\u201cA failure to make information or your ideas and feelings clear to somebody, or to understand what somebody says to you.\u201d<\/p><\/blockquote>\n
And it\u2019s everywhere. It\u2019s in the \u201che said, she said\u201d of relationships. In consumer relations. In work teams. We don\u2019t even need dialogue to miscommunicate.<\/p>\n
How scary is that?<\/p>\n
Since we\u2019re not relationship counselors, today\u2019s topic is on how to avoid miscommunication at work. Because while the \u201che said, she said\u201d can be damaging, organizational miscommunication can be catastrophic.<\/p>\n
To put it plainly, effective communication at work is critical to your organizational success. The cost of miscommunication at work is high, from both financial and human standpoints.<\/p>\n
From the financial perspective, costs could include:<\/p>\n
- \n
- Lost sales<\/li>\n
- Missed performance goals\u2014which has a human impact as well<\/li>\n
- Delayed or incomplete projects<\/li>\n<\/ul>\n
On the human side of things, the cost of miscommunication could include:<\/p>\n
- \n
- Missed goals, which could mean a loss of income<\/li>\n
- Low morale<\/li>\n
- High stress<\/li>\n
- Bad attitudes<\/li>\n<\/ul>\n
At the end of the day, communication breakdowns<\/a> can impact everyone on the team\u2014from senior management to front-of-the-line staff.<\/p>\n
We use communication to collaborate–to share information and ideas. To build people up by inspiring or persuading them. That\u2019s on the positive side.<\/p>\n
But what about the negative?<\/p>\n
Here are some examples of miscommunication at work.<\/p>\n
![\"Miscommunication](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/Miscommunication-at-Work.png\")
<\/p>\n<\/span>Examples of Miscommunication at Work<\/span><\/h2>\n
Here\u2019s the thing. For the most part, it\u2019s doubtful that anyone sets out to be a bad communicator–and it\u2019s a likely bet that even the worst communicator assumes they\u2019re quite effective.<\/p>\n
The problem is that what they say and what the listener actually hears are often two very different things. Then before you know it, there\u2019s conflict and a breakdown in morale and productivity.<\/p>\n
So let\u2019s take a look at some examples of miscommunication at work. And from there, we\u2019ll discuss which steps you can take to avoid it.<\/p>\n
![\"Communication](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/Communication-Styles.png\")
<\/p>\nCommunication Styles<\/h3>\n
Depending on who you ask, there are 4, 5, or maybe even 7 communication styles. For those who follow the rule of 5, they are:<\/p>\n
- \n
- Assertive<\/li>\n
- Aggressive<\/li>\n
- Manipulative<\/li>\n
- Passive<\/li>\n
- Passive-Aggressive<\/li>\n<\/ul>\n
Each of these addresses how a speaker communicates whatever information they are sharing.<\/p>\n
Remember, it\u2019s already been established that effective communication at work is critical to organizational success. Yet if different communication styles aren\u2019t handled properly, communication<\/em> begins to break down.<\/p>\n
How?<\/p>\n
Before you know it, people with clashing communication styles are confused, stressed, and often completely misunderstanding what the speaker thinks they are conveying.<\/p>\n
Incidentally, clashing communication styles don\u2019t necessarily mean opposite<\/em> styles. For example, a conversation between two aggressive communicators will often deteriorate. They\u2019re both vying for domination, with neither willing to listen to the other\u2019s point of view–because their point of view is always right.<\/p>\n
In a situation like this, miscommunication is bound to happen.<\/p>\n
So what\u2019s the solution? Both\u2014or all\u2014parties must strive to hear what the speaker is saying. Listen to what<\/em> they\u2019re saying instead of how<\/em> they\u2019re saying it. For the listener, that may mean filtering out their own emotional responses. Without emotion, the listener is better able to be objective.<\/p>\n
Think back to the definition of miscommunication above. The failure can be on the part of the speaker when trying to convey their ideas or feelings, or on the listeners’ inability to understand the message.<\/p>\n
Instructions<\/h3>\n
There\u2019s a good chance you\u2019ve heard, \u201cThat\u2019s not what you told me to do,\u201d a time or ten. Maybe in an employer\/employee setting. Maybe in a parent\/child setting.<\/p>\n
Someone gave instructions but they miscommunicated them. The listener misunderstood, and a task was carried out wrong.<\/p>\n
Frankly, part of the reason for this is wrapped up in the communication styles mentioned above. Because just as each speaker has their own style, so does each listener. And they will filter everything they hear through their own style\u2014often different from the style the message was delivered in.<\/p>\n
At this point, you\u2019re dealing with more than communication styles. Personality styles need to be factored into the equation as well.<\/p>\n
Do you see the recipe for disaster here?<\/p>\n
The above mentioned are broad examples but I\u2019ll provide some specifics as well.<\/p>\n
