Examples of poor communication in the workplace

Poor communication in the workplace can happen at any level. Whether it involves top brass or a brand-new hire, the result is often an undesirable mess.

But what does poor communication look like? Many people might explain it differently, yet we typically recognize it when we see it. To improve communication, it’s necessary to understand what poor communication skills look like and their negative impact on the workplace.

We’ll dive into a few examples of poor communication skills, and explore the effects of poor communication in the workplace.

Examples of communication issues

#1 Silence is not golden

Robert receives a copy of his annual performance review and quickly needs clarification. Under “maintains good relationships with clients,” he receives only a 3 out of 5 and no explanation for the rating. Robert prides himself on his ability to establish rapport with all customers, so the ranking stings. He goes in to talk to his boss.

Jim states that Robert does not regularly make calls to customers to “shoot the breeze,” which might result in more purchases. Robert fires back that nobody ever instructed him to do that, and Jim claims it should have been evident given his role. Robert leaves with low morale — why didn’t anyone provide notification of this specific problem earlier?

Give feedback frequently

Want to make an immediate difference in office life? Give feedback a premium. When it comes to clear communication, silence is not golden—it is confusing. Telling employees exactly what they are doing right promotes the continuation of desirable actions, and informing them what needs improvement leads to better performance.

Also, make giving feedback a regular occurrence. The year-end review should have differed from when Jim alerted Robert to the problem. When Jim first noticed the issue, an in-person chat could have conveyed the expectation to Robert, making him a more effective employee and eliminating the tense confrontation later.

While on the subject of feedback, remember also to value it in the other direction—employees’ comments and suggestions. Good leaders maintain open, diverse communication channels. Giving workers a voice leads to better employee engagement, job satisfaction, and retention rates.

Through active listening, management understands what people think and feel before it is too late and they go elsewhere. Be certain to respond to employees’ feedback, as a lack of acknowledgment makes them assume you don’t care.

#2 Organization is critical, especially when workers need to adapt quickly

A vital client called to say he needs to move tomorrow’s meeting to today. The timing is tight, but staff members juggle their schedules to accommodate. A few minutes into the gathering, the customer inquires about the whereabouts of Anthony — a team member he has known for a long time.

Co-workers exchange horrified glances. In the chaos, nobody notified Anthony, a hybrid worker telecommuting today. They quickly get a frazzled, unprepared, and not happy Anthony on a phone call.

Ensure employees know how to get in touch with one another

Modern arrangements such as remote work require particularly effective communication. Team members must always have fast, easy access to each other’s location and schedule. Also, workplaces must develop consistent team communication strategies for disseminating information to off-site staff.

As the example illustrates, a lack of communication results in repercussions. The organization appears disorganized to the client, which may affect trust and future relations.

With time to prepare, the forgotten remote worker can bring his best self to the meeting, which is not good for business nor for his reputation.

Anthony will likely leave this experience feeling like a second-class citizen and may question how much the company values his contributions.

#3 Don’t leave new employees in limbo

When Lisa joined XYZ Ltd., she was surprised to learn that formal onboarding consisted of filling out tax forms and choosing a medical insurance plan. Leaders at the small business reason that new hires will naturally pick up the company culture in the tight-knit work environment.

Lisa does ask her new colleague’s many questions. While they are generally nice about answering, she feels like a pest. She turns red, however, when a teammate points out that the open-toed shoes she wears are unacceptable.

Onboarding goes beyond a new hire packet

Good communication plays a critical role in retention rates. New employees want to understand the norms and expectations of workplace culture. An assigned mentor could have eased Lisa’s entry into XYZ.

Note, too, the importance of an employee handbook to workplace communication. New and old employees benefit from a clear, concise point of common reference. Lisa could have been spared embarrassment if she had been informed of the dress code.

Likewise, the document can solve other instances of miscommunication, from properly giving notice when you need to take a sick day to how the company alerts employees to office closure due to inclement weather.

