How do you prevent miscommunication at work? By spotting it and taking it seriously. Because it's the source of 80% of issues in organizations. Yep, that much. The good news? You can easily do something about it to get more out of yourself and others. Our partner Competence training institute interviewed me about how we achieve more with greater connection and less stress. Read the full interview below.
Combating miscommunication builds stronger relationships in the workplace. Miscommunication acts like a virus, says Edith Doosje. She is the founder and co-owner of Process Communication Nederland and trains and coaches leaders to lead with more compassion. “Miscommunication in the workplace is often dismissed as something harmless, but if you don't intervene, it can have serious consequences. From annoyances and distrust to increased absenteeism and burnouts.” That's why it's important to recognize the virus of miscommunication at an early stage and nip it in the bud. This can be done with the Process Communication Model (PCM).
Imagine a manager who dives straight into their office on Monday morning, starting work without considering the social needs of their employees. Or a colleague who dominates every meeting, always having an opinion on everything. Or a client who disregards your carefully prepared proposal, focusing only on the cost. These are all situations where the 'virus' of miscommunication is already at play, as Doosje knows from her extensive experience. She believes that workplace miscommunication is often dismissed as harmless, yet its consequences can be significant if left unaddressed. 'From minor annoyances and distrust to increased absenteeism and even burnouts,' she warns.
Miscommunication in the workplace is often dismissed as harmless, but if left unaddressed, it can have significant consequences. These range from annoyances and mistrust to increased absenteeism and burnout.
Communication is often more important than the content of the work
Most issues that arise in organizations stem from miscommunication. It is therefore significant that McKinsey calculated that 39 percent of job satisfaction is determined by interpersonal relationships. Relationships between colleagues are even more important than whether someone finds their work interesting. The same study shows that among these work relationships, the one with the manager is by far the most crucial.
Doosje herself also conducted extensive research into miscommunication within organizations. She frequently heard the same frustrations, such as: “My manager doesn't listen to what I have to say,” “I'm not even going to explain it anymore, it's pointless,” or “I'll just do my job and they can figure it out.” Doosje notes: “The interesting thing about these situations is that the dissatisfaction actually has nothing to do with the work itself, but purely with the way people communicate. There's a lot to gain there.” This is where the Process Communication Model (PCM) helps professionals learn to positively influence their communication and motivation styles, preventing miscommunication from the start. The core principle is: don't treat others as you want to be treated, but as *they* want to be treated.
Everything starts with self-awareness
How does PCM work? The model describes six personality types that we all have within us: from the 'Structured Thinker' and the 'Persister' to the 'Rebel' or the 'Dreamer'. "We all have a different combination of these types, which we call your 'personality house' in PCM. The good news is: you can take the elevator in your own house and tap into exactly the part that makes it easier to reach others." Applying PCM to communicate better and build valuable relationships in the workplace involves several steps, Doosje explains. "First and foremost, it's important to be aware of your own personality. If you know your preferences, you know what to do to feel good – and what costs energy. This helps you manage energy and stress."
What it takes to take good care of yourself depends on your personality. Box: “Suppose you are rational, responsible, and organized. You probably ask a lot of questions and appreciate it when people ask you many questions too. You likely function best within a clear time structure and find recognition for your work important. If you don't receive that recognition? There's a good chance you'll (unconsciously) work harder and more. And you'll react with frustration and anger if people don't keep their agreements or if processes are inefficient. The great thing is: if you know what works best for you and how you prefer to communicate, you can organize your work that way and more quickly recognize when you're in a good or bad mood. How you're feeling has a big influence on your communication style. Noise and miscommunication arise more quickly when you're not feeling well.”
By being aware of yourself and others, and acting on that awareness, you communicate with less friction and build stronger relationships. It takes effort, but it's truly worth it!
Connecting by adapting to others
Once you better understand your own patterns and preferences, you can then focus on others. By observing others and recognizing what they say and do, you learn their preferences and how best to approach them. 'By paying attention to words, tone, gestures, body language, and facial expressions, you can discover a lot about someone's communication preferences,' advises Doosje. 'Does someone have a warm voice, an open posture, are they sensitive and focused on relationships? There's a good chance you're dealing with someone with a lot of 'Harmonizer energy'. If you then only ask factual questions, simply because that happens to be your communication preference, you won't connect with them.'
It's therefore important to adjust your communication style based on what you've observed. Doosje explains: 'For the 'Harmonizer type' mentioned earlier, for example, it's about creating space for personal connection and sharing how you feel about certain situations. By doing so, you build rapport. And you can still ask those in-depth questions afterward. If you do it the other way around, it's much less likely that the other person will truly hear what you have to say.'
By paying attention to how you and others communicate, you build positive, valuable relationships and experience less hassle at work, says Doosje. “No one is the same; we all know that. By being aware of yourself and others, and acting on that awareness, you communicate with less friction and build stronger relationships. It takes effort, but it's truly worth it!.”
Do you also want less miscommunication and more results?
Sign up for the PCM Basictraining or contact one of the trainers and coaches in the Netherlands & Belgium. Take your first step today towards making a daily difference in your interactions!
This blog previously appeared with our partner Competence.
