Have you ever laid awake at night replaying a conversation in your head? Wishing you hadn’t hit ‘send’ on that email so quickly? Thinking about the joke that sounded so much funnier in your head?
We’ve all made a communication blunder at some point. Some miscommunications make you cringe, but are easy to bounce back from. But other, more serious blunders, require strategic crisis management to ensure your business recovers.
With so many ways to communicate now, it’s important to think about your communication style. Learn from the business communication mistakes that I’ll go through below. Make sure you don’t make the same missteps!
What counts as business communication?
Gone are the days when we wrote each other letters or internal memos. These days we have so many communication tools both for internal connections with co-workers and external communications with clients, prospective clients and stakeholders.
Business communication comes in many forms:
- Verbal communication: Meetings (online or in person), voice notes, phone calls, a quick chat in the office kitchen.
- Non-verbal: Your body language, facial expressions, even the tone of your Teams message.
- Written: Emails, reports, social media posts, sticky notes on desks.
- Visual: Charts, graphs, presentations, videos.
- Digital: Everything from emails and WhatsApp messages to your intranet or project management tools like Slack or Asana.
With so many channels, you’d think communication would be easier. And it is. But it also means more places for communication problems to happen.
How can business communication errors impact team productivity?
Ongoing, transparent and inclusive team communication is important if you want an engaged and happy workforce. Good communication skills are crucial if you’re managing a team or leading a business. Communication breakdowns can be so harmful for your business.
Here’s what bad business communication can cost you:
Wasted time
Your rambling email or rushed verbal download may not be the clearest brief. It could end up with a team member spending two hours working on the wrong thing. That’s not just annoying, it’s expensive.
Low team morale
When you think you’re being kept in the dark, you feel unsettled or undervalued. Without open lines of communication from business leaders, employees speculate or worry. That feeling of uncertainty isn’t exactly a recipe for motivation. Inclusive, transparent communication is the way to raise employee morale and make them feel part of something.
Missed opportunities
Ever had a star employee resign because they thought there was no future progression with you? If only you’d had an open conversation with them. You could have planned their career development. That’s not on them. That’s your communication fail. Now you’ve got to fork out for recruiting and training a replacement.
Customer complaints
If your internal communication’s a mess, it has a knock-on effect externally. That low employee morale will show up in the service they’re providing. Say hello to one-star reviews and negative customer comments.
How can businesses avoid common communication mistakes?
Learning from mistakes is an important life lesson. That applies whether it’s your mistake or one your future self can avoid by taking heed.
Mistake 1: Assuming knowledge
Not everyone has the same background, experiences or information as you. Assuming they think like you means you miss out key information. Important information that they need to do the task. Your incomplete instructions can be open to misinterpretation.
Just because you understand the plan, it doesn’t mean everyone else does. Say it clearly. Say it again if you need to.
Tip: Don’t assume they’ve understood what you’ve said. Without being patronising, ask them to repeat back what you’ve said. It’s a way to ensure neither of you have made a mistake in communication. Similarly, follow up meetings with bullet point summaries to ensure everyone’s on the same page.
Mistake 2: Using business jargon
We get it. You’re an expert in your field. But don’t blind people with technical terms that make no sense to them. When you start talking about ‘PWM’ and ‘stray capacitance’, your client’s eyes are likely to glaze over.
Tip: Use plain English and speak clearly. You can show your expertise and authority in other ways, not with jargon. Translate complex issues into layman’s terms that are easy to understand. Gauge their level of understanding and tailor your communication to them. Ask your customer if they’re following what you’re saying, and if they have any questions. Remember, your goal is to communicate your message effectively, not to blind them with science or a wide vocabulary.
Mistake 3: Lack of clarity
I find this is particularly true with emails. People are often too concise and don’t explain things properly. That leads to more time taken up with emails back and forth, confirming what’s needed or meant by the initial request.
The same is true of lengthy emails. They can look overwhelming and time-consuming, so people put them on the backburner.