#4 Vague instructions create room for misunderstanding

Their manager instructs Monica and Jackie to create a new window display by the end of the workday. He utters vague directions about making something fun and attention-getting before returning to his office and closing the door. The ladies each possess ideas on what to do but soon find themselves at odds.

They consider seeking input from their boss but need to understand that he would welcome a disturbance. They decide to each do a section their way. Jackie rolls her eyes upon viewing Monica’s part, and the latter storms off in tears. When the manager sees the display, he criticizes them for not following his “very clear communication.”

Clarity is in the eye of the beholder

This scenario contains communication problems on so many levels! For starters, good leaders don’t throw things at employees and leave. They allow ample time to thoroughly explain their vision, answer questions, clarify who is responsible for what, and encourage staff members to always check in if issues arise.

Second, this manager exhibits what experts often define as poor communication—a disconnect between what is said and what is understood.

People may feel very clear about their thoughts, but good communication involves adapting to the audience’s perspective.

Third, miscommunication leads to productivity issues. The women wasted their time, and the display needed to be completed.

Poor communication has downstream consequences

But perhaps the worst consequence of this ineffective communication is that it brought about workplace conflict. Miscommunication harms teamwork both at present and in the future. Likewise, people do not like confusion, and it damages employee morale.

Checklists, project management software, and other communication tools help everyone involved understand their individual responsibilities, so fewer toes get stepped on.

It bears mentioning that Jackie and Monica could have improved the situation by exhibiting greater emotional intelligence. Skills such as empathy, “reading the room,” diffusing tension, and awareness of body language help people communicate better. Innovative companies prioritize emotional intelligence and work on developing it.

#5 Employees have eyes and ears

Employees at ABC Enterprises are aware that something significant is happening at the company, even though management did not say a word. Yesterday, a group of strangers walked around the floor, with one of them jotting notes on a clipboard.

Thelma, an executive secretary, tells several people that her boss canceled a client meeting yesterday in order to go out to lunch with these people. Before you know it, everyone has a theory. By day’s end, half the staff is looking at job postings because they are sure a merger is coming and they’ll be bumped out.

More transparency heads off rumors

Nothing gets the rumor mill churning faster than failure to provide information. Without actual facts to go on, workers fill in the gaps as they see fit. Not only does this waste work time and slow productivity, but it also creates stress and low morale.

Smart companies aim for transparency and trust. They provide as much information as possible at a given time. Managers answer questions honestly, including saying “I don’t know” when necessary. Avoiding tough issues or outright lying angers employees, leads them to expect the worst, and sets up an oppositional relationship.

#6 4 pm… which time?

Max turns in the Anderson report two hours later than his manager Ralph wanted. The original email stated a deadline of 4:00 pm. Max, who works in the California office, assumed that meant 4:00 his time. Ralph, who operates out of Chicago, desired it at 4:00 his time. When he did not get the document on time, Ralph inquired via email.

Busy adding a few last-minute figures, Max passed over the message in his box since it needed a subject line and seemed urgent. Max later reads it and worries about being in trouble. He composes a long reply explaining his side of the story and experiences trouble sleeping that night.

It’s about the little details

The difference between poor and good communication often rests on the “little” things. The problem would never have come up if Ralph had included a time zone in his original message or if Max had double-checked what his boss meant when he wrote 4:00. Instead, miscommunication leads to delays, wastes time, and causes stress.

Pick the right channel for the job

People also need to think about their communication methods. Given the situation’s urgency, Ralph should have picked up the phone to communicate with his tardy employee rather than send an email (especially one not properly labeled as important in the subject line).

Similarly, the nature of some conversations — such as ones on a sensitive subject or that generate intense feelings — benefits from face-to-face interaction to better gauge body language, tone, and understanding. Max and Ralph would benefit from a next-day video chat to discuss what happened and clear the air!

More Resources:
Digital age workplace: Why soft skills matter more than ever
Talent shortage: Addressing the growing gap in the workplace
Employee skill gaps: What they are and how to address them