The Importance of Effective Workplace Communication

After spending seven years as a senior trial attorney with the United States Equal Employment Opportunity Commission, I have had the opportunity to witness all the many ways that workplace conflict can unfold.  Even though the conflicts grow in many ways, having various repercussions throughout the entire workplace, they all usually started in the same way: some critical failure to communicate at work.

Conflicts at work are often the result of a misunderstanding, and the failure to understand each other arises out of a failure to effectively communicate what we mean and what we need.  As with most things in life, prevention is the best medicine.  We all play a role in the conflicts in our workplace, and as such, we all have the ability to help minimize conflicts that arise out of a failure to communicate.  

There are three basic tools for managing conflict arising out of a failure to communicate. 

First, look to see what you are doing to contribute to the lack of understanding.  Could you be more clear or concrete in communicating your position, or asking your question? If you can identify behaviors that prevent you from being heard or understood, you can greatly improve your communication skills, and more successfully prevent and manage workplace conflict.  

Second, try to assume the best intentions of the party you are in conflict with.  It is all too easy to get our hackles raised because we make assumptions that the person we are in conflict with is trying to hurt us.  This prevents effective communication.  Try to at least assume neutrality, and listen to what they are saying without bias. 

Third, if you still find yourself in disagreement with what the other person is saying, ask them why they are saying what they are saying.  This allows you to get clarity on what they are saying and what their motivations are.  It prevents you from becoming needlessly defensive, and helps to move the conversation forward in a productive way, one that is rooted in understanding.  Once you have an understanding, you are on the path to resolving conflict.

If you find yourself already deeply mired in workplace conflict, consider bringing in the assistance of a third party neutral.  Mediators can serve as an important fix when conflict manifests.  Especially in situations where there has been a breakdown in communication, mediators can help right the ship by engaging in the three steps I outline above.  Mediators can act as proxies for the parties in conflict by asking the hard questions, diffusing existing tensions and clearing the path to resolution.

And if you find that your workplace has chronic problems with communication failures and conflict?  Engaging with a neutral, third party coach can help managers and employees identify communication behaviors that stand in the way of their being understood, and work on developing more effective communication methods.   

If conflict persists, consider engaging with a third party neutral to look at where communication breakdowns are regularly occurring in your workplace in order to design better systems for workplace communication and interaction in order to minimize conflict and maximize productivity and workplace satisfaction.  

Workplaces are, by definition, spaces where people interact and communicate in order to get things done.  As such, conflict will arise.  But that does not mean workplaces are doomed.  To the contrary, by focusing on developing and supporting effective communication skills, we can take steps to ensure functional, desirable, and successful workplaces.