Tip: Be clear and concise. Don’t waffle, cut to the chase. With your team members, set specific goals and provide an expected timeline with milestones to achieve.
Mistake 4: Poor phone manner
I’ve witnessed so many bad phone conversations. Speak clearly and show some personality. If people can’t understand what you’re saying, they’ll go elsewhere. Particularly if you’re making a sales call, Do your preparation work so that you connect better with that particular prospect.
Tip: Speak with a smile, it makes a difference. Be clear, both in what you’re saying and how you’re saying it. Preparation will help you communicate better.
Mistake 5: Not tailoring your communication style
We’re all different, so it’s important to adapt your communication style to suit. You can really put people off if your style jars with theirs. If someone’s direct and fast, don’t delay them with lengthy, flowery responses. But if someone likes to think over what’s being said before responding, give them time. Read the room.
Tip: Step into the other person’s shoes. Mirror their communication style, whether that’s in person or over email. Be aware of how you’re being received and adapt where you need to.
Mistake 6: Not talking to the right people
Don’t waste people’s time by inviting them to attend an irrelevant meeting. Conversely, not inviting key people, or missing them off an important email, can lead to misunderstandings, delays and missed opportunities.
In external communications, not speaking to your target audience is an absolute waste of money. They’re never going to buy from you, no matter how good your marketing messaging.
Failing to communicate with the right people is a real misstep.
Tip: Make sure the right people are in the room/ on the email. Keep key stakeholders and personnel in the loop. That said, when it’s a creative brainstorm meeting, it’s good to invite diverse viewpoints from people who may think differently.
Mistake 7: Talking too much
You may be passionate about your product or service. It could be your specialist subject on Mastermind. But don’t bombard people with extended monologues.
When you don’t let the other person speak, or show any interest in them, you can offend or annoy them. Ask questions and listen to their answers. Let the other person do the talking.
Tip: Direct them with relevant questions and listen to what they have to say. Don’t just hear it, actively listen to it. That means truly engaging with the other person, using eye contact and asking follow up questions to their responses. Let them finish and/or think before you jump in.
Mistake 8: Not talking enough
The flip side of that is keeping schtum. Holding your cards close to your chest. If the business is going through tricky times, or you have disappointing news, it’s understandable to not want to put that burden on others. You may think that you’re protecting people, but you’re likely to be causing anxiety and worry.
Open communication is the way to build trust. Be honest and transparent.
Tip: If it’s big news, a communication plan is helpful to work out what can be made public when and on which platform – especially with crisis communication.
Mistake 9: Ignoring non-verbal cues
Would you change your communication style if you noticed that the recipient was shifting in their seat or avoiding eye contact? Maybe their tone’s got less soft and higher pitched. A person can say a lot non-verbally.
When you disregard these non-verbal cues, you risk disengagement and low morale. You can become mistrusted. And that can lead to lower productivity and higher staff turnover rates.
Tip: Be aware of tone – both in person and on emails. Pay attention to how people are saying something, not just what they’re saying. If someone looks uncomfortable, sensitively ask why.
Mistake 10: Avoiding tricky conversations
By sticking your head in the sand, you simply delay the inevitable. You can’t ignore it and hope it’ll go away. If someone’s messed up, talk to them about it. If a service provider hasn’t met the agreed standards or requirements, speak up.
Tip: Make time for seemingly difficult conversations. Be transparent about salaries. Provide constructive criticism and regular feedback. Don’t save it up for appraisal time. Have ongoing, open conversations with your team.
How to communicate effectively
Don’t fall into the communication traps I’ve listed above. Work on your communication skills to avoid misunderstandings, misinterpretations and mistakes.
You’ll find plenty of business coaching advice from me on my blog. From effective communication tips for teams to how to motivate employees, create a culture of accountability or how not to be a bad manager
I share more practical tips and business advice on LinkedIn too. Join me there!