All of us at times say one thing when we really mean something else. Don\u2019t believe me? Google \u201cwhen she says she\u2019s fine\u201d or \u201cwhen he says I\u2019ll call you.\u201d<\/p>\n
Sexist? Sure. But a great example of people saying one thing when they mean the exact opposite. Now let\u2019s take this to an organizational setting. Here are a few classic lines you might hear\u2014or have said yourself\u2014during the workday. And what they really<\/em> mean.<\/p>\n
![\"What](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/What-they-say-and-what-they-mean.png\")
<\/p>\n1. They said<\/strong>: They\u2019re not paying me enough for this.<\/p>\n
They meant<\/strong>: I\u2019m working myself to death to please them, but they neither value nor appreciate my efforts.<\/p>\n
2. They said<\/strong>: I\u2019m finding my job too boring and too easy to accomplish.<\/p>\n
They meant<\/strong>: Please, I\u2019m begging you. Give me more responsibility.<\/p>\n
From all the above examples, it\u2019s easy to see why there\u2019s so much miscommunication at work. But what can be done about it? Since a lot of the problems with miscommunication can be traced back to communication styles\u2014which all of us naturally have\u2014should everyone assume they\u2019re doomed to endless communications potholes?<\/p>\n
Nope. Fortunately, there are a number of ways you can avoid miscommunication at work.<\/p>\n
<\/span>How to Avoid Miscommunication at Work<\/span><\/h2>\n
Let\u2019s start with the most obvious.<\/p>\n
1. Communicate Clearly<\/h3>\n
In the most simplistic of terms, communication consists of 3 components: the speaker, the message, and the recipient. However, the route between the speaker and the listener can be impacted by a range of things. Emotions, culture, the medium in which the message was passed on, even the location where it happens.<\/p>\n
If you\u2019re the speaker, keep all that in mind. If part of your job is to explain tasks to team members, be as clear and concise as possible. If necessary\u2014and without being condescending\u2014use small words. That may sound like you\u2019re being encouraged to explain things to your team members as if they were five, but no. Remember the without being condescending<\/em> bit of advice.<\/p>\n
Part of the above is understanding your audience. If they\u2019re a group of peers who are industry professionals that have a business language all of their own, you can feel safe in using terminology you know they would understand.<\/p>\n
![\"Document](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/Document-Instructions.png\")
<\/p>\n2. Document Instructions<\/h3>\n
Not everyone is an auditory learner.<\/p>\n
An auditory learner is someone whose primary learning method is through speaking and listening. They\u2019re the people who can listen to a presentation and understand the message. Their employer can walk up to them and say, \u201cI want you to do this, this, and this,\u201d and that\u2019s enough.<\/p>\n
But not everyone learns this way. Some learn visually. Some need to read instructions.<\/p>\n
And no, your company doesn\u2019t need to produce a video every time you want to explain something, just so the visual learners aren\u2019t left out. But at the very least, important instructions should be documented, not just verbalized.<\/p>\n
This serves a dual purpose. When someone comes back and says, \u201cThat\u2019s not what you said to do,\u201d you can pull out your documentation and confirm that yes, you did say that.<\/p>\n
This could be particularly important when it comes to sharing things like timelines, targets, and other specifics.<\/p>\n
3. Listen<\/h3>\n
There is a significant difference between simply hearing something and actively listening to it.<\/p>\n
How many times have you only heard the droning voice of a parent, teacher, or partner? The blah, blah, blah, and not the words at all?<\/p>\n
If your boss or team leader is talking and that\u2019s all you hear, there\u2019s going to be a problem at some point. So stop simply hearing the noise of their voice and pay attention to the words they are saying. This means you\u2019re not checking your phone or allowing interruptions.<\/p>\n
And if necessary, take notes.<\/p>\n
Finally, feedback is another key component of active listening. Offering specific feedback can help the speaker understand that it may be necessary to alter a message so it can be properly understood by the listener.<\/p>\n
4. Clarify Expectations<\/h3>\n
Are team members clear on what you expect of them when it comes to a project or task? Don\u2019t just assume they understand. Instead, take the time to discuss with each teammate\u2014individually, if necessary\u2014what their responsibilities are.<\/p>\n
Do you have short- and long-term goals<\/a>? And if so, does everyone understand their part in getting there?<\/p>\n
![\"Follow](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/Follow-up.png\")
<\/p>\n5. Follow Up<\/h3>\n
It can be hard to keep everyone\u2019s attention during a team meeting.<\/p>\n
