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Communication and Understanding

Kubota Ryo (Asahikawa National College of Technology)

Recently, I attended an orientation meeting for a job. This was a meeting at a company I've wanted to work at for some time as a systems engineer.

I prepared some questions for the meeting in the hope that I could acquire some　valuable information. The questions prepared were about computer engineering and English. My dream is to become a systems engineer who can compete with engineers overseas in this field. The interviewer was a systems engineer and kindly answered all my questions. He said a basic knowledge about computers and networks was very important because a systems engineer's role is to satisfy the customers' needs with their skills. He also referred to the importance of acquiring English ability. He said the use of English is indispensable.

Then he asked me a question. "What do you think is the most important aspect of being a systems engineer?" I couldn't come up with anything except computer knowledge and English. I was extremely flustered with this sudden question. I got so nervous my mind went blank. After a period of silence he told me that of course computer knowledge and English skills are important, but communication skills are more important. He told me that my specialty and English are directly related to communication. It is essential to understand customers' needs. Without communication skills, how would I be able to use my specialty?

That evening at home, I remembered an experience I had at a part-time job at a convenience store two years ago. It was a bitter experience caused by a lack of communication. It happened about one year after I started working there. There were two very young sisters who often came shopping. They appeared to be five, six, or seven years old. That day, they came with some friends. They walked around and around the shelves, clearly having trouble deciding what to buy. Finally, they all came up to the counter with some pastries, potato chips, and juice. I assumed they were buying everything together. I scanned the bar codes and took the money from one of the sisters. Just as I was about to give them their change, the two sisters went back to looking around the shelves. I assumed they were planning to buy some more things. One of the friends at the counter held out her hand to receive the change and I gave it to her. I assumed the money was from the whole group – not just the sisters. So I didn't think it would be a problem to give the change to one of their friends. The two sisters came back to the counter, not buying anything else, and they went home together with their friends.

Thirty minutes later, the two sisters came back with their father. The three of them started looking around the store. The father had a stern expression on his face. They didn't seem to be looking at the goods in the store. So I asked the father, "Sir, are you looking for something?" I received an unexpected answer. "Actually, these little girls lost their change, so I thought we might find it here." I remembered I gave the change to the sisters' friend and not to the sisters. I explained the situation, but he demanded an explanation for not giving the change to the sisters, saying, "You know my children paid for the shopping! Why didn't you give them the change?" I explained again I thought the money was from not only his children, but from their friends too. He didn't accept my argument and asked that I inform the company's head office of the incident. But I was convinced I was not in the wrong and said, "Wait a minute, I think the problem here is a parent who has allowed children who are too young to go shopping." This added fuel to the fire. He yelled at me, "What are you saying?" The store manager mediated between us and the problem was somewhat resolved. However, unpleasant feelings remained until I apologized to him a week later.

In retrospect, the problem was caused by a lack of communication. This incident made me aware of the value of communication – it was just as the interviewer said at the meeting. I shouldn't have made assumptions. I should have communicated with the children and figured out exactly who was paying. It is important to try to understand the person we are talking to, and we shouldn't assume they understand us. We have to look at things from different points of view and we have to convey, and try to understand, ideas, opinions and emotions. In order to facilitate communication we need compassion and consideration for others. I think this is the beginning of communication. By communicating with people we can share pleasure and sadness, and we can give joy and assuage anger.

My dream to become a systems engineer has not changed. But before I become a systems engineer I would like to become a man who understands the problems of others. Then I think I will be better able to satisfy my customers' needs wherever I work, whether at a convenience store or as a systems engineer – in Japan or overseas.