Communication Gaps and How to Close Them

Communication Gaps and How to Close Them

by Naomi Karten
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Communication Gaps and How to Close Them by Naomi Karten

This is the digital version of the printed book (Copyright © 2002).


The success of systems or software development depends on effective communication. But have you ever had trouble articulating a complex concept? Have you ever doubted that someone truly understood you–or that you completely received someone’s message?


Managers and technical professionals have to communicate effectively in order to understand client requirements, build work-related relationships, meet market demands, and survive time pressures. So often, though, communication breaks down, and nothing gets done (or done well, at least).


Thankfully, Naomi Karten–author of Managing Expectations–is here to help. Readers learn how to improve the way they handle a wide variety of communication conflicts, from one-on-one squabbles to interdepartmental chaos to misinterpretations between providers and customers.


Drawing on a variety of recognizable experiences and on useful models for understanding personalities, such as the Myers-Briggs Type Indicator and the teachings of family therapist Virginia Satir, Karten provides a series of powerful tools and concepts for resolving communication problems–as well as methods for preventing them in the first place.


Inadequate communications include misunderstood or missed messages, contradictory or mixed messages, and messages that are intentionally sabotaged. As the author notes, these miscommunications “can have a damaging, puzzling, and counterproductive impact on projects and relationships.” Karten helps readers identify many of the common factors that can cause communication gaps. For example, 

  • mistaken assumptions of understanding
  • lack of follow-up
  • unfixed project terminology
  • emotional baggage
  • personality conflicts
  • mismatched communication preferences 

Karten’s witty, conversational tone makes this book easy to read; her real-life stories and examples make it easy to understand; and her use of hilarious cartoons by Mark Tatro brings her lessons to life.


Communication Gaps and How to Close Them is a must-read for anyone who recognizes that the way he or she communicates in professional encounters, as well as in personal ones, can be improved. With Karten’s useful insights and practical techniques, this book will change not only how you communicate but also how you think about communication.


Product Details

ISBN-13: 9780133488708
Publisher: Pearson Education
Publication date: 07/15/2013
Series: Dorset House eBooks
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 376
File size: 2 MB

About the Author

Naomi Karten is president of Karten Associates, based in Randolph, Massachusetts. Before forming her business in 1984, Naomi gained extensive experience in technical, customer support, and management positions. She has presented seminars and keynotes to more than 100,000 people internationally to help them deliver superior service, improve communication, strengthen teamwork, and build strong, trusting relationships. For eight years, she was also an instructor for the Weinberg and Weinberg workshop Problem Solving Leadership (PSL). Naomi is the author of several books and eBooks, including Managing Expectations and Presentation Skills for Technical Professionals. Readers have described her newsletter, Perceptions & Realities (posted at, as lively, informative, and a breath of fresh air.

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Communication Gaps and how to Close Them 5 out of 5 based on 0 ratings. 1 reviews.
Guest More than 1 year ago
Naomi Karten's current work focuses on how to "mind the gap" between you and your audience. This advice is helpful whether your audience is one person or many, whether communications are in writing or in speech. Her advice goes deeper than the handy techniques she presents. She gives a wider view in analyzing the relationships, the context, and the internal states each of the participants (you the communicator and the listener or reader). Her advice on understanding the other's perspective is a prime example of that depth. While making one's own case is necessary, understanding the other person's perspective is perhaps a more subtle requirement of communications. I found this book not only helpful in my business communications, which the author targets, but also in the range of communications within my own personal life. I recommend this book to all my business colleagues who struggle with the intention of good communciations and the results of poor communications.