If you\u2019re a project lead, try to spend some time with individual team members after a meeting. Make sure they understand their role. Catching miscommunication at work while it\u2019s still in the early stages can save an organization a lot of time and money.<\/p>\n
6. Stay on Point with Emails<\/h3>\n
Raise your hand if you\u2019ve ever received a rambling, confusing email from someone on your team.<\/p>\n
You all have your hands up, don\u2019t you?<\/p>\n
If verbal communication is full of miscommunication at work, emails are often 100 times worse. So keep your emails simple. Stay on topic and format with headings and bullet points if necessary. You want your emails to be easy to read and easy to understand.<\/p>\n
7. Watch for Body Language<\/h3>\n
There was a study done a long time ago that states body language\u2014non-verbal communication\u2014is typically more truthful than verbal communication. In other words, the mouth can lie but the body can\u2019t. This is why law enforcement receives training on how to read body language.<\/p>\n
Signing up for some law enforcement classes would be a bit extreme, but we\u2019re talking about how to avoid miscommunication at work, and one of the best ways would be to be on the watch for non-verbal cues. Whatever your position in a team, make sure your body isn\u2019t saying one thing while your mouth is saying another.<\/p>\n
Experts say our brains will interpret and read the unspoken language of the body before it pays attention to the verbal message. And if the two messages contradict, humans tend to believe the message the body is giving, not the message the mouth is giving.<\/p>\n
![\"Watch](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/Watch-Your-Tone.png\")
<\/p>\n8. Watch Your Tone<\/h3>\n
Did you ever have anyone–maybe a parent or a teacher–tell you to watch your tone? What did they mean?<\/p>\n
The way you speak, your tone, can convey emotions. This isn\u2019t a bad thing, but you need to watch your tone if it\u2019s not appropriate for the time. If you\u2019re leading a meeting about the launch of a new product that could make or break the company and you\u2019re super casual, or laughing and cracking jokes, people might naturally find it hard to think you\u2019re taking it seriously.<\/p>\n
When the subject of a meeting is something that could mean the loss of jobs, it\u2019s definitely time to avoid miscommunication at work.<\/p>\n
9. Go to the Source<\/h3>\n
Sometimes information is handed down via a third party. You\u2019ve probably heard of the game where someone tells the person beside them something, who passes it to the next person, who repeats it to the next.<\/p>\n
The last person to get the message receives something different than the original message. This might be a fun game, but it has no place in an organizational setting. It\u2019s sure to lead to miscommunication at work.<\/p>\n
Any important communication should be directly shared with key parties.
\nAlso, it\u2019s a good idea for managers to have an open-door policy. This encourages staff members to come to them directly when they need clarification on something. Going to other team members with their questions only opens them up to the possibility of getting the wrong info.<\/p>\n![\"Ask](\"https:\/\/www.teamly.com\/blog\/wp-content\/uploads\/2021\/11\/Ask-Questions.png\")
<\/p>\n10. Ask Questions<\/h3>\n
No, not to be annoying.<\/p>\n
There are multiple benefits to asking questions, both for the speaker and the listener.<\/p>\n
Sensible questions show a speaker that you\u2019ve been paying attention to them. It also gives you the chance to ask for clarification if necessary.<\/p>\n
And questions don\u2019t need to be limited to verbal conversations. You can reply to an email with follow-up questions as well. Either way, questions are just one more way to avoid miscommunication at work.<\/p>\n
\n<\/span>Conclusion<\/span><\/h2>\n
That covered an extensive amount of information about how to avoid miscommunication at work. Let\u2019s remember why it\u2019s important<\/p>\n
The cost is high. A team that\u2019s stressed and conflicted will have low morale and likely poor performance and productivity. There\u2019s a long list of negative consequences for companies and employees where communication is lacking.<\/p>\n
Understanding the reasons for miscommunication at work and knowing what to look for can help you build strong, cohesive teams. Teams that can get the job done and meet their goals.<\/p>\n
Good communication is the foundation of all aspects of your company culture. It\u2019s about positive team environments<\/a>, client relationships, and so much more.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"
Miscommunication. According to The Oxford English Dictionary, miscommunication is: \u201cA failure to make information or your ideas and feelings clear to somebody, or to understand what somebody says to you.\u201d And it\u2019s everywhere. It\u2019s in the \u201che said, she said\u201d of relationships. In consumer relations. In work teams. We don\u2019t even need dialogue to miscommunicate. … <\/p>\n