly state the required details-the non-negotiable conditions.
3. Confirm interpretation and actions. Ask what was heard. Ask what that means. Ask what actions will be taken. Allow creativity and leeway to do the job as long as the end result is the same.
Anuja Problem: Deadlines not clear and time lines with check-in points not established.
Solution:
1. Create a project time line all departments agree on.
2. Create checkpoints to ensure project is on track for completion. Waiting and hoping it all works out in the end is a perfect strategy for failure.

Ellen Problem: departments don’t work together.
Solution:
1. Provide the needed tools to do the job-including software, hardware, personnel, filing systems, proper forms, paper etc. It’s difficult to hammer nails without nails.
2. Smooth the path between departments to eliminate the “I can’t start my part until I receive this information from…” syndrome. Catch issues before they start. Ensure all departments are coordinated and the expected outcome is the same.
3. Grant the authority to do the job. Don’t expect a quick fix. All departments need to understand their role in profitability and growth.

Some examples of non-directive clarification-seeking questions are: * “I'm not quite sure I understand what you are saying.” * “I don't feel clear about the main issue here.” * “When you said ........ what did you mean?” * “Could you repeat ...?”