5 Communication Misfires Commonly Found in the Workplace and How to Fix Them

In the workplace, and now more than ever with virtual teams, communication can make or break performance and productivity. 

A recent report from SHRM (Society for Human Resource Management) revealed that a survey of 400 companies with 100,000+ employees found that “because of inadequate communication to and between employees” miscommunication costs an average of $62.4M per year, and that doesn’t even account for miscommunication with vendors or customers. 

The cost is not just financial when projects go off the rails, not due to a lack of skill or resources, but because of misunderstood emails, passive-aggressive interactions, or assumptions of shared knowledge. 

Hours wasted, mounting stress, and missed opportunities for growth take their toll on your most important asset - your people. 

This happens every day, all over the world. It breaks trust and tears apart the bonds of team dynamics thus killing productivity and loyalty.

This article is more than a compilation of issues and fixes; it's a transformative guide. 

Drawing from behavioral psychology and neuroscience, it offers actionable insights for leaders, entrepreneurs, and HR professionals. 

You'll uncover the mysteries behind passive/aggressive communication, the pitfalls of inferential speaking and listening, and the dangers of assuming knowledge. 

Furthermore, we contrast instructing with inspiring leadership styles, offering practical solutions to reshape your workplace communication.

1. Passive/Aggressive Communication: The Silent Saboteur

Imagine John, a team leader in a multicultural company. He asks his team member, Ling, if a project is feasible. Ling, coming from a background where direct disagreement is frowned upon, responds with a non-committal "maybe." The project fails, not because of incompetence, but because of unspoken truths.

Fix: Cultivate an environment where honest feedback is valued over agreeable responses. Encourage team members to express concerns and opinions clearly and respectfully, fostering a culture of open dialogue.

Problem: John, a team leader, faces cultural barriers with Ling, who indicates a "maybe" for a non-viable project, leading to its failure.

This is because Ling may feel nervous about being honest or grew up in a culture where saying no was a bad response. 

Solution: Encourage an environment where transparent feedback is the norm, promoting open, honest dialogue.

2. Inferential Speaking: The Dance Around Clarity

Let's talk about Emily, a project manager who often hints at what she needs instead of stating it outright. Her team, trying to interpret her hints, often misses the mark, leading to wasted efforts and strained team & client relationships.

Problem: Emily's indirect communication results in her team's misinterpretation and project delays.  Emily may have had a past negative experience with being too harsh or receiving that from others. 

Solution: Implement training for direct, clear communication, minimizing ambiguity.

Fix: Train your team in clear, direct communication. Encourage them to express their needs and expectations explicitly, leaving little room for misinterpretation. It’s important to create a safe space for this to stick long-term.

3. Inferential Listening: The Art of Misconstruction

David, a senior developer, often hears what he expects to hear, not what's actually said. This is because of our selection bias and unconscious filters. Consider that if you’ve bought a pair of shoes before you may start to see those shoes on others more often than you realized before. This selective hearing leads to costly errors in development, not because of skill gaps, but because of perception gaps.

Problem: David's assumptions and projections often lead to costly development errors and unmet expectations for all. 

Solution: Emphasize active listening, ensuring clarity and mutual understanding.

Fix: Practice active listening. Encourage team members to repeat back what they've heard and clarify objectives. This ensures everyone is on the same page.

4. Assuming Knowledge: The Curse of Expertise

Sarah, an experienced marketer, often forgets that her new team members don't share her extensive knowledge. This leads to missed steps, frustration, and a sense of inadequacy among her team.

Problem: Sarah's expertise blinds her to her team's knowledge gaps, causing frustration.

Solution: Foster a learning culture where questions are encouraged, and knowledge is shared.

Fix: Encourage experienced team members to be mindful of knowledge gaps. Foster a culture of learning where asking questions is encouraged, and knowledge sharing is the norm.

5. Instructing vs. Inspiring: The Leadership Dilemma

Consider Tom, a manager who relies heavily on instruction. His team, accustomed to being told what to do, lacks initiative and drive. Contrast this with Lisa, who inspires her team, encouraging them to take ownership and contribute ideas. The difference in team morale and productivity is stark.

Problem: Tom's instructive approach stifles initiative, unlike Lisa's inspiring leadership.  Some leaders can be so focused on the process or tasks that lead to an outcome that they lose sight of the experience and relationships that make the business work. 

Solution: Train leaders to motivate and empower, creating a self-driven team culture.

Fix: Train your leaders to inspire, not just instruct. Encourage them to understand their team's motivations and leverage them to foster a culture of empowerment and self-driven success. 

If these scenarios resonate with you, and you're seeking deeper transformation in your team's communication and performance, we invite you to reach out. Let's turn your vision into a bold reality.

Action Steps to Implement Effective Communication Strategies in the Workplace

Step 1. Conduct a Communication Audit

a. Initiate a thorough review of your current communication processes. Gather feedback from employees at all levels about the effectiveness of existing communication styles and methods.

b. Identify specific areas where miscommunication commonly occurs, such as during team meetings, email exchanges, or project briefings.

c. Compare your findings against the communication issues highlighted in the article (passive/aggressive, inferential speaking/listening, assuming knowledge, instructing vs inspiring). This will help you pinpoint the most relevant areas for improvement in your organization.

2. Implement a Training Program (this is where we can help)

a. Based on the audit, we can create a targeted training program. Focus on skills like active listening, clear and assertive speaking, and understanding diverse communication styles.

b. Include interactive exercises, role-playing scenarios, and real-life case studies to make the training engaging and relevant. For instance, use scenarios similar to those described in the article (like John and Ling’s story) to demonstrate the impact of passive/aggressive communication.

c. Regularly schedule these training sessions and encourage continuous learning. Consider inviting external experts or consultants to bring fresh perspectives and advanced insights.

3. Foster a Culture of Open Communication and Continuous Feedback

a. Create platforms and opportunities for open dialogue. This could be regular team meetings, suggestion boxes, or informal 'coffee chats' with leadership.

b. Encourage employees to practice the skills learned in training by providing them with opportunities to give and receive feedback. This could be through structured feedback sessions or more informal peer-to-peer reviews.

c. Recognize and reward effective communication. Acknowledge those individuals or teams who exemplify clear, respectful, and productive communication. This not only reinforces positive behavior it also sets a standard for others to follow.

[also check out my article in Entrepreneur Magazine “the best feedback system in the world for leaders and entrepreneurs”]

By embracing these steps, you can effectively address communication challenges, leading to improved team dynamics, enhanced productivity, and a more cohesive workplace culture.