Avoiding Communication
Breakdowns Before They Occur

by Carol J. Carter

Many factors can derail clear communication in the workplace, but few sabotage it like insensitivity. When someone has hurt or angry feelings, that person may not be able to hear you. If you're perceptive, however, you can sense they're shutting down. Then you can work to prevent a communication breakdown before it occurs.

Sometimes the individual has personal issues that impede his or her ability to listen. By asking if anything's wrong, you allow them to vent a frustration or issue, which will give you insight as to why you're not being heard. If you sense that a co-worker has something against you, don't ignore it. Hold yourself accountable for anything you may have done that created the tension. Thinking back, you may remember a day when you were in a hurry, and you were brash. Be willing to apologize. Go to that person in private and try to clear the air.

Of course, there will be situations when peace may have to be delayed for a time because the person needs their space. Allow that individual time, but do revisit the issue before it festers into bitterness. If the individual is at odds with someone else, and the dispute doesn't involve you, encourage them to seek reconciliation according to your company's conflict resolution policies.

If the person is irritable due to factors outside your control, such as stress, illness, or fatigue, and it's impeding their ability to focus, decide if your message can wait. Give it 24 hours, particularly if you need to convey complex instructions or you're presenting new information. The other party probably will be more receptive once they're feeling better.

Another culprit of communication breakdown is bias. If your employees or managers detect that you have an overloaded agenda, your message might be compromised. People may not be as receptive if they feel you're charging forth. But if your audience perceives that you're objective and authentic, they'll be more open. Also, don't push for an immediate decision. Give your colleagues time to think about your proposal for a new idea or program.

Our own emotional baggage can also weigh us down and does not allow us the freedom to emphathize fully with another. When a message is fraught with emotional overtones, listeners may become overwhelmed and disagreeable, even if you're 100% right. You increase your chances of being heard by remaining dispassionate, and by knowing what the hot buttons are among your company, your manaager, or your staff. Raise these topics carefully and look for cues in body language, facial expressions and the words themselves. By recognizing and addressing potential obstacles to communication, you can avoid breakdowns before they occur. Your sensitivity can make all the difference.

April 22, 2003