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Editors' Choice Article 10 Common Communication Mistakes Avoiding Communication Blunders and Misunderstandings | ||||||||||||||||||||||||
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Mistake 1: Not Editing Your Work Mistakes with spelling, tone, and grammar make you look careless. That's why it's essential to check all of your communications before you send them. Don't rely on spell-checkers: they won't pick up words that are used incorrectly. Instead, proofread your work, and use a dictionary to look up any words that you're unsure about. You may find it helpful to make a list of words and phrases that you find it hard to get right (such as "your/you're," "its/it's," or "affect/effect"). Store this close to hand. It can be difficult to see errors in your own work, so consider asking a colleague to look over key documents before you distribute them. Alternatively, read your work aloud - this makes it easier to catch typos and tone errors. Then, give yourself time to reflect on your document, and to make any final changes.
Mistake 2: Delivering Bad News by Email Would you announce layoffs to your team by email or IM? If you did, you could upset everyone! Written communication channels don't allow you to soften difficult messages with nonverbal cues (such as body language), and they don't allow you to deal immediately with intense emotions. If you need to deliver bad news, do this in person; and think carefully about how you can do it sensitively, so that you can convey your message but minimize long-term upset at the same time. When you deliver a difficult message personally, you can pick up on signs that people may have misunderstood key parts of your message, or may have taken the information particularly badly. You can then take steps to clarify your message, and help people deal with the difficult news. Mistake 3: Avoiding Difficult Conversations At some point, you will need to give negative feedback. It's tempting to try to avoid these conversations, but this can cause further problems - in particular, you may let small problems grow into big ones. Preparation is the key to handling difficult conversations. Learn to give clear, actionable feedback, and use tools such as the Situation - Behavior - Impact technique to encourage your people to reflect on their behavior. You may also want to role-play your conversation first, so that you feel confident in both your words and your body language. Mistake 4: Not Being Assertive Assertiveness is about stating what you need, while considering the wants and needs of others. You may not always get your way when you're assertive, but you stand a better chance of getting it, or of reaching a compromise, because you've been clear about your needs. Use our Bite-Sized Training session on Assertiveness Skills to identify your needs, and to practice assertive communication. Assertiveness also means saying "no" when you need to. Our article "'Yes' to the Person, 'No' to the Task" explains how to turn down requests gently but assertively, while maintaining good relationships.
Mistake 5: Reacting, not Responding Have you ever shouted at a colleague in frustration, or sent a terse reply to an email, without thinking your point through? If so, you're likely to have reacted emotionally, instead of responding calmly. This kind of emotional reaction can damage your reputation. You may upset people with your strong emotions, and give the impression that you lack self-control and emotional intelligence. Read our article on managing your emotions at work for tips on how to keep your reactions under control. Mistake 6: Not Preparing Thoroughly Poorly-prepared presentations, reports, or emails frustrate your audience and, over time, damage your reputation. This is why it's essential to prepare and plan your communications carefully. First, set aside time to plan your communication thoroughly. Consider using tools like the Rhetorical Triangle and Monroe's Motivating Sequence to create a credible, intelligent, and compelling message that appeals to your audience's emotions, as well as to their intellects. Leave time to proofread, to find images, and to check that documents are compatible with your audience's software. Then, if you are delivering a speech or a presentation, rehearse thoroughly, so that you are fluent and inspiring. Mistake 7: Using a "One-Size-Fits-All" Approach to Communication If you use a "one-size-fits-all" approach to communication, you may overlook people's different personalities, needs, and expectations. In fact, your communications need to address those differences as much as possible. If you're preparing a presentation, make sure that you appreciate that people have different learning styles, and that you cater for these. This means that everyone - from those who learn best by reading to those who prefer a more hands-on approach - can benefit from your session. Mistake 8: Not Keeping an Open Mind When Meeting New People Today's workplace is a melting pot of ethnicities, religions, ages, sexual orientations, and viewpoints. These differences create a rich tapestry of experiences and opinions that greatly enhance our lives. However, it can be tempting to stereotype new colleagues or clients, or to make assumptions about them based on just a few pieces of information. This is especially true if you haven't had much time to get to know them well. Assumptions inhibit open communication, because you don't consider the other person's own unique background, personality, and experience. Over time, this can jeopardize your relationship with them. So, set time aside to listen when you meet someone new. Give them space to talk about their viewpoints, and take time to absorb these. Then, learn how to manage cultural differences, so that you take each person's needs and expectations into consideration. If you often work with people from overseas, explore the idea of cultural intelligence, so that you can start to adapt your behavior when you come across people from different cultures.
Mistake 9: Assuming That Your Message has Been Understood Always take time to check that people have understood your message. For example, when you send out an email, you could encourage people to respond with questions, or to reply if they haven't understood part of your message. Or, if you've given a presentation, build in time for people to discuss your main points, or leave time for questions at the end.
Mistake 10: Accidentally Violating Others' Privacy Have you ever forwarded a sensitive email to the wrong person, or sent an incorrect attachment? These kinds of errors can cause serious commercial problems, violate people's privacy, and lead to embarrassment and confusion. To avoid these problems, write sensitive messages before you select the recipient, and then double check their email address. If your email program automatically fills in email addresses, you could switch this feature off, so that you must consciously choose the right recipient. You may find it helpful to draft these emails in a word processing document or blank email, and then to paste the text into a new message. This way, you won't accidentally include any information from previous messages. And, if you're sending a sensitive or confidential attachment, check that no "tracked changes" or comments can be found, and make sure that you're sending the right version. Key Points Everyone makes communication mistakes from time to time. However, you'll protect your reputation if you avoid the most common errors, which include not editing your work, accidentally violating people's privacy when forwarding emails, and not being assertive. The key to good communication is to think about your audience's needs. Prepare each email, document, and presentation carefully, and give yourself time to check it. Above all, remember that communication is a two-way process. Be ready for questions, and listen to what your audience has to say. Over time, you'll find that good communication can greatly enhance your working relationships, and your job satisfaction. |
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A Final Note
When you plan carefully, communicate clearly, provide accurate information, and take the time to make sure that everyone has understood your message, you show respect for other people's time. That's a great way to build trust and, over time, enhance your professional reputation. Next week, we focus on how you can manage anger effectively. See you then!  James Manktelow Email us Mind Tools Essential Skills for an Excellent Career! |